As Collection Manager for Charter Mercantile Pty Ltd I played a key role in effectively managing the collections process, including identification of areas for improving processes, systems development, strategy implementation, staff management, dispute resolution and maintaining client relationships.My achievements at Charter include the successful on-boarding of the two major onshore clients, Bankwest and Commonwealth Bank, and the retention of the clients for 13 and 10 years respectively, a relationship that significantly contributed to the existence of Charter's onshore office and continues today.Career highlights also include traveling to Charter BPO Pvt Ltd in Kochi, India and the close relationships I developed with the offshore programmers, IT, QA and MIS staff.

As Senior Client Relationship Manager in the Banking and Finance department I was responsible for a collection team consisting of 10 staff and for maintaining relationships with several major clients

Responsible for performing loss mitigation and recovery activities regarding delinquent and charged-off accounts in accordance with regulatory guidelines and client requirements. The role required a high level of communication, negotiation and conflict resolution skills

My career in collections started at Collection House, this was a great introduction to the industry where I developed negotiation and conflict resolution skills gained from previous sales roles. My time at Collection House culminated with winning the best collectors award in the consumer collections department before leaving to develop my career at Charter Mercantile.