Experience

ACSO Australia

• Australia
• Individual and Family Services
• 200 - 300 Employee

• Team Leader

  • Sep 2022 - Present

  ReStart - Forensic Case Work Services.

• Forensic Case Worker

  • Oct 2020 - Sep 2022

  Forensic Case Worker.ACSO's ReStart Program



Angle Finance

• Australia
• Financial Services
• 1 - 100 Employee

• Senior Collections Specialist

  • Dec 2019 - Oct 2020

  Key Achievements:  Project management for the overhaul of the collections departments functions, policies and processes.  Establish process for and undertook the function of recording and documenting process and policy updates and implementation.  Implementation of onboarding process for new starters, including carrying out training as part of onboarding process.  Management of portfolio of aged debt totalling in excess of $10mil. Conducting collections activities, making referrals to mercantile agents, issuing Notice of Default, arranging repossession and commencing legal proceedings.  Participate in and advise on collections requirements for IT projects and system builds; including working with Business Analysts on the design and functionality.  Development of reporting requirements and design of system structure.  Management of Hardship Assessments during COVID-19 crisis; including data management, process implementation and oversight of six staff members.  Collaborate with the Head of Collections to develop, implement and manage Asset Realisation process and policy.  Develop and maintain relationships with third party service providers (Mercantile Agents, Credit Reporting Agencies, etc.). As well as, creating process agreements and acting has the main point of contact for escalations / enquiries.  Management of Debt Review project; including data management, process implementation and oversight of two staff members. Show less



Sensis

• Australia
• Advertising Services
• 700 & Above Employee

• Senior Collections Specialist

  • Aug 2018 - Dec 2019

  Key Achievements: Participation in the implementation of onshoring credit and collections functions of the business.  Senior member of the team responsible for reducing the Aged Trial Balance (ATB) from $16.8M, to below $2.6M. Sole management of the Debt Portfolio of Premium customers; including the introduction of workflow processes, reporting, best-practice guidelines and management tools.  Reducing the Premium Portfolio ATB from $1.6M to under $600k in nine months.  Developing and maintaining collaborative relationships between the collections, sales and disputes departments.  Management of weekly Collections / Sales Debt Review Board meetings.  Creation and management of Standard Operating Procedure documents, for the Premium Debt Portfolio, and wider collections processes and procedures.  Skeletal development of business wide Hardship Policy; outlining process, limitations, requirements and implementation steps.  Creation and Delivery of Product Training and best practice material.  Recovery of high value, aged debts and reducing recidivist debtors.  Participation in long term projects for business improvement and remediation.  Peer training, coaching and mentoring; for collections and wider business staff.  Identify, highlight and make suggestions for improvement, with regards to processes, risk and strategy. Show less

• Relationship Manager

  • Aug 2017 - Aug 2018

  Achievements: Participation in long term business remediation project.  Peer training, coaching and mentoring for new staff. Key Responsibilities: Management of personal caseload of disputes and complex enquiries.  Investigate disputes; obtain supporting evidence, assess circumstances and determine cause / fault if any. Negotiate settlements, updates and variations; with customers.  Prepare and construct settlement agreement documentation.  Resolve concerns and enquiries.  Maintain accurate reporting of dispute type, at fault party and settlement figures.  Report on gaps in process, training, skills and knowledge; and make recommendations for improvements to reduce further risk to the business. Show less



TAL Australia

• Australia
• Insurance
• 700 & Above Employee

• Insurance Representative

  • Apr 2017 - Jul 2017

  Outbound telephone sales for life insurance. This role requires a high volume of outbound calling with a focus on sales and compliance. Day to day responsibilities: Outbound sales calls to cold leads. Maintain a compliant nature, adhering to business rules, codes of practice and legislation. Reason for leaving: Role misrepresented at time of application. Outbound telephone sales for life insurance. This role requires a high volume of outbound calling with a focus on sales and compliance. Day to day responsibilities: Outbound sales calls to cold leads. Maintain a compliant nature, adhering to business rules, codes of practice and legislation. Reason for leaving: Role misrepresented at time of application.



Royal Bank of Scotland Business

• United Kingdom
• Banking
• 700 & Above Employee

• Arrears Advisor

  • Mar 2016 - Feb 2017

  Achievements:  “People’s Choice Award” – Positive Attitude, Supportive & People Person “People’s Choice Award” – Leader, Stepping Up & Determined Consistently exceeded KPIs for call targets, cash collected, and accounts cured.  Appointed to fulfil the duties of Deputy Team Leader in their absence.  Peer mentoring and coaching.  Participated in the implementation of compliance / risk reduction Project; including staff training and oversight. Key Responsibilities: Conduct inbound / outbound telephone and electronic based collections activities.  Maintain extensive comprehension of mortgage products, regulation and the relevance to individual circumstances. Implement payment arrangements. Assess customers and make referrals for long-term forbearance options. Show less

• Protection Specialist

  • Aug 2015 - Mar 2016

  PROTECTION CONSULTANTWorking within the Specialist Banking division of the group to deliver high quality customer service to vulnerable customers who require life insurance. Work within strict compliance guidelines to achieve high sales results in a non-advice environment. The role involves building trust with our stakeholders and working with them to ensure our customers are in a fully informed position.Day to day responsibilities: Preparing quotes for and implementing Life & Critical Illness Insurance Policies, accepting referrals from mortgage advisors, managing call back diary, sending policy documentation to customers.Additional responsibilities: Manage team meetings, prepare induction packs for new starts, and create training material for new and existing staff. Achievements: Exceeding sales KPIs, meeting compliance expectations. Reason for leaving: Offered position with more career development and higher wage.COLLABORATION AND LEARNING CHAMPIONChampion appointment within my team to work with other staff members to uncover ideas and skills to share best practise, to enable the delivery lasting results by getting it right the first time. Show less



Three UK

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Sales Associate

  • May 2015 - Aug 2015

  SALES ASSOSCIATE (Temporary) Customer facing sales role, requiring a wide product and system knowledge. Basic sales and customer service with a large focus on upselling and cross selling as well as handling enquiries. Day to day responsibilities: Sales of mobile products, customer service, technical support, stock management, training new staff on systems and products, daily reporting. Achievements: Exceeding sales KPIs, High NPS results. Reason for leaving: Seeking full time employment. Show less



iiNet

• Australia
• Telecommunications
• 500 - 600 Employee

• Migration Specialist / Billing and Tech Support / Sales Consultant

  • Jun 2014 - Apr 2015

  BILLING AND TECHNICAL SUPPORT CONSULTANT Contact centre customer support for billing enquiries, account management, upgrades and technical support. Day to day responsibilities: Enquiry and complaints handling, technical support, receiving payments, setting up direct debits, trouble shooting. SALES CONSULTANT This position involved all aspects of a sales process, taking inbound calls and building trust and rapport with existing and potential customers. Following the sales process from beginning to end, conducting a needs based sales conversation and maintaining a high level of customer service. Day to day responsibilities: Quoting and service qualification, plan proposals, account creation and processing, sales of; new products, upgrades, additional products and services. Achievements: Exceeding KPIs, meeting multiple KPI measures, high NPS results, moved to outbound migration specialist. MIGRATION SPECIALIST As a migrations specialist I was responsible for outbound calling existing customers to inform of company and service changes, offering new products and facilitating a system and infrastructure change. This required strong objection handling skills and intense understanding of products and service. Day to day responsibilities: Use of an outbound dialler, relaying complex information to customers, , customer retention and conversion. Reason for leaving: Relocation to United Kingdom. Show less



Vita Group Limited

• Australia
• Retail
• 100 - 200 Employee

• Shift Manager / Service and Sales Consultant / NBN Specialist

  • Nov 2012 - Jun 2014

  SERVICE AND SALES CONSULTANT/ NBN SPECIALIST. In a customer facing environment I was responsible for a range of things with in the store as well as basic customer service. Day to day responsibilities: Product promotion and sales, account creation and management, new connections and upgrades, service qualification, technical support, billing services, reporting and enquiry and complaints handling. Achievements: Exceeding KPI’s, Meeting multiple KPI measures, high NPS results, peer to peer sales coaching. SHIFT MANAGER/ ASSISTANT MANAGER. As a shift manager in a store I had many operational responsibilities as well as working with sales associates for training and on-the-floor support. Day to day responsibilities: Training new starts, rolling out new system/product training, customer service and sales technique sessions, accepting and resolving customer complaints, and being available on the floor for further support. My operational responsibilities included: KPI targeting, monitoring & reporting, stock management, inventory, rostering, policy and procedure updates, merchandising and interdepartmental communications. Reason for leaving: No further development opportunities available. Show less



Wesfarmers Insurance

• Insurance
• 100 - 200 Employee

• Renewal Specialist / Sales and Service Consultant

  • Nov 2011 - Nov 2012

  SALES & SERVICE CONSULTANT Contact centre role requiring a knowledge of the financial service industry and the requirements and regulations regarding financial services. Day to day responsibilities: Standard quoting procedures, sales and renewals processing were the key responsibilities of the role; additionally, account management, product promotion and policy maintenance. During my time in this role I also worked with the financial department making outbound calls for account requisition. Achievements: Exceeding KPI’s, Meeting multiple KPI measures, high NPS results, peer to peer customer service coaching, selected to undertake account tracing and investigations. Reason for leaving: Relocation out of Melbourne area. PRODUCT AND PRICING (Renewals Specialist) This role required manual pricing and processing of renewals, as well as document writing and distribution. CUSTOMER SERVICE TEAM CHAMPION The purpose of this appointment was to develop new customer service techniques and ways of delivering A-grade service consistently, by collating ideas and using a trail/error to establish the quality of each and providing training to staff on that basis. Show less