Robin Watson Email & Phone Number

Visit streets selected for fibre broadband. Visit street and do visual survey, information such as Toby location, chambers and ducting recorded on tablet. We also record existing infrastructure such as trees, lampposts, telegraph poles and record footway and carriageway surfaces.

Some data cleanse.Maintain depts Key Integrity Tracker ( KIT ). This is basically a spreadsheet with all the current reports that are produced by GRA. It also shows which location is working the reports. I also add in new reports as required.Assisted in the setting up of Issue Management ( IMM ) system. Now main administrator. This includes developing Workflows for AIM and other depts. Adding in new Resolution / Fix codes, account notes and Issue Types.

I was made redundant from Virginmedia on the 24/12/09. Currently available.

Selected to work with setting up an innovative account management system and subsequently became prime administrator.Led a team of analysts to reduce monthly non billed telephony calls from over 800K to approx. 11K, resulting in revenue recovered of up to £10K per month.Assisted the Credit Manager in setting up the telephony credit control process.Successfully managed a finance office with a £m + turnover pa. This employment has covered Collections, Billing & Group Revenue Assurance Current main roles are maintaining and developing the teams Key Error Tracker, supporting over 350 customer management system error reports, producing 50,000 errors per month. Tasks include updating figures, resource modules and adding new reports when required. Have developed and maintained the departments Issue Management system, this includes updating the user file, creating workflows for all departments in GRA and setting up new resolution or fix codes. Working on cleanse reports when required. Maintaining helpdesk for workflow management tool, this involves liaison with external and internal suppliers.Key role in working with external suppliers of a workflow management tool. Post installation set up and implementation of helpdesk support procedures.Lead role in setting up the Telephony and Pay Per View suspense functions. This involved using search tools and the billing system to investigate the customer's account. Assisted I.T. to develop tools that enabled calls to be applied to the accounts. Recruited and trained suspense analysts.Played a key role in setting up the telephony collections process, this involved applying the credit parameters, writing arrears and disconnection letters and a procedure for working disconnection reports.Verified account statuses prior to running monthly Cable TV write off and refunds processes. Processed the CATV write off figures per franchise. Prepared figures for monthly reporting.

Business was Consumer Debt Collecting.My role as a Regional Collections Manager was to development my region to maximise collections.Regular visits to Regional Supervisors to discus quarterly targets and to analyse individual agents performance.To develop / open new areas. Recruit new agentsImpliment Total Quality Management

Legal & TradeBased at home. Regularly met with regional collection supervisors to set quarterly targets for collections, break in rates and new collectors. Also to ensure that they were maximising the collections potential in their areas. Assisted supervisors in recruiting new and replacement collectors.Met and exceeded collections targets each quarter. Paid regular home visits to the supervisors, evaluating each collector to ensure that they were collecting to their full potential. Agreed milestone targets set.Reconciled collectors cash records and any errors were investigated and commission or banking over/under charges was paid.Ensured that supervisors adhered to the company audit schedule. Targeted to complete audits by agreed dates.Developed excellent working relationships with office clerks and other managers in the team. Achieved by regular telephone calls and visits to Head Office.

Provident Personal CreditManaged a branch office of 6 full time staff and 20+ part time agents. Main objectives were to grow the customer base, optimise sales, collect repayments to term and to maximise profits. Trained and developed assistant managers and administration staff. Carried out ½ yearly and annual performance appraisals.Managed 4 branches, each time moved on due to achieving excellent sales, collections and administration results.Achieved and normally exceeded sales and collections targets, by developing a good team of assistant managers, office administrators and sales agents who were highly motivated in developing the business.Due to the above this helped the branch win various collections and sales promotionsConducted regular performance reviews and appraisals, this helped identify future management potential and identified any needs for product and procedural training. Assessed existing and new customers credit worthiness; this would be done by checking the customer's current payment record and outgoing versus income.Compiled recruitment adverts and listed the vacancy at local jobcentre, reviewing applications, conducting interviews and making offer. Training Sales management courses PC Skills MS Windows XP Team leading courses MS Office 2003 Appraisals MS Outlook 1975 7 CSEs ( 1 grade 1 ) 1976 3 O Levels ( up to grade C )