Eliza Guściora

Operational Scope:

• Full responsibility for the process of monitoring overdue balances, debt collection, risk factors and repayment control, ensuring accuracy, completeness and timeliness
• Managed a diverse portfolio of ca 3000 accounts to optimize collection efforts and minimize losses
• Developed and implemented debt collection strategies & processes to improve overall collections efficiency
• Managed KPI's and regular reporting, owning full responsibility for team outcomes, volumes, and delivering comments on results to superiors and stakeholders.
• Established performance metrics for collections team, driving accountability and continuous improvement in recovery efforts
• Optimized and streamlined of collection activities and customer service to improve the efficiency of OTC process
• Collaborated cross-functionally to streamline communication between departments, enhancing exceptional customer service during the collections process.
• Educated, trained and coached in finance processes, troubleshooting and client care for the Network

People Leadership:

• Manage the high-performing Collection Team of 7-8 people building capability, ownership and resilience
• Established performance metrics for collections team, driving accountability and continuous improvement in recovery efforts
• Lead recruitment, onboarding, succession planning, professional growth and talent retention
• Conducted regular 1:1s, Team meetings, feedback sessions and performance reviews
• Acted as Resilience Manager, ensuring Team stability, well-being and engagement
• Defined and monitored Team goals ensuring alignment with business strategy

Compliance and Strategic Contribution:

• Lead compliance activities for the Collections – ensuring policies and procedures are followed
• Implemented improvement and automation initiatives contributing to Business Excellence and Finance transformation
• Owned the escalation management and root cause analysis, including preventive action design
• Delivered ad hoc reports, insights, and analytics requested by Finance leadership
• Provided active support during transitions, onboarding new processes and ensuring stabilization

• Reconciled turnovers and balances with counterparts within the DSV Group
• Executed cashless settlements with internal purchasers and suppliers
• Managed daily collections activities, ensuring timely follow-up on outstanding accounts of foreign customers
• Posted costs according to their source locations as per the assigned decree, monitored their correctness
• Processed payment transactions accurately using industry-standard software systems.
• Coordinated communication with customers to resolve billing discrepancies effectively.
• Maintained detailed records of customer interactions for compliance and reporting to the Group's Board purposes.