Collette Herrington Email & Phone Number

Aldershot, GB

London, England, United Kingdom

London, United Kingdom

• ICE offer a flexible suite of services including copyright administration, multi-territory online licensing and processing. Acting as the voice of the customer within ICE as the Account Manager for GEMA, PRS for Music.
• Received positive customer feedback and achieved company wide Reward and Recognition for Creativity for creating and presenting Online Query training for customers in order to improve query quality and to enhance.
• Awarded company wide Reward and Recognition for Excellence and Respect for training delivery and induction support for new colleagues.
• Improved and documented recurring processes and bespoke customer requests to streamline for the future.
• Trusted as a subject matter expert for the customer management group, providing input as part of E2E processes to communicate customer needs and perspective.

London, United Kingdom

Point of contact for customers of the multi territory ICE Core licence, including PRS for Music, GEMA, STIM, Peermusic, Downtown and Concord, managing the ICE/Customer relationship and handling customer needs and queries relating to Online.

• Public Performance Operations - Legal Enforcement TeamResponsible for protecting rights holder and performer rights through pursuing infringement action and royalty recovery. Led a performing team of 5 in final stage.
• Improved the Legal Enforcement Process by setting and enforcing expectations around exhaustion of customer contact prior to solicitor referral, and through reviewing case value thresholds to manage the workflow remit.
• Reformed the Legal Enforcement Quality Standard in order to deliver more specific feedback and coaching, resulting in greater attention to detail and a more considered approach to enforcement.
• Achieved a reduction of 26% in Legal Cost Expenses within 18 months.
• Delivered an increase of 15% in Legal Cost Recovery within 18 months.
• Consulted on Legal Enforcement processes and delivered training to 20+ employees for the newly formed Joint Venture (PPLPRS Limited). Established best practice meetings to ensure a fluid transition of cases.

London, United Kingdom

• Public Performance Operations - Renewals Team.Led and motivated a team of 9 to exceed renewals revenue targets. Responsible for contact management for renewal licensees, ensuring that high quality account and customer.
• Obtained 110% of the renewals revenue budget through uplift, prompt processing of renewals and strong pay through rates for renewal licensees.
• Reformed the Induction Training by creating and delivering modules on renewals, amendments, payments and refunds, which contributed to employees becoming productive more quickly and led to improved retention of new.

London, United Kingdom

• Public Performance Operations - Renewals TeamDelivered first class customer service and resolved customer licensing and account queries by telephone, email and letter. Exceeded targets through drive and self-managed.
• Conducted payment investigations and account amalgamations, resulting in allocation of unidentified payments and consolidation of multiple accounts, which led to a streamlined licensing process.
• Led the Exercise to Music project, which ensured accurate licensing of fitness centres and instructors following the Exercise to Music tariff reform. Acted as the primary point of contact for queries from PPL licensing.

Guildford & Camden Parkway, United Kingdom

Returned to Starbucks whilst studying and seeking opportunities within the music industry.

Farnham, Surrey

• Proactively approached All Hallows to create the role of Music and Audio Visual Technician and crafted the role over a 4 year period to become a permanent, full time position. Created and taught music technology and.
• Provided cover for music lessons during teacher absence.
• Operated as a sound technician for concert tours to Italy and France, not only responsible for audio, but directly responsible for the welfare of 10 children over the tour duration.

Guildford & Farnham, United Kingdom

Delivered prompt, high quality service to provide fresh hand crafted beverages. Delegated shift responsibilities to the team on a daily basis, and delivered training to new staff. Responsible for cash control, daily banking and processing of orders. Addressed and resolved customer queries and complaints.

Bachelor Of Arts (Ba), Music Technology (Specialist), 1:1 (First Class Honours)

Activities and Societies: Student Representative 'Music Technology Specialist'Music in Industry, Music & Media in Industry, Digital.

A Level, Music Technology, Photography, English Language

Music Technology (Sequencing, Recording, Editing, Composition, Music to the Moving Image) Photography (Digital, Film, Darkroom Techniques.