Experience

Zinc Group Limited

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Training Manager

  • Dec 2016 - Present

  Training Manager – Zinc Group (debt collection)• Managing training officers across our two offices (Stratford, Glasgow)• Responsible for the development of training packages in line with company, client and legislative requirements• Liaising with new clients to develop user guides for the agents • Visiting both new and existing clients• Delivering training to clients and their staff • Creating system manuals for both the company and clients• Liaising with the Quality Assurance, to identify any areas where re-training is required• Completing annual training needs analysis across both offices• Delivering training across both offices in line with company, client and legislative requirements • Training Officer duties also requiredKey Achievements• Created a training package on vulnerable customers that one of our blue chip clients has requested so they can use it in-house • Creating a user guide for our new system • Creating a user guide for two large utility companies’ systems• Helped to embed a new utility client across both offices within a month which is now one of our largest clients.

• Training officer

  • Aug 2015 - Dec 2016

  • Delivering induction training to all new employees• Ensuring that all existing staff are trained when required based on changes to company, client, and legislative requirements• Developing training workshops so that all staff are trained on company, client, and legislative changes• Auditing Customer Account Managers calls to make sure they adhere to company, client, and legislative requirements • Coaching Customer Account Managers so that they are able to adhere to the company, client, and legislative requirements • Training new Quality Assurance Officers to audit and deliver feedback to Customer Account Managers• Producing clear guides for the Customer Account Managers to ensure they have a good understanding of our existing and potential clients• Creating tests for new clients so that Customer Account Managers are able to embed their requirements• Developing an in-depth and accessible customer journey audit for vulnerable customers Key Achievements• Responsible for the successful development of a team of 5 Customer Account Managers who have become the top performing DCA on a panel of 8 for a regulated client for quality for the last 12 months



arvato Financial Solutions

• Germany
• Financial Services
• 200 - 300 Employee

• Quality Assurance Officer

  • Sep 2013 - Jul 2015

  • Auditing collectors calls to make sure they adhere to company, client, and legislative requirements • Coaching collectors so that they are able to adhere to the requirements • Delivering training courses as required to both new starters and experienced collectors • Help to develop new procedures to help collectors deal with calls to the best of their abilities • Auditing collectors calls to make sure they adhere to company, client, and legislative requirements • Coaching collectors so that they are able to adhere to the requirements • Delivering training courses as required to both new starters and experienced collectors • Help to develop new procedures to help collectors deal with calls to the best of their abilities



Equidebt Limited

• Client and Collections Team Manager

  • Mar 2012 - Jun 2013

  • Responsible for managing a team of up to 12 Collectors• Providing guidance and support to developing Senior Collector • Staff discipline, absence management and performance reviews • Ensure all Collectors are appropriately developed and trained where necessary• Performing regular one to ones with Collectors and providing constant feedback, support and coaching.• Created training workshops for new starters on different clients• Deputised for coaching manager in her absence

• Senior Negotiator

  • Jun 2011 - Mar 2012