Karen Lydon is a British national who has lived in New Zealand since 1995. She has over 25 years of experience in customer service, management, and debt recovery. Most recently, she worked for IAG New Zealand Limited from 2010 to 2014 as the Team Manager of the Claims Services Debt Recovery Team, where she successfully managed a team and contributed to annual collection targets. Prior to that, she held other roles at IAG such as Senior Debt Recovery Officer and Debt Recovery Officer.

1. Name Karen Lydon
Nationality British
Visa Details Permanent Resident since 1995
Address 40 Coastal Heights, RD3 Silverdale, Auckland 0993
Telephone contact 09 428 5452
E-Mail Address lydon5@icloud.com
Education New Parks Girls School, Leicester, England
O'level Art, Ballet, Biology, English, Maths,
Scripture
Everards Brewery Limited, Leicester, England
British Institute of Inn Keeping
Crafter Trainer Award
Basic Health and Hygiene
Wine and Spirit diploma course
Awards IAG NZ Limited
TED Award - In house
August 2013
Winner of the Coach Of The Year
Glenfield Rovers AFC
September 2014
Davey Trophy - contribution to team management
Interests Arts and Crafts - have completed several ink
paintings and currently experimenting with liquid
masking fluid and watercolours
Volunteering when possible:
- Winter season 2014 with Glenfield Rovers
Football Club. I volunteered to help with a team
of U17 girls. I eventually ran two U17 Girls and
one Premier Womens Reserve team for the
season
- Christmas Box - packing day, 6 December 2014.
This year the aim was to pack 9000 boxes here in
Auckland. These boxes were packed full of goods
donated by many supplies to brighten up
Christmas for thousands of Kiwi families
Systems experience Microsoft Word, Microsoft Excel, Microsoft Power
Point, 7 various in house systems operated
daily within IAG NZ Limited

2. CAREER HISTORY
May 2010 - January 2014 IAG New Zealand Limited, Auckland
IAG is the leading general insurance provider in New Zealand across both
the direct and intermediated channels. Insurance products are sold directly
to customers predominantly under the State and AMI brands, and through
intermediaries (insurance brokers and authorised representatives)
predominantly under the Lumley and NZI brands. Personal lines and
commercial products are also distributed under third party brands by IAG's
corporate partners, including large financial institutions.
Team Manager
• Responsible for the day to day management and development of the Claims
Services Debt Recovery Team
• Successfully managed a team of nine to ensure our team contributed to the
overall National Collection target of 34million during the 2013 financial year
• Drove the recovery function ensuring procedures were followed correctly
• Successfully identified the lack of a training program within the national
team: implemented, planned and executed training modules for new recruits
as well as continual training and coaching developments
• Identified, researched and evaluated potential new relationship opportunities
and made recommendations on strategies for developing these opportunities
to the National Manager, Claims Services Debt Recovery
• Undertook performance and quality management for direct reports ensuring
the successful utilisation of the company performance management system.
Individual under performing, the area of concern was monthly collection and
balance of work, identified where and why not performing. Set expectations
and regularly reviewed with weekly catch ups and discussion around the
following weeks targets. By the end of the financial year 2013, collection had
improved by 40% for this individual
• Forecast resource requirements by monitoring team results on a weekly
basis and adjusting resourcing needs as required
• Operated and reviewed processes, which started in 2011 with over 500
unbanked reparation cheques from Ministry of Justice some dating back to
2009. There was no process in place. Vast amount of cheques scattered
around the country in our offices. It took a huge effort but we started to see a
reduction in unbanked cheques, reduction in profile enquiries and created a
generic email for future enquiries. It resulted in direct credit payments where
possible and $500,000 disbursed to IAG from the unbanked payments
• Streamlined insurer payments: insurers made bulk payments, hard to identify
and receipt individual payments, they usually sit in a suspense account. Multi
claim systems meant insurers were confused. Had conversations with
Finance on how we could improve this. Through discussions a daily email
would be sent to Finance and a copy to Debt Recovery. This made it easier
to identify bulk payments and as a result 4 insurers implemented this
process. Identification of payments more efficient, receipting more timely.
Clear up rate of the suspense account was timelier and the recovery staff
had less waiting time for payments especially as their focus was 'dollars in
the door'
• Supported the business in transition to the new operating structure as
Transition Team Lead which ensured that key objectives were achieved and
any appropriate transition arrangements were in place prior to the end of the
transition period on 31 January 2014
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3. September 2009 - May 2010 IAG New Zealand Limited, Auckland
Senior Debt Recovery Officer
• Provided a hands on support and guidance to Debt Recovery staff and
assisting them with their development plans
• Provided leadership and management of the Debt Recovery team in the
absence of the Team Manager
• Responsible for case managing and negotiating the recovery of all claims
debt for all brands within IAG NZ Ltd
• Handled more significant and complex cases which could involve liaising
with Police, solicitors, court staff, judges and mediators as required
• Understood the claims settlement philosophy, practices and products of
each brand in order to be able to successfully validate and negotiate
recovery to a standard acceptable in court
June 2000 - September 2009 IAG New Zealand Limited, Auckland
Debt Recovery Officer
• Case managed recovery of all claims debt across all brands within IAG NZ
Ltd
• Identified,validated and established the debtor and level of debt owed by
contacting them by phone, exploring and arranging various repayment
options
• Identified the degree of negligence by reviewing the contributing factors to
the cause of loss and the degree of liability from each party to the claim
• Negotiated and liaised with other insurers
• Attended court hearings: Disputes Tribunal, Tenancy Tribunal, Order of
Examination hearings, Dispute Tribunal Appeals
• Proactively contributed to improve the image and outcomes of the company
by providing excellent customer service whilst looking at the development of
systems and processes that enabled the levels of customer service to be
improved
June 1999 - May 2000 IAG New Zealand Limited, Auckland
Customer Service officer
• Frontline customer service counter, processing insurance policy enquiries,
claims, payment enquiries, processing new policies, administration, cash
payments
1996 - June 1999 Multi Serve Education Trust
A provider for over 20 years of school transport services
Transport Office Supervisor
• Planned and organised school transport for special needs children by way of
daily taxi or taxi van transportation to and from school
• Outlined and established the boundaries of the planned school bus routes to
ensure all eligible pupils were entitled to free bus transport to and from
school within the Ministry of Education Board guidelines
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4. • Monitored and ensured all tenders for the bus contracts were carried out
lawfully and met regularly with the bus contractors
• Attended and delivered school governor board meetings on a regular basis
to report on costs and running of the service for their own school
• Developed and implemented the organising and issuing process of bus
passes for those pupils outside the area of the Ministry of Education Board
guidelines for free transport
• Reported on a monthly basis to the Ministry on all bus routes and special
needs transportation
1992 - April1995 Everards Brewery Limited, Narborough, England
Everards Brewery is very much a family run company with values that
echo that of William Everard – aiming to provide first class quality goods
and services to customers.
They believe in combining innovation and modern technology with the best
of traditional values and practices throughout the business, whether it’s
customer service, brewing, or in their pubs. “Tradition with ambition” as
Chairman Richard Everard says.
Public House Manager
• Successfully completed In House Managers training AMBII - British Institute
of Inn-keeping
• Successfully increased profit and turnover in the first year of managing by
35%
• Successfully completed and gained In House courses
• Staff training
• Daily and weekly cash reconciliation
• Recruitment, selection and interview
• Control bottom line profit and set targets
• Achieved awards for marketing and promotional displays as well as cellar
competition winners
1987 - 1992 NEXT Directory, Gedding Road, Leicester, England
Founded in 1982. A one stop shop. For over 30 years, NEXT has been
one of Britains most popular brands acclaimed for its mastery of classic
contempory styles all combined together by shopping from a mail order
catalogue
Administration Supervisor
• Allocated, supervised and controlled workflows for a team of 25 - 30 staff
• Authorised credit limitation - individual customer accounts
• Successful in identifying and investigating credit fraud by having a sound
knowledge of credit control and debt recovery by utilising real time credit
systems
• Performed staff evaluation and appraisals on a regular basis along with staff
recruitment and training
• Had control of 'queue' telephone system by analysing and utilising the
reports and results by adjusting resources as needed
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5. Skills
• Organised
• Flexible
• Decision maker
• Excellent communication skills
• Allow staff to gain and develop skills to carry out their job effectively
• Enjoy helping people to learn and develop
• Plan ahead and manage time well
• Manage and lead a team to deliver
• Excellent leadership skills
• Negotiating skills
• Ability to coach and give constructive feedback
• Confident presentation skills
• Approachable and honest
• IT competent
• Focused
• Embrace change
• Lead, motivate and mentor
• Motivated and supportive
• Listen
• Operate and review processes, identifying improvements
• Plan and implement the teams strategy achieving planned targets
• Decisive, accountable for actions
• Attention to detail
• Subject matter expert with highest integrity
• Assertive and confident in helping others express their views and develop
their own ideas
• Ability to communicate at all levels showing strong ability of leadership,
guidance
• Drive a professional and efficient experience through customer service
Ruth Colenso
General Manager, Claims
Services, IAG NZ Limited
Level 5, 1 Fanshawe Street,
Auckland 1010
Phone: 09 969 3892
Mobile: 021 439 169
Shane Muller ANZIIF (SNR
Assoc.)
National Manager - Loss
Adjusting, Claims Services,
IAG NZ Limited
Level 5, 1 Fanshawe Street,
Auckland 1010
Phone: 09 969 3511
Mobile: 029 969 3511
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