LinkedInKatie Dorman

Katie Dorman

eCommerce Transition Team at Worldpay

Location
Macclesfield, Cheshire, United Kingdom
Industry
Legal Services
Previous
  1. Ten Alps Publishing,
  2. Solex Legal Services,
  3. Salans
Education
  1. The Towers School
67connections

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67connections
The Towers School

The Towers School

English Literature and Langugage, Maths, French, Science, Communication Studies,Graphics

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Background

Summary

For the last 10 years my career has been based around debt purchase, debt recovery, litigation on defaulted debts and risk analysis.

I always look to progress within any business that i work for as i want to meet and exceed all expectations. I have strong transferable skills for credit control, management and training roles which makes me a strong candidate for all relevant roles i apply for.

To stay in this sector for as long as i have and to achieve the levels of success i have must mean that this is where i am suppose to be and my CV will support this. This sector is like Marmite and i would have to say that i love it!

Experience

eCommerce Transition Team

Worldpay
– Present (6 months)Manchester, United Kingdom

Working on a transition project for eCommerce which is transitioning from Cambridge to Manchester in the next few months.

Process mapping has been essential and extracting as much information from the current office enabling a smooth transition and successful Go Live!

Senior Credit Control

Ten Alps Publishing
(2 years 10 months)Macclesfield, Cheshire

Senior Credit Control and an in house Paralegal Position.

Senior Collector/Litigator/ Assistant Team Leader

Solex Legal Services
(2 years 11 months)Bromley, United Kingdom

Negotiating settlements and payment plans over the telephone whilst following the criteria for each client
Exploring possible enforcement options when working each file for example are they a homeowner, employed or have possible assets
Issuing claims to courts for money judgements, charging orders, attachment of earnings and return of goods
Once claim has been issued I am then required to complete the full litigation process until suitable outcome achieved
Liaise with clients over the phone, complete updates from client and maintain the high level of service required
Take payments over the phone and calculate the relevant charges
Design new procedures for collections process and also produce the training for new and existing staff. This training also consists of Data Protection Rules and telephone techniques
Participating in 1-2-1's and monthly, yearly appraisals
Composing monthly reports for both firm and clients
Managing complaints through the regulated bodies in the finance sector and making the firm remains compliant
One to One training sessions for dealing with difficult calls, complaints and any areas of development needed for staff
Marketing the collections process to new and existing clients both in and outside the office
Designing new collections letters which can be used throughout the litigation department

Senior Collector

Salans
(3 years)

Account Management, daily, weekly monthly reports and constant monitoring of SLA's.
Assistant Team Leader duties and the responsibility of relationship management.

Account handler/Team Leader

Cabot Financial Europe Ltd
(1 year 2 months)

Working in a team of 10 in a call centre environment and maintaining a professional outlook to the job role
Building a rapport with customers in the harder phases in collections as well as within the internal collection agency
Negotiate settlement and payment plans over the phone with each customer
Communicating with underwriting when negotiating settlement and sell all benefits of settling accounts in lump sum payments
Monitoring all personal accounts and focusing own personal targets each month
Compiling and presenting team and manager briefs
Coaching and monitoring other account officers
Disciplinary meetings
One to One appraisals
Creating new motivational incentives that can be used throughout the team and department
Prioritising tasks to make the most of each day
I started as an account officer at Cabot but was then selected to take part in the company's management scheme and completed the course with a distinction and was running my own team of 15.

Collections agent/Assisting Team Leader

Vanquis Bank Ltd, Chatham
(1 year 7 months)

Obtaining financial promises from customers who have fallen into arrears with their credit card payments
Re-educating the customers with the products and advising the best way to maintain their accounts
Work a dialler system
Monitoring personal targets each month
"Buddying" new staff to give a clear understanding of what the job entailed and the standards required
Completing team briefs also known as "Buzz Meetings" to boost daily morale
Be creative with new incentives within the department to again help morale and team work
Call monitoring and provide constructive feedback to staff for further development
Complete weekly timesheets for all temporary, agency provided staff
Deal with complaint calls within the department
Work within the harder phases of collections and again within the internal collection agency
I was employed as a collections agent at Vanquis and then I was approached to participate within the management programme which I completed with distinction. I was rewarded with the responsibility of having my own night shift team of 20.

Skills

  • Credit
  • Credit Cards
  • Management
  • Negotiation
  • Marketing
  • Leadership
  • Account Management
  • Coaching
  • Training
  • Call Centers
  • Finance
  • Change Management
  • Accounts Receivable
  • Business Strategy
  • Bankruptcy
  • Outlook
  • Teamwork
  • Debt Management
  • Accounting
  • Litigation
  • See 5+  See less

Education

The Towers School

English Literature and Langugage, Maths, French, Science, Communication Studies, Graphics

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