1. Resume
PersonalDetails
Name: Mrs. Nora Johnson
Email: management@live.com.au
Courses and Education
HSC Qualified
Associate Member of Australian Institute of Credit Management (MICM)
Courses completed include:
A Systems Approach to Successful Collections and Customer Service (Veda)
Credit Scoring Workshop conducted by Credit Reference Association of Australia
Intermediate level in Microsoft Excel & Word
October 2013- Current
CML Group Ltd (Earlypay, cash flow finance division)
Position Held: Accounts Receivable Officer - Permanent Part Time
Position summary: Liaise with clients and their customers. Provide the best service possible
and attend to debtor queries. The whole AR team was made redundant due to company
restructure arising from a company takeover.
Accountabilities:
 Liaise with clients / customers in collection of overdue accounts
 Reconciliation of accounts
 Assist with debtor queries
 Provide the best customer service possible
 Send out "Final Demand" and "Intention To Sue" letters to delinquent customers
 Place VEDA defaults and produce VEDA Reports as required
 Weekly / monthly reporting
 Reduce DSO of 90+ debtors to 1% from 9%
 Meet KPI's
 Ad-hoc projects as required
Achievements
 Meet KPI’s and targets
 Team player
 Build a good rapport with clients and customers
July 2012 - Sept 2013 Coates Hire

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Position Held: Team Leader- Risk & Recoveries
Position summary: Manage the Customer Service area, customer accounts with credit limits
of $30k or less and the High Risk & Recoveries team. The team consisted of eight members
who reported directly to me. As the High Risk area grew quite considerably a restructure took
place within our Department and it became a separate team entity. My new team consisted of
four members and we purely managed the delinquent accounts for Coates Hire Australia wide
with extensive liaising between external collection agencies, solicitors, Administrators,
Receivers & Managers and Liquidators. Other duties include quarterly staff appraisals and to
ensure Department and personal targets and KPI’s are met by me and my team members.
Accountabilities:
 Monitor existing customer collections in all business operations to ensure credit terms
compliance and identification of potential default risk.
 Internal and external client meetings to resolve issues.
 Train and oversee Collections staff and regional office managers in all aspects of legal
action Policies & Procedures applicable to delinquent customers.
 Liaise with National Credit Manager, collection agencies and legal firms relating to
delinquent debtors.
 Place Veda defaults on delinquent debtors.
 Produce Veda Reports.
 Send out final demand and intention to sue letters.
 Complete legal documents including statutory declaration forms.
Achievements
 Establish and maintaining good relations with internal/external clients and organizational staff
members to ensure a great working relationship.
 Reach KPI targets both individually, as a team & departmental.
 Build and maintain good morale amongst the team
 Manage staff in line with statutory and organizational requirements.
 Achieve great results in obtaining debts owed over 90+ days
October 2007 – July 2012 HLW / LMG
Position Held: National Collections Manager
Position summary: Manage the credit and collection administration for the Group following
guidelines set by the National Credit Manager.
Directly supervise 5 staff. Responsible for the oversight of the Qld and WA Credit Managers,
and other staff performing credit and collection-related functions in all business units. Carry
out supervisory responsibilities in accordance with the organization’s policies and applicable
laws. Responsibilities include interviewing, hiring and training employees; planning, assigning
and directing work; appraising performance; rewarding and disciplining employees; addressing
complaints and resolving problems.
Accountabilities:
 Ensure that all new accounts are opened in accordance with organizational parameters
unless specifically authorized in writing by the National Credit Manager detailing the terms
and conditions under which credit is to be given.
 Ensure that collections are made within the agreed terms and conditions for all accounts,
meeting organizational collection targets.
 Monitor existing customer collections in all business operations to ensure credit terms
compliance and identification of potential default risk.
 Internal and external client meetings to resolve issues.

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 Negotiate overdue amounts into new Payment Plans for existing customers within
organizational guidelines.
 Train and oversee Collections staff in the National Office and in other locations in policies,
procedures and practices relevant to the Credit and Collection function.
 Recommend to National Credit Manager legal action to be taken against defaulting
accounts.
 Manage staff in line with statutory and organizational requirements.
Achievements
 Establish and maintaining good relations with internal/external clients and organizational staff
members to ensure a great working relationship.
 Reach KPI targets both individually and as a team
 Develop Policies and Procedures for the Accounts Receivable Department
December 2004- October 2007 Austral Mercantile Collections
Position Held: Credit Manager
In January 2006 Austral Mercantile Collections Pty Ltd, the company was bought by QBE
Insurance.
 Report directly to Managing Director
 Supervision of staff
 Monthly reporting
 Supervision of major client accounts and delinquent clients with debts over 60 days
 Client liaison including external meetings
 Employment and training of new staff and temporary staff
 Preparation of policy manual and credit procedures
 Consideration and / or approval of credits and write offs
 Adhoc projects as instructed by Managing Director
 Daily banking
 Trust refund payments to clients
 Proof of debt and managing of legal accounts
 Client queries and assistance
Achievements
 Establish and maintaining good relations with internal/external clients and organizational staff
members to ensure a great working relationship.
 Improve and reduce monthly Daily Sales Outstanding (DSO) figures from 13% to 3% in 90+
days.
 Building and maintaining an efficient and effective team focused on customer service.
 Improve morale within Department by introducing social activities and building a” team spirit”
environment.
May 2004 - December 2004 Menlo Worldwide Forwarding

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Position Held: Accounting Supervisor
Menlo Worldwide Forwarding is a freight forwarding and logistics company. It is a global company
reporting to the Regional Finance Department in Singapore. The Accounts Receivable Department
is not centralized and has service centers in Sydney, Melbourne, Adelaide, Brisbane and Perth.
(Acquired by United Parcel Services in November 2004- Position could not be guaranteed)
 Develop and maintain the Accounts Receivable Policy and Procedure manual for Australia.
 Supervision of staff
 Interaction and liaison with other departments
 Invited to attend weekly sales meetings
 Constantly improve and develop safe guard procedures for auditing purposes
 Responsible for the legal ledger
 Review weekly aging reports and report to the Financial Manager, General Manager and
Singapore
 External customer visits when required
 Assess and approve new credit applications
 AD HOC projects as instructed by Singapore
Achievements
 Produced a procedure manual for training purposes.
 Developed improvements to the banking system process by implementing various procedures
and registers. This ensured that all transactions are captured and reconciled back to the bank
statement.
 Mentoring and skill set transfer to new staff members.

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Oct 2002- May 2004 Harper CollinsPublisher
Position Held: Credit Supervisor
Harper Collins Publishers (HCP) is a subsidiary of Newscorp Limited. HCP currently manage
the Credit Control Department of one of its sister companies-Twentieth Century Fox Home
Entertainment.
 Approximate monthly turnover of $15million
 Supervisor of 7 staff members for Twentieth Century Fox Home Entertainment Credit
Control Department
 Managing of legal, special project and export accounts
 Approving, assessing and opening of new customer accounts
 Interviewing and appointing new staff members
 Training of new and existing staff members
 Conducting monthly staff reviews and Credit Meetings
 Resolving client disputes escalated to supervisory level
 Maintaining high staff morale and implementing improvements
 Preparation of monthly reports
 Ledger reviews.
 Conduct staff appraisals
 Client visits.
 Co-ordinate monthly statement procedures
 Written and verbal communication with internal and external members
 Implement and maintain Departmental policies and procedures, KPI’s and targets
 AD HOC projects
Achievements
 Reduce DSO of debtors’ ledger from greater than 90 days to less than 75 days for Major
accounts and 55 days for independent accounts.
 Restructuring of the debtors’ ledger.
 Establishment and maintenance of policies and procedures has resulted in significant business
improvement efficiencies.
 Staff morale was initially very low and turnover quite high. Mentoring and introduction of
monthly credit meetings where open communication was encouraged and afternoon tea
provided both a team and friendlier work environment.
 Encourage relevant courses to help improve and achieve greater staff skills and knowledge.
 Obtained free movie preview DVD’s for every staff member was for example a benefit that
created a more harmonious work environment.
 Train personnel in areas of weakness such as excel spreadsheets and better utilizing their
time. This was achieved mainly by them prioritizing work load and improving organizational
skills.
 Celebrate staff Birthdays and go out to lunch on a regular basis.
 Observance to OH&S policies and Procedures.

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January 2002- Oct 2002 United Parcel Service Pty Ltd
Position Held: Assistant to Credit Manager
United Parcel Service is a global freight and courier company that services all of Australia and
overseas countries.
 Assistant to Credit Manager
 Supervision of two teams consisting of two team leaders, two credit officers and two
credit support officers
 Conduct monthly ledger reviews
 Preparation of AR and cash forecasting reports
 Resolve internal and external problems
 Answer complaint issues sent in by customers
 Work to and achievement of established KPI
 Assist in and preparation of Legal matters
 Preparation of policy manual and credit procedures
 Approval of leave applications and maintain leave records
 Approve changes to customer account details
 Attend management meetings and visit customers when necessary
 Attend to AD HOC management requests from both Australia/Overseas
Achievements
 Achieve set monthly target goals by actively participating in team efforts in the collection of the
outstanding debts.
 Reassessing of bonus scheme to encourage greater target collection.
 Build stronger relations between Sales and Accounts Receivable Department by encouraging
external customer visits with Sales team members and attending Sales meetings.
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