JODIE BEDOYA
Director/Trainer/Coach/Speaker
Jodie is a leading credit and debt resolution expert specialising in helping organisations build capability in collections, hardship vulnerability and family violence.
With over 25 years of experience, she is the founder and director of eMatrix, a Melbourne-based training and consulting company established in 2012, and holds the position of non-executive Director of Australian technology and debt resolution provider Credit Clear Limited (ASX: CCR). She was listed in 2024 as one of the Top 100 influencers in the APAC Contact Centre Industry.
Jodie began the company after seeing a gap for practical training and guidance for front-line staff, Team Leaders and Managers in communication and understanding each others’ behaviours.
She is a highly sought-after speaker and thought leader who regularly speaks at industry conferences and workshops both in Australia and overseas.
As a small business owner, a Mum and an amateur boxer, Jodie loves to coach and mentor others, especially women in reaching their potential.
“Absolutely brilliant! She is such a packet of knowledge but is fun to listen to and really knows her topics. eMatrix, best trainers!”
Jennifer Sparks, General Manager, Tasmanian Collection Service.
“Brilliant! The level of engagement she got out of me! I found it super informative, the way Jodie interacts with the crowd, the way she understands her subject and she keeps you engaged throughout the entire talk was brilliant. If you have the opportunity to sit through one of Jodie’s talks, I highly recommend.”
Sam Magee, CEO, Detective Desk.
TOPICS
- The Art of Engaging your customer
- Strategies for best customer outcomes
- The psychology of collections
- Humanising collections – balancing empathy and assertiveness for better conversations
- Customer vulnerability and collections
- Vulnerable customers & resilient staff – at a practical level, what does success look like?
- Leveraging the payment difficulty framework
- The importance of having good training procedures
- Family violence awareness
- Avoid going head to head with your ratepayer
- Identifying and managing customer vulnerability
- Bringing back to human to your customer conversations
- Conversations for the future – you can have your cake and eat it too
- Empathy – learn why empathy is the key ingredient to connecting with your customer and for overcoming objections
- The art of coaching
- The small business owner’s perspective – working with the struggling business owner
- Supporting and empowering women in the workplace
INDUSTRIES & ASSOCIATIONS
- Essential Services Commission
- Australian Institute of Credit Management
- Institute of Mercantile Agents
- Smart Energy
- Auscontact
- AUS & NZ Banking Roundtable
- Australian Collectors and Debt Buyers Association
- Institute of Water Administration
- Council Associations: NSW Revenue Professionals, RMA Vic, WA RP Association, Revenue Professionals SA, QLD: LARMAQ, NZ: ALGRNZ
- Lunch and learn workshop days
- International Women’s Days and Events