Chris McKelvie
Palm Beach,QLD
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Knowledgeable and dedicated customer service professional with extensive experience in the finance/credit industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Hardship and Collections Officer
Aspire 42
10.2022 - Current
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanour.
- Trained new team members on scripts, company services, and collection strategies.
- Maintained high volume of calls and met demands of busy and productive group.
- Verified and reviewed customer account information.
- Initiated negotiations for debt recovery through email, telephone and mail contact.
- Advised customers of necessary actions and strategies for debt repayment.
- Worked in call centre environment handling manual and automatically dialed outbound calls.
- Received inbound calls and answered questions from customers satisfactorily.
- Located and monitored overdue accounts by using automated systems.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Counselled customers on payment options and arranged instalment agreements.
QLD State Operations Manager
National Mercantile Pty Ltd
02.2019 - 09.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
Sales and Client Support Consultant
Collexus Pty Ltd
06.2016 - 01.2019
- I provided ongoing support for the business and provision of customer service, online and by phone, as the first line of contact for stakeholders
- Key responsibilities and achievements: Logged all incoming support requests in a timely and accurate manner
- Contacted clients to request and obtain additional information where required
- Troubleshoot and investigate client support requests Maintained our CRM system with any new contact information for clients
- Maintained username and password information that we used to connect to other client’s servers
- Supported our clients with provision of system advice and training
- Created custom merge documents and installed them for clients
- Created and installed system processes to suit a range of stakeholders in the debt collections industry
- Communicated effectively with clients and internal stakeholders on various issues and projects
- Identified risks with the system development team to ensure speedy resolution Documented implementation tasks to ensure project plans were adhered to and deadlines met
Business Owner / Session Guitarist, Teacher, Music Producer
The Guitar Studio
03.2014 - 05.2016
- Key responsibilities and achievements: Established and maintained a successful business in Cairns, including planning, identifying risks and establishing business processes
- Developed excellent working relationships across a wide network of stakeholders in the corporate entertainment industry
- Maintained a solid customer base of regular students every week, building long lasting customer relationships
- Worked with community mental health workers to produce music for children in their care
- Produced albums for a diverse range of musical performers in the Cairns region Sourced and secured business development opportunities with local music recording studios that were mutually beneficial partnerships
- Performed at high profile events across the region including - Cairns New Year’s Eve concert with Nicky Bomba and Amy Chase - Performed with Rochelle Pitt (X factor) at a remote dance festival - Port Douglas Festival supporting Diesel - Townsville 400 event with Hoodoo Guru’s and Ian Moss - Cairns Festival with Eddie Skiba and others
Cairns Office Manager
Prushka Fast Debt Recovery Pty Ltd
07.2011 - 03.2014
- I was responsible for the daily running of the sole debt recovery business in Cairns
- It was a remote office, with their head office based in Melbourne
- Key responsibilities and achievements: Maintained and held the Commercial Agent’s licence on behalf of the business in Cairns
- Gathered information through meticulous research and investigation skills, to resolve debt collection cases or bring legal cases to a satisfactory conclusion for stakeholders
- Produced detailed reports on debt recovery performance and accurate findings for head office
- Developed daily operating procedures and supported the daily running of the business with efficient debt collection processes
- Built strong rapport with stakeholders and negotiated arrangements and deadlines Receipted payments and reconciled daily banking
- Liaised with all clients regularly on the status of their files and made recommendations for further action
- Provided detailed written correspondence to budget advisors, lawyers, accountants and debtor representatives
- Liaised with inter-state offices regularly to discuss our performance, process changes or any other relevant issues
Vendor Performance Analyst
National Australia Bank
04.2010 - 06.2011
- Key responsibilities and achievements: Developed and implemented a performance report for all of NAB’s debt collection service providers
- This included KPI’s, adherence to NAB’s debt collection policies, tracking data and accurate historical figures relating to the age of the debts
- Documented project plans, business cases, analysed debt portfolios and provided written recommendations to management
- Created and managed an internal Key Performance Indicators report, for management to monitor our team’s performance
- Reported to internal and external stakeholders to discuss performance, complaints, industry related issues, amendments to contractual terms for current debt collection service providers
- Reviewed tender submissions from debt collection service providers to NAB and measured their submissions against our requirements, including evaluating their risk management strategy
Operations Manager / Business Development Manager
Law Track Pty Ltd, Seek & Find Pty Ltd
06.2007 - 04.2010
- Key responsibilities and achievements: Created and maintained a client database and regularly following up on new business opportunities
- Engaged one of Australia’s top 4 banks for a Skip Tracing investigations project and managed this project from the initiation through to successful completion
- Recruited and managed an investigations team of six full time staff
- Created, documented and monitored business processes to ensure that allocated work was completed within our agreed time frames
- Developed automated update reports to clients to improve operational efficiency Managed the ISO 9001 certification process for the business
Collections Call Centre Team Leader
Recoveries Corp
04.2003 - 06.2007
- Key responsibilities and achievements: Established and managed a team of 20 staff, made up of 12 full time staff and 8 part-time staff
- Managed the team’s work allocation and ensured full coverage on each shift
- Created and reviewed debt collection processes for clients to ensure work was completed in line with both debt collection guidelines and policies
- Resolved issues as they arose and developed new procedures to achieve set targets and objectives
- Managed our complaints process and maintained a complaints register
Education
High School Diploma -
Lynfield College
Auckland, New ZealandSkills
- Vendor Relationship Management
- Financial Planning
- Driven and Determined
- Cultural Awareness
- Team Leadership
- Records Management
- Project Management
- Solution Building
Timeline
Hardship and Collections Officer
Aspire 42
10.2022 - Current
QLD State Operations Manager
National Mercantile Pty Ltd
02.2019 - 09.2022
Sales and Client Support Consultant
Collexus Pty Ltd
06.2016 - 01.2019
Business Owner / Session Guitarist, Teacher, Music Producer
The Guitar Studio
03.2014 - 05.2016
Cairns Office Manager
Prushka Fast Debt Recovery Pty Ltd
07.2011 - 03.2014
Vendor Performance Analyst
National Australia Bank
04.2010 - 06.2011
Operations Manager / Business Development Manager
Law Track Pty Ltd, Seek & Find Pty Ltd
06.2007 - 04.2010
Collections Call Centre Team Leader
Recoveries Corp
04.2003 - 06.2007
High School Diploma -
Lynfield College
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