Emma Rees Email & Phone Number

Melbourne, Victoria, Australia

Docklands, Victoria, Australia

Key Accountabilities & Achievements:• Utilise specialist knowledge to analyse eligible customer accounts and complete debt parcel segmentation in order to issue detailed information to the debt buying market outlining debt parcel attributes, profile and pricing expectations• Apply accounting principles and knowledge to determine BDE impacts • Lead ongoing reviews of business and financial processes and systems to ensure Telstra’s corporate objectives are met specifically… Show more Key Accountabilities & Achievements:• Utilise specialist knowledge to analyse eligible customer accounts and complete debt parcel segmentation in order to issue detailed information to the debt buying market outlining debt parcel attributes, profile and pricing expectations• Apply accounting principles and knowledge to determine BDE impacts • Lead ongoing reviews of business and financial processes and systems to ensure Telstra’s corporate objectives are met specifically pertaining to debt segmentation and parcel creation• Utilise expert sale of debt market knowledge to establish contractual agreements with new debt buyers to maximise competitive market tension• Detailed knowledge of debt collection guidelines, with expert knowledge of legislation pertaining to debt sale in Australia and New Zealand• Lead and coordinate sale of debt bid negotiation process, engaging with senior executives of Telstra’s debt buying panel to maximise individual debt parcel pricing• Apply commercial judgement to negotiate dispute resolution with senior executives of debt buying panel• Established and maintained strong working relationships with key senior stakeholders to maintain detailed knowledge of the domestic buying market• Developed and coordinated complaint mitigation strategies Telstra-wide to minimise adverse customer impact resulting from quarterly sale of debt program• Maintain a number of both internal and external stakeholder relationships such as the customer relations area, legal, project team, IT and external consultants• Work with a number of internal stakeholders across Telstra to provide education on end to end recoveries processes • Travelled to Manila for 6 weeks in September 2012 to train and support staff taking over a number of operational support functions• Participated as a subject matter expert for external default listing on a large-scale project to build a replacement database for default records Show less

Key Accountabilities:• Utilised subject matter expertise to develop referral strategies in order to maximise recovery rates• Developed an understanding of Telstra’s internal structure, internal and external relationships whilst maintaining an awareness of relevant legislation, government and Telstra policy, regulations and requirements• Developed complaint mitigation strategies to minimise adverse customer impact resulting from debt referral. Also acted as a point of escalation… Show more Key Accountabilities:• Utilised subject matter expertise to develop referral strategies in order to maximise recovery rates• Developed an understanding of Telstra’s internal structure, internal and external relationships whilst maintaining an awareness of relevant legislation, government and Telstra policy, regulations and requirements• Developed complaint mitigation strategies to minimise adverse customer impact resulting from debt referral. Also acted as a point of escalation for complex disputes relating to referred accounts• Established and maintained working relationships with key senior external stakeholders in order to provide support to agents and maintain a detailed knowledge of the domestic OCA market• Developed strategic initiatives & lead actions with senior executives of OCA panel members to increase recovery performance• Reviewed OCA collection processes, activity and timing and led/negotiated changes to improve business outcomes• Engaged in ongoing reviews of business, financial processes and systems to ensure Telstra’s corporate strategies were met• Completed the above actions in conjunction with a quarterly sale of debt program• Managed a team of consultants who facilitate inbound support calls for OCA and sale of debt partners• Trained, coached and developed the team• Strategized work streams including kana queues for OCA’s and sale of debt partners, default removal request inbox, close file request, outgoing letters, commission reporting and accruals Show less

Key Accountabilities:• Organised staff folders, paperwork, etc• Learned appropriate systems and processes in Bigpond so that I was able to better assist my team when required• Built staff morale and worked to create a more positive environment within the team• Provided continuous feedback to team members with regards to performance• Organised regular team meetings, statistics being sent out, as well as performance scorecards • Analysed statistics so I was able to… Show more Key Accountabilities:• Organised staff folders, paperwork, etc• Learned appropriate systems and processes in Bigpond so that I was able to better assist my team when required• Built staff morale and worked to create a more positive environment within the team• Provided continuous feedback to team members with regards to performance• Organised regular team meetings, statistics being sent out, as well as performance scorecards • Analysed statistics so I was able to determine where I needed to focus with regards to coaching and development with different team members and have begun to execute on that through general discussion with team members, providing regular stats, listening to calls and providing immediate feedback• Developed and co-ordinated a skip tracing project to increase recoveries on delinquent accounts with limited customer contact details Show less