Meet Claire Goode, Director of Service and Operations.
1. What's your background?
I've worked in the credit management profession for almost 20 years now, in variety of operational support roles. Over the years, I have developed a well-rounded skillset focused on driving operational efficiency, for both clients and internally, through statistical analysis, process engineering, and ongoing performance management of internal teams. My work, although primarily internal, has always had a big client focus though, and throughout my career I have had responsibility for ensuring smooth client onboarding and customer service excellence.
2. What is your role at Baker Ing?
Director of Service and Operations. I will be responsible for ensuring client interactions with Baker ing continue to be efficient and exceed expectations by ensuring we are responsive to their needs, available when and how they need to communicate with us, and that our internal processes, systems and technologies are aligned to deliver outstanding client service.
3. What do you bring to the table?
I've spent my entire career in the credit management profession from office junior through to managing whole departments. This has given me the chance to learn every aspect of how the businesses operating within it function, their needs, expectations and their challenges. I think my focus on detail with a big-picture understanding is quite rare, and I hope to use this to help Baker Ing consistently exceed client expectations.
4. What made you want to work for Baker Ing?
Being part of a business from it’s inception was very appealing to me - I feel like I really have a stake in everything Baker Ing do, due to the personal pride I have in what we, as a team, have accomplished thus far. I also come to work each day with a genuine excitement about what we can continue to bring to the profession in the months and years ahead.
Having worked with Sarah, our COO, for the best part of 15 years, and with Lisa, our CEO, for almost 10, this was a prefect fit for me - an exciting and fulfilling venture with a team I believe in, and who believe in me.
5. What do you like about working in credit?
Credit was my first ‘real’ job at age 17. From the first day, I've always enjoyed learning new things about the credit profession and progressing my career within it. Working in credit has also given me an insight into a multitude of industries – it affects every business, all over the world, which I find fascinating. Finally, knowing that my work within our business will help our clients flourish gives me an ongoing sense of achievement.
6. What do you want for Christmas?
To spend time with my family and loved ones.....And maybe receive a new pair of shoes.....or two!
Meet Fabio, our international debt maestro.
1. What's your background?
My life has been filled with international experiences.
I've studied Business Economics in Italy, where I am from originally, and at the University of Malaga, Spain.
Before entering the credit profession, I worked in the tourism sector in Dublin, thanks to a European Commission funding program called Leonardo da Vinci. I lived there for two and half years, where I improved my English, business development and sales skills.
Upon my return to Italy, thanks to my language skills and economic knowledge, I entered the credit collection industry whilst working in an International legal office. As my career developed, I once again moved abroad in 2012, following the call of the wonderful multicultural city, London. Here I had the opportunity to further specialise in international debt recovery, and I met Liz Dotter, who is now Legal Director at Baker Ing. I'm thrilled to be working with her again.
2. What is your role at Baker Ing?
I am International Legal Manager. This means I am responsible for the performance management of our Global Legal Network of Partners. I ensure all international pre-legal and legal accounts are run smoothly, cost-effectively, and that our clients are kept fully informed and well-advised at all times.
3. What do you bring to the table?
I think my greatest contribution is going to be over a decade of focused experience in the field of legal action within debt collections. I have deep knowledge in this area, built over time dealing hands-on with debt collection in all scenarios. I understand the challenges that UK and international legal procedures can present to our clients and the concerns they may have, which can stop them from pursuing their rights and successfully collecting what they are owed.
I also would like to ensure my role contributes to Baker Ing's ethos of outstanding client care. I believe my personal capabilities and approach to work will add to our clients' favourable experience when dealing with the company. I hope to ensure that listening, understanding and tactful negotiation is central to our approach in all cases.
4. What made you want to work for Baker Ing?
I have full confidence in Baker Ing as a company because I know the management team are professional, dedicated people. I have observed Baker Ing deliver results and gain a well-warranted reputation within the profession. I wanted to be associated with a leading example of excellence within my profession.
5. What do you like about working in credit?
I enjoy being the point of contact for clients in helping them recover what they are owed!
6. What do you want for Christmas?
A new pair of sunglasses to wear when I ride my bike on the hills…Or perhaps a new pair of basketball shoes?...I’ll leave it to Santa to decide.