Cian Galvin
Collections Team Manager
Cork
Summary
Proven leader in debt recovery and customer relations, adept at developing tailored repayment plans and enhancing satisfaction levels. At Capita, I spearheaded initiatives that significantly improved cash flow and resolved complaints, demonstrating exceptional organizational abilities and effective communication. Achieved consistent goal attainment by driving team accountability and performance, showcasing a blend of hard and soft skills critical for success.
Overview
18
18
years of professional experience
Work History
Credit Collections Manager
Capita
06.2024 - Current
- Developed tailored repayment plans for clients facing financial hardship, enabling successful account resolution while preserving positive business relationships.
- Presented regular reports on departmental performance, providing key insights into areas requiring further attention or action from leadership teams.
- Established clear performance metrics, driving accountability within the collections team for meeting or exceeding targets consistently.
- Maintained accurate records of all collection activities, ensuring timely reporting to management.
- Improved cash flow by negotiating favorable payment terms with clients experiencing financial difficulties.
Credit Collections Complaints Manager
Capita
09.2023 - 06.2024
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Maintained strong relationships with key stakeholders within the organization, working together to address systemic issues contributing to customer dissatisfaction.
- Developed and implemented training programs to improve employee skills in managing customer complaints.
- Managed regulatory complaints team in activities associated with resolution of customer complaints received by federal and state regulators.
Credit Collections Dialler Manager
Capita
10.2020 - 09.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Collections Agent
Capita
10.2018 - 10.2020
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Achieved performance goals on consistent basis.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Assistant Store Manager
Skechers
03.2017 - 10.2018
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
Manager Trainee
Skechers
03.2016 - 03.2017
- Coordinated daily tasks with staff members, ensuring timely completion of responsibilities while maintaining a high level of productivity.
- Assisted in the recruitment process, interviewing potential candidates and selecting qualified individuals for various positions within the store.
- Spearheaded visual merchandising efforts, creating eye-catching displays that showcased products effectively while enhancing the overall shopping experience for customers.
- Handled cash transactions accurately, ensuring proper documentation and record-keeping practices were followed at all times.
Retail Supervisor
Skechers
02.2016 - 09.2016
- Enhanced store appearance with regular maintenance, cleaning, and organization of merchandise areas.
- Supported inventory management tasks including ordering stock items and conducting physical inventory counts ensuring proper stock levels.
- Coordinated merchandising displays, signage and sales enablement.
- Resolved conflicts among staff members professionally and fairly, maintaining a cohesive team dynamic.
Stockroom Assistant
Skechers
09.2015 - 02.2016
- Kept detailed records of all damaged or returned merchandise using computerized systems for accurate reporting purposes.
- Reduced order processing time by accurately updating the inventory database on a daily basis.
- Collaborated with purchasing department to maintain optimal inventory levels, preventing stockouts and reducing excess stock.
- Coordinated with shipping department for seamless transfer of completed orders from the stockroom to the loading dock for dispatching purposes.
Warehouse Worker
Pat Mcdonnell Paints
05.2015 - 09.2015
- Loaded, unloaded, and moved material to and from storage and production areas.
- Checked packages and merchandise for damage and notified vendors.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
Customer Service Representative
Abtran
10.2012 - 05.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Supermarket Worker
Tesco
09.2006 - 10.2012
- Pleasantly greeted customers and provided prompt and courteous service.
- Supported team members during busy periods, ensuring smooth operations throughout the store.
- Checked aisles for spills to complete quick clean-up.
- Enhanced customer satisfaction by providing efficient and friendly service at checkout lanes.
Education
Christian Brothers College
Cork, Ireland 04.2001 -
Skills
Debt recovery expertise
Effective Communication Techniques
Goal Setting and Achievement
Organizational abilities
Timeline
Credit Collections Manager
Capita
06.2024 - Current
Credit Collections Complaints Manager
Capita
09.2023 - 06.2024
Credit Collections Dialler Manager
Capita
10.2020 - 09.2023
Collections Agent
Capita
10.2018 - 10.2020
Assistant Store Manager
Skechers
03.2017 - 10.2018
Manager Trainee
Skechers
03.2016 - 03.2017
Retail Supervisor
Skechers
02.2016 - 09.2016
Stockroom Assistant
Skechers
09.2015 - 02.2016
Warehouse Worker
Pat Mcdonnell Paints
05.2015 - 09.2015
Customer Service Representative
Abtran
10.2012 - 05.2015
Supermarket Worker
Tesco
09.2006 - 10.2012
Christian Brothers College
04.2001 -
Similar Profiles
Levi TekotahiLevi Tekotahi
Lead Health Technician (Admin) at CapitaLead Health Technician (Admin) at Capita
Rashmi ChoudharyRashmi Choudhary
Customer Management Executive at CapitaCustomer Management Executive at Capita
Rowan WardRowan Ward
Tools Operations Manager (ITSM) at CapitaTools Operations Manager (ITSM) at Capita
Rhea JarvisRhea Jarvis
Account Manager Central Government at CapitaAccount Manager Central Government at Capita
WILDER CARDONAWILDER CARDONA
Administrative and Portfolio Analyst at Promotora de Comercio Social (PCS)Administrative and Portfolio Analyst at Promotora de Comercio Social (PCS)