Managed a portfolio of commercial clients across varying industries to maximize recovery actions through the use of both our digital and voice platforms. Created and maintained close working relationships with my clients. Credit Clear then acquired ARMA Group

Credit Solutions was acquired by Credit Clear in December 2019.

Collections Team Leader

Key Responsibilities:• Leadership and administrative management of up to 20 Technical Support Officers• Management of staff operating within contact centre environment• Remote management across 2 locations• Annual performance planning and development of staff• Management of performance issues and misconduct investigations• Tailored individual coaching and mentoring• Leading recruitment, induction and training of new staff• Staff engagement, culture and change management and culture building• Management of escalated issues and customer complaintsMajor Contributions:• Acting national manager, multiple occasions• National Implementation of new operating model for technical support across 6 sites nationally involving 120 staff• Lead portfolio holder for national quality management, including key role in design and implementation of customer service quality model• Lead transition of additional technical revenues (Student Loan) into technical support stream

Key Responsibilities:• Leadership and administrative management of up to 20 Technical Support Officers• Management of staff operating within contact centre environment• Remote management across 2 locations• Annual performance planning and development of staff• Management of performance issues and misconduct investigations• Tailored individual coaching and mentoring• Leading recruitment, induction and training of new staff• Staff engagement, culture and change management and culture building• Management of escalated issues and customer complaintsMajor Contributions:• Acting national manager, multiple occasions• National Implementation of new operating model for technical support across 6 sites nationally involving 120 staff• Lead portfolio holder for national quality management, including key role in design and implementation of customer service quality model• Lead transition of additional technical revenues (Student Loan) into technical support stream

Key Responsibilities:• Leadership and administrative management of up to 12 Customer Service Specialists, including:• Leadership of staff operating within contact centre environment• Management of KPI’s, rostering, adherence, average handling times etc• Annual performance planning and development of staff• Management of performance issues and misconduct investigations• Tailored individual coaching and mentoring for staff and developing leaders• Leading recruitment, induction and training of new staff• Staff engagement, culture and change management and culture building• Management of escalated issues and customer complaintsMajor Contributions:• Acting contact centre manager, multiple occasions• Lead role in review and implementation of national performance management framework for customer service specialist staff• Internal business risk and management control checks Recruitment (Hamilton portfolio lead)

Key Responsibilities:• Leadership and administrative management of up to 12 Customer Service Specialists, including:• Leadership of staff operating within contact centre environment• Management of KPI’s, rostering, adherence, average handling times etc• Annual performance planning and development of staff• Management of performance issues and misconduct investigations• Tailored individual coaching and mentoring for staff and developing leaders• Leading recruitment, induction and training of new staff• Staff engagement, culture and change management and culture building• Management of escalated issues and customer complaints

- Case Management - Preparing Court Documents such as Affidavits / Charging orders / Arrest Warrent's- Investigation into debtors ie Assets - Negotiation of lump sum settlements

Kitchen Design and Manufacturing. Business owned by Partner at the time , My role was part time over and above my existing career. Key Responsibilities:- Office / Showroom management - Accounts - Debt Collections - Appointment Bookings / Meet Greet - Management of 5 Cabinet Makers ( Performance reviews / HR / Payroll )- Kitchen Installations- Client Deputes / Complaint Management - Advertising / Marketing - Create / Set up / Work major Trade Show events