Marissa Charles

• Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
• Managed quality programs to reduce overdue compliance activities.
• Gathered, organized and evaluated data to make accurate assessments of current operations.
• Developed and implemented internal control tests to verify employee compliance with firm's policies and procedures.
• Prepared training programs to improve compliance at all levels.
• Complete authorship of clients’ quality management system
• Creating, reviewing and updating clients’ quality management system documents
• Designing, drafting and implementing quality system and operational procedures
• Defining user requirement specifications of the client’s database management system
• Report deviations to the management and write deviation notes to the procedures

• Perform data queries using relevant systems (e.g., AccPac; Onyx; Salesforce; Phoenix; GPS; Collections Softcall) to identify applicable information (e.g., contracts; pre-sales information; legal notes; revenue notes)
• Review account information in order to educate external customers regarding outstanding accounts/balances -Gather relevant account information from internal stakeholders (e.g., initiating salesperson; billing person) to gain understanding customer obligations
• Evaluate account information (e.g., number of invoices; date past due; previous payment history; type of product; different contact; billing addresses) to determine payment issues and possible root causes
• Gather/research relevant customer information (e.g., financial situation; press releases; credit report) to identify potential payment issues and financial risks -Demonstrate understanding of relevant external data sources and systems (e.g., Dun & Bradstreet; NASDAQ)
• Demonstrate understanding of relevant software applications (e.g., Excel; Outlook; Access; Word) -Review data from call campaigns to identify successes and next steps
• Identify and record potential bad debts that may require internal reserves -Analyze information from applicable systems (e.g., accounting; credit; invoices; cash receipts) to reconcile accounts
• Evaluate current collections processes and procedures in order to identify opportunities for improvement

• The above role demanded, Optimized quality assurance through Developing evaluation programs,
• Keeping Track of the Industry Trends,
• Call Monitoring, Utilization of technology,
• Training and Coaching to increase agents’ efficiency through behavior modification, enhance quality service to customers and improve close rates.
• Created plans and communicated deadlines to ensure projects were completed on time.

• Worked on Transactional Finance processes like Invoicing/Credits and refunds.
• Ensured to maintain agreed SLA’s and keep the queues in control.
• Worked with relevant stakeholders to maintain the service level goals. Support the collections teams by developing and maintaining positive customer relations when required.
• Offered friendly and efficient service to all customers, handled challenging situations with ease.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.

• Worked for a Call Management Group for the entire region of EMEA (Europe, the Middle East and Africa) the prime responsibility of the Group is to ensure the correct routing of calls after analyzing the nature of the call.
• We support the Sales team in terms of routing the right call to the right business segment.
• We are the first point of contact for customers and act like a bridge between the Customer and the Sales team.

Other responsibilities include:

Handling Escalations, Mentoring Team members, Help the team drive Productivity , Quality, NPS and help them exceed expectations.

• Activities included handing the new hires during their bridge and managed their transition into operations.
• Handled teams in red ensuring their improvement in performance with training and other action plans.
• Duties also included handling customer escalations, preparing and analyzing reports on team performance and other parameters.

Additional Skills:

Effective communication and presentation skills

Analyzing and getting to the root of any issue (from the cradle to the Grave) is an added skill acquired over the years of experience in different job Profiles.

Thinking out of the box.

Great in dealing with Ambiguity Situations.

Significant Achievement and additional projects :

Implemented two Lean projects for OGS

Streamlined and developed process document for EMEA Invoicing and also helped in creating a Share point for the Team – Was awarded the “Idea Storm Award for this activity.

Introduced and implemented successfully The Mentor-Mentee Program in the team-This program increased the Productivity , improved Quality , and also ensured smooth transition of new hires from training to operations through regular monitoring and feedbacks from Mentors in the team.

Introduced the Fish Philosophy in the Team–Fun at Work Theme to ensure people enjoy work and increase productivity through fun at work.

Trained Teams on Effective communication skills, Presentation skills Excel skills etc.

Driving NPS to achieve better Customer experience and Customer Loyalty which in turn will result in profitably and Revenue generation for the Business.