Debbie Allen
Customer Experience Manager within the Finance industry
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About
An experienced, confident and enthusiastic Customer Experience Manager within the Finance industry looking for career and personal development with a forward thinking, progressive company. With previous grounding in Sales and Marketing, Forbearance and Customer Service who is looking to build on these experiences and develop herself in a new challenging environment.
Experience
Customer Account Manager - Evlo
(2023-09)
- Dealing with Vulnerable customers with a range of vulnerabilities, listening, showing empathy and sympathy and ensuring I help them as much as I can
- Financial difficulties and forbearance and signposting to Charities so they provide a free service to assist the customers
- Setting up payment plans
Collections Agent - Target Group
(2021-08 - 2023-07)
Within this role I am responsible for the following:
- Setting up direct debits / reinstates / overrides
- Raising complaints
- Settlement figures
- Vulnerable customers – flagging / income & expenditure
- Raisings DSRs
- Using Avaya
Customer Experience Manager - Provident Personal Credit
(2017-05 - 2021-06)
Within this role I am responsible for the following:
- Customer Accounts managing them and managing arrears and forbearance
- Sales existing customers and new
- Dealing with vulnerable customers and referring them to free money advice services and the customer care team if needed
- Income and expenditure for customers requiring waivers
- Collecting payments either face to face or over the phone via cash / card
- Marketing to develop a bigger customer base through existing customers and leaflets
- Consistently hitting targets each month averaging at least 120%
- I inherited a customer base with a lot of arrears and turned it around by explaining to the customers the importance of their credit file and helping them manage their affordability, my territory consistently had the least write offs in the Liverpool office
- Keeping up to date with FCA compliance and regulations
Various roles - Various
More than happy to discuss in further detail
