Claire Gibson
Hoddesdon,Hertfordshire
Summary
Am an experienced customer relations, debt collection, and comfortable with high volume high debt with ultimate goal for accounts run to an acceptable level and then maintain.
Overview
26
26
years of professional experience
Work History
Head of Finance and Compliance
Metropolitan Housing Association
London, England
01.2009 - 12.2021
- Quarterly FCA reporting detailing all Debtor, Credit, Receivables.
- Complaint Handler, on queries, misconduct, breaches
- Team Management of 6
- Implement/write best practice process for outgoing calls, incoming calls, written responses
- Team Management of 8 to include 121's, holidays, sickness, setting SMART objectives
- Producing team reports to include data audits, outgoing call performance levels of turn around times, receipts, complaint management
Credit Control Collections Manager
Residential Management Group
Hoddesdon, England
01.2005 - 12.2009
- Service Charge Credit Control includes
- High Volume outgoing debtor calls, incoming calls, emails, letters - high volume
- With one point solution, to answer all queries/questions providing prompt payments
- Complaint management
- Mediation of legal referral within terms of Lease
- Team 4
- Legal referrals, witness statements, site visits, direct emails, calls and sites
- Reminders, Demands, Legal Action for Service Charges, Ground Rent
Head of Credit Control/Operations – Collections
Teleco Communications
Enfield, England
01.1999 - 12.2005
- Team Management of 6 people
- Receive high incoming calls, emails Portfolio of 4,000 customers
- Make all outgoing calls collection of payments
- Respond to all emails with a 24 hour turn around time
Major Accounts Supervisor
Eastern Electricity
Enfield, England
01.1997 - 12.1999
- Supervised 3 team members
- Made all senior calls to customers in relation to payment /query
- Portfolio of 300
- Managed team performance in call numbers and quality
Senior Arrears Officer
London Borough of Enfield
Enfield, England
01.1996 - 12.1997
- Issued all written communication/reminders/demands in relation to Rent
- High outgoing calls collection of Rent
- High written communications letter/email collections
- Site visits collection of Rent
- Answered calls/responses/followed county court process
Education
GCSE LEVEL - English B, Biology C, Computer Studies C, Maths C, History B
Salisbury Secondary School
London, England Skills
Experienced Credit Controller by way of all call handling, successful payment collection
Trained negotiator, mediator and communicator
Self Motivated/driven look to be on top of a debtors ledge from collection to customer relationship
Custom
- Complaint Management
- Debt Management
- Money Management
- Mediation/Mediator
- Team Management appraisal/disciplinary
- Policy process writer
References
References available upon request.
Timeline
Head of Finance and Compliance
Metropolitan Housing Association
01.2009 - 12.2021
Credit Control Collections Manager
Residential Management Group
01.2005 - 12.2009
Head of Credit Control/Operations – Collections
Teleco Communications
01.1999 - 12.2005
Major Accounts Supervisor
Eastern Electricity
01.1997 - 12.1999
Senior Arrears Officer
London Borough of Enfield
01.1996 - 12.1997
GCSE LEVEL - English B, Biology C, Computer Studies C, Maths C, History B
Salisbury Secondary School
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