Ongoing coaching and employee development for up to 14 CCPs in accordance with MOS, whereby each employee is given structured feedback and lessons for coaching new skills to improve the collector efficiency. Ensure the efficiency of daily work, including meeting deadlines and motivation of the team. Ongoing responsibility for full performance managementProviding creative input to wider Credit Management leadership team on staff management/engagement/succession planning etc. Full PMP execution within Profile for Success leadership modelPartner closely with ICSS, IRM, WS and CNS

Secondment as Team Manager Credit Germany & AustriaEnsure operational targets are met through monitoring and prioritization of the workDrive improvement in all Credit effectiveness measures and Top Box experience in VOCM Deliver best in class QMP 6 results. Resolve high Credit/Fraud risk transactions and handle conflictive calls Attend and present Credit updates at market management meetings as requiredSupport credits audits, SOX requirements and BCP mandatesManage the Credit Operation budget for the market to within planPeople Leadership - Recruit, coach, develop, motivate and retain high performing talent at both Team Leader and Credit Specialist level to ensure effective credit and collection performance is achieved.Project Management

responsible for leading a Team of 22 employeesDay to day production effectiveness to include adherence to schedule and floor motivation.Making & recommending informed lending decisions on individual customer accounts.Ongoing responsibility for full performance managementProviding strategic direction on specialized dunning techniquesProviding creative input to wider Credit Management leadership team on staff management/engagement/succession planning etc.Full PMP execution within Profile for Success leadership modelPartner closely with ICSS, IRM, WS and CNS

As Senior Credit Service Representative I was responsible to support the Team Manager as a secondary "voice" on calls to collect dollars. Deliver extraordinary customer care through the handling of assist and escalation calls for an assigned team .Provide feedback and subject matter expertise that reduces preventable volume to better serve our customers. Provide insight to Team Leader on where to focus development efforts and coaching to drive extraordinary customer care.

As Credit Service Representative responsible to handle credit card accounts and ensure that they pose minimal risk to American Express. This includes making spending decisions within tight time frames and dealing with past due card accounts including inbound and outbound telephone contact with card holders, providing excellent customer service whilst following internal risk policies.