Belinda Clemson Email & Phone Number

Australia

Australia

As the lead for optimizing Rec & Set initiatives, I define problems, scope designs, develop cases, and create impact statements. I oversee implementation, user acceptance testing (UAT), and pre and post-live testing and reviews. I identify, investigate, and document processes for departmental improvement, delivering these initiatives to management, leaders, and staff. I also lead major company projects, develop, review, and implement KPIs, and identify and plan for new opportunities.

Australia

Brisbane, Queensland, Australia

I led an underperforming, disengaged team to consistently exceed KPIs every month for the past three years, enhancing team recovery rates through critical process analysis and effective negotiation. I conducted strategic follow-ups with professional partners to ensure timely and cost-effective outcomes while ensuring compliance with GICOP, Debt Recovery Guidelines, and Complaints Management. I managed interactions with vulnerable customers and third parties, delivered one-on-one and team coaching sessions focused on personal development and KPI achievement, and reviewed and authorized complex files for litigation, negotiation, and potential write-offs. I maintained open communication and provided feedback to secure departmental and business success, recruited new consultants for the recoveries department, and led teams both in-person and remotely across multiple sites. Additionally, I acted as an SME for Role Connect, overseeing writing and implementation, and I am currently working to restore consultant trust, engagement, and processes in the Kawana Recoveries team.

Australia

I conduct one-on-one and full-team coaching sessions focused on leader personal improvements and development to assist in delivering and exceeding company KPIs and personal achievements. I provide weekly and monthly reports to the Motor Claims Director. I traveled to South Africa to observe, course-correct, implement processes, and teach new procedures. I manage team leader and consultant performance and processes, increasing TPD conversion rates for TPI recoveries by creating and implementing strategies with regular reviews. I perform data reviews to discover new opportunities, oversee TPD recruitment, and contribute to the input and review of a new KPI incentive structure. Additionally, I have restructured the decision engine, liaised with other departments and leaders for operational requirements, managed HR for staff and leaders, and worked to repair relationships with offshore consultants and leaders.

Australia

I led teams of Customer Service Consultants to achieve company KPIs, including customer satisfaction, retention, AHT, ACW, and compliance. I recruited, trained, and ensured the readiness of new consultants, successfully guiding a team of new hires through the peak of the COVID-19 pandemic remotely. This challenging period required me to consistently monitor calls, provide real-time coaching and assistance via online chat, address IT issues remotely, and ensure the mental well-being of each consultant, all while maintaining high standards of performance and compliance

Brisbane, Queensland, Australia

• 100-150 calls per day• Rotating 24 hours shift work• Delivered critical services in emergencies, including 000 calls.• Mental health services, including suicide prevention and vulnerable individuals. • Non-urgent General public phone guidance and support including crime reports, Crime Stoppers, and Complaints against Police Officers• Advise Law Enforcement officers on report composition and charge alternatives and completion of official crime documentation. • Management of online crime submissions• Successful management of new staff member onboarding

Brisbane, Queensland, Australia

• Management of full branch – began as a teller in 2006 and promoted to Branch Manager in 2008.• Coaching of staff in many different roles in the branch as well as many different personalities.• Lending and deposit targets exceeded – only branch in the LAM to achieve target for 2012.• Home lending process and approval. Full direct credit authority to approve or decline loans – loan approvals up to $1m, average loan size $500k.• International banking