Summary
Overview
Work History
Skills
Timeline
Generic

KATHLEEN POKA

Sydney,NSW

Summary

Skilled investigator with expertise in conducting comprehensive fact-finding and synthesizing complex information into actionable reports. Proficient in evidence handling, stakeholder communication, and ensuring timely case resolutions while upholding confidentiality and compliance standards. Committed to applying strong analytical judgment and advanced communication skills to foster fair outcomes and enhance process efficiency.

Overview

14
14
years of professional experience

Work History

COMPLEX INVESTIGATIONS OFFICER

Menulog
02.2023 - 11.2025
  • Conducted thorough misconduct investigations, reducing delivery errors through corrective actions.
  • Produced incident analytics and executive reports to inform impactful policy updates.
  • Developed compliant macros automating evidence collation, significantly cutting case preparation time.
  • Managed ICAM and GSR serious incidents, ensuring adherence to Deactivation Code.
  • Coordinated deactivation appeals with Legal, enhancing cycle times and audit readiness.
  • Led Quarterly Safety Incident reporting, aligning stakeholders on new controls and risk assessments.
  • Prepared documentation for Legal teams for court presentations.
  • Investigated operational discrepancies, delivering actionable insights for improved delivery accuracy.

EXECUTIVE CARE ADVISOR

Menulog
11.2020 - 01.2023
  • Resolved high-risk escalations end-to-end, significantly reducing repeat contacts and churn exposure.
  • Authored and maintained standard operating procedures, minimizing handling variance and training rework.
  • Managed invoicing and PayPal disputes with zero loss events, achieving quicker case closures.
  • Applied proactive outreach strategies that elevated CSAT and first-contact resolution rates.
  • Partnered with cross-functional teams to identify and address process gaps, enhancing operational efficiency.
  • Delivered exceptional customer support, promptly resolving issues to ensure client satisfaction.
  • Streamlined inter-departmental communication processes, improving response times and collaboration on projects.

FINANCIAL HARDSHIP OFFICER

Vodafone
04.2020 - 10.2020
  • Delivered empathetic financial guidance to clients, strengthening trust and enhancing retention.
  • Evaluated financial situations to create customized repayment plans, achieving significant debt recovery improvements.
  • Streamlined application processes for financial assistance, accelerating approvals and boosting client satisfaction.
  • Maintained accurate records of interactions and financial plans, ensuring compliance and enhancing reporting efficiency.

SENIOR RELATIONSHIP MANAGER

Capital Credit Solutions
01.2020 - 03.2020
  • Led high-stakes repayment negotiations, increasing cured accounts with measurable uplift.
  • Structured tiered settlement plans that cut delinquency queue volume within one quarter.
  • Directed skip tracing and outreach to re-engage hard-to-reach clients across key portfolios.
  • Coordinated litigation support with legal teams, reducing case cycle time by a notable margin.
  • Built a call and email response rhythm that raised first-contact resolution and client trust.

TRAINING FACILITATOR

ACM Group Ltd
11.2018 - 11.2019
  • Led week-long onboarding cohorts and cut ramp-up time for new hires by over one third.
  • Built and updated training decks, improving content clarity and quiz pass rates across cohorts.
  • Delivered classroom and mock-call training, lifting first-call handling accuracy for graduates.
  • Assessed final exams and coached individuals, boosting re-test success on the next sitting.
  • Allocated graduates to teams based on skills data, reducing post-training reassignment requests.

SENIOR COLLECTIONS OFFICER

ACM Group Ltd
05.2012 - 10.2018
  • Led a 12-member collections team for Westpac portfolios, meeting KPIs for 24 consecutive months.
  • Optimized team budget tracking and deficit controls, reducing variance against plan by notable margins.
  • Delivered 1:1 coaching and call QA, lifting right-party resolution rates with clear, measurable gains.
  • Handled escalations and hardship cases, improving complaint turnaround time and settlement outcomes.
  • Produced weekly targets and contests, raising team call productivity and promises-kept rates appreciably.
  • Managed a team of collectors, achieving a consistent recovery rate that reduced outstanding debts and improved cash flow.
  • Managed telecommunication portfolio with an average of 200 accounts.
  • Managed banking portfolio with average of 150 accounts.

Skills

  • Risk assessment and incident management
  • Stakeholder engagement and conflict resolution
  • Case management and evidence handling
  • Customer service excellence

Timeline

COMPLEX INVESTIGATIONS OFFICER

Menulog
02.2023 - 11.2025

EXECUTIVE CARE ADVISOR

Menulog
11.2020 - 01.2023

FINANCIAL HARDSHIP OFFICER

Vodafone
04.2020 - 10.2020

SENIOR RELATIONSHIP MANAGER

Capital Credit Solutions
01.2020 - 03.2020

TRAINING FACILITATOR

ACM Group Ltd
11.2018 - 11.2019

SENIOR COLLECTIONS OFFICER

ACM Group Ltd
05.2012 - 10.2018

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KATHLEEN POKA