Matt Pilgrim

WORK HISTORY

EDUCATION

SKILLS

ABOUT MATT PILGRIM

Contact centre manager with approximately 20 years experience of debt collection (third party collections, debt purchase, legal collections and small to medium enterprise). Excellent people manager with a track record of improving individuals.Specialises is system and project focussed roles helping to implement several major technology initiative\'s throughout my career. Self taught in the aspect of Safe Agile project management.Achievements Summary:As operational lead delivered the successful implementation of the businesses first collections platform (FICO Debt Manager). Post implementation saw this contribute to a £2m per month uplift in collections.Introduced “Agile” working methods into collections creating a more collaborative workspace within the department resulting in a clearer direction and improved productivityRan various trials of digital products within collections including SMS, Email, and payment methods, forming the groundwork for the wider business’ focus on improving and automating the ways which we interact with our customers.Yearly saving of circa £250k for key government client through improved streamlined contact strategy, using improved customer segmentation.Introduction of improved customer website allowing improved online customer interaction.Successful on boarding of an inbound automated payments IVR (interactive voice recording system). Yearly saving in the region of £60k.Has expert knowledge of SAS, Microsoft Office, VBA, SQL, Noble Telephone, Aspect, Avaya, FICO Debt Manager.