1. Seasoned, professional, dedicated Manager
Lesley Wilson
5 Fir Grove Paddington Warrington WA1 3JF
Email: l.wilson1811@hotmail.co.uk
Mobile: 07967 196946
More than 12years’ seniormanagementexperience withinbusinesstobusinessandconsumer
sectorswithin Compliance, CustomerService ,CreditControl ,Claims Management,DebtRecovery,
Transport & Logistics,Telecommunications,Exports&Imports,Finance leasing.
Builtnewbusinessanddepartmentswithinanumberof organisations,19 years’ teamexperience
withan ambitious, driven, innovative teamplayerapproach. The experience Ihave gainedwithin
varioussectorshas enabledme todevise andimplementcostsavingmeasurestoenhance the
businessesfuture andcustomerexperience, deliveringexceptionalstandards whilstbuildingand
influencingexistingandnew relationships.
I am lookingto move intoa role whichutilisesmy extensivemanagement experiencewithina
businesswhichofferscareer progressionandpersonal growthwhereIcan demonstrate mypassion
for working,leadership ,andcreativity whilstprovidingexcellentservicestandardsforthe customer.
Head of Risk &Compliance ManagerJune 2012 – March 2016(Redundancy)
Brunel Franklin PLC
BowdonMcKenzie DebtRecovery &DebtPurchase (200 staff)
 Setup newdepartment
 Managed & developedteamof 14 people
 ReducedBadDebt from28% to 8% within 6monthsof joiningthe company,currently
maintained at5%
 Lead generatorfordebtcollectionbusiness&able tosustainnew clientsforBowdon
Mckenzie
 Day to day runningof creditcontrol & compliance teamwithregularteammeetings,
recruitment,disciplinary,quality auditing, 121 appraisals,coaching, workshopsessions
 Ledgerreviewsandanalysisof accounts receivable ledgerstoidentify overdue balances.
 Tracing highvalue delinquentdebt&workingcloselywithsolicitorstodetermine
appropriate resolution
 Safeguardagainstcompany& environmental riskandreporttoboardany concerns/
suggestionstomitigate risk
 Cash flow forecasting&weekly/monthlyMIreportanalysis
 Handle relationshipswithanassignedportfolioof distressed customers, coveringinsolvency,
litigation,pre litigation,repossession,andshortfallof collectionsacrossall sectorsof the
business
 Responsible forthe completionof the collection&recoveryprocess inordertominimize risk,
preventarrears& ensure timelycollectionof payments i.eletters,text,email
 Early arrears& late arrearscollectionstrategies,processesandproceduresimplementedin
line withregulationandcompanyculture
 Signingoff andmonitoringof write offs
 Recommendprocessimprovementsto ensure the department&businesscontinuesto
innovate inline withthe company’score values
 Improvedstaff performance –Average collections increasedby5 % per personpermonth,
Productivityimprovementsby20% overthe whole unit

2.  Liaise dailywithheadof departmentstoensure continuity,attendregularmeetingsto
establishriskareasandassistinresolvingmatterspartof 3 linesof defence
 Highvolume problemsandinvestigativesolving
 Dispute resolution
 Workingto setdeadlines&targetsinfast pacedenvironment
 Workingknowledgeof “blendedDialler”system,analysingdatatoensure we meetOfcom
regulations - abandonedcallsunder3%,15 secondsminimumdiallingout,CLInum
presented,abandonedcalls 72-hourruling.
 Oversee the team’scollectionof moniesowedbycustomers,actinginaccordance withTCF
culture
 Maintain& develop Relationshipswithkeystakeholdersandexternal networkinggroups
 Drive newbusinessschemesandsource future new businessopportunities
 Setup and trained a “vulnerableteam”of expertsto provide sound advice, signposting
(written&verbal) alongand supportto vulnerable/mental health customers
 Assess&identifypotential risksthatmayhinderthe reputation,security,&financial
prosperityof the business
 Oversee the team’scollectionof moniesowedbycustomers,actinginaccordance withTCF
culture
 Identifyriskandimprovementareasof all customercontact methods- letter,email, text,
ensuringbestpractice and inline withregulation
Compliance Responsibilities-
 Qualitative and quantitativeanalysis,rootcause analysisanddatasharingcompliantly
 To make the company aware of any regulatorydevelopmentswhichmayimpactthe
business
 Conductcompliance monitoringonall company’s productsinline withthe compliance
monitoringplan
 Communicate resultsof compliance monitoringtoseniormembersthrough regular
summaryreports&meetings
 Update & maintainthe company’s compliance operatingproceduresbasedonFCA
regulations
 Identify&escalate riskexposure torisk owners, directors,andclients
 Work closelywith company’s internal and external auditteamsensuring Due diligence,
deliveringstats/KPI’stoensure we have bestinclassmonitoring processes
 Deliveringchange acrossthe whole business andobtainingall staff buyin
 Managing resistance tochange & significantlyinfluencemanagementon2nd
line defence
issuestoensure the firmremainswithindefinedriskappetiteandpolicy
 Balancingcustomersneedswiththe needsof the businesstodeliverbestresults
 Developed Compliance processes inline withMinistryof Justice,Legal ombudsman.
Financial ConductAuthority regulations,Ofcom.
 Implemented&revisedbusinesscontinuityplan, disasterrecovery,Complaintsprocess
 Weeklyconference callswiththe Legal ombudsmanraisingany issues, detailinghow we are
managingrisk& changesmade to bestimprove
 ImplementedCRM& TCF programme tomeasure customerjourneyandleadmanagement
trends, whilstalsotraining&developingstaff onanyregulatoryupdatesorchanges
 Implementednew bonus/Incentivescheme inaccordance toregulationsandguidelines
 AttendedvariousIndustryworkshopsanddeliveredbacktothe business toensure we are
up to date withthe fastchangingenvironmentwe workin
 Practical experience working with FCA regulatory standards, along with MOJ, FOS, ISO,
OFCOM, Legal Ombudsman. Knowledge of SYSC, DISP, CONC, PRIN

3. CustomerService Manager & Risk Manager for UK &EU April 2011 – June 2012
NorbertDentressangleTransport Ltd(3,000 staff)
CustomerService Manager Responsibilities-
 Ensure processesandprocedurescomplywiththe businessSLA andcustomerexperience
 Manage departmental costs,budgetsandensure departmentperformsagainsttargetsand
KPI’s
 Manage disciplinaryissues, recruiting,planworkingrota’s,holidaycover,adhocHR issues
 Sellingbenefitsof newproductandservices,upsellingandaddressing customerqueries
 Followingandrelayingthe companiesvaluesandcompanygoalsforthe team to achieve and
adhere too
 Supportingandeffectivelycommunicatingwithinternalandexternaldepartments
 Maintainproductknowledge , train staff withassistance of Trainingmanager
 Liaise andproactivelymanage the service relationshipof variousgroupsinUK& EU ,
includingexternal andinternalsalesdept,transportteams, Op’sand Admindepartments in
managingcustomers accountsdaily
 Provide timely MIreportsto directors
 Developandowncustomersurveys,turninsightintooperational action
 Support,developandprovidedirectiontocustomerservice agents
 Ownand drive the implementationof continuousimprovementactivitiestoensure
customerdrivenservice providedandmaintained
 Provide excellentleadershipandmanagementtoteamof agentshandlingcomplaintsand
service escalations
 Ensure teamis up skilledandhave adequate knowledge tocompletetheirrole
 Deliverinnovativeandproactive service improvements
 Abilitytoinfluence effectivelyacrossthe businessandworkunderpressure whilstdelivering
on KPI’s
 Abilitytoimplementchange andidentifyopportunities
 Workinginfast paced,highpressured environment,dealingwithhighvolume of callsand
workloads
Risk Manager Responsibilities-
 Coordinatedthe mergerof TDG Transport’sfinance dept
 Companyturnoverin2011 £1.4 billionwhichhadincreasedby8% from the previousyear
 Ledgersize £20million Debt daysreducedfrom53 daysto 41 days
 Team size 9
 Clear& timelyanalysisof financial results, detailingvariances andactionplan
 Identifyandcommunicate businessrisk,Ensure strictbalance sheetintegrity
 Manage the accounts payable process –accurate coding& authorisation
 Ageddebtmanagement&internal auditcontact
 Authorisedcreditlimitsupto£50Millionaftercompletingstrictdue diligence
 Validationof newcommercialpropositionstoensure marginretention
 Authorisedcreditlimitsup to£1m on UK & EU accounts
 Implementedrigorousmonitoring system, producinganalysistrend andalertingriskareasto
the board
 RegularmeetingwithFrench&Polishcolleaguestounderstandthe businessandgapanalysis
areas
 Off sitvisitstonewand existingcustomers includingvisitsabroad- workingcloselywith
variousSalesmanagersinFrance & UK

4.  Met withcustomerand suppliersona weekly/monthlybasis
 Prepare baddebtcases forLitigation
CreditManager June 2010- April 2011
EuropasonicLtd (800 staff)
Took responsibilityforresolvingamajorclientdispute toensure promptpaymentof the valuesof up
to £1.2m. Ensuringclient continuity, whilstadheringtoSLA foreach individual client.
 30 clientswithaledgersize of £1m
 Reduced DSOfrom65 daysto 45
 Bank reconciling
 Fieldvisitstodefaultedcustomers
 Compile ageddebtreportingandbusinessstatsonthe finance operation
 Workedalongside BDMto deliverKPI’sandhitcompanyandteamtargets
LitigationTeam LeaderMarch 2005 – June 2010
Bathgate LeasingLtd (50 staff)
Successfullyimplementedtime managementprocessesandtechniqueswithinthe teamwhich
increasedperformance,motivation,efficiencyandprofit.In manager’s absenceImanagedthe dept
and processedsummons andcourtjudgementsthroughtobailiff stage. Secondmenttounderwriting
and SalesdepartmentwhereIassessbackgroundof clientliaise withspecialiststojudge risk levels,
writingpoliciesandaddingspecificconditions,negotiate terms.
 Implemented&trainedoutdiallersystem
 Dealtwithregulatedandnonregulatedagreements
 Team size 4
 2 ledgerswithdebtsize of £500k
 Compiledaffidavitdocumentstocountycourt
 Liaisedwithsolicitors,debt management, Insolvencypractitioners
 Representingthe companyincourtwhena defence wasmade
 Reducedledgerfrom£500k to £300k within months of joiningthe company
 Re writtenentire letterprocess
LitigationManagerSeptember1997- March 2005
Logic Group SolutionsLtd (300 staff)
I joinedthe companyasCreditcontrollerworkingmywayupwithinthe organisationto Businessto
Business teamleader,whichalsoincludeddebt management. After12monthsprogressedto
LitigationManagerof 10 people.
Education-
 6 GCSE
 Level 3 Diplomain DebtManagementandCustomerService
 Level 5 FoundationDegree inComplianceManagement
 City& GuildsHairdressing&Beauty
Overview – I participatein variousvoluntary duties, assisting theyoung,vulnerableand elderly.I
attend an annualvisit to Francewith underprivileged children and young adults,giving me
enormous pleasureand satisfaction to beableto help ouryoung peoplewhomareless fortunate,
which in turn providesmewith additionaltransferableskillswithin my professionaland personallife.