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Alice Dunn
E: alicedunn360@hotmail.com
T: 07976869266
PERSONAL PROFILE
Over 10 years CustomerSupport and Recovery experience, with up to date training in Data Protection
Act, Anti-Money Laundering and Treating Customers Fairly and operating within FCA guidelines.
I have built effective relationships with clients and colleagues, and dealing with correspondence
efficiently and confidentiality.
Skills and Strengths
Negotiating reasonable and sustainable repayment plans
Experienced client negotiator
Highly effective communicator in person by telephone and in writing
Developing and monitoring new negotiators
Excellent interpersonal skills able to put people at ease in difficult situations
Handling customer complaints and queries via email and telephone
Data entry and account management
Dealing with all correspondence
Ensuring that all accounts are noted with correct and reliable information
Dollar Financial Corp December 2007 – June 2015
Senior Customer Support Administrator
Supervising a team of 4 negotiators in the Financial Difficulties Department dealing empathetically
with customers from diverse backgrounds with more complex accounts, often including those with
medical, social or mental health difficulties via telephone email and letters within 48 hours reaching a
beneficial outcome.
Responsible for dealing with all correspondence for Customers, Debt Management Companies,
Senior Managements and Complaints.
Responsibilities and Duties
Achieved 100% of customer satisfaction on the telephone
Processing Debit card payments and payment reconciliation
Agreeing Full and Final Settlements on accounts
Dealing with a minimum of 75 customers account queries daily to a reach a satisfactory
resolution for both parties
Scanning paperwork and updating relevant accounts
Dealing with records of conversation, late and back to works forms for staff then passing to
HR Department
Ensured all outgoing post addressed and franked correctly for the business
Inducted new members of staff regarding the responsibilities of our department
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Sorting and recording a minimum of 500 letters and above daily then passing to the
appropriate Managers or Departments Managers or Departments
Collated all daily work and managed information for managers including any backlogs to an
Excel Spreadsheet
Professional Training
Whilst managing 4 negotiators I also completed a 6 month Trainee Team Leader Course learning
aspects of managing larger teams. The training included Induction training for new employees,
Human Resources, liaising and learning from managers on all levels of debt recoveries.
Thames Credit Limited March 2004 – December 2007
Negotiator
Negotiating repayment plans via telephone
Dealing with Client and customer queries
Answering incoming and making outbound calls minimum 75 per day
Requesting refunds and emailing correct paperwork to relevant department
Data Imputing correct notes from all calls
Educated at
Greenwich Park Secondary School, London
References available on request
