Michelle Rooney

• Writing professional correspondence outlining ageing account information.
• Maintaining impeccable records of payments and documentation of transactions.
• Posting journal transactions and cash receipts on sales ledger.
• Progressing legal action for overdue accounts.
• Informing customers of potential legal action and required remediation to avoid escalation.
• Monitoring and responding immediately to messages and phone calls regarding credit control issues.
• Uploading relevant documentation to client portals.
• Escalated serious issues and concerns immediately to supervisor.
• Minimising risk by proactively advising management of active payment issues.
• Contacting customers about overdue payments by phone, letter and email.
• Analysing financial statements to identify client viability and risk.
• Developing and cultivating strong professional relationships across company departments.
• Following up monthly statements with courtesy calls to customers when appropriate.
• Conducting credit checks and monitored credit alerts.
• Handling high volume calls to address customer inquiries and concerns.
• Chasing clients to procure payments in line with agreed terms and conditions.

DPO

• Maintained accurate and detailed compliance records.
• Collaborated with multi-disciplinary staff to instill culture-wide culture of accountability and compliance.
• Reviewed public-facing content to protect company from liability.
• Supported creation of training materials to educate employees on regulations and impact of non-compliance.
• Distributed information leaflets on regulatory compliance to business owners.
• Analysed written reports and statements to verify regulatory compliance.
• Developed policies and systems to ensure business successfully achieved objectives.
• Ensured company policies were implemented and adhered to.
• Prepared reports and documentation after business inspections.
• Contributed to company-wide consistency between different departments and sites.
• Escalated areas of concern through appropriate internal or external channels.
• Respond to information requests from organisations and members of public.
• Reported on compliance performance to senior management.
• Investigated suspicious, irregular or non-regulatory compliant activities.
• Protected against fines and reputational damage caused by potential non-compliance.
• Conducted intensive audits and risk assessments to identify and minimise non-compliance.
• Monitored and reported on industry compliance with relevant legislation.
• Found regulatory breaches and provided firms with constructive guidance.
• Recorded and actioned findings of internal investigations in line with proper procedure.
• Overhauled existing compliance controls to enhance risk mitigation.

Research Officer

• Reviewed research proposals and evaluated feasibility to determine action.
• Planned research activities to develop new processes.
• Utilised statistical software for data analysis and interpretation.
• Oversaw daily activities and special projects for research into areas including working conditions for PSNI Officers, Menopause in the workplace and the use of Spit and Bite Guards.
• Analysed research data to identify trends and draw meaningful conclusions.
• Conducted research and reported on findings to senior management.
• Managed strategic research projects and communicated findings to stakeholders.
• Engaged in primary data collection through surveys and interviews.
• Collaborated with academic and industry partners on collaborative research.
• Coordinated with mentors to progress personal professional development.
• Evaluated research findings to provide key development insight.

• Applied positive customer service approach to increase satisfaction levels.
• Successfully delivered on tasks within tight deadlines.
• Reviewed customer history to recommend appropriate products and services.
• Carried out day-to-day duties accurately and efficiently.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Supported team by demonstrating respect and willingness to help.
• Improved efficiency and productivity by acquiring new skills.
• Delivered tailored assistance to customers with disabilities.
• Forecasted sales trends to plan team resourcing.
• Analysed data and information to identify issues and create tailored solutions.
• Developed appropriate resources to meet needs of diverse audiences.
• Followed company protocols to keep sensitive and financial information secure.
• Remained calm and poised when communicating with difficult clients or in stressful situations.
• Addressed and resolved customer disputes to support favourable collection rates.
• Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
• Maintained records on diary notes and debt status codes to support customer account accuracy.
• Resolved complex collection cases, liaising with debt collection agencies and local courts to foster positive outcome.
• Monitored accounts for compliance with established payment plans and flagged those in violation.
• Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) and PRA guidelines.
• Used critical thinking to break down problems, evaluate solutions and make decisions.