Lynette George Email & Phone Number

Preston, England, Gb

Manchester, United Kingdom

• Manage a key delinquency collections team and oversee the successful achievement of executive, departmental and business targets such as service levels and customer outcome metrics.• Team Management including individual performance management, coaching, setting weekly/monthly targets over a broad range of KPI’s from talk time to cash collected and tracking performance against these targets. • Providing team members with regular feedback and holding 1 to 1s, KPI reviews, call shadowing sessions, cascading company communication and honing negotiation skills which drive improvements in cure, roll and default rates.• Developing my team and setting long term progression goals to enhance their career. • Providing a quality orientated, highly focused service to all internal and external stakeholders which meets all aspects of the Quality Assurance framework.• Customer complaints - ensuring our team is focused on delivering a first contact resolution on all calls and where necessary handle and resolve escalated issues.• Ensure that all aspects of regulatory compliance and internal FIS processes are adhered to and excellent customer service is consistently achieved• Identify areas for improvement and work with supporting teams/colleagues to develop, with root cause analysis & improvement plans. • Support & coach peers with day-to-day responsibilities on running the team, such as: Hiring, Writing/updating process/guidance for our Collections Advisors • Support and work with the Senior UK SMB Collections Leader with planning and initiatives on a short-, medium- and long-term roadmap • Deputising for Senior UK SMB Collections Leader – taking on key responsibilities / stakeholder management.• Manage and be point of contact for key projects/change within the team. • Liaise and build a partnership with wider Global Collections / Global Operations to work effectively across the teams. • Reporting – working with MI to finalise Advisor/department cash

Preston, United Kingdom

• Responsible for the development and performance of 7 Account Representatives through motivation, leading by example, innovation and performance management• Ensuring a high standard of call and account quality by working closely with the individuals and coaching team.• Generating revenue of circa £25k per month through a fee per account• Maintaining a successful target driven environment, through contingency planning, organisation, delegation and leadership• Responsible for exceptional standards of compliance and dealing with customer sensitive data• Conducting monthly internal account level audits, regulatory, contractual and policy compliance, in order to protect exposure and to reduce risk to akinika, Companies House and their customers• Maintaining successful client relationships, adhering to client expectations and SLA’s• Management of our 3rd party legal partners Optima, ensuring company and industry standards are maintained through month quality assurance audits and performance reviews• Ensuring processes and procedures in place are in line with industry regulator guidelines as well as remaining practical to operational / client requirement. As well as this, creating and implementing new processes and procedures when required.

Preston, United Kingdom

• Responsible for the development and performance of a team of 20 account representatives within a financial difficulties department, through motivation, leading by example, innovation and performance management• Ensuring a high standard of call and account quality by working closely with the individuals and coaching team • Regular call calibration sessions to ensure best practice, correct customer outcome and minimise customer detriment• Achieving cash collections of circa £850k generating revenue of circa £50k per month• Maintaining a successful target driven environment, through contingency planning, organisation, delegation and leadership• Responsible for exceptional standards of compliance and dealing with customer sensitive data• Conducting monthly internal account level audits, regulatory, contractual and policy compliance, in order to protect exposure and to reduce risk, adhering to legislation's including but not limited to the FCA and the FOS• Responsible for dialler management and adherence to OFTCOM regulations• Maintaining successful client relationships, adhering to client expectations and SLA’s• Ensuring processes and procedures in place are in line with industry regulator guidelines as well as remaining practical to operational / client requirement. A well as this, creating and implementing new processes and procedures when required.KEY ACHIEVEMENTS• Increasing department call quality average from 87% to 92%Achieved extra commissions from the client 7 months consecutively boosting the monthly revenue by 10K• Creating a number of training development plans designed to improve the overall call quality of the department. This included an individual development plan as well as training programs in TCF, LSB, Trace and other key areas.

Preston, United Kingdom

• Managing 25 account representative identifying occupants of commercial properties in Scotland and bringing them into charge on the clients system through the implantation of agreed processes• Achieving monthly departmental revenue target of £140,000• Ensuring a high standard of call and account quality by working closely with the individuals and coaching team • Maintaining a successful target driven environment, through contingency planning, organisation, delegation and leadership• Weekly conference calls with the client to discuss team performance• Managing, prioritising tasks and meeting strict deadlines• Achieving performance indicators through effective team leadership• Maintaining successful client relationships, adhering to client expectations and SLA’s• Responsible for HR across the departmentKEY ACHIEVEMENTS• Grew billing team from 5FTE to 25FTE in 2 years generating an additional £60k per month in revenue• Successfully lead through the tri-annual ISO 2008 quality audit

• Dealt with B2B water accounts, working to find a suitable repayment plan• Assisting the client with resolving customer disputes.• Ensured the best interests of the company and its clients were kept - through provision of outstanding levels of customer service• Use of various forms of communication with customers such as telephone and email contact• Maintained exceptional call and account audit quality.• Responsible for timely passage of accounts through the Scottish legal process• Negotiated incoming card payment calls, referring disputes up chain of custody. Responsible for accurate and complete document retention of inbound correspondence, both electronic and paper trail, with clients, debtors, solicitors and sheriff reports• Building and maintaining professional relationships and liaising solicitors and the client.• Remaining adaptable and flexible within a busy working environment adhering to service level agreements set by those clients

Law

Education record

A Levels- English Language & Literature and Business Studies (All passing grades)

High School

8 GCSE’s Grade A–C (including English and Maths)