Experience

EMBS COMMUNITY COLLEGE LIMITED

• United Kingdom
• Retail Office Equipment
• 1 - 100 Employee

• Project Manager

  • Jan 2019 - Present



Maximus

• United States
• Government Administration
• 700 & Above Employee

• Contract Manager

  • Jun 2017 - Dec 2018

• Business Manager

  • Mar 2014 - May 2017

  My role within Maximus (a leading Welfare to Work Provider) is to lead a team and manage multiple centres to achieve sustained high performance, profitability and quality of delivery, in accordance with business priorities, targets and organisational values. I have overall responsibility for all financial, reputational and operational aspects for each individual business unit I manage. • Began in March 2014 managing one branch of Maximus – For the past year I have been in charge of multiple sites across the region managing upwards of 10 members of staff across all sites• Within my first 6 months as Business Manager for Maximus I oversaw a turnaround in performance culminating in the branch not only hitting and exceeding their targets but also making up 50% of performance missed within the first 6 months of that year• Currently managing a branch of Maximus that has just been awarded the nationwide ‘Team of the Year’ award due to its outstanding levels of performance over the past year • Created and maintained excellent working relationships with local stakeholders and employers across the region meaning that the teams I manage have had resources in place to enable them to achieve their targets on a monthly basis• Continued exposure and experience of selection and recruitment of team members and other Business Managers within the company – Involved in the set up and management of recruitment assessment days• Spent periods of time covering for my Regional Manager – Organising and hosting regional meetings, arranging and hosting forecasting calls with other Business Managers and acting as the region’s ‘quality champion’



Acenden Limited

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Litigation and Special Servicing Team Manager

  • May 2006 - Mar 2014

  Daily Team Leader tasks including absence management, workload allocation and adjustments, assessment of call activity, creation of late shift and lunch Rota’s. Providing clear direction and communication, to ensure all work is delivered within service level agreements. Delivering regular feedback to staff members through Quality and 121’s to ensure the team operates with a high level of consistency, providing quality Customer Service standards.• Successfully managed a number of different teams across the Special Servicing area (General Litigation, Enforcements, Solicitors Management, Post team and First Time Response Unit)• Development of individual team members into ‘Subject Matter Experts’- Identifying developmental needs of individual team members – Individually tailored coaching plans – More detailed 121/feedback/coaching sessions to develop strengths and manage weaknesses• Vast experience of conducting staff performance reviews and providing individual development plans along with Competency reviews for all team members• Regular staff feedback also provided to ensure that personal development needs are identified with measures taken for quality improvement• Seconded to position of Assistant Manager for 3 months ensuring the daily management of the Enforcement area – Responsible for the management of 2 Team leaders and approximately 20 team members • Direct experience of the selection and recruitment of team members including standard interview process and Assessment Centre’s • Created and maintained excellent relationships with our panel Solicitors during time with the Solicitor Management Team. Responsible for the set up and running of regular quarterly review meetings with the panel to understand and ultimately resolve any issues raised by both parties

• Service Quality Analyst

  • Jun 2007 - May 2008

  Daily Service Quality Analyst tasks including the monitoring of agent phone calls, providing feedback directly to agents and Team Leaders regarding calls audited. Setting performance objectives with agents and Team leaders, monitoring these on a weekly/monthly basis to ensure results are achieved. Daily communications with Team leaders to ensure feedback deadlines are met. Monitor daily team leader approval work list to ensure accounts are kept within service standard.• Hand picked to set up a new service quality team to monitor quality across Collections and Litigation. • Successfully planned, developed and implemented monthly auditing process• Became ‘Subject Matter Expert’ in areas of Collections and Litigation• Tasked with looking after the daily running of the team during Team leader holiday and absence periods• Involved heavily with the continuous improvement of the team as a whole• Training new Service Quality Analysts when joining the team• Collaborating closely with the training department to identify areas for improvement and whether extra training courses are needed.

• Collections Officer

  • May 2006 - Jun 2007

  Call centre position communicating with customers on a daily basis to ascertain reason for arrears and negotiating an agreed payment arrangement, deciding the best course of action in often difficult situations. Liaising with debt counsellors and solicitors to ensure correct course of action is taken and correct information is provided to support these processes. • Promoted to a Senior Collections officer, handling referrals from other staff members and team• Handled First Instalment Default (FIDS) accounts, contacting customers to ensure payments are made on time • Hand picked to spend two weeks in Haywards Heath to gain experience of new PML systems before transition to High Wycombe • Awarded Employee of the month within 6 months of joining