Credit Specialist

• May 2022 - Present

Credit Collections Officer - Small to Medium Business (SMB)

• Mar 2021 - Aug 2021

• Overseeing the credit collection activities of a portfolio of SMB clients.• Aligning to Optus business objectives of minimising accounts receivable and increasing cash flow.• Focusing on reducing SMB clients’ debt by tracking assigned accounts to identify outstanding debts, locating and contacting debtors, and planning appropriate actions to recover outstanding payments. • Practicing empathy and emotional intelligence when engaging with people, while also demonstrating confidence, persistence and a sense of urgency throughout the debt recovery process.• Delivering exceptional customer service experiences by building trust and rapport with debtors to help avoid future issues. Cultivating positive relationships with internal and external stakeholders.• Collaborating with Optus cross-functional teams to provide the ideal solutions for SMB customers.• Collecting unpaid debts through Company-preferred communication channels. Negotiating and validating arrangements to settle overdue accounts, and following up until accounts are paid in full. • Achieving the key daily and monthly KPIs relevant to outstanding debt metrics, collector effective index, right party contacts, and the percentage of outbound calls resulting in ‘promise-to-pay’.

Credit Collections Officer - Hardship Team

• Dec 2016 - Mar 2021

• As Hardship Team member, liaised with financial counsellors to provide overview of those clients overcommitted with debts, and develop optimal debt recovery/consolidation strategies.• Acknowledged as a first person-of-contact and advisor for new and existing Hardship Team members.

Commercial Credit Risk Analyst (Secondment)

• Dec 2016 - Jun 2020

• Performed data and risk analysis to identify the business value versus the risk of proposed applications.• Ensured the integrity of service level agreements (SLAs).• Ensured applications were complete and complied with payment card industry (PCI) requirements. • Identified and referred fraudulent applications to Senior Commercial Credit Risk Analyst.• Liaised with senior management in compiling and reviewing reports regarding submitted applications.

Technical Support Consultant - Apple

• Jun 2016 - Nov 2016

• Demonstrated essential ‘people skills’ and problem-solving by promptly responding to requests for technical assistance and providing customers with appropriate product knowledge and advice. • Conveyed technical expertise in easy-to-understand language; helping customers and Company personnel troubleshoot their mobile devices, and ensuring they obtained swift resolutions to a variety of technical problems. • Demonstrated essential ‘people skills’ and problem-solving by promptly responding to requests for technical assistance and providing customers with appropriate product knowledge and advice. • Conveyed technical expertise in easy-to-understand language; helping customers and Company personnel troubleshoot their mobile devices, and ensuring they obtained swift resolutions to a variety of technical problems.

Debt Collections Officer - ATO

• Feb 2015 - Jun 2016

• Acknowledged by Probe operational managers as a dedicated and efficient Collection Officer capable in the management of high-level debts and receivables, and who has the confidence to ask difficult questions to get the job done. • Consistently met and exceeded benchmark KPIs. • Maintained the proper documentation, QA and compliance of all calls. • Demonstrated leadership qualities in training and mentoring new employees. • Acknowledged by Probe operational managers as a dedicated and efficient Collection Officer capable in the management of high-level debts and receivables, and who has the confidence to ask difficult questions to get the job done. • Consistently met and exceeded benchmark KPIs. • Maintained the proper documentation, QA and compliance of all calls. • Demonstrated leadership qualities in training and mentoring new employees.

Technical Support Consultant

• Apr 2014 - Jul 2014

• Responded in a timely manner to resolve customers’ internet/landline service issues. • Demonstrated essential teamwork in supporting Company’s mission, values and business goals. • Achieved targets set by Senior Management. • Responded in a timely manner to resolve customers’ internet/landline service issues. • Demonstrated essential teamwork in supporting Company’s mission, values and business goals. • Achieved targets set by Senior Management.