Mark Hermosilla
C&I Analyst
Keysborough,VIC
Summary
First things first, I love my morning coffee. Professionally, I bring an extensive experience leading Credit & Collections, Sales, and Customer Service teams across Financial Services, Banking, and Energy Industries. I currently manage the C&I Debt Book portfolio of up to $400 million in revenue independently, where I established streamlined processes that reduced 90‑day aged debt to zero for three consecutive months, delivering measurable and sustainable performance outcomes.
Overview
2027
2027
years of professional experience
3
3
years of post-secondary education
Work History
Credit & Collections Analyst
Momentum Energy
08.2022 - Current
- Managing a portfolio of the C&I Debt Book which consisted of up to 5,000 active accounts totaling of up to 400 million in revenue while ensuring established compliance and streamlined process.
- Created a C&I process and strategies to increase efficiency and productivity whilst being compliant.
- Delegation of over 200k for approving payment arrangements/extension to C&I accounts.
- Enhanced Business cash flow revenue by maintaining the C&I Debt Book at it's very best position.
- Preparing accounts for Write Offs on a monthly basis.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Payment Reconciliations
- Working Closely with Sales, Billing, Credit Assessment, Connections and Ombudsman team for any issues that prevents customers making payments.
- Dealing with our Third Party Debt Collection Agencies for all final billed accounts that is considered uncollectible.
- Dealing with our Third Party Lawyers for any Insolvent accounts.
- Dealing with Distributors for updates on service orders raised in the market.
- Weekly Risk Meetings with the GM and my Direct Reports.
Business Development Manager
Victorian Chambers Of Commerce & Industry
1 2020 - 11.2021
- Pro-actively managing a portfolio of small to medium businesses that consists of upto 5,000 accounts.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Generated new business with marketing initiatives and strategic plans.
- Developed customized account plans for clients to help them achieve their business goals.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Utilizing opportunities for selling additional products and services.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Portfolio's Retention Activities and Credit Management.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Collections Manager (Contract)
CEG Direct Securities
07.2019 - 12.2019
- Pro-actively managing whiteboards for the whole collections department which consists of 6 departments.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Building and Creating initiatives to the current Collections Management Procedures.
- Managing in-house solicitors regarding legal disputes.
- Managing in- house Agents in charge of Repossession.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Working alongside the CFO in managing payments on a daily basis.
- Weekly risk meetings with the General Manager in solving escalated scenarios.
Business Development Manager
OC Energy Australia
01.2018 - 06.2019
- Pro-actively targeting new business opportunities and developing long term relationships with existing and potential new clients.
- Creating Long Term Relationships with Developers, Project Managers, and Builders to develop new potential business leads and grow further on our existing business.
- Pro-actively creating initiatives for the Sales Department and consistently updating the Sales process.
- Collaborating with Business Development Managers in sending Proposals and Agreements to potential new clients.
- Meeting Developers, Project Managers, and Builders through Lunch or Dinner to discuss current and future projects.
- Working under the National Sales Director.
- Collaborating with the Marketing Manager and using our business tools ensuring absolute and clear communication on our Advertisements and Brochures.
- Assisting Business Development Managers with site inspections and creating relationships with Building Managers.
- System Management for OC Energy's Client Information.
Credit & Collections Lead
Origin Energy, Australia
08.2013 - 11.2017
- Managing 3 teams which was composed of Auditors, Case Management & Debt Collection Consultants.
- Performance Management.
- Reduced bad debt write-offs through proactive account management and early identification of high-risk accounts.
- Mentored Team members to develop essential skills required for successful collections efforts.
- Maintained accurate records of all collection activities, ensuring timely reporting to management.
- Enhanced customer satisfaction by training team members in effective communication and negotiation techniques.
- Optimized resources allocation based on individual strengths and abilities, maximizing their contributions to the teams overall performance.
- Reduced outstanding debts through strategic planning and diligent follow-up with delinquent accounts.
- Call monitoring and providing feedback.
- Weekly Reports for the Operations Manager.
Credit & Collections Officer
Origin Energy, Australia
03.2013 - 07.2013
- Abided by rules of Fair Debt Collection Practice Act for fully compliant activities above basic industry standards.
- Negotiated to collect full outstanding balance in full.
- Assisted debtors in setting up payment plans to recover overdue balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Auditing service orders raised by Case Managers.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Self – Efficient in maintaining quality audits while taking outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Adherent to Origin's Policies and Compliance.
- Trained new team members on scripts, company services, and collection strategies.
- Reviewed and analyzed credit reports to assess risk factors, aiding in the decision-making process for account management strategies.
- Provided exceptional customer service while upholding professionalism during difficult conversations with debtors regarding their outstanding balances.
- Collaborated with other departments to streamline the collections process, resulting in improved productivity.
- Located and monitored overdue accounts by using automated systems.
- Verified and reviewed customer account information.
Account Manager
Forex CT
02.2012 - 01.2013
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Streamlined internal processes for better efficiency in account management tasks.
- Negotiated contracts with focus on maximizing profit and ensuring client satisfaction.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Set and achieved company defined sales goals.
- Negotiated prices, terms of sales and service agreements.
Sales Team Lead
American Express
05.2010 - 12.2011
- Leading a team of both inbound & outbound sales consultants.
- Led regular team meetings to keep sales personnel motivated with tips, techniques and relevant information.
- Mentored and guided employees to foster proper completion of assigned duties via morning huddles with my team to execute a plan for the day.
- Implemented creative incentive programs to motivate team members and drive exceptional sales results.
- Monitored sales team performance and provided constructive feedback.
- Increased sales revenue by implementing targeted sales strategies and team training sessions.
- Quarterly Performance Management and Rewards and Recognition. Forecasted sales to management and collaborated to build effective sales team.
- Cultivated a positive team culture by encouraging open communication channels, celebrating successes, and recognizing individual achievements.
- Trained, coached and mentored new sales associates for maximum performance.
- Maximized revenue generation by proactively identifying upselling opportunities within existing accounts.
- Boosted sales performance by implementing effective team training and coaching strategies.
- Attended monthly sales meetings and quarterly sales trainings.
Outbound Sales Consultant
American Express
06.2009 - 04.2010
- Conducted outbound phone calls daily to reach potential clients and market products and services.
- Made average of 80-100 outbound and inbound calls per day.
- Set up appointments with interested customers according to schedule availability.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Resolved problems, improved operations and provided exceptional service.
- Provided information about available products and services including membership details and purchase advantages.
Collections & Customer Service Officer
ANZ
02.2008 - 03.2009
- Answering incoming calls to any general queries and outstanding balances about a customer's accounts.
- Working in a team environment.
- Analyze all customer issues and assist to resolve all within the required timeframe.
- Maintain accuracy of all data and verify the same for all customer services.
- Dealing with escalated calls regarding customer's overdrawn residential and business account.
- Dealing with Centre link consultants in finding positive ways to deal with the customer's financial status.
- Trained to use different CRM.
- Processing a reimbursement for customer's overdrawn fees once a customer had made a payment plan.
Education
Tier 2 RG146 Provide General Advice in General Insurance -
Kaplan Professional
Melbourne, VICCertificate IV TAE40110 - undefined
CBD College
Melbourne, VICBachelor of Nursing - undefined
Deakin University
Melbourne, VIC 01.2007 - 01.2010
Skills
Team Leadership
Debt recovery strategies
Portfolio management
Credit reporting
Collections
Accomplishments
- Achieved zero balance on 90+ days on 3 consecutive months for Momentum Energy's C&I Debt Portfolio which put Momentum Energy's C&I Debt Book at the best position than it has ever been.
- Multiple annual salary increases and bonuses for continuously improving the Debt Book in Momentum Energy.
- Multiple appreciations & recognitions from my GM in Momentum Energy.
- Multiple coffee vouchers from my Direct Reports, One line Manager & the GM in Momentum Energy.
- Appreciations from Origin for consistently exceeding Team Performance.
- Multiple awards from Aegis for consistently having the highest PTP Kept Rates.
- Red Balloon Vouchers in ANZ for consistently hitting Daily KPI's
Affiliations
VOLUNTEER EXPERIENCE
Medicines Sans Frontier
Volunteered indoor to door knocking to convince people to help donate to our Doctors and Nurses who were volunteering to go to the 3rd world countries to help people are an urgent need of food, medical care, water, and shelter.
Paraplegic and Quadriplegic Australia
Duties involve cold calling outbound calls for donations and signing people up for membership.
ADRA Appeal Adventist Development and Relief Agency Volunteer Collector Volunteered for a door to door coin collection
Timeline
Credit & Collections Analyst
Momentum Energy
08.2022 - Current
Collections Manager (Contract)
CEG Direct Securities
07.2019 - 12.2019
Business Development Manager
OC Energy Australia
01.2018 - 06.2019
Credit & Collections Lead
Origin Energy, Australia
08.2013 - 11.2017
Credit & Collections Officer
Origin Energy, Australia
03.2013 - 07.2013
Account Manager
Forex CT
02.2012 - 01.2013
Sales Team Lead
American Express
05.2010 - 12.2011
Outbound Sales Consultant
American Express
06.2009 - 04.2010
Collections & Customer Service Officer
ANZ
02.2008 - 03.2009
Bachelor of Nursing - undefined
Deakin University
01.2007 - 01.2010
Certificate IV TAE40110 - undefined
CBD College
Business Development Manager
Victorian Chambers Of Commerce & Industry
1 2020 - 11.2021
Tier 2 RG146 Provide General Advice in General Insurance -
Kaplan Professional
References
Available for Request