AGL AustraliaBPO Credit & Collections Process & Exception Business Improvement Specialist
Sep. 2004 - Dec. 2017Melbourne, Victoria, AustraliaManaging SLA’s for Offshore deployment Managing credit collectors in the Philippines including 3 months travel per year. Managing back office staff in India. Writing and training company processes and education Offshore deployment and effective delivery of offshore operations. 11 Years of SAP CRM experience, training and implementing changes. Preparing Daily, Weekly and Monthly Reports Key Stakeholder reports, engagement and project development Compliance and regulation monitoring Offshore project delivery. Direct monitoring of a range of exception processing items conducted offshore ensuring compliance to key SLA's including quality and timeliness.
A focus on delivering improved business efficiency and resulting cost reductions through identification and escalation of processes, user/vendor performance and system performance opportunities. Revenue Investigation including, Default Listing Compliance, Fraud investigation, Illegal Usage, Hydro Investigations, Bankruptcy and Liquidations.