Ashley Collins Email & Phone Number

Boston, Massachusetts, United States

• Provide best-in-class SaaS user onboarding, provisioning and offboarding services to clients from a wide range of industries;• Proficient in user management across various identity access management platforms including Okta, JumpCloud, Google Workspace and Microsoft 365;• Manage end to end HR process for clients;• Continual optimisation of existing processes and procedures in order to increase internal efficiency and ensure a seamless client experience;• Proactively audit… Show more • Provide best-in-class SaaS user onboarding, provisioning and offboarding services to clients from a wide range of industries;• Proficient in user management across various identity access management platforms including Okta, JumpCloud, Google Workspace and Microsoft 365;• Manage end to end HR process for clients;• Continual optimisation of existing processes and procedures in order to increase internal efficiency and ensure a seamless client experience;• Proactively audit client SaaS services to ensure optimal usage of licenses and resources, business continuity and effective license lifecycle management;• Handle all related client queries within best-in-class SLA's. Show less

Cape Town Area, South Africa

• Managed all recruitment, training, coaching, discipline and other general HRM;• Motivated team to achieve best in class individual and team KPI’s;• Managed day-to-day operations of call centre including resource planning and strategy;• Implemented change management projects including digitilisation of call centre during COVID pandemic;• Client liaison, negotiation and stakeholder management;• Developed process improvement projects including QA frameworks, omni-channel… Show more • Managed all recruitment, training, coaching, discipline and other general HRM;• Motivated team to achieve best in class individual and team KPI’s;• Managed day-to-day operations of call centre including resource planning and strategy;• Implemented change management projects including digitilisation of call centre during COVID pandemic;• Client liaison, negotiation and stakeholder management;• Developed process improvement projects including QA frameworks, omni-channel development and process automation;• Prepared, analysed and presented regular internal and external reporting including proactive identification of business opportunities. Show less

Melbourne, Australia

• Managed a team of Customer Care Officers responsible for handling formal complaints received via phone, email, social media and chat;• Handled all recruitment, training, coaching, disciplinary procedures and other HR tasks;• Handled complaint cases in accordance with strict Ombudsman requirements;• Analysed customer experience trends through regular reporting and analysis in order to identify business risks and opportunities;• Achieved regular achievement of best-in-class team… Show more • Managed a team of Customer Care Officers responsible for handling formal complaints received via phone, email, social media and chat;• Handled all recruitment, training, coaching, disciplinary procedures and other HR tasks;• Handled complaint cases in accordance with strict Ombudsman requirements;• Analysed customer experience trends through regular reporting and analysis in order to identify business risks and opportunities;• Achieved regular achievement of best-in-class team KPIs’s. Show less

Venlo, Netherlands

• Managed a multi-lingual team of 10 content developers who were responsible for writing copy and maintaining content on several websites for the European market;• Handled all recruitment, training, coaching and other HR tasks within the team;• High level of collaboration with internal and external stakeholders who required access to product content, ensuring standardised, high quality content was available;• Enable training and development of staff to required copywriting… Show more • Managed a multi-lingual team of 10 content developers who were responsible for writing copy and maintaining content on several websites for the European market;• Handled all recruitment, training, coaching and other HR tasks within the team;• High level of collaboration with internal and external stakeholders who required access to product content, ensuring standardised, high quality content was available;• Enable training and development of staff to required copywriting standards;• Managed several product launch projects meeting tight deadlines for content availability. Show less

Maastricht Area, Netherlands

• Generate new business through telephone and email conversations with potential B2C and B2B clients;• Achieve set individual and teams sales targets and other KPI's;• Manage a VIP portfolio and enable desirable outcome for clients and business.

Melbourne, Australia

• Recruitment, training, mentoring and coaching of an entire team of debt collectors;• Development of end to end debt recovery processes and procedures in line with internal company goals and external regulatory environment;• Regular reporting and presentations to internal and external stakeholders outlining performance, industry trends and proactive suggestions for recovery strategies;• Identification of new business and lending opportunities based on customer behaviour.

Melbourne, Australia

• Managed a team of 15-20 Customer Service Officers;• Managed all HR requirements including recruitment, training, discipline of staff and performance management process where required;• Achieve key individual and team KPI’s including call quality, financial recovery targets, call wait times and productivity;• Strategy development including dialer campaigns, rostering of agents and targeted mail and SMS campaigns;• Implemented succession planning for staff to further their… Show more • Managed a team of 15-20 Customer Service Officers;• Managed all HR requirements including recruitment, training, discipline of staff and performance management process where required;• Achieve key individual and team KPI’s including call quality, financial recovery targets, call wait times and productivity;• Strategy development including dialer campaigns, rostering of agents and targeted mail and SMS campaigns;• Implemented succession planning for staff to further their career within the company;• Conducted induction and refresher training as backup site trainer. Show less

Melbourne, Australia

In this role I was responsible for handling inbound and outbound customer contacts, mainly dealing with the repayment of overdue money and general customer service enquiries.Key to the role was the provision of excellent customer service and a strong negotiation ability to ensure a positive outcome for the customer and the company, that would lead to repayment of a debt and retention of the customer.This role involved working to KPI's and targets which were productivity and… Show more In this role I was responsible for handling inbound and outbound customer contacts, mainly dealing with the repayment of overdue money and general customer service enquiries.Key to the role was the provision of excellent customer service and a strong negotiation ability to ensure a positive outcome for the customer and the company, that would lead to repayment of a debt and retention of the customer.This role involved working to KPI's and targets which were productivity and revenue based. Show less

Graduate Certificate In Human Resource Management, Distinction

Bachelor, Business (Sport And Leisure Management)

Certificate Iv, Frontline Management

Certificate Iii, Financial Services

Certificate Ii, Interactive Multimedia