Mark Connolly
Manchester
Summary
Skilled professional with experience in debt collection, customer service and quality assurance. Exceptional interpersonal and problem solving skills. Effectively mediates customer disputes and consistently achieves objectives.
Overview
14
14
years of professional experience
Work History
Collections Quality Assurance
Altus Group
09.2020 - Current
- Evaluating accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors within the Collections & Recoveries Department.
- Drafting reports on quality verification activity outcomes, presenting findings to decision-makers and recommending response efforts.
- Dealing with invoice queries to ensure that clients are satisfied that they are paying the correct fee.
- Assisting with improving processes for the Collections & Recoveries Department, to ensure that pre action protocol is followed before passing invoices to Legal/Litigation Department for recovery.
Collections Executive
Altus Group
11.2017 - 09.2020
- Listened to clients and negotiated solutions that met creditor and debtor needs.
- Monitored customer accounts for payment default and initiated collection efforts.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate on a debt ledger of over £2 million.
- Compiled and analysed data for review by senior management to measure debt ledger performance.
- Negotiated full and final settlements with clients who were close to trading insolvently, to ensure that funds were recovered without the need for Litigation.
Collections & Recovery
CVS Business Rent & Rates Specialists
04.2014 - 11.2017
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Monitored clients accounts for payment defaults and initiated collection efforts.
- Researched billing errors and discrepancies to initiate corrective action.
- Negotiated re-payment plans by identifying causes of payment defaults to assist in recovery of debt and meet realistic timeframes.
Money Management Consultant
ClearDebt Group Limited
01.2013 - 03.2014
- Contacted clients on a daily basis to complete 6 month reviews of their Debt Management Plan.
- Assessed clients finances on their 6 month review, to ensure that they were using the best debt management product available at the time.
- Upsold other available products, for example Individual Voluntary Arrangement and Equity Release.
- Contacted Creditors to agree Full and Final settlements when clients had funds available.
Creditor Liaison
ClearDebt Group Limited
03.2011 - 01.2013
- Contacted Creditors on a daily basis to arrange affordable debt repayment plans for clients.
- Dealt with emails and post from Creditors to ensure clients repayment plans were entered into the system.
- Emailed Creditors for a response in regards to our offer of an affordable debt repayment plan.
Education
Ashton On Mersey High School
Sale, Greater ManchesterSkills
- Customer service
- Query Resolution
- Debt Collection
- Relationship building
- Quality improvements implementation
Timeline
Collections Quality Assurance
Altus Group
09.2020 - Current
Collections Executive
Altus Group
11.2017 - 09.2020
Collections & Recovery
CVS Business Rent & Rates Specialists
04.2014 - 11.2017
Money Management Consultant
ClearDebt Group Limited
01.2013 - 03.2014
Creditor Liaison
ClearDebt Group Limited
03.2011 - 01.2013
Ashton On Mersey High School
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