Dispute Management Coordinator

£24000 / year

About Candidate

Education/Qualification

  • 2022 AAT Level 3 Qualified
  • 2010 BA Hons Business Degree First Class Honours – Manchester Metropolitan University
  • 2006 A Levels achieved in Business Studies, General Studies, Physical Education and Chemistry – Holy Cross Sixth Form College
  • 2004 8 GCSEs achieved at grade A – C including Maths and English – Str Gabriel’s RC High School

Systems used

  • Microsoft Word and Excel
  • SAP / PACS / FSCM / ICAN
  • Visions

Career Summary

Most Recent Employer – Transportation Company

Position – Various Roles

Dates – March 2018 – April 2022

March 2018 – April 2022 Dispute Management Coordinator

  • Handling bespoke and complex disputes for large customer accounts
  • Primary contact for our business partner in relation to disputes raised by web-resellers due to the high volume of disputes and to maintain excellent customer service
  • Responsible for handling aged disputes for high value accounts managed by our debt collection agency
  • Providing expertise and support for our business partner contracted to resolve standard dispute transactions
  • Monitoring disputes recorded with our dedicated same day department on a weekly basis due to the bespoke nature of the services offered and the specific query process

January 2019 – January 2020 Senior Dispute Management Coordinator (Maternity Cover)

  • Responsible for overseeing the day-to-day operations of the department, managing a team of 6 team members
  • Key role in cross functional dispute management groups to resolve root cause of dispute issues
  • Responsible for completing weekly/monthly performance management reports for senior managers and stakeholders
  • Primary contact in terms of expertise and support for our outsourced business partner contracted to resolve standard dispute transactions
  • UK contact for dispute escalations raised by Sales, Operations, Credit Control and Billing
  • Supervising the high value credit note approval process to ensure credits are raised correctly and approved in a timely manner

Previous Employer – Shipping Company

Position – Various Roles

Dates – August 2012 – March 2018

January 2017 – March 2018 Credit Specialist

  • Day to day activities include identifying and collecting payment of due and overdue invoices on small, medium, large, and national accounts
  • Other tasks include resolving issues that may lead to non-payment of invoices by liaising with the Query Department, Sales and Customer Services and processing credit card payments
  • In November 2017 as part of an initiative to recover debt from June and earlier, recovered 68% of the overall balance in a six-week period

August 2012 – December 2016 Invoice Query Clerk

  • Day to day activities included investigating domestic and international invoice queries using bespoke systems, raising credit requests, and liaising with customers and various departments
  • Targeted on investigating and resolving 23 support queries a day, which surpassed on a consistent basis during time in the department
  • Responsible for investigating priority queries as part of an initiative by senior management relating to revenue and late payers
  • In June 2013 completed a super user training course on SAP and was responsible for training colleagues in the department prior to the system being implemented in October 2013
  • Responsible for training new starters and colleagues with domestic query experience, on the international division of the business
  • General Administration/Customer Service tasks include processing customer emails in the department inbox and logging customer disputes on SAP

Position – Corporate Recovery Analyst

Dates – February 2011 – July 2012

  • Responsible for day-to-day tasks on several insolvency cases ranging from company Administrations to Liquidations
  • Daily tasks included dealing with creditor queries, completing statutory duties, dealing with trading operations and producing creditor reports