ALINA Giarratano
Margate,QLD
Summary
I have always taken pride in my ability to create and maintain a positive culture within the team and office environment. I have exceptional analytical skills and strive to develop more efficient and productive processes within the business.
Overview
40
40
years of professional experience
Work History
Head of Operations
Fines and Enforcement, Credit Solutions Pty Ltd
02.2023 - 09.2024
- Ensure the proactive management of new and existing debt in a cost-effective and efficient manner, with legal reviews being conducted where appropriate, and technical investigations being undertaken in accordance with client direction
- Provide proactive guidance, leadership, direction, performance feedback and coaching to peers when required
- Maintain strong relationship with all employees, and specifically compliance team to ensure consumer is fully compliant with legislative and regulatory expectations
- Oversight and development of all internal and external reporting in conjunction with the systems and strategy Manager
- Manage and continue to develop the Hardship and Internal Dispute Resolution processes
- Maintain and develop trusted client relationships
- Continually look for progressive ideas to drive performance growth
- Develop and deliver EOM client reporting
- Develop and deliver meaningful internal statistical insights and reporting to management around performance and revenue opportunities
- Oversee HR, performance management, the performance review process, reward and recognition, maintain and facilitate regular and relevant training to develop leaders and staff around best practice consumer processes
- Maintain collaborative relationship with OakBridge Lawyers and identify opportunities to increase referrals to strengthen ARMA and CCRs’ position and strategic alignment
- Engage in activities to strengthen new and existing client relationships
- Contribute to annual reports
- Contribute to strategic planning, monitor operations, and actively pursue opportunities for improvement in claims and systematic processes, procedures, and customer and client satisfaction
- Develop and implement consumer business strategic plans, action plans, and initiatives in achieving company revenue and profitability targets
- Quality and Data Security:
- Conform to requirements of Credit Clear’s Quality & Information Security Management System, including privacy and confidentiality requirements
- Participate in internal and external audit of the Quality Management System.
Team Leader
Credit Solutions Pty Ltd
08.2017 - 02.2023
- Monitoring of staff – including attendance, use of leave, wrap/pause and talk times
- Proactive side by side call monitoring to assist with coaching and development
- Delivery of monthly call quality results as created by the QA/BI Department
- Ensuring staff adhere to policy and procedures, including client procedures
- Delivery of coaching and training to ensure direct reports have the required skills and knowledge to deliver on client and company objectives
- First point of escalation for customer / client complaints
- Team Level QA Scores / Client Level QA Scores
- Be aware of and diligently conduct duties in line with the company’s quality objectives, compliance and regulatory requirements, and, security responsibilities.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Assistant Team Leader/Team Leader Manager
Collection House Limited
08.2012 - 08.2017
- Assist to manage a team of 24
- Daily dialler scheduling, training and call quality scoring whilst maintaining a portfolio and reaching personal and team targets
- Reporting to stakeholders and clients
- Team Building exercises to keep the team focused and engaged.
- Worked with customer service representatives to handle escalated customer issues.
- Monitored team productivity and provided regular progress reports to senior management, highlighting areas for improvement.
Customer Service Officer
Collection House
02.2012 - 08.2012
- Manage debt collection of a portfolio of 1400 customers for various clients, obtaining budget each month and contributing to team budget
- Training new staff in the use of the Collection House system “Controller” and daily time management and telephone skills
- Ensure the standards of customer service and the National Credit Code are adhered to.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Discharge and Collections Manager/ PA
Breez Finance Corporation
03.2009 - 02.2012
- Manage arrears collections and discharges of loans for 5 different Cooperative Housing Societies
- Assist Managing Director with Co-ordination of Legal and Mortgage in possession files
- Customer enquiries and customer service
- Assist with organisation of meetings for the Director/s
- Compile monthly Seals Registers and Collection/Arrears reports
- Council clients with hardship and payment plans
- Co-ordinate settlement of sold properties and refinanced properties
- When necessary attend to reception duties.
Accounts Officer
Breez Finance Corporation
10.2008 - 03.2009
- Daily balance of loan accounts, maintain “Windscreen” loan system including daily reports and closures
- Banking and end of month balancing
- New loan settlements and payments of accounts using Combiz (Commonwealth Bank payments system) and MYOB.
- onboarding of new customers
- arrears management
- repossession of properties and sale
Personal Assistant
The BIG Australian Cooperative Limited
05.2003 - 10.2008
- Loan enquiries, daily reconciliation of loan system and banking,
- input accounts to MYOB and reconcile, prepare loan applications for Director
- ensure up to date information is available for loans, input loans to system, maintain Direct debits and payments to loans, organising settlements of loans,
- Maintained appropriate filing of personal and professional documentation.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
Personal Assistant
Monet Finance, B H Knowles and Co
01.2002 - 05.2003
- Assistance to Managing Director Monet when required, loan enquiries, preparation of loan documents, liaising with Brokers, organising luncheons and morning teas, promotion of Monet and organising meetings.
- Oversaw personal and professional calendars and coordinated appointments for future events.
Studio Manager/ Photographer
Portrait Place Studios
06.1997 - 04.2002
- Supervision and training of staff, organising store studio promotions, daily banking and reconciliations, ordering and maintaining stock, Telemarketing, Photography and equipment maintenance, training, sales and customer service.
- Established a positive work environment, fostering collaboration among staff members to improve productivity and creativity.
- Coordinated daily studio operations, including scheduling, staff management and customer service.
Personnel Officer
TAFE Qld
05.1994 - 12.1996
- Training and Industrial Relations, Liaising with Industrial Registrars on new TAFE Teachers Award, Supervision of implementation of Award, Supervision of 21 Staff responsible for all human resource aspects of TAFE employment in Queensland
- Implementation of Quality Assurance procedures.
Assistant Personnel Officer
Department of Industrial Affairs
07.1990 - 12.1996
- Assist in payroll processing for Industrial Inspectors, daily pay reconciliations and counter enquiries
- Overseeing BP account.
- during this time acting Human Resource Director AO6 for last 2 years of service.
Personnel Officer
Department of Training and Industrial Relations
03.1985 - 07.1990
- Supervising the process of payroll and leave for TAFE teachers throughout Queensland, Supervision and training of 15 staff , ensuring daily reconciliations were done
- Preparing executive minutes.
Education
Diploma - Project Management
University of Adult Learning
06-2025
Certificate 111 -
Southbank TAFE
Brisbane, QLD2002
Certificate III – Photography -
Moreton Institute of TAFE
1997
Bachelor of Arts - Communications
Queensland University of Technology
Brisbane, QLD1994
Equivalent Diploma -
Southbank Institute of TAFE
1990
Senior Certificate -
Maleny State High School
1984
Skills
- Strong communication skills, very analytical, positive, fast learner
- Performance appraisal & succession planning
- Performance Optimization
- Internal Communications
- Customer Satisfaction
- Problem-solving
- Leadership training and development
- Policy improvement recommendations
- Project management
- HR policies and procedures
- Employee relations
- Recruitment and selection
- Operational excellence
Timeline
Head of Operations
Fines and Enforcement, Credit Solutions Pty Ltd
02.2023 - 09.2024
Team Leader
Credit Solutions Pty Ltd
08.2017 - 02.2023
Assistant Team Leader/Team Leader Manager
Collection House Limited
08.2012 - 08.2017
Customer Service Officer
Collection House
02.2012 - 08.2012
Discharge and Collections Manager/ PA
Breez Finance Corporation
03.2009 - 02.2012
Accounts Officer
Breez Finance Corporation
10.2008 - 03.2009
Personal Assistant
The BIG Australian Cooperative Limited
05.2003 - 10.2008
Personal Assistant
Monet Finance, B H Knowles and Co
01.2002 - 05.2003
Studio Manager/ Photographer
Portrait Place Studios
06.1997 - 04.2002
Personnel Officer
TAFE Qld
05.1994 - 12.1996
Assistant Personnel Officer
Department of Industrial Affairs
07.1990 - 12.1996
Personnel Officer
Department of Training and Industrial Relations
03.1985 - 07.1990
Certificate III – Photography -
Moreton Institute of TAFE
Senior Certificate -
Maleny State High School
Diploma - Project Management
University of Adult Learning
Certificate 111 -
Southbank TAFE
Bachelor of Arts - Communications
Queensland University of Technology
Equivalent Diploma -
Southbank Institute of TAFE
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