MICHAELLA ARMOOGUM

Assessed credit risk by analyzing financial statements, credit scores, and customer data to determine borrowers' creditworthiness. Reviewed credit reports to identify potential red flags and ensure informed decision-making. Ensured compliance with internal policies and regulatory standards by maintaining accurate documentation of all credit decisions. Actively participated in loan committee meetings, contributing valuable insights to improve lending processes. This role required a strong focus on risk management, attention to detail, and collaboration with cross-functional teams to support sound credit decisions.

Collaborated with teams to develop credit card strategies, prepare reports, and analyze performance using key metrics. I conduct market research, stay updated on industry trends, and identify growth opportunities. Additionally, I mentor a team to ensure high-quality, timely outcomes.

Managed and coached a Contact Centre team, assessed employee performance, and communicated metrics effectively. Oversaw agent schedules, call log statistics, and ensured customer satisfaction through professional support. Actively contributed to process improvements and problem-solving to enhance team performance

Collaborated with team members to achieve targets, developed effective communications, and ensured timely project completion. Delivered professional, high-quality customer service by analyzing and processing requests efficiently, resolving difficult client issues, and mastering various card-related systems and tools. Provided operational support, guided customers on card and payment requests, and prepared reports such as call logs and action logs. Ensured proper procedures were followed, collaborated with counters, and adapted to shifting responsibilities as needed

Monitored debtors' portfolios, managed collections, and maintained strong client relationships by issuing reminders, escalating issues, and meeting with non-performing clients to recover debts. Collaborated with the operations team for claim management, processed payments, and prepared reports to ensure compliance with procedures and improve efficiency.

Handled customer calls to address inquiries, manage reservations, ticketing, and loyalty cards while ensuring satisfaction through professional, high-quality service. Efficiently resolved complaints, managed refunds, and dealt with difficult clients to maintain customer trust and loyalty.