Anthony Howe Email & Phone Number

Nottingham, England, United Kingdom

Responsible for providing direction and problem solving to employees in supporting aged debt residential customers Team Engagement rated at 10 out of 10 by direct reports in monthly internal survey Achieved a Record high weekly % payment conversion for debt customers with a brand new team after 1 month in operation Successfully ran the Department in Managers Absence achieving a record Debt Outbound Resolution 2% over Target Resolved £2.479m worth of debt, aged over 361 days in 3 months from May to July 2024.

Nottingham, United Kingdom

Leading 32 employees across 5 different departments with combined sales of over £43million through completion of 20,000 Enquiries and 12,000 orders per year. Directed the successful implementation of the Sales team, (owing to the pandemic) from being office based to working from home full time – this included the logistics of hardware, implementation of a new automated process, team engagement, employee contractual amendments all whilst continuing to deliver a high level of customer service and output. Re-organisation of the Sales Department, creating an improved customer experience and reducing internal non value add steps and promoting 6 employees internally resulting in increased team engagement and customer net promoter score. Reduced customer invoice disputes from £300k (58 cases) to £12k (3 cases) in 6 months by removing a single point of failure and applying a once a week daily focus to drive resolution and subsequent improved customer output.Improved and excelled on the Business Employee Engagement metric turning the result from September 2018 in the Department (being undertaken when I joined) from 49% to 79% by December 2022

Nottingham

14 years experience in a high volume customer contact centre managing at its peak 100 full time employee’s in a central environment in addition to Operational Branches around the UK. Extensive background in debt collection, improving customer service through strategy implementation, complaint root cause analysis and people management. Continual yearly over target achievement of budget since 2011, culminating in being £2 million over target in 2017, achieving operational customer service complaints at a business low of 0.1% and employee attendance at 99.5%.Achievements:• Responsible for the day to day management of at its peak 100 full time employee’s in a central environment in addition to 4 Operational Branches around the UK. • Continual over achievement on Key Performance Indicators encompassing both cash and customer service levels• Implemented a start up Recoveries collection department that generated £4.7m cash collect in its second year operating• Re-engineered the operational tracing strategy achieving a £200k cost save by creating a robust selection criteria• Created an Operational ‘balanced scorecard’ that resulted in increased performance and improvements in call quality, ever improving employee engagement and witnessed Operations downgrade its risk rating from Moderate to Low • Implemented the delivery of a cultural programme under the principles of ‘Doing the Right Thing’ dovetailing with the governance as detailed by the Financial Conduct Authority• Health & Safety, Fire Warden, Root Cause Analysis and Senior Manager Group Representative

Responsible for up to 10 direct reportsContinual over achievement in cash collections across sub-prime Secured, Unsecured and Hire Purchase portfolio's.Designated Area project leader and tester for system platform change overImplementation of a 3rd party automated technology increasing outbound contacts at a reduced cost. The cost savings on outbound contact using this application where circa £50,000 per annum and a reduction in required team size of 25%.Invited to a Company Senior Management Seminar in 2008 due to consistent high performance

Training and developing new employees through the new starter process and effective call handlingIndividually managing all delinquent centralised hire purchase accounts to target 9 months consecutivelyManaging all customer insurance requests through the branch network

Leading Engagement Through Sdi (Strength Deployment Inventory), Pass

The course centred on Strength Deplyment Inventory (created by Elias Porter) and including learning modules such as KOLB's Learning Cycle.

Bachelor Of Arts (B.A.), Human Geography, 2:1

Dissertation on 'The Globalisation of Manchester United' looking at the social and financial impacts of a Global Sports Brand on different.

4 A Levels Grades A - D, 10 Gcse'S Grades A-C

Ba Honours, Human Geography