Amanda Doidge
4 Coburn Way, Caroline Springs,VIC
Summary
Effective collection of debt recovery & file management with 17 years experience in this field, along with 8 years of customer service, technical support and filed technician management skills throughout my 21 year career at Foxtel. Consistently friendly and professional when handling diverse customer needs in high-volume call center environment. Loyal, committed and trustworthy and resilient.
Overview
24
24
years of professional experience
Work History
Credit Officer
Waterlogic Group
MELBOURNE, VICTORIA
09.2022 - Current
- Contacted customers and explained debt management to encourage timely debt payments.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Identified past due accounts and contacted account holders to arrange payment.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Updated account status records and collection efforts.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
- Maintained accurate records and reported on collection activity and accounts receivable status.
- Acquired credit reporting data for new and existing customers.
- Resolved billing discrepancies and customer credit issues.
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
- Followed up on legal claims to update and verify status or patients' of outcome and obtain due payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Provided guidance on legal matters concerning collection procedures.
- Resolved complex issues that arose during the collections process.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Prepared documentation required for collection and repossession activities.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
Collections Officer
Money3
Bundoora, VICTORIA
22/6/22 - 09.2022
- Contacted debtors through email, telephone and mail contact to begin collections process.
- Met demands of busy collections group by performing high volume of daily calls.
- Collected payment from customers based on outlined payment plans and business standard operating procedures to prevent collections issues and overly aging accounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring payments on a plan, based on customers financial situation.
- Secured payments by following up with customers which disregarded promise to pay.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Reviewed accounts to determine payment plan compliance.
- Located debtors by utilizing skip tracking and other strategies.
- Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.
- Overcame objections by applying advanced training and persuasion techniques.
- Utilized talents and expertise to locate customers with aged accounts.
- Prioritized accounts based on total amount owed and credit bureau reports.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
- Mentored new members on scripts, strategies and company information to maximize performance.
- Established solid record of maintaining consistent performance and quality levels.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Recorded and updated customer personal accounts with accurate contact information.
- Recorded information about customers' financial status and collections status efforts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Completed skip traces on customers failing respond to collection efforts.
- Prepared documentation required for collection and repossession activities.
- Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
- Developed collection methods to achieve or exceed company financial goals.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
Customer Service Collections Representative
Foxtel
Moonee Ponds, VICTORIA
07.2001 - 06.2022
- Notified customers of overdue account balances with an attempt to collect outstanding amounts.
- Negotiated costs with customers and entered payments into the accounting system.
- Processed payments over the phone and set up recurring payments.
- Met demands of a busy collections group by performing high volume of daily calls.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Overcame objections by applying a wide range of persuasion techniques.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Ensure compliance with company policy and procedures.
- Resolution of customers issues and complaints.
- Collection of company cars by finance.
- Working and being part of a team.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
Customer Service Representative
One.Tel
Bendigo, VICTORIA
07.2000 - 07.2001
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Consulted with customers regarding telephony needs, addressing their concerns.
- Documented conversations with customers to track requests, problems and solutions.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Shared detailed information regarding home and mobile phone options to help customers make decisions.
- Professional customer service and effective listening.
- Contributed a part in the combined team performance.
Education
High School Diploma -
Wedderburn College
WedderburnSkills
- Installment plan set up
- Automated dialer experience
- Team collaboration
- Friendly voice
- Effective negotiator
- Policy standards and guidelines
- Data entry
- Payment processing
- Credit card processing
- Direct debits
- Client file management
- Coaching
- Development
- Staff training
- Persuasion strategies
- Complaint resolution
- Active listening skills
- Team-oriented
- Call center experience
- Outbound cold calls
- Records management
- Recoveries
- Building customer loyalty
- Computer Skills
- Accounts management
- Positive attitude
- Problem solving
- Documentation Management
- Financial statement review
- Documentation Review
- Documentation preparation
- Portfolio Management
- Banking operations
- Legal Compliance
- Contract Review
- Client Relationship Building
- Accounts Payable and Receivable
- Billing and Invoicing
- Bankruptcy
- Insolvency
- Administrations
- PPSR registration & removal
- Self Motivation
- Organizational Skills
- Attention to Detail
- Investigation Management
- Team building
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Recognized employee of the VOC (voice of the customer) survey for outstanding customer service provided.
- Approaching customers who walk into the building wanting their issues resolved immediately and having a unique skill to defuse difficult situations under pressure.
- Constantly achieved "Exceeded Expectation" rating on yearly performance reviews.
- 21 years of loyalty to a company as it grew.
References
Work: Foxtel
Two Melbourne Quarter
697 Collins Street
Docklands, Vic 3008
Dilshan Singh - Manager
Phone 0433643398
Email Dilshan.Singh@foxtel.com.au
Personal: Friend
Jana Karim
Phone 0424046975
Email jana.karim2007@gmail.com
Timeline
Credit Officer
Waterlogic Group
09.2022 - Current
Customer Service Collections Representative
Foxtel
07.2001 - 06.2022
Customer Service Representative
One.Tel
07.2000 - 07.2001
Collections Officer
Money3
22/6/22 - 09.2022
High School Diploma -
Wedderburn College
Similar Profiles
John JonesJohn Jones
Business Development Manager at WaterlogicBusiness Development Manager at Waterlogic
FaithJudea JonesFaithJudea Jones
Collections Agent at Quench/Waterlogic USACollections Agent at Quench/Waterlogic USA
JACLYN BARRYJACLYN BARRY
Support Specialist at WaterlogicSupport Specialist at Waterlogic
Mandy CompanyMandy Company
Owner at Sparkle Co Cleaning ServicesOwner at Sparkle Co Cleaning Services
Ruby KaurRuby Kaur
Roster Coordinator at TCP CareRoster Coordinator at TCP Care