Joey El-Zreiby

Took planned parental leave to support and care for family during an important stage of life.

• Lead ethical resolution strategies for high-sensitivity and vulnerable customer cases within a regulated environment.
• Coached a team of managers to improve case management efficiency and overall team performance.
• Developed and implemented customer complaint handling policies to increase process compliance and resolution speed.
• Achievements:
• Provided strategic insights that led to targeted updates in customer support frameworks, reducing risk by 10% and strengthening stakeholder confidence through proactive, data-informed decision-making.
• Designed and delivered cross-skilling initiatives for multiple teams to effectively support highly vulnerable customers, including a step-by-step guide. This increased business-wide confidence and improved productivity by 15% through more consistent, empathetic handling of sensitive cases.
• Created and implemented a referral process that enhanced our overall referral strategy, boosted customer satisfaction, and improved team productivity by 20% through streamlined workflows aligned with business objectives.
• Lead performance improvement initiatives across customer operations, developing KPI tracking frameworks and governance models that improved resolution times by 10% while reducing regulatory exposure.

• Lead a team managing complex, high-sensitivity customer complaints, ensuring compliance with internal policies and regulatory obligations.
• Developed and implemented training initiatives to enhance conflict resolution capabilities across departments.
• Achievements:
• Collaborated with senior stakeholders to help teams identify, escalate, and resolve systemic issues via the complaints process, driving policy enhancements and reducing team risk by 5% over the financial year.
• Revamped the complaints handling process, driving a 15% increase in both customer satisfaction and productivity through enhanced service recovery and efficient issue resolution.
• Developed and implemented targeted training programs to upskill cross-functional teams in managing hardship and collections-related complaints, boosting confidence and reducing risk by 10% in this critical area.

• Oversaw delivery of Collections Remediation Projects, aligning execution with compliance and regulatory frameworks.
• Worked cross-functionally to identify operational inefficiencies and implement targeted solutions.
• Achievements:
• Drove strategic improvements that reduced risk by 9% and enhanced remediation quality, leveraging stakeholder engagement and providing actionable insights to the senior leadership team.
• Strengthened governance practices through ongoing collaboration with compliance and legal teams, resulting in improved regulatory adherence and a 10% reduction in compliance-related issues.
• Spearheaded the collections process enhancement initiative by creating a standardised collections guide and customer call model, resulting in a 15% increase in customer engagement and a 20% uplift in KPI performance on dollars collected.

• Directed day-to-day performance and coaching of a customer service team supporting financial assistance needs.
• Ensured service delivery aligned with compliance requirements and hardship support guidelines.
• Contact centre operations and workforce planning.
• Achievements:
• Enhanced our talent pool by providing support and boosting staff confidence through effective communication, leading to a 12% reduction in regulatory breaches.
• Selected to lead the inaugural complaints team, designing a comprehensive framework in collaboration with legal and risk teams. This initiative streamlined operations and boosted business productivity by 20%.
• Lead the overhaul of the hardship process by designing a structured support framework and communication model, driving a 15% improvement in customer engagement and a 20% increase in resolution efficiency for hardship cases.

• Lead a team delivering unsecured loan assistance to customers experiencing financial hardship.
• Supported staff development and adherence to customer service protocols.
• Contact centre operations and workforce planning.
• Achievements:
• Achieved a 10% reduction in compliance breaches through root cause analysis and implementation of new strategies in our processes.
• Reduced customer complaints by 5% in the first quarter by enhancing processes and elevating customer service standards.

• Managed frontline staff processing direct lending applications and enquiries.
• Monitored service levels and escalated issues impacting turnaround times.
• Contact centre operations and workforce planning.
• Achievements:
• Increased first-contact resolution by 5%, through coaching and workflow refinement.
• Elevated customer experience scores by 15% through consistent service delivery and effective coaching.

• Lead early-stage collections outreach, focusing on customer education and repayment plan negotiation.
• Promoted a solutions-based approach to mitigate account delinquency.
• Contact centre operations and workforce planning.
• Achievements:
• Reduced escalation rates by 10%, through promoting proactive customer contact strategies.
• Boosted team performance by 15%, through skills-based training and quality assurance monitoring.