A professional individual with diverse work experience, underpinned with extensive experience in project management, sales, customer service, problem solving, conflict management, case management, dispute resolution, delivering results and cultivating strong working relationships. As a key contributor who holds strong interpersonal and communication skills with an ability to consult, negotiate and influence decisions demonstrating comprehensive business acumen.
Education And Qualifications
Diploma in Professional Legal Practice (September 12 – March 13)
Bachelor of Law (LLB) (September 07 – December 11)
Glasgow Caledonian University
CII – CF1 – CEMAP with Merit (June 06 – December 06)
ONC Electrical & Electronic Engineering (August 95 – May 97)
ITEC Computer Training College (June 93 – August 93)
Hartbeeps – Consultant (Freelance Role) (February 2012 – present)
I provide direct support to the operations management team for the Master Franchise in Scotland, responsible for establishing and developing a robust business model by developing contracts for Sub-Franchise Agreements, ensuring the successful launch of sub-franchisees within Scotland by maximising efficiencies and control variances to ensure the overall franchise performance is strong.
October 2009 – Present – Glasgow City Council – Debt Recovery Officer
The main aim of my role is to recover debt for the Council and to assess the outstanding debt that is required to be recovered. I make decisions regarding each case and assess the benefit of progressing to Court in conjunction with determining any appropriate diligence. I need to be able to contextualise information and to manage potentially volatile situations via effective negotiation, influencing, interpersonal skills and managing disputes. I also lead on projects, providing the team with information regarding the project management plan along with the aims and objectives of the projects. I manage projects through the planning, designing, development, release of information and implementation stages. I also have an awareness of the importance of cost manageement and the effective management from target to delivery to increase effiencies in recovering debt. I liaise with Client Departments to present information to assist in overseeing the process of collection of debt and ensure the appropriate framework is undertaken and adhered to in line with the aims and objectives of the project.
National Australia Group – Regulated Mortgage Advisor (July 2006 – October 2009)
This role demanded me to be exceptionally organised, demonstrating tenacity, determination, a strong awareness of product knowledge and financial regulations with the ability to identify the opportunity for business acquisition. This role was a platform for demonstrating strong business acumen, sound decision making skills and strong communication. I was responsible for generating sales, supervising administration staff and providing cover in the absence of the Mortgage Manager.
Stone Set – Self Employed (April 2005 – July 2006)
A challenging role that commanded effective planning and organisation due to managing employees and sub contractors combined with responding to sales enquiries. It was imperative that I could display both proactive and reactive approaches to problem solving. A high level of customer service was paramount ensuring that the customer’s expectations were exceeded at all times. This position afforded me the opportunity to further strengthen my negotiation and influencing skills through dealing with customers and suppliers. Although the position required significant levels of self-management, teamwork was also essential for delivering results aligned to business objectives and targets.
HSBC – Quality Assurance Officer / Trainer (July 2001 – March 2005)
I was responsible for training various courses in both technical and soft skills. I successfully designed and implemented a transitional programme for new trainees, which ultimately improved performance, quality of service standards and the ability to identify customer needs. Overall, I delivered increased revenue for the business combined with reduced attrition levels, which resulted in efficiency savings. Due to the success of the training programme it has been implemented through all Customer Service Centres within HSBC. I was seconded to India where I was an integral part of the operational management team establishing the Indian call centre.
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