Michael Haggarty Email & Phone Number

Queensland, Australia

Queensland, Australia

Ashmore, Queensland, Australia

Achievements ● Created new teams within the business including a sales & marketing, lead generation and promotion and compliance● Sourced new lending opportunities and providers within business scope.● Moved in to specialise in Debt management as business was recording significant negative profits due to non payment● Devised and implemented new debt strategies to combat significant bad debt issues within the business. ● Tackled front end approval criteria mismatches and employed ‘best practice’ lending guidelines to ensure those being provided with finance were suitable.● Reduced overall declining loan percentage from 50%+ upon arrival in December to 24% at last mark● Introduced new debt recovery initiatives to further improve bad debt %, and in particular, debits wherein customers place payment stops through their financial institution. This problem continues to grow in the online finance market and I have devised a number of strategies which has significantly reduced the incidence of this and similar issues. ● Managed, restructured and rehired the debt management team. Also created an offshoot business known as Debt Solutions to forensically manage the aged and unrecoverable debt. This reduced costs to external collections agencies and increased the propensity of customers returning to a positive lending history with us. Responsibilities● Complete management of all receivable amounts for the business from front end missed or wrongly scheduled payments through to severely aged and irretrievable debt.● Management of staff (approx 15FTE) across the varying levels of debt recovery and pay grade. ● Direct reporting to major stakeholders on the performance of the department. This included creating spreadsheets (both demonstrative and functionally adaptable), graphing and plotting key data points and movement, forecasting upcoming default percentages and changes to business outcomes.● Running my departments as ‘businesses within business

Brisbane, Australia

Achievements in addition to those in previous role● Marketing ideas taken on nationally by Corporate● Role was expanded to encompass the Debt Recovery Department as well as all previous responsibilities.● Upon being tasked with the Debt Recovery role, implemented a number of new initiatives and improvements to mitigate bad debt. These have been discussed in greater depth above in my role with Ausfinancial, where many of my achievements were formulated during my time in this role. ● Achieved a great team culture between the DepartmentsResponsibilities in addition to those in previous role● High level skills and experience in delivering communication services, including publication management, and website and multimedia content development ensuring alignment to strategic business priorities and objectives.● Moved into a Business Development role within the overall business, travelling to all 24 of the Cash Converters stores owned by the Franchisor. This included implementation of Best Practice lending outcomes which included legislative requirements, front and back end lending mechanisms and promotion and implementation of advertising, marketing and overall business generation in both an online and face to face market.● Proven ability to provide high quality advice in delivering communications to stakeholders, including developing and implementing innovative, soundly based communication plans that address client needs, expectations and deadlines.● Demonstrated ability to undertake high level research, gather information in order to critically analyse situations, and prepare written materials that are accurate, succinct and relevant● Demonstrated strong interpersonal, communication, consultation and negotiation skills, including the ability to establish working relationships and liaise with Corporate senior executives, officers at all levels, industry and the public

Brisbane, Australia

Achievements● Creation and growth of department from myself to an 8 member operation across 2 teams. ● Significant profit achievement along with the implementation of new processes and scripts for use within several differing areas of the business● Working closely within legislative changes to make the business comply with government regulations.● Providing an exemplary level of customer service both through my teams and my individual phone calls.Responsibilities● Creating a successful team to market and promote Cash Converters products.● Speaking to a broad spectrum of customers within all demographics and teaching staff to do this effectively.● Innovate within Cash Converters and promote these innovations to the business major stakeholders. ● Re-write process flows, training manuals, scripting and marketing products for numerous different facets of the business. ● Achieve high KPI scores and profit targets for all given products. ● Assist with the development, execution and analysis of effective marketing strategies and plans● Work with external advertising and media agencies; ● Marketing products both online and offline ● Knowledge and understanding of brand and communications management. ● Assisting with the development and execution of the Brand strategy● Assisting with the management of all advertising, research and brand campaign development in line with agreed KPI's;● Building, maintaining and managing positive relationships with key external agencies, media and sporting industry bodies;● Working consultatively within the wagering marketing team and taking a proactive approach to develop and execute campaign strategies and activities;● Collaboratively work with other areas of our business including, but not limited to, administration, retail, legal, compliance and digital; and● Proactively driving new initiatives that increase awareness, engagement and deliver a point of difference within a highly competitive i

Perth, Australia

Achievements● With the threat of Telstra moving all of their full time casual staff offshore I accepted a permanent position in Telstra’s premier outbound Sales Dealer, TSA Telco● Within this role I have continued to hone both my customer service and interpersonal skills within the broad demographic of the Australian community. KPI’s and targets were similar to those at Telstra, all of which I was proud to reach competency quickly. Responsibilities● Handling High call volumes of after sales support and complaints resolute● Largely autonomous, unsupervised work meaning self motivation to achieve KPI’s and personal goals. ● Gaining knowledge in all aspects of Telstra’s products. From Mobiles and landlines through to wireless and fixed internet. This included both residential and business products. This proved a great challenge and a lot of management of information across hundreds of services.

Perth, Australia

Achievements● Received a direct commendation from Telstra CEO David Thodey for resolving a difficult service problem.● First in my training group to be given competency which is achieved by meeting or exceeding all KPI’s Responsibilities● Troubleshooting and solving technical issues relating to all internet products including ADSL, wifi and cable services● Promoted to the complaints team as a complaints co-ordinator handling complaints across all Telstra products including phones and internet

Perth, Australia

Achievements● Introduction of new procedures and job cards to better manage projects● Effectively reduce club overheads and repaired the MYOB facility within the clubResponsibilities● Handling finances for the company● Ordering Stock● Liaising with members and sponsors● Managing small to large functions and presentations to increase club turnover● Assisting bar staff in busy periods

Perth, Australia

Achievements● Implemented new products and reporting mechanisms into the call centre to better the customer service of staff● Handled high pressure situations with patients in need of immediate care. Crisis management was also includedResponsibilities● Sole contact point for all of Perth metro area● Handle life and death situations● Train and coach new staff● Handle rostering, call quality, and all other facets of staff management

Sydney, Australia

Achievements● Consistently maintaining a quality level of service through stringent monitoring of AHT and call quality● Implemented new reporting structures and templates to better the overall output of the centre● Trained staff members in overseas centresResponsibilities● Attain a service level (GOS) of higher than 80● Monitor skill sets, AHT and out of schedule times● Train and coach staff members● Report to stakeholders on all facets of call centre numbers and statistics● Creation of presentations and identifying market trends