Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Timeline
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Ayse Mutlu

London,London

Summary

Multilingual and analytically minded professional with hands-on experience in fintech collections, merchant engagement, and SME account strategy. At YouLend, I deliver data-informed recovery processes and maintain high performance across key metrics, including conversion and cash collection. With a strong foundation in both operational execution and relationship management, I contribute to merchant-centric solutions that support sustainable portfolio health and business growth. My experience spans repayment planning, multilingual negotiation, and cross-functional collaboration to support practical, outcome-focused resolutions. Currently completing an MBA in International Finance and Banking (dissertation pending, September 2025), I combine commercial insight with cultural fluency to navigate complex financial interactions with confidence and precision.

Overview

6
6
years of professional experience
2025
2025
years of post-secondary education

Work history

Collection Executive

YouLend
London
01.2025 - Current
  • Oversee aportfolio of 300+ SME merchant accounts across the UK and Germany, managing early-stage arrears and formulating tailored repayment strategies.
  • Consistently exceed recovery targets, including conversion rates and cash collected, by applying a merchant-focused and data-informed approach.
  • Conduct multilingual engagement (English, German, Turkish) to build trust, clarify terms, and navigate complex account scenarios.
  • Handle inbound and outbound communications with accuracy and empathy, balancing commercial objectives with individual circumstances.
  • Collaborate with internal teams to implement resolution strategies that align with YouLend’s growth and risk management priorities.
  • Translate and review operational and merchant-facing materials to ensure clarity and consistency.
  • Resolve high-value and sensitive cases through structured, measured, and solution-driven communication.

German Language Teacher

German Saturday School
London
01.2021 - Current
  • Develop and implement comprehensive German language lesson plans tailored specifically for children aged 6 to 8, fostering early language acquisition through interactive and age-appropriate teaching methods.
  • Assess individual learning needs and adjust teaching strategies accordingly.
  • Promote a positive and inclusive learning environment that fosters language proficiency and confidence.

Customer Service Agent

Freddie's Flowers
London
07.2024 - 01.2025
  • Delivered high-volume, multilingual customer support across digital and phone channels, resolving subscription, delivery, and refund queries with efficiency and empathy.
  • Played a key role in enhancing customer satisfaction by providing tailored assistance to German-speaking clients and ensuring cultural alignment in service.
  • Translated the company’s website into German, supporting its expansion into German-speaking markets and improving user experience.
  • Collaborated with logistics and customer experience teams to troubleshoot delivery issues and implement proactive solutions.
  • Maintained accurate records using CRM systems and contributed to internal feedback loops to improve service delivery.

Private Nanny

Khelladi
London
09.2019 - 06.2024
  • Provided attentive and structured care for young children, supporting emotional well-being and daily routines.
  • Created a nurturing, safe, and engaging home environment focused on developmental support.

Education

Master of Business Administration - International Finance and Banking

London Metropolitan University
London
01.2024 - 09.2025

Bachelor of Arts - Translation

London Metropolitan University
London

Skills

  • Fintech collections strategies
  • Subject matter expert in account management
  • KPI tracking: conversion and cash collection
  • Management of early arrears cases
  • Fluent in English, German, Turkish
  • Salesforce, HubSpot, Excel proficiency
  • De-escalation of customer complaints
  • Communication and translation skills
  • Ability to perform under pressure
  • Merchant empathy and patience

Languages

German
Native
Turkish
Native
English
Fluent

Affiliations

Documentary films and storytelling | Walks and coffee with friends | Exploring new cultures through travel | Learning languages | Curious about global finance in everyday life

Timeline

Collection Executive

YouLend
01.2025 - Current

Customer Service Agent

Freddie's Flowers
07.2024 - 01.2025

Master of Business Administration - International Finance and Banking

London Metropolitan University
01.2024 - 09.2025

German Language Teacher

German Saturday School
01.2021 - Current

Private Nanny

Khelladi
09.2019 - 06.2024

Bachelor of Arts - Translation

London Metropolitan University

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Ayse Mutlu