James Leonard Email & Phone Number

Ireland

County Dublin, Ireland

• Lead the Credit and Collections teams in Ireland and Manila across both the Flexirent and Flexi-Fi products
• Internal SME on Credit Models, Risk Assessment and Data Analytics.
• Perform regular performance monitoring of existing models with strong ability to identify high risk / fraud / loss trends.
• Identification of potential performance enhancement opportunities / swap set identification.
• SME responsible for implementation of agreed model changes.
• Key liaison between external model developers (such as credit bureaus) and Flexirent Ireland.

Ireland

• Quality & Risk Manager
• Led an internal audit function which assessed the quality of a loan portfolio together with risk identification.
• Worked as part of a multi-functional project team that included the Directors of Compliance and Operations which was targeted with addressing risk and resulted in the update to key policies and procedures.
• Completed the due diligence on a third party loan portfolio from a quality and risk perspective as part of an acquisition.
• Implemented a risk process whereby a sample of completed loans were audited on a monthly basis which ensured compliance with internal underwriting policies and processes.
• Created a reporting dashboard that displayed results for the company with the capability to focus in on specific areas or individuals within the organisation.

Ireland

• Designed and implemented a training framework which was rolled out as part of an onboarding process. Included creation of a training plan and materials to delivery and knowledge retention.
• Identified and drove efficiencies through process improvement and automation.
• Created a walk-through of key processes across the company through Microsoft Visio. This led to process gap identification and the implementation of a process library.

Dublin

• Led a team that dealt with multiple EU based markets (Sweden, Norway, Netherlands and Germany) tasked with the identification and removal of infringing site content as well as the development of scalable solutions..
• Worked to develop team members so that they could operate autonomously on executing projects that resulted in process and tool improvements. Created a framework that allowed the team to report outwards to the business.
• Delivered on specific market level initiatives through a global program that partnered with cross-functional teams (for instance the Global Trust Project which was tasked with improving Facebook’s user trust metric).

Bern Area, Switzerland

• Managed a team of supervisors & specialists across the EU, US and China sites.
• Responsible for over 100 billing related tasks performed across the 3 sites which processed approx 500,000 transactions a month.
• Implemented a new refunds process to identify and remove potential money laundering risk to the global marketplace.
• Drove process and people efficiencies through projects involving automation and continuous process improvement methodologies which achieved a saving of 2 FTE (for instance a new Bankruptcy tool).
• Ensured continuous 24/7 support using follow the sun rotation and maintained customer facing SLA’s.
• Ensured appropriate staffing at all sites, transfer tasks between sites as needed

Dublin

• Managed the General Support, Billing & Collections escalation teams which provided 2nd level support to the Italian, Spanish, German, UK and French markets in addition to supporting the related third party service.
• Implemented a new customer channel via live chat, which resulted in a 22 point increase in Seller Net Promoter Score. Due to the success of this deployment, live chat was adopted and deployed in across all of UK.
• Recruited, led, coached and developed the agents under my remit and ensured adherence to HR policies and administered disciplinary actions according to policy.
• Ensured that performance metrics were achieved (including but not limited to Customer Satisfaction and Quality targets in excess of 85% on a monthly basis).

County Dublin, Ireland

• Managed a team of agents engaged in an outbound phone campaign to support new sellers building their business on eBay with the goal of transitioning those sellers from hobby to professional sellers.
• Monitored KPIs and SLA’s to identify issues and ensure goals were achieved.
• Drove Process Improvements for my area through close collaboration with the Business Unit.
• Completed an end to end review of the sustainability of the program that resulted in the team being reassigned to more value add tasks.

Dublin

• Responsibility for Training, Quality, Process Improvement, Communication
• Deployed a quality analysis framework for email and chat to eBay’s third party service providers (co-located in India and the Philippines) and carried out calibration sessions to identify and close any knowledge gaps.
• Conducted all aspects of training from New Hire to refresher based training for both policy & tools. As part of this role trained over 100 agents as part of the roll-out of a new program of business (Top Buyer).
• Performed deep dive analysis in order to improve customer performance metrics (satisfaction, resolution and Net Promoter Score). Insights gathered as part of this analysis were used to drive process improvements.
• Acted as subject matter expert for the team and third party service providers and facilitated change through the release and deployment of new features (which included policy, product, tool & procedural updates).
• Involved in implementing a process which increased resolution through eBay/PayPal for members who had experienced a poor buying experience.

Dublin

• Demonstrate excellent knowledge of eBay products, practices, policies and procedures
• Support customer and vendor queries via chat and email channels.
• Effectively solve problems and find the best solution for customers.
• Consistently meet or exceed productivity and quality targets
• Ability to work effectively and efficiently with all internal tools and systems
• Work cross-functionally with all teams

Dublin

• Dealing with a large variety of suppliers who were invoicing BWG for goods purchased
• Analysing invoices to ensure they conformed to the EDIFACT standard of EDI which so that it could interact with our system and be tracked correctly
• Advising new suppliers on using EDIFACT to transmit invoices. This involved a test period where sample invoices were sent so that issues could be identified and resolved prior to going live

Dublin

• Creation of Ad Hoc reports to support the business needs
• Created and maintained databases and spreadsheets for the department
• Responsibility for arranging system access for members of the department

Batchelor Of Science, Computing

Computing Degree with a background in business.

National Diploma, Computing