Experience

WINconnect

• Australia
• Utilities
• 1 - 100 Employee

• Credit Portfolio Manager Commercial Accounts

  • Apr 2021 - Present

  Credit Portfolio Manager of Commercial Business accounts including SME, and Large Multisite Consolidated. Providing top level debt management of retail tenants on behalf of Centre Management groups across a wide range of Industries. Also managing B2B accounts. Closely aligned and working daily with internal Business Development Managers and Sales to collaboratively remediate Customer issues blocking payment. Actively involved in Commercial Operational meetings. Autonomous role carefully balancing revenue with Customer experience. Show less



PROBE Group

• South Africa
• Services for Renewable Energy
• 1 - 100 Employee

• Circle Team Leader Collections, Telstra Insource

  • Nov 2020 - Apr 2021

  Team Leader of 10 FTE working Telstra Large Business Enterprise Customer Portfolios. Driving agent performance and deliverables, ensuring compliance and process adhearance, coaching collections best practice. Working closely with Senior Leaders onshore and with offshore agents and Team Leaders. Credit Operations, working with recruiters on building team capacity, performance management and uplifting overall agent engagement. Team Leader of 10 FTE working Telstra Large Business Enterprise Customer Portfolios. Driving agent performance and deliverables, ensuring compliance and process adhearance, coaching collections best practice. Working closely with Senior Leaders onshore and with offshore agents and Team Leaders. Credit Operations, working with recruiters on building team capacity, performance management and uplifting overall agent engagement.


AE Smith - A Spotless Company
• Accounts Receivable Team Leader

  • Jun 2020 - Oct 2020


EnergyAustralia

• Australia
• Utilities
• 700 & Above Employee

• Residential and Business Credit Leader

  • Mar 2019 - Jun 2020

  Daily management of 5 direct reports in Multisite Business. Creation of, and allocating all weekly and ad hock worklists. Side by side coaching, 1:1 reviews, goal setting, aligning individual behaviors to company goals.Responsible for QA reviews on agent calls to ensure compliance.Daily engagement with Leaders from Customer Care, Billing, Payments, Finance.Jointly managing further 6 agents working SME business. Managing escalated issues across wider Credit Operations. Documenting / supplying process mapping to meet deployment deadlines for internal change projects. Providing dedicated support for external legal partner.Attending monthly operational meetings offsite at business customer offices to work through enquiries.Daily calibration sessions with managers from wider customer experience and credit operations, to discuss and remediate common issues, and ongoing business strategy. Show less

• High Risk Credit Lead

  • Aug 2018 - Mar 2019

  Daily management of 4 x FTE working multisite creditIssuing of all worklists and tracking of debt movementOnsite visits to large businesses to discuss debt positionAssisting with management of 6 FTE single site SME BusinessProviding approvals for business arrangements over staff DOAActively involved in resolving multiple escalated issuesRan SME customer care credit card campaign, provided training to 15 agents on how to conduct a credit conversation in a service call. In 8 weeks, campaign collected $1.1M. Conducted interviews, hiring, induction and training Show less

• Credit Specialist Multisite Priority Business

  • Mar 2014 - Aug 2018

  Set up of Specialised Credit team to support business customers Travelled to Bangalore India to document all existing collections payment and billing processes prior to change in offshore BP. Resolved numerous high-profile complaints, some being in legal deadlock for 18+months, collected large revenue payments.Generated work instructions to offshore BP on outbound credit campaigns, monitored performanceGenerated credit worklists from source data incl. pivot tables, provided all insights, debt movementProvided priority service as dedicated Account manager for Large Multisite Customers such as Telstra, OPTUS, NBN, VicRoads. Show less



Teaching, Writing Projects and Travel

• Teaching, writing projects and travel

  • Jan 2012 - Mar 2014

  I relocated family to Australia, travelled extensively around Australia. I had some 'gap time' off to complete a series of book writing projects. Set up a music teaching website, taught music privately. Active job search early 2014. I relocated family to Australia, travelled extensively around Australia. I had some 'gap time' off to complete a series of book writing projects. Set up a music teaching website, taught music privately. Active job search early 2014.



Mighty River Power

• New Zealand
• Utilities
• 100 - 200 Employee

• Key Commercial Business Credit Controller

  • Jul 2008 - Dec 2011

  Autonomously managed SME commercial business ledger, consistently reduced debt across Portfolio Assessed new business applications, performed credit checks Complete management of disconnections process for business Professionally and efficiently handled all disputes Proactively networked with Sales, Customer Service, Billing Provided process mapping and documenting of all collection procedures for third party audit review Met and consistently exceeded all individual targets for EOY reviews Show less



Just Water

• New Zealand
• Food & Beverages
• 1 - 100 Employee

• Contracting - Business to Business Credit control

  • Mar 2008 - Jul 2008

  Managed B2B arrears accounts Resolved a high volume of inbound calls and disputes Accounts Receivable processing and payment investigation Process review and creating new collections letters Reviewing and recommending files for write off process Managed B2B arrears accounts Resolved a high volume of inbound calls and disputes Accounts Receivable processing and payment investigation Process review and creating new collections letters Reviewing and recommending files for write off process



Instant Finance NZ Limited

• Senior Lender Branch 2IC Manager

  • Jul 2007 - Mar 2008

  Review of all loan applications, loan interviews, draw down Successfully resolved a wide range of financing queries All staffing and performance reviews of 7 frontline staff Proactively identified a need for sales lead process Set lead process, increased branch loan results by 40% Review of all loan applications, loan interviews, draw down Successfully resolved a wide range of financing queries All staffing and performance reviews of 7 frontline staff Proactively identified a need for sales lead process Set lead process, increased branch loan results by 40%



Vodafone New Zealand

• New Zealand
• Telecommunications
• 700 & Above Employee

• Accounts Receivable Analyst - Contracting

  • Aug 2006 - Jul 2007

  Responsible for daily reconciliation of payment exception files Reconciled suspense account against all payment queries Managed receivables processing of cheques and EFT payments Member of data testing team prior to introduction of CRM system Responsible for daily reconciliation of payment exception files Reconciled suspense account against all payment queries Managed receivables processing of cheques and EFT payments Member of data testing team prior to introduction of CRM system



Auckland Finance

• New Zealand
• Financial Services
• 1 - 100 Employee

• Collections - Personal Accounts Advisor

  • Jun 2004 - Aug 2006

  Negotiated and monitored all payment arrangements Located delinquent debtors using various tracing tools Total autonomy for field visits and repossession process Facilitated meetings with customers experiencing financial hardship Worked closely with third party field agents Debt recovery, Investigations, Preparing legal documentation Provisioning and write off Acknowledged by management as reducing debt considerably within the role Negotiated and monitored all payment arrangements Located delinquent debtors using various tracing tools Total autonomy for field visits and repossession process Facilitated meetings with customers experiencing financial hardship Worked closely with third party field agents Debt recovery, Investigations, Preparing legal documentation Provisioning and write off Acknowledged by management as reducing debt considerably within the role

• Collections Representative Inbound

  • Jun 2000 - Jun 2004

  Member of Credit and Collections Team Worked at 21 Pitt Street, College Hill, and VNue Head office Waterfront. Managed all collections enquiries, payment arrangements Proactively managed restriction of all mobile services Dispute resolution, successfully resolved complaints Investigated call data as member of the FST fraud services team Actively involved in raising profile of the collections team to the wider business Assisted with credit review in the new accounts team under secondment for three months Received recognition award from new accounts department - contributions to the team Received recognition award from collections manager - consistent high call volume Received recognition award from collections team - support given to the team Show less



Diners Club International

• Financial Services
• 100 - 200 Employee

• Customer Service Specialist / Merchant Investigations

  • Aug 1996 - Jun 2000

  Split role, Merchant Investigations and Customer Service teams Reviewed and investigated disputed customer charges Initiated merchant chargebacks in line with contractual obligations Investigated card fraud Provided charge authorization/approvals by phone Customer Contact Centre, successfully managed high volume of complex customer enquiries (100 - 150 calls daily) Reviewed new card applications, credit risk assessment, performed external credit checks Managed Diners Club NZ refund approval process Show less