Victoria Tapelu
Marsden,Queensland
Summary
Strong Accounts Receivable Specialist with 10 years' experience in collections and customer care management. Knowledgeable, analytical and personable with excellent problem solving skills and strengths in areas of negotiations, attention to detail, achieving/striving towards targets and back end collections. Proven to improve workflow efficiencies while maintaining high standards in customer service.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Account Representative / Hardship Officer
Collection House Ltd
Brisbane , QLD
03.2013 - Current
- Managed back end accounts (1st / 2nd /3rd tier debts) / collections for Companies and Businesses - identifying/pursuing liable entities and pursuing off the personal guarantees where applicable
- Communicating and liasing with the client (ANZ) in requesting and analyzing contracts and statements
- Tracked high paying accounts via self made settlement sheet, to negotiate settlements & monitoring/identifying accounts for potential payouts
- Identifying hardship triggers, adding, tracking and updating on the Collection House Hardship register and following up moratorium start and end dates
- Lodging & tracking external settlements via excel templates to review with ANZ direct to negotiate further for accounts not being able to review within Collection House discretion
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Analyzed customer financial information and determined appropriate payment plans.
- Explained the consequences of non-payment in a professional manner.
- Complaint management and reporting of complaints
- Verified accuracy of account information and updated records accordingly - via C4 system.
- Reconciled discrepancies between customers' accounts and statements of account.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Developed strategies for collecting overdue payments while preserving customer relationships.
- Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors.
- Drafted letters demanding payment from delinquent customers using standard templates.
- Met demands of busy collections group by performing high volume of daily calls.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
Senior Spa Therapist
Stephanies Spa Retreat
Brisbane, QLD
10.2010 - 12.2012
- Provided a variety of spa treatments including massage, body wraps and facials to clients.
- Developed customized treatment plans for individual client needs.
- Maintained cleanliness and hygiene standards in the spa environment.
- Educated clients on proper skin care techniques and product use.
- Performed administrative tasks such as scheduling appointments, taking payments and preparing documents.
Spa Therapist
Spa Wumurdaylin
Hamilton Island, QLD
03.2009 - 10.2011
- Performed massage treatments including Swedish, deep tissue and aromatherapy techniques.
- Provided facial treatments such as cleansing, exfoliation and moisturizing.
- Assisted clients with selecting the best spa services for their individual needs.
- Maintained records of client treatments and progress.
- Managed inventory of supplies needed for all spa services.
- Developed customized treatment plans for each client's specific needs and goals.
Education
Diploma of Beauty Therapy - Beauty Therapy And Business Management
Queensland School of Beauty Therapy
Toowong, QLDHigh School Diploma -
Corinda State High School
Corinda, QLDSkills
- Negotiation
- Target Driven
- Client Relations
- Collections best practices
- Customer research
- Following conversation scripts
- Performance Improvements
- Thrive on working under pressure / Prioritize work
- Skip tracing techniques
- Persuasion strategies
- Self Motivation
- Decision-Making
- Relationship Building
- Attention to Detail
Affiliations
- Love Travelling - particularly around Asia
- Love eating different cultural foods - street food
- Just started breeding Dogs - in particular the American Bully Breed
- Being a new mum - daughter is almost 1yrs old
Languages
English
Full Professional
Samoan
Professional
Accomplishments
- Company wide recognition in 2020 - highest payment processed - $289,000.00
- Consistently achieved monthly targets (only missed 4 months) set by management from years 2017 - 2021 (from around end of 2021 bonuses were removed)
Certification
- Certificate III in Financial Services - 2014 completion
References
References available upon request.
Timeline
Senior Account Representative / Hardship Officer
Collection House Ltd
03.2013 - Current
Senior Spa Therapist
Stephanies Spa Retreat
10.2010 - 12.2012
Spa Therapist
Spa Wumurdaylin
03.2009 - 10.2011
Diploma of Beauty Therapy - Beauty Therapy And Business Management
Queensland School of Beauty Therapy
High School Diploma -
Corinda State High School
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