Amrik Singh Email & Phone Number

Ipswich, Gb

Ipswich, England, United Kingdom

Nottingham, England, United Kingdom

After a short break from working whilst supporting the family business, this role has me responsible for validating complex incoming invoices, managing the Direct Debit portfolio, issuing daily Billing reports and work queues along with data analysis for all Operational tasks. Streamlining existing processes whilst identifying new processes to improve business performance. Negotiating existing contracts and timescales with third parties. Delivery of daily MI reports for the senior management team.

Ipswich, United Kingdom

In this role I have helped reduce the overall debt position by streamlining existing processes whilst introducing new ones. My daily role included overseeing the debt department & completing data analysis allowing me to be proactive with any problems that may occur or to identify trends in customer and agent behavior. Root cause analysis is also a key task to identify the cause of any issues whilst suggesting and implementing remedies. My key achievements in the role: • Reduced bad debt by £10M+, introduced a new debt dunning system as a remedy to our bad debt & provisions problem. Instant success with inbound calls resulting in 40% positive outcomes. • Trusted brand ambassador traveling to Durban, South Africa to set up a team of 15 FTE whilst overseeing an existing team of 40 FTE.• Redeployment of onshore customer service agents to Credit Control operations to increase the average Direct Debit from £70 to £110 for Live customers. Earning an additional £4M per month in Direct Debit revenue. • Successfully achieved business goals by motivating & managing 3 team managers, using daily buzz board briefs & weekly overview meetings • Reconciled our debt portfolio to see what accounts were not fit to collect and establish the root cause. Internal process issues identified and corrected, releasing 3k accounts for debt chasing worth £1.4M. This then became a monthly control report as part of BAU.• Reviewed our internal Direct Debit review process, redesigning and streamlining which provided a 35% resource-saving.• Created a control report for the wider business identifying unnamed accounts. This resulted in an 88% reduction for unnamed accounts, also collecting £420K as a value-added benefit.• Introduced targeted Email and SMS campaigns. This generated £4.2M in ad hoc and Direct Debit payments.

Ipswich, United Kingdom

As Customer Services Team Manager, I was responsible for managing the day to day running of the call centre, including inbound calls, emails, webchat and social media. Analysing intraday and historical reporting to manage workstreams. I then progressed into Credit Control Team Manager, and I was responsible for leading and developing 13 agents, which included 121’s, KPI setting and team meetings. I was responsible for maintaining our SLA’s and ensuring that the company maintains its Direct Debit license.My key achievements in this role:• Targets were accomplished consistently. Keeping all workstream within a 48-hour service level agreement and adhering to our Direct Debit license.• Developed both teams to be multiskilled, increasing First Call Resolution rates and efficiency.• Implemented an outbound dialling process to increase cash collection & return of failed Direct Debits.• Supported back office teams with backlogs, resulting in a 6-8-week timescale for Home Moves being reduced to 24 hours.• Successfully ran an outbound renewal campaign during a large renewal period, achieving 35% positive outcomes.• Introduced an hourly working schedule to increase the team’s efficiency by 20%. • Achieved a balance between a 95% service level whilst keeping agents idle time low.• Reached a 24-hour service level agreement on all other workstreams like emails and social media.