Services

Senior Management - Legal And Pre Legal Debt Collections

Summary:

Executive Collections from soft collections to legal collections. Consulting now on contact centre and collections strategy, system integration and overall collections platforms

Work History

Independent Consultant

From May 2012

Main job function: Consulting on Contact Centre General Operation, Set up and infrastructure, Work Force Management, Debt Collections, Legal collections and strategy.


• Design, implementation & optimization of contact centers; and back office.
• Contact Centre strategies and efficiencies;
• Business improvement
• Customer service
• Operational performance framework development
• Quality management
• Work Force Management
• Services & solutions development
• Centralization of functions within business framework
• Implementation & transition
• Change Management on implementation of new systems or operational change
• Information systems both contact centers and back office
• Career planning and up skilling
• Project Management
• Human Resources
• Assisting operations to understand a new business until and assist with the transition process
• To be a mediator between business and IT in designing new systems solutions.
• Adhoc projects where my experience in the financial market was needed.
• Dialer knowledge and Avaya front end user safety net for purposed new business
• Debt collections - Soft collections, pre legal and legal
• Process reengineering
• Reporting
• Analytics
• Collections platform health checks
• New business development


EMPLOYMENT HISTORY
6 Thirteen Management Solutions Pty Ltd

Head of Legal Collections

Parktown

October 2011 - May 2012

(Retrenched)


Main job function: Build a full operation to support a Legal business specializing in companies write off books. Supporting 3 additional businesses under the 6 Thirteen umbrella with a stable operational business.


• All spec documents for a business requirements to present to systems
• Assessments to all staff
• Recruitment of staff
• All IR and HR functions
• Identifying strengths in staff and moving them into the adequate roles
• Complete Business design
• Presentations to current and new clients
• Designing EXCO reports
• Ensuring active communication throughout the business
• Customer Relations management
• Change management
• Cultural focus and change
• Designing and implementing career paths for staff
• Implementing structure

Consultant - Operations Design and Implementation

Fourways

January 2010 - October 2011

Main job function: Consulting on Contact Centre General Operation and Work Force Management

Area of consulting function:

• Design, implementation & optimization of contact centers;
• Contact Centre strategies and efficiencies;
• Business improvement
• Customer service
• Operational performance framework development;
• Quality management;
• Work Force Management
• Services & solutions development;
• Centralization of functions within business framework
• Implementation & transition;
• Change Management on implementation of new systems or operational change
• Information systems both contact centers and back office
• Career planning and up skilling
• Project Management
• Human Resources
• Assisting operations to understand a new business until and assist with the transition process
• To be a mediator between business and IT in designing new systems solutions.
• Adhoc projects where my experience in the financial market was needed.
• Dialler knowledge and Avaya front end user safety net for purposed new business


Contact centre design, implement and manage for a outsource client through the Merchants strategy and design.


EMPLOYMENT HISTORY
JDG Financial Services
Randburg - Contact Center

Contact Center Executive

Contact centers

August 2008 - December 2009

Main job function: 1: To assist the JD Group in building their first contact center as this was either outsources or managed through the branches. Bing the safety net for the business to ensure the correct telephony platform with IVR's inbound and trunks for outbound dialers is implemented. Constantly checking that the JD Groups needs is met. Understanding the full platform and assisting with the centralization of the collections contact center.Assisiting with the change management process as employees joined the contact centre from the branches.

2: To maximize all early and late stage Collections in support of JDG FS financial objectives

Financial:
• Ensure that collections targets are achieved
• Manage all expenses within budget across Inbound, Outbound and Quality Assurance

Process
• Optimize collection strategies (Outbound Early, Outbound Late and Inbound).
• Dialler optimization - manage day to day efficiency of the strategy in the dialer rules and action
• Analyse and develop reports
• Manage Quality Assurance
• Ensure capacity planning are in place
• Constantly reviewing and improving on reporting generated from the dialers, TCS, and AVYA and interpreting this to improving collections strategy
Customer
• Implement a culture of service orientation in the Collections Centre
• Implement quality assurance on services rendered
• Ensure timeous finalization of complaints/queries
People
• Ensure the correct staff complements at all times - Currently responsible for 400 agents (Inbound and Outbound), 3 General Managers, 8 Senior Managers and the QA department
• Ensure training and development to achieve correct staff competency
• Ensure consistent, effective performance management
• Manage and enhance employee relations and satisfaction
• Manage Human Resources administration
• Ensure staff development and succession planning


EMPLOYMENT HISTORY

National Manager - Contact Centers

Auckland Park - Contact Center

November 2007 - August 2008

Main job function: To facilitate the development, implementation and execution of best practice across the Contact Centre and Manual Collections Platforms in the following disciplines:

• Leadership, development and supporting the departmental Staff which included Product managers, Team Leaders and collections dialer agents, inbound agents and admin
• Responsible for development, delivery, ongoing management and improvement of workflow and resources which support the delivery of the Collections Strategy
• Understanding of Risk Management Strategies and the development of operational workflows to fully support their effective execution.
• Understanding of Portfolio Management Strategies and the development of operational workflows to fully support their effective execution
• Cost Management/budgeting in relation to all aspects of running the Teams within the Collections Departments
• Responsible for achieving all PD ( Performance Development) and obtaining business wide input in order to establish and deploy most effective key performance metrics
• Involvement in Telephony upgrades/changes to maximize resource and technology availability
• Obtain commitment from third party and internal suppliers to adopt prescribed policies and processes for monitoring and measuring strategy execution and enhance department performance
• Devise, progress and implement change initiatives to further enhance collections processes
• Complaint / Customer Satisfaction Management
• Aligning process regarding staffing and working hours to suite the business case
• Best practice and installing the correct Performance Development plans per function in the Contact center across all products.
• Advising and assisting project teams with business requirements regarding strategies to improve resources (systems and staffing) for the overall Collections platform.
• Change management on operational structure change
• Change management on new dialer implementation


EMPLOYMENT HISTORY

Divisional Manager - Contact centers. Acting Head of Operation

ParkTown

October 2006 - November 2007

Main job function: Building a contact center to support the business that forms part of the Balboa Group. Acting head of operations for the business. Designing and implementing a workflow and ensuring efficacy on all levels. Creating Customer focus. Attending EXCO and OPSCO. Providing input on any new Business initiatives - Servicing and follow through.

• Identifying strategic roles in the business and assisting with the recruitment thereof
• Sourcing the correct Call center technology and ensuring that the needs are met for all businesses.
• Design the correct telephony platform to support the full business
• IVR design, recording
• Train the IT team to make front end changed on the new telephone system.
• Change management process
• Developing training material for the training department to ensure that everyone in the Balboa group understand Customer Service/ Telephone etiquette
• Analyzing the business as a whole and identifying inefficient processes. Advising on how to create efficacy and ensuring that one department "talk" to another.
• Human Resource and disciplinary hearings - both Chairing and initiating.
• Implementing coaching to staff at all levels of the business
• Strong focus on the development of employees
• Providing input on process optimization and technology usage
• Introducing Quality Management
• All change control processes
• Overseeing Workforce management and resource structure
• Identify key performance indicators and setting stretched targets
• Correspondence with all News Papers is South Africa
• All spec documents for the Contact Center and support systems.
• Designing EXCO reports
• Ensuring active communication throughout the business
• Customer Relations management
• Designing and implementing career paths for staff
• Coaching supervisors, Team Leaders and staff
• Problem solving, Flexibility
• Analytical skills
• Strong communication skills


EMPLOYMENT HISTORY

Service Intelligence Manager - Destiny Health

Sandton

May 2005 - September 2006

Main job function: Managing support areas to the business, internal and external.
Providing strategic and consulting to business areas on Best Practice. Analyzing data and reporting on possible changes to enhance the customer's experience.

• Quality Assurance
Reporting internal and for partners
Research for members, brokers, employers
Business analysts
• Integration of workflow into the business.
Resource planning and workflow management
• Design and implement call center queue structures - International - moving this function to South Africa.
• Disaster Recovery strategy and management
• Assisting in the Risk Management audits and ensuring that the findings are acted on • Recruitment for the Destiny Business Unit
• General Communications
• Assisting business in setting up stretched targets/incentives for staff team leaders and management
• Enhance or improve service inefficiencies in the Destiny area
• Responsible for reporting and co-coordinating the improvement and maintenance of quality
• Responsible for driving and delivering results on ad hoc projects that supports the service excellence role through project management methodologies.
• Identify processes for improvement through innovation forums.
• Probe current processes to identify the core issues and generate solutions for these.
• Identify training trends in the department and put solutions in place to address this.
• Through having a good understanding of the Destiny environment, identify process enhancements, required to ensure better client services and proper risk control.
• Continuous audit of the area in respect of the service model (intuitive, integrated and real time).
• Enrich the area with innovative projects and news on local and international trends.


EMPLOYMENT HISTORY

Service Manager - Destiny Health

Sandton

September 2004 - April 2005

Main job function:

To manage a call centre, using effective and innovative operational and strategic methods.
Ensuring that the US culture is maintained and managed in service agents and back office support. Building and maintaining relationships with all US counter parts.

• Oversee service delivery.
• Identify areas requiring strategic attention.
• Operational planning.
• General staff management.
• Diving the sale of value add solutions.
• Tight management of service levels and quality measures.
• Building relationships with internal and external staff and venders
• Call center queue management.
• Recruitment.
• Identify areas requiring strategic attention.
• Strategic planning and implementation
• Driving the delivery and enhancements of processes.
• Dealing with escalated calls.
• Budget Management.
• Daily, weekly and monthly reporting.

Qualifications & Certifications

Business Management

CIC contact center platform

Education

Unisa

School Prefect

English

Milner High School

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