SAMUEL UCHENDU ANYA
Summary
Analytical and results-driven Collection Analyst with over five years of experience in credit services, collections, and financial analysis. Proven ability to optimize debt recovery processes, implement effective payment plans, and build strong customer relationships to reduce delinquencies. Adept at leveraging data-driven insights to enhance collection strategies and maintain compliance with regulatory standards. Committed to achieving business objectives through collaboration, problem-solving, and exceptional communication skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
CREDIT SERVICE ANALYST (COLLECTIONS)
GLOBAL PAYMENTS SOLUTIONS
05.2020 - Current
- Company Overview: Virgin Money
- Recovered over 95% of aged debts by negotiating tailored payment plans with customers, significantly reducing delinquency rates
- Managed insolvency cases by collaborating with practitioners to provide accurate account data and maintain compliance
- Designed and implemented Short-Term Forbearance Plans to assist customers with temporary financial challenges, achieving a 30% increase in successful resolutions
- Conducted credit profile reviews using Experian and Equifax, improving creditworthiness analysis accuracy by 20%
- Streamlined account transfer processes to third-party collectors by updating hardship statuses and maintaining detailed records
- Enhanced reporting accuracy by preparing and analysing data-driven dashboards, leading to a 15% improvement in collections forecasting
- Ensured adherence to FCA and GDPR standards by meticulously documenting customer interactions and payments
- Built strong customer relationships through effective communication, achieving a 90% customer satisfaction rate in resolving service issues
- Virgin Money
CUSTOMER SERVICE REPRESENTATIVE
GLOBAL PAYMENTS SOLUTIONS
01.2020 - 05.2020
- Company Overview: Virgin Money
- Responded to over 100 customer inquiries daily, providing timely solutions for account servicing and product information
- Resolved complex payment and account issues by conducting thorough investigations, resulting in a 95% first-call resolution rate
- Ensured data accuracy by updating customer records in compliance with GDPR standards
- Collaborated with internal departments to expedite resolutions for escalated cases, improving response times by 25%
- Utilized CRM systems to track customer interactions, generating actionable insights to enhance service delivery
- Virgin Money
CUSTOMER SERVICE ADVISOR
TESLA
08.2019 - 01.2020
- Company Overview: Milton Keynes
- Facilitated seamless customer onboarding processes, including purchase advisory and after-sales support
- Managed customer inquiries and complaints with professionalism, improving client retention by 15%
- Supported sales operations by preparing and supervising test drives, contributing to a 10% increase in sales conversions
- Delivered comprehensive product knowledge to customers, enhancing their understanding and satisfaction
- Milton Keynes
Education
Bachelor of Arts - Business Management
THE Open University
Milton Keynes, United KingdomDiploma - Industrial and Labour Relations
Olabisi Onabanjo University
Skills
- Strategic Debt Recovery & Collections
- Credit Analysis & Risk Assessment
- Data Analysis & Reporting (Excel, Tableau)
- Regulatory Compliance (GDPR, AML, FCA)
- Customer Relationship Management
- Financial Reporting & Reconciliation
- Problem-Solving & Decision-Making
- Proficiency in Software: Lotus Notes, TSYS, OnBase, Microsoft Office Suite
Certification
- Project Management Professional (PMP)
- Business Analysis Certification
- Compliance Training Modules (FCA Awareness, GDPR, AML & Economic Sanctions, Vulnerable Customers, Anti-Bribery & Corruption)
- Fire Warden Training
- Information Security Awareness
- Standard of Lending Practice & TCF
Accomplishments
- Awarded 'Top Performer' at Virgin Money for consistently exceeding debt recovery targets in 2023.
- Spearheaded a process improvement initiative that reduced payment processing time by 20%.
- Recognized for exceptional customer service, maintaining a 95% satisfaction score across multiple roles.
Timeline
CREDIT SERVICE ANALYST (COLLECTIONS)
GLOBAL PAYMENTS SOLUTIONS
05.2020 - Current
CUSTOMER SERVICE REPRESENTATIVE
GLOBAL PAYMENTS SOLUTIONS
01.2020 - 05.2020
CUSTOMER SERVICE ADVISOR
TESLA
08.2019 - 01.2020
Diploma - Industrial and Labour Relations
Olabisi Onabanjo University
Bachelor of Arts - Business Management
THE Open University
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