1. Leon Bernard
51 Langstrath Road, Clifton,
Nottingham, NG11 8BW.
Telephone: 07854954376
Email: bernardleo.lb@gmail.com
PROFILE:
A competitive, professional and passionate Team Manager with strong communication skills, who utilises
experience and knowledge to lead development through expert coaching and motivating of his agents and
colleagues, consistently ensuring results are delivered through expert understanding of department and
business needs, in line with KPI’s and business models.
CAREER HISTORY:
Dollar Financial November 2008-February 2015
Financial difficulties Team Manager/ Operation and Strategy Management -Debt recovery
Responsible for managing, developing, motivating and coaching a strong team of 28 financial difficulties
team agents, driving and improving performance to exceed all targets. Lead the department through
change management, embedding the culture of Treating Customers Fairly, balancing the needs of our
customers with those of the business in readiness for FCA authorisation.
• Managed and developed team of agents, getting them to understand how to best support
customers who are facing hardship/Vulnerable cases ensuring a high level of customer service
• Creation of dialler campaigns in order to improve efficiency, creating a strategy which improved
department performance,reporting operationally at board level around department performance
• Representative for Dollar financial when attempting to seek authorisation from governing bodies
such as FCA,OFT and Employee representative for consultation period around business
restructure
• Strong intrapersonal skills, with the ability to understand how to form durable working
relationships at all levels through excellent communication.
• Habitual tasks include coaching, performance planning, 1:1’s, focus sessions, team meetings,
department communications, incentives, motivational challenges, call escalations, reporting,
return to works, disciplinaries
• Regular development & coaching of agents carried out in line with identifying individual needs,
using specific coaching models such as GROW and SMART objectives set and performance
management implemented where necessary
• Motivation of agents produced through regular focus sessions and performance reviews,
including education around key drivers of department and overall business needs,able to inspire
and drive individuals and team members to achieve results in line with KPI’s set
• Directly responsible for success of individual teams leading to having the highest performing
team within the department, with numerous separate groups, achieving team target 10 times in the
last 12 months
• Strong intrapersonal skills, with the ability to understand how to form strong working
relationships at all levels through strong communication

2. • Improvement of peers through carrying out observations, expert coaching, mentoring, sharing
best practice, resulting in a stronger management and department performance
• Development of new managers to the business through role model supervision and
communication of new systems and processes
• Team financial targets consistently exceeded through daily, weekly and monthly motivational
incentives and driving performance at all levels including incremental & stretch targets
• Service delivery and company compliance needs monitored through regular side by sides, call
listening, internal audits and customer feedback through the call escalation process.
• Development of department processes through communication with senior management learning
directly from collector and customer experience.
• Clear understanding of FCA requirements, the need to deliver positive customer interactions and
having Treating Customers Fairly principles at the heart of the business culture.
• Experience in change management, how do deliver difficult messages and gain agent buy-in
through positivity and use of communication skills.
Capital One: Jan 2007-November2008
Debt recovery supervisor and back office vendor liaison expert.
Initial core role of front line debt collection, which soon developed into additional responsibilities when
leading the team in the absence of the manager. Furthermore, carried out coaching and motivating new
hires and peers to exceed KPI’s. Promotion to back office team resulted in improving the quality of
Capital Ones front line associates and making sure all processes were followed and all correspondence
was compliant and correctly generated. Enhanced communication with Capital Ones external vendors to
drive down errors, improve quality and compliance to generate a better customer experience.
• Learned key skills and experience in coaching and supervision.
• Instrumental in building the most successfulteam within Capital Ones collection department.
• Ideas and expert coaching of colleagues increased both quality and results.
• Introduced a number of monthly challenges to help motivate and keep colleagues result
focussed.
• Achieved highest end of year rating within team and function after 1 year employment.
• Handpicked ahead of hundreds of associates for role in back office.
• Selected by senior manager as vendor liaison expert, tasked with increasing work quality and
minimising errors of Capital Ones external vendors. Trusted with liaising with senior
management in the UK and abroad
EDUCATION/QUALIFICATIONS:
GNVQ Advanced Business Studies, South Notts College,Nottingham 2001 - Merit
9 GCSEs , Wilford Meadows School Nottingham, taken in June 1999:
English Language (C) English Literature (C)
Mathematics (C) Double Science (C)
Geography (C) French (B)
P.E (A) History (C)
Fully Qualified first aider

3. IT Skills – Microsoft: Word, Excel, PowerPoint, Outlook. References available upon request.