Cj Dalby Email & Phone Number

As a Collections Process Manager, my role is to manage and improve the collections process for the business. One of my main responsibilities is managing the automation of systems, workflows, and technologies to enhance customer service, increase quality, reduce operating costs, and minimize risk to the business.In addition to this, I work closely with the collections team leaders and business development departments to deliver excellent client and customer service. I manage the risk and change management documentation for various projects and ensure that they align with the company's strategic objectives.Part of my role involves managing collections software, workflows, correspondence templates, and reporting. I also manage the various contact channels, including phone, email, SMS, and digital correspondence methods.To continuously improve our collections and customer service strategies and performance, I monitor and analyze key performance indicators. I also scope and deliver projects to meet the company's strategic objectives.As a liaison between different departments and stakeholders, I manage relationships and ensure that our operations align with ethical and sustainable practices. I conduct regular training and coaching sessions across various business departments to enhance our overall performance.

Gordon, New South Wales, Australia

As a Collections Performance Manager, my primary focus was on coaching and supporting team leaders and staff to drive collections performance, improve customer service, and meet KPIs.I led and managed collections and customer service staff, ensuring they received the necessary coaching and support to provide exceptional service to clients and customers. I regularly conducted training sessions across different business departments to ensure that our team remained up-to-date with the latest developments in collections and customer service management.In addition to managing collections software and supporting technologies, I continuously monitored and improved collections and customer service strategies to enhance our team's performance. I worked closely with team leaders to help them identify areas for improvement and develop strategies to achieve our company's strategic objectives.Through my coaching and support, I helped team leaders and staff to develop the necessary skills and expertise to manage client relationships and enquiries effectively. I also played a crucial role in resolving any concerns or complaints that our team received from clients and customers.Overall, my focus on coaching and supporting team leaders and staff played a critical role in driving collections performance, improving customer service, and meeting KPIs. I am proud of the impact I had on our team's success and am committed to ongoing learning and development in this field.

Sydney, Australia

I joined CFMG as a Collections Officer within ECOLL, a debt recovery agency, and quickly advanced to become the Portfolio Manager/Team Leader for both ECOLL and iMS, a specialty collections agency.As the Team Leader, I was responsible for overseeing the management of various collection portfolios, including deceased, merchant, liquidation, hardship, and business as usual collections. I was committed to providing excellent customer service to both clients and customers, and I prioritized training and coaching to ensure that my team members shared this passion.In this role, I designed and implemented incentive programs that motivated and engaged team members, established daily schedules and goals, managed phone and automated dialler systems, resolved and escalated dispute queries, and ensured compliance with industry standards and regulations.I also worked closely with other business departments, including compliance, learning and development, and IT, to ensure that my team members had the necessary tools, resources, and opportunities to grow and develop their skills. Maintaining a balance of quality and productivity was always top of mind for me.Overall, my focus as a Team Leader was on leading by example, fostering a positive and collaborative work environment, and delivering exceptional results for clients and customers alike.

During my time as the Assistant Portfolio Manager/Team Leader at CFMG, I was responsible for supporting the Portfolio Manager in the management of various collection portfolios, including deceased, merchant, liquidation, hardship, and business as usual collections.My focus was on ensuring that the team members had the necessary resources, training, and coaching to deliver exceptional customer service and achieve outstanding results. I collaborated with the Portfolio Manager to develop and implement effective collection strategies, established daily schedules and goals, managed phone and automated dialler systems, and resolved and escalated dispute queries.Additionally, I played a key role in designing and implementing incentive programs that motivated and engaged team members, resulting in increased productivity and performance. I worked closely with other business departments, including compliance, learning and development, and IT, to ensure that the team members had the necessary tools and resources to grow and develop their skills.Overall, my contributions as the Assistant Portfolio Manager/Team Leader at CFMG led to a more efficient and effective collections process, improved team morale, and exceptional results for clients and customers alike.

I joined reminda as an experienced Collections Officer, bringing with me a wealth of expertise in fast-paced collections and advanced skip tracing skills. My primary objective was to support the team leader and collaborate with the team to develop and implement strategies for successful collections.In this role, I was responsible for managing accounts that were several months past due and developing and executing effective collection plans. I employed my extensive skip tracing abilities to locate and contact customers who were difficult to reach or had relocated, ensuring that they were fully informed of their outstanding debts and providing them with various options for repayment.Furthermore, I worked closely with the team leader to identify and implement process improvements that would optimize collections procedures and streamline the department's operations. My excellent communication and interpersonal skills allowed me to work collaboratively with my colleagues and build relationships with customers to facilitate successful debt recovery.Overall, my contributions as a Collections Officer at reminda resulted in a significant increase in the company's collection rate and a more efficient and effective collections process.

I began my journey at CCG with the goal of exploring a new career path that offered substantial room for growth. During my time at the company, I started in a mid-range division team that managed accounts ranging from 1-15 years past due. My responsibilities included overseeing credit cards, personal loans, secured debt, lines of credit, telecommunications debt, and various other accounts.Throughout my tenure, I honed my abilities in investigations and skip tracing, and received training in lateral thinking, working with clients in challenging circumstances, and legal proceedings related to enforcing legal action. By applying these skills effectively, I was able to climb the ranks and assume a leadership position in the front-end division.As part of the front-end team, I managed accounts that were six months in arrears, which required me to operate in a fast-paced environment. In this role, I further developed my competencies in ledger management, time management, multitasking, and customer service. My experience in this position proved instrumental in my subsequent professional progression.