Summary
Overview
Work History
Skills
Personal Courses And Computer Skills
Personal Information
References
Languages
Timeline
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Karol Tello Alvarado

Sydney,NSW

Summary

I am a self-motivated, dedicated, and passionate person who is always striving to succeed. I am a strong team player who can also work well independently with a strong work ethic. High-performing Senior Credit Officer and TCRO with expertise in building strong client relationships and optimizing organizational processes, measurement systems, and infrastructure to maximize business results. Enthusiastic problem-solver with keen ability to rapidly assess diverse situational challenges, develop action plans, and lead individuals to meet and exceed targeted goals. Effective communicator and relationship-builder with superior detail orientation, who gathers and shares information effectively.

Overview

10
10
years of professional experience

Work History

Traffic Control Room Officer

12.2022 - Current
  • Observation and Operation of tunnel management systems – Ventilation, fire, water deluge, traffic management systems and devices
  • Detect and timely respond to incidents, allocating to first responders and/or emergency services while leasing with external stake holders and internal parties
  • Isolation of tunnel plant and equipment to ensure works can be carried out safely
  • Respond to system alarms and notify onsite technicians for timely fault resolutions
  • Use of RRB and PA systems to communicate with members of the public
  • Implementation of traffic control measures during planned works and unplanned incidents through OMCS
  • Daily document system checks
  • Continued revision for safety tunnel operations
  • Signing workers onto an approved ATA and checking for site readiness through permitted program
  • Attend site toolbox for discussion and major closures and works for input and planning requirements.

Senior Credit Officer

10.2019 - 12.2021
  • Monitor the team to ensure that they are accurately actioning and responding to the Credit Customer emails within 2 business days
  • Send out daily productivity updates
  • Handling escalations timely
  • Maintain a positive and supportive Team Culture
  • Reporting breaches immediately
  • Provide regular reporting and feedback to National and Asset Managers on all DCA activities
  • Manage & Resolve customer DCA queries within 2 business days (including internal queries)
  • Monitor & Identify any issues with the DCAs
  • Provide feedback and training to the team with regards to their performance
  • Ensure that the team are well supported daily to establish that we maintain a high performing team with a positive team culture
  • Ensure accuracy in all DCA reporting as per business guidelines
  • Monitor and identify any system issues with the DCA and follow up with the right stake holders and ensure it is resolved in a timely manner
  • Recognizing the efforts and value of all Transurban employees delivering ThanksTU cards in recognition of the efforts our colleagues provide beyond their BAU
  • Support the success of the team’s HSE Action Plan
  • Team meetings and support team to be vocal
  • Lead with confidence and take accountability for vocalizing team performance regularly
  • Maintain and/or improve ‘Our Voice’ engagement score based on FY22 results
  • Making sure my team meets all their KPIs
  • Create HSE action plans
  • Arrange one on one and team meetings
  • Ensure the team are taking their Wellnomics breaks regularly, to ensure that the team remain safe and compliant overall
  • Assist with presenting the team through visual deck for monthly results; vocal to the business about success, including regular briefings with the team to ensure an awareness of current changes and requirements
  • Proving coaching, buddying sessions to support team members achieve high performance
  • Review Wellnomics risk and associated cause, result is to have all employees working safe
  • Created and continue to create my teams own KPIs
  • Create processes within the business, on a regular basis to meet the expectations of customers, the teams and the business as systems and legislations change
  • Process performance reviews every quarterly and yearly for the team
  • Improve interaction between Westlink, NWR, Customer Ops, and the Credit team through regular exchange forums, result sharing, reporting and escalations
  • All team members to complete compulsory learning modules through Workday platform by end of Financial year
  • Support my colleagues through cross training to ensure that we maintain a high performing team
  • Creating process documents for training and quality purposes
  • Always Managing the team’s safety
  • Reporting and approving leave for the team
  • Conduct interviews for new starters within the team for the Credit team.

Transurban Credit Officer

01.2016 - 10.2019
  • Work closely with debt collection agencies to resolve complex credit problems and mitigate risk on referred and delinquent accounts
  • Keep the business fit for the future by ensuring the collection of overdue accounts, keeping bad debt to a minimum and preserving cash flow
  • Contact customers with overdue accounts to negotiate fair and flexible payments, exercising care and compassion to ensure that options available under the hardship policy are utilised
  • Work fast and hit targets, with professionalism, care and compassion
  • Utilise my credit management knowledge and TU policy guidelines to make decisions about debt – when it’s bad, when payments can be extended and when they can be written off
  • Work in a fast-paced dialler environment hitting collection targets and maintaining KPIs regarding Grade of Service, Average Handling Time and Abandonment Rate in a high volume, low value setting
  • A natural problem solver and people person, I communicate well with customers, colleagues and stakeholders – online and on the phone
  • Put customers first and understand the value of customer experience, exercising care and compassion with every call
  • Strong background and knowledge in credit management generally including reporting and collection techniques, including training and/or understanding of financial hardship
  • I have a head for figures, demonstrating capability with reporting and analytics
  • Strong knowledge of privacy.

Transurban CSO Level 2 Officer

01.2014 - 01.2016
  • Responsible for 2nd level customer support consisting of the investigation and follow up on cases
  • Process all customer requests that come into the business via phone fax email internet post or any other medium
  • Customer first call resolutions
  • Process refunds and take payments.

Skills

  • Emergency Response Coordination
  • Work Coordination
  • Strategic Planning
  • Reporting and documentation
  • Traffic direction
  • Emergency Response
  • Asset Protection

Personal Courses And Computer Skills

  • Proficient with PowerPoint.
  • Advance Skills with Excel spreadsheet and Microsoft Word
  • AIM Course – Leadership essentials
  • AIM Course – Implementing continuous improvement.
  • Cert 4 in Credit Management.
  • TU Leadership forums

Personal Information

Date of Birth: 02/22/1991

References

Contacts will be provided upon request.

Languages

Spanish
Professional

Timeline

Traffic Control Room Officer

12.2022 - Current

Senior Credit Officer

10.2019 - 12.2021

Transurban Credit Officer

01.2016 - 10.2019

Transurban CSO Level 2 Officer

01.2014 - 01.2016

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Karol Tello Alvarado