Sif Ali Email & Phone Number

Mississauga, Ontario, Canada

In my current role, I am responsible for leading the overall Credit function and all Collection activity for Commercial and Residential customers across Just Energy’s North American markets. Specifically ensuring appropriate Credit Adjudication policies and procedures, aimed at Bad Debt mitigation and DSO reduction. Additionally, actively manage Collection strategies for in-house (onshore/offshore) teams, including 1st party and 3rd party Collection agencies and Debt Purchase vendors. I excel at analyzing and enhancing collection recovery performance (1st / 3rd party collections) for residential and commercial lines of business.• Reduced operating cost by 30% ($1.5M YoY) followed by a 34% ($1.2M YoY), while achieving improved KPI’s (Recovery % & DSO reduction)• Modernization of Collection Strategies utilizing technology to drive improved customer contacts and conversion rates while resolving customer issues • Identification and implementation of key credit initiatives to address control gaps while reducing costs by 20% YoY

Mississauga, Ontario

In this capacity, through the management and optimization of North American Contact Centre customer service operations, I improve customer experience levels. I am pivotal in directing and streamlining overall functions of multiple locations globally as well as Omni-Channel customer engagement. I secure efficient vendors' selection, tactful contracts negotiation, and costs reduction with the leadership and training of outsourced vendor network and vendor management team. I excel at analyzing and enhancing collection recovery performance (1st / 3rd party collections) for residential and commercial lines of business. Moreover, I accelerate workflow for inbound, outbound sales and resolution management teams through the formulation of customer service strategy policy and procedures.• Led and ensured the successful implementation of vendor transition plan with a 250% ROI within 60 days.• Credited with exceeding sales targets of 116k of value added products against 42k target by uncovering and capitalizing new business opportunities.• Drove business process improvement by managing strategic groups, propelling overall business success.• Secured 3 day reduction in DSO by implementing proposal vendor of payment solution.

Scarborough, Ontario

In this role, I oversaw and standardized operational activities that accomplished client objectives within a diverse service profile. I administered overall activities of 1st party collections agencies; Municipality, Financial Institutions and Telco's along with 3rd party Collections agencies; Municipality, Financial Institutions, Student Loans, and Utilities. I created a stable professional environment by complying with Federal and Provincial laws. I was instrumental in building and maintaining strong customer relationships by revamping and executing collection CRM application. Besides these, I designed and controlled budget to ensure all operational delivery within budget and delivered strategic financial approach for P&L management, including summarizing revenues, costs, and expenses.• Realized remarkable performance across multiple sites/clients (Toronto, Quebec, Halifax) by directing and ensuring the comprehensive audit of all operational areas.• Maximized performance level by conducting in-depth analysis of outcomes of continual improvement model.

Scarborough, On & Buffalo, Ny

I led and delivered several programs across multiple geographical locations, including customer care/service (Toronto/Cambridge/Montreal) and collections (Toronto/Buffalo/Columbus/Philippines), meeting success criteria of programs goals. I monitored and implemented proprietary collection CRM in 1st party collections within Canada and 3rd party collections within US. Along with, I nurtured and fortified strong professional relationships with vendors, allowing them in adhering to established SLAs.• Increased operational efficiencies of management team by within a 1st and 3rd party collection environment through expert-level guidance and mentoring.• Maximized recoveries while maintaining the highest level of professionalism via proper staffing and optimal utilization of technological resources.

• Accountable for the daily operations of a 360 seat call centre, 15 direct reports with 8 different clients: Inbound Customer Relations, Inbound Acquisition, Outbound Retention, Collections (1st and 3rd party), and Universal agents (Inbound CR coupled with outbound collections)• Oversee and coordinate daily operations within the facility ensuring the client’s KPI/SLA are met• Through strategy sessions developed a continual improvement model facilitating a proactive approach to managing and provide clients with “best in class” performance• Facilitate knowledge exchange program for Universal agents (Customer Relations and Collections) across multiple global facilities• Managing multiple programs across multiple global locations• Maintain daily, weekly client calls ensuring that the client “Has a voice within the organization”• Creation of budget and forecasting, managing to the bottom line• Focus upon morale and development of a strong team

• Responsible for managing day to day expectations of a $24 million client• Directly responsible for employee group of 550 through multiple lines of business across multiple locations• Implemented a continual improvement model through data analysis across multiple lines of business• Facilitated a meeting between multiple vendors for the client across two streams (Customer relations and Collections) to best serve the customers• Through sector trending developed industry leading strategies to mitigate account churn and maximize bad debt reduction

• Managed staff of 45 front line CSP ensuring client KPI were achieved• Foster a positive work environment through teamwork and professionalism• Initiated standardization of information across markets that we served for the client