Download PDF

Summary

A data driven senior leader with 10+ years working in a fast-paced office and call centre environment dealing with diverse partners. A proven track record of heavy hitting experience in driving a step-change in commercial results and operational efficiencies through leading a modelling/statistical insight function on behalf of a data rich consumer business.

A track record of achieving industry leading results through automation, credit/debt risk scoring, and inspiring operational excellence. I instill a culture of thought leadership in my leaders in order to develop and mentor analysts to maximise the effectiveness of their strategic analytics function. By using various modelling tools such as SAS and VBA for data analysis in order to generate key insight into portfolio performance, identifying performance trends and gaps and providing recommendations for remediation.

I have a deep knowledge of call centre metrics, operations from workforce management to scripting for both inbound and outbound volumes. Technically smart with experience in project management. I possess excellent motivational and leadership skills. I'm ambitious when setting goals to meet performance targets, efficiency levels and quality assurance standards.

CAREER HIGHLIGHTS

Work experience

Head of Strategy & Analytics

Dun & Bradstreet Australia and New Zealand
Aug 2015Present

As Head of Strategy & Analytics I ensure the delivery of industry leading recovery performance and profitability, through the design and management of the Debt Management Solutions strategy, and the provision of analytical insight and reporting to our customers. Directly responsible for a team of 3 leaders, and indirectly responsible for a team of 12 customer insight and data analysts. Leading the business capabilities surrounding customer and portfolio insight. Leading three critical streams of business; Digital Communications, Reporting & Analytics and Customer Integration and Support with the specific objectives to enable business growth, margin optimisation and superior performance.

Cards Collections Manager

Macquarie Group
May 2014Aug 2015
Cards Collections Manager at (1 year 4 months) I managed the end to end collections operation across all credit card products. Managing a direct onshore team of 14 staff, I also relationship managed our offshore partner with a dotted line to over 60 FTE including team leaders and managers. My primary deliverables included:-Ensuring the effectiveness of the day to day Collections, Recoveries and Hardship operational activities focused on meeting our financial, client's and stakeholder's requirements;-Monitoring staff productivity against agreed KPIs and targets, implementing performance improvement plans if performance fails to meet expectation;-Setting monthly GCL and NCL Page1 targets and monitor achievement of monthly target, implement both tactical and strategic solutions to ensure targets are met consistently;-Conducting regular call monitoring of on and offshore staff and work with quality team to ensure calls are of an exceptional quality, measure agents improvement from historical calls; Leading the development of staff in the team, including cross training and staff development needs-Being accountable for ensuring all policies and procedures are adequately documented and have gone through the necessary approval process;-Creating and implementing an effective suite of management reports that create transparency across the entire collections process including Productivity and Financial performance of the team;-Ensuring the team is compliant with all industry regulations as well as internal compliance and risk frameworks-Acting as a point of escalation for all issues relating to service delivery both from onshore staff as well as offshore partners;-Working closely with our offshore team, set and monitor KPIs and productivity against agreed targets;-Being responsible for ensuring adequate staffing levels of the team and overall knowledge and skill of team;-Proactively identifying any knowledge gaps and work with our training team to develop training programs to close identified gaps; Performance Manager at American Express

Performance Leader

Macquarie Group
Jan 2011May 2014
3 years 5 months) I managed the relationship with Amex contracted collection agencies, covering sites acrossAustralia and New Zealand. I provide direction to collections agencies regarding their performance, conduct on-site visits to the collection agencies for the purpose of discussing performance results, delivering new strategies and conducting audit checks. Prepare monthly summary and financial reporting, including task plans, outlining agency results, variance analysis to plan/forecast and opportunities to increase performance, • Review market share and make recommendations in order to drive improvements to results Carry out call quality listening and account reviews with agency leadership teams throughout each month and provide feedback to agencies in relation to Amex requirements Manage Collection Agency performance by reviewing results on a monthly conference call with ICS Risk and International Collections Team and deliver performance results to Collections Agencies each month via conference call or on-site visit Instructing agencies regarding their performance, including implementing performance plans when necessary Delivering ICS Risk strategy changes to Collections agencies, then ensuring that strategy and policy is complied with by the agencies Conducting on-site collection agency audits Providing local market SME knowledge to International Collections Team and ICS Risk in order to support new collections strategies Partnering with ICS Risk in the hiring and due diligence of new Collections Agencies Assist with conducting SOX related testing for processes relating to collection agency management-market share changes, new agency due diligence etc, as needed Completecost benefit analysis when required in order to assess the net benefit in running new initiatives/programs to increase agency performance Performance Leader at American Express

Risk Analyst, Credit

American Express
Jan 2009Dec 2009
Credit and Risk Analyst, Credit UK at (1 year) Enhanced contact strategy by changing rules to call customers in a high risk bracket sooner; resulting in more dollars collected for the contact centre. Improved communication to customers by editing all letters sent from the UK Consumer markets. Provided easier payment instructions, made compliant and aligned with new SEPA/PSD Legislation. Trained and presented how to create and manage customer letters to all European markets via conference call and webex as well as face to face. Aligned Customer Service and Credit contact centres to reduce dial transfers by ensuring that processes such as ATM Cash Eligibility checking is serviced in both centres.

Project Manager

American Express
May 2008Jan 2009
Project Manager at (9 months) Top 3 Projects: Direct Debit Tactical Committee-Setup in order to solve any problems relating to directdebit which doesn't involve major technical or funded changes. I chaired this committee and worked with all EMEA markets to put these improvements in place. One priority was to get to the root cause of why cms think they have setup a DD when in fact it isn't at all. We collated examples of this from all markets to which this applies to. The infoNET Relaunch-I enhanced theinformation database making it effortless for phone operators to use and find policies at a faster and more effective rate. Credit Active-I lead a forum of Credit and Customer Service Operators, intended to ensure both areas are aligned. I project managed all action items that transpired from these discussions.

Customer Service Professional

American Express
Nov 2006May 2008
Corporate Customer Service Professional at (1 year 7 months)

Publishing Assistant At

Westbury
Aug 2006Sep 2006
Music Publishing Assistant at Music (2 months) Music publishing administration, customer service, artist liaisons, and artist song cataloguing.

Education

Digital Music

University of Brighton
20032006

BA Honours Degree

Higher Certificate

Academy of Contemporary Music
20002002

Higher Certificate

Oxford College of Further Education
19992001

‘A’ Levels in Sociology, Media Studies & Music Technology

College
19972001

11 GCSE's