Advising and managing a large mixture of Pre-litigated and litigated caseloads across multiple disciplines both as Claimant and Defendant including; Debt Recovery including Business to Business (B2B), Business to Consumer (B2C) and Consumer to Consumer (C2C) Debt Recovery; both on secured and non-secured debt,Enforcement Proceedings including; Orders for sale, High Court Writ, High Court Enforcement Officers (HCEO), County Court Bailiffs, Injunctions, Attachment of Earnings Orders, Charging Orders, Winding up petitions, Bankruptcy ProceedingsLand disputes including boundary disputes, adverse possession and restrictive covenants,Housing disputes including; Residential Possession Proceedings (Section 21, Section 8 Notices, Notices to Quit, Tresspassers / Squatters), Commercial Repossession (including Commercial Rent Arrears Recovery (CRAR) and Forfeiture), Tenancy Deposit Scheme Breaches, Building Disrepair Claims. Contractual Disputes for both individuals and businessesInheritance Act ClaimsProfessional Negligence Claims

In July 2017, I joined Lance Mason Solicitors as Collections Officer responsible for managing a multi-million pound portfolio of B2C debt, perusing debtors in line with best debt recovery practice to ensure maximum recovery of revenue. Following a successful six months, Lance Mason and I began a project working alongside our IT specialists to develop a comprehensive system upgrade enabling automation of standard debt recovery letters, texts and emails amongst other key system upgrades. In 2018, the firm began pushing more cases to Litigation and I began handling cases from the beginning when an invoice was raised, all the way through Litigation to instructing High Court Enforcement or applying for an Attachment of Earnings Order. In November 2018, I accepted a new position of Debt Recovery and Litigation Officer formally recognising the changing job role with more cases being ran through Litigation. In 2018, we have seen further development with the team having grown from one full time member of staff to four with further growth planned into 2019. New additions to the team have had to be trained and brought from no collections experience to now operating as high level collectors up to Pre-Litigation stage. Key responsibilities included; 1. Ensuring challenging KPI's were achieved across the department with statistical analysis on areas of further improvement. 2. Test, design and implement, strategies to ensure cases rotated effectively whilst maintaining high returns. 3. Designing and documenting policies and procedures in a user friendly manner which can be used as a training resource for new staff. 4. Analysing staff performance to ensure a high quality of work is achieved in compliance with SRA requirements. 5. Producing weekly, monthly and termly (every four months) reports for presentation at board level.

In November 2016 I joined Guardian Recoveries as Collections Manager overseeing procedural changes within the business developing business retention with the Sales Department whilst developing and expanding the Collections Team. Reporting directly to the Managing Director my key responsibilities included; 1. Analysing current policies and procedures and amending these to comply with best debt recovery practice. 2. Implementing new procedures into existing case management software to maximise resources. 3. Analysing staff workload and structure to develop more efficient workflows and set achievable and specific KPI's. 5. Restructuring existing debt ledger for maximum revenue.

In September 2015 I joined MIS as Service Manager for the Australia and New Zealand branch of the business, reporting to the Global Service Manager working nights Sunday - Thursday. The team had been without a consistent manager since the service operation had been moved from Australia and needed thorough restructuring with many outdated processes alongside a demoralised team. Following the restructuring the Service Team consisted of Customer Services, Sites, Complaints (& Legal), Credit Control. Debt Recovery, Retentions and Renewals which generated $1.6m within 6 months, up $700k from the same period last year, Whilst I have worked for MIS I have overseen the transition between two databases, a new rigorous compliance management programme, a well publicised court case from the ACCC (Australia’s Watchdog), a new bespoke complaints management system, an entire revamp of the Collections process and integration of a new 3rd party debt recovery company. My key responsibilities included; 1. Amending processes and procedures to ensure contractual SLA's were achieved across all service departments. 2. Providing detailed analysis and reporting to be used as part of Global restructuring proposals before the board to improve customer experience and retention thereby reducing the level of debt within the business. 3. Setting KPI's for all staff members including auditing to ensure compliance with specific Australian legislation and legal undertakings. 4. Providing weekly and monthly reports for Senior Management meetings. 5. Analysing staff performance and conducting monthly reviews to ensure regular feedback for staff on further development whilst also allowing staff opportunities to provide feedback and recommendations on business / procedural improvements. In November 2016, the business sold the Australia section of the business and myself and my team were made redundant.

In September 2011 I joined Rocketfish as a Customer Service Advisor contacting over 300 customers each month to ensure customers expectations were being met and resolving any concerns raised. When I first joined the company, Rocketfish were undergoing a significant change to their processes of communicating with their customers and it was my responsibility to ensure that all customers were fully informed and involved in this reform. Over the first 3 months I was given extensive training on Search Engine Optimisation (SEO) and Online Marketing which enabled me to effectively manage Rocketfish's Renewal program which started in December 2011 and involved analysing statistical website visitor data, reviewing the success of the campaign, put together an action plan for the following year and renew the contract for a further 12 months. Following the Renewal Program, Rocketfish increased their Retention of Active customers from 50% to 85%. In February 2012, I was promoted to Head of Customer Services reporting directly to the board, managing and training a team of Customer Service Advisers, including dealing with formal complaints and retaining cancelled accounts. During this time I managed critical accounts to ensure that clients were achieving the maximum return on investment during their time with Rocketfish. In April 2012, I took over collection activity for Non-Paying customers including collecting current and historic debt. Part of collection involved the processing of all paperwork, witness statements and evidence required for litigation and in June 2012 I became the Litigation Officer for the company. During the expansion of the company I have been involved in the appointment and management of external providers including Debt Collection Agencies, Corporate Video Production and Solicitors. I have personally overseen changes to the companies Terms and Conditions, Contracts and Internal Procedures and Policies.