Suzanne Martinez Email & Phone Number

London, Gb

London, United Kingdom

Slough, United Kingdom

Key Achievements: Credit Today Finalists 2014/2015 Consumer Credit Team of the year.Reduction of Debt exposure from £27 million to £685KParticipated in the project management and implementation of Tallyman, and the introduction ofDual DCA partnership - champion challenger.Job profile:The management of two portfolio's Network and LPGONW is intermediary/SME regulated/unregulated <25 vehicles a fleet size 80,000 vehicles. Revenue £28M LPGO customer base corporate,retail <100 vehicles fleet size 15,000 vehicles Revenue 10MThe management of the Outsource partnership.Responsible for managing KPI to ensure objectives are achieved in accordance with regulatory legislative requirements.To manage the audit process both internally and externally for call quality, delivery of strategy and performance. Ensuring that compliance is maintained, striving for suitable outcomes and treating customers fairly. To report to senior management analysis on month end to include tracking KPI, cure rates, accruals and provisions. Providing observational insight in trend analysis to promote business change and strategy enhancements. To review and apply continuous improvement in process through conducting lean reviews and debt segmentation, whilst ensuring high levels of efficiency are maintained and reducing cost to serve. Develop and train collection agents to standards of excellence, at all times customer being at the heart of all we do, maintaining performance in reduction of aged debt/maximising returns, proactively resolving queries and identifying route cause. Act as a hands on coach and mentor to the team.Manage under performance seeking improvements via coaching and SMART objectives.Manage headcount and budget related costs ensuring the balance between cost efficiency and work requirements.

Hanger Lane

Controlaccount - Debt collection agency - specialising in the collection of debt in the following sectors: Commercial - Blue chip companies, Public sector including NHS Trusts private clinics, Universities , utilities, and borough councils. Monthly turnover of 2Million.Job profile:Management of 36 Collection agents within a contact centre environment.Defining collection strategy and process to continually enhance performance.Measuring the performance of each collection strategy by way of champion challenger methods and debt segmentation one size doesn't fit all approach. Seeking and identifying new ways of working to maximise collections and recoveries.Interviewing, training and conducting one to one employee reviews, staff appraisals to enhance employee engagement and performance.

Institute Of Credit Management

Education record