Customer Service Call Centre
Resume:
MPUMELELO.MAZIBUKO
PROFESSIONAL SUMMARY
Mpumelelo Mazibuko is a goal and driven young woman who is willing and keen in growth within the collections & Customer service industry with vast experience in the career level of debt collections. Always believes that her hands-on experience coupled with the growing knowledge she gained during her years in Debt collection field work prepared her to be able to make a solid contribution in any Legal, Call centre & Call centre leading related fields. With a solid foundation in Collections & Customer care. She is a self-motivated, goal orientated, driven and an individual who believes in lifting and empowering others, through the knowledge she has acquired, and experiences gained overtime.
PERSONAL DETAILS
Contact : 076-***-****
E-mail address : ********************@*****.***
Location : Soweto, Johannesburg
Nationality : South African
EE : African Female
Licence : In progress
CORE COMPETENCIES
•Competent in Microsoft Word, PowerPoint, Excel, Cheetah, TransUnion, CPB, Traceps, Experian, CPB
•Good understanding of applicable standards, and specifications.
•Ability to reflect on one’s own work as well as the wider consequences of financial decisions.
•Business Acumen and interest.
•High levels of accuracy by keeping attention to detail and correctness.
•Always maintain a proactive approach in the working environment for ease in taking ownership and accountability.
•Excellent financial reporting skills
•Customer serving skills.
•Highly motivated, energetic, sound judgement and good reasoning abilities.
•Good interpersonal skills and ability to work under pressure.
•Time management, organizational and planning skills.
•Great team player and can work well independently.
•I have high level of leadership and decision-making skills.
•Excellent verbal and written communication skills.
•Delivering Results and Meeting Consumer & Business Expectations
•Persuading and Influencing
•Excellent knowledge of internal systems & procedures
•Deciding and initiating action
•Adhering to company values
•Delivering results and meeting customer expectations
•Coping with pressure and setbacks
•Analysing
•Adapting and responding to change
•Achieving personal work goals and objectives
EXPERIENCE
Legal Call Centre Agent Transaction Capital Recoveries (Munnik Basson Dagama Inc) February 2020 – Currently
Job Purpose
To contact debtors in order to collect on accounts which are in default and arrange payments in a professional and effective manner. Furthermore to recover delinquent debt through the use of the in house legal processes in order to bring to effect the relevant application of legal documentation required to collect revenue
Arrange for debt repayment or establish repayment schedules based on debtors' financial situation
Confirm right party contact
Probe and determine reason for non-payment and update the system accordingly
Negotiate payment arrangement with the debtor within set mandates
Educate debtor on legal collections process and result of non-payment
Confirm and/or update debtor’s details, banking details, employee information and repayment method and frequency (weekly, fortnightly or monthly)
Load Promise to Pay (PTP) on system as agreed with debtor
Capture notes on system regarding important information and arrangement with debtor
Summarise and confirm payment arrangement with debtor and reiterate legal collections process
Save the account according to the appropriate metal state
Effective collection on active and disconnected accounts
Effective collection of active debtors and minimizing the rollover of accounts
Advise customers on alternative payment plans,
Ensure client satisfaction by resolving queries quickly, efficiently and in accordance with the relevant procedure
Complete daily productivity reports accurately and timeously
Ensure that monthly targets and deadlines are achieved
Tracing agent & Credit controller Joshua Door Financial Services (JDFS) May 2014 August 2017
•Using tracing tool to track down debtors.
•Rehabilitating accounts and acknowledgement of debt.
•Lay by advisor/collecting
•Collecting on behind lay by goods and advising on monthly payments on lay by accounts
•Approving credit applications enquired online
•Customer service
•Resolution and implementation of query process.
•Monitoring and debiting of necessary fees and disbursements
EDUCATION
Institution : North View High school
Qualification : Matric/ Grade 12, 2012
N/B- Also have a Certificate in Computer and Call centre skills 6.
REFERENCES
Lesley Van Der Merwe - MBD Attorneys
Team Manager
*******@******.**.**
Merchants (BPO) 03 October 2022 to the 03 November 2022 –
POSITION: Billing Department – Customer Care
CORE ACTIVITIES FOR THE ROLE
•Customer Service
•Handling Bill Queries
•Educating customer on how bill is generated, and all charges applied.
•Apply credit were applicable.
•Advise and educate on how to lower their bill.
POSITION: Retentions Department 06 November 2022
CORE ACTIVITIES FOR THE ROLE
•Retaining customers who are unhappy with the services the company is offering.
•Educating them about the services they have already with the company.
•Apply discounts and promotions.
•Update customer details.
•Send out communication and additional information as per the customer’s request.
REFERENCES
Tiyiselani Ngubeni - Merchants (BPO)
Team Leader
Contact this candidate