Adele Thomas Email & Phone Number

Chester, England, United Kingdom

Chester, England, United Kingdom

I sought the opportunity to create a new role in the Collections Call Centre (approx 200 FTE) to maximise the availability of the staff through reducing absence, lateness, underperformance and supporting HR.Managing all associates who are absent long term through sickness, maternity or disabilityArranging regular onsite meetings with Human Resources, Occupational Health and ensuring all applicable assistance is given to promote a timely return to the businessArranging gradual return to work hours Completing 100% of Flexible Working Requests submittedDesigned and implemented a new call in process to report absencesInterpreting policies and minimizing absence through route cause of absence analysisCompleting audits on all absences, ensuring all policies have been followed and correct levels of warnings appliedManaging associates with high absence out of the businessRedesigned and implemented the Performance Improvement Plan in Collections, Recoveries, Credit and Fraud. The revised PIP has lead to the lowest performing 10% of associates being highlighted and managed appropriatelyIntroduced the Lateness tracking and reporting project saving the department on average £8,000 pm

This role entailed managing teams within a busy call centre which serviced accounts in delinquency, ranging from 5 days past due to charge off.Managing teams of employees across all stages of delinquency including charge offCoaching staff to exceed targets and maintain standards of quality using GoberBeing knowledgeable of regulators and financial bodiesPreventing losses for the bank by implementing target driven strategiesNegotiating settlements and setting up arrangementsWorking to stretched targets on a month to month basisIdentifying cases of incentive Fraud and seeing through to completion Summary Cont.

The prestigious CRM Programme involved cross skill management training and placement in all areas of the bank. Education in Contact Centre, Credit, Fraud and CollectionsPassed Lending AccreditationProvided manager cover in Collections, Contact Centre, Telemarketing and CreditTraining in Coaching, HR Processes, Managements styles and Presentation skillsWorking to stretched targets when on coverAccredited in both quality and compliance listening

This role entailed managing permanent and agency staff in the Customer Retention and Telemarketing Departments. Educating staff in call taking, systems and Retention strategiesManaging a range of teams across Retention, Inbound Telemarketing and the Central Listening UnitEnsuring Compliance is maintained and enforced on callsGenerating revenue by motivating teams to hit insurance sales targets

Call taking role within the Customer Retention team. Heavily customer service focused role encouraging the retention of business and promoting its continued useProblem resolution/Complaint handlingNegotiating rates of interest/Remaining competitiveSelling additional products such as loans, balance transfers and insurance productsWorking to stretched targets on a month to month basis

Managing full load and multi drop haulage across the North Wales area.Day to day management of 2 busy PALLEX depots in Wrexham and CaernarfonAttending meetings with area Depot heads to align strategies, prices etcSupported a team of 15 driversArranging multi drop routes across North Wales as well as return loadsArranging full loads across EuropeManaging a large profile of customers across the UKAcquiring new business Warehouse management/Stock rotation/AuditingCounterbalance and Reach Fork Lift Truck Licenses held