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Manager Customer Service

Location:
Johannesburg, GP, South Africa
Salary:
R10000
Posted:
February 05, 2018

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Resume:

CURRICULUM VITAE

OF

MOLEBOHENG ROSELINA MABOTE

PERSONAL DETAILS:

Date of birth : 05 August 1985

ID number : 850**********

Gender : Female

Health : Very good

Nationality : South African

Language : Southern Sesotho

Criminal record : None

Drivers License : Code 10

CONTACT DETAILS

Residential address : 15301 Extension 8B

Orangefarm

1841

Contact number : 063-***-**** or 081-***-****

Email address : ac4cif@r.postjobfree.com

EDUCATIONAL HISTORY

High school attended : Qedilizwe Secondary School

Highest standard : Grade 12

Subjects passed : Sesotho

English

Afrikaans

Mathematics

Biology

Physical Science

Year completed : 2003

OTHER QUALIFICATIONS

Name of institution : Qedilizwe Secondary School

Course attended : Ancillary Health Care

Year obtained : 2005

Name of institution : Wilberforce Community College

Course attended : Computer Practice N3

Year obtained : 2006

Name of institution : Cornerstone College

Course attended : Call Centre

Year obtained : 2007

Name of institution : Jdg Financial Services

Course attended : Business Practice Level 1

Year obtained : 2013

EMPLOYEMENT HISTORY

Employer : Jdg Financial Services

Position held : Team Leader

Duration : March 2016 to August 2017

Duties : Looking after 10 consultants to make ÿ activation target is met

Making sure that daily and weekly target is met. Driving

Productivity to ensure monthly target is met. Pulling hourly stats

On presence supervisor system and also daily productivity to

Monitor the performance. Changing skills on CMS supervisor. Do

Daily browse audits make sure quality assurance is met at all times.

Print and file the copies of action plans, coaching’s, browse

Audits and monthly KPIs. Do month end reports and save them on

Share drive. Call customers and branches to do follow ups on

Queries. Attend all customer queries escalated on SAP SRS and

CRM SAP. Make sure admin team attends their inbox.

Communicate with my senior manager to allocate the accounts for

Admin team. Communicate with the dialler team to allocate new

Accounts. Communicate targets and incentives with the team.

Compile incentives for the team and make sure they are accurate.

Submit them for my manager to send them to hr. Create and

Laminate top performers certificates. Sign off all consultants

Registers to make sure correct time where written on them

Capture daily attendance, day offs and all leaves that needs to be

Captured on HCM SAP. Approve and decline on HCM

SAP. Log calls with help desk for any system issues. Train the team

In order for them to be more knowledgeable and make sure that

Policies and procedures of the company are adhered to. Conduct

Interviews to make sure best people are recruited. Organize events

For the department(Ptp drive, team building etc).

Employer : Jdg Financial Services

Position held : Team Leader

Duration : January 2012 to February 2016

Duties : Looking after 10 consultants to make sure collections target is met.

Driving productivity to ensure monthly target is met. Pulling hourly,

Daily and monthly stats to monitor my teams performance. Coach

The team and create action plans together improve the

Performance. Do browse audits to enhance good customer service

And make sure quality assurance is met at all times. Print and file

Copies of action plans, coaching’s, browse audits and KPIs. Run

Monthly reports. Monitor accounts on CMS supervisor. Change

Skills on CRM supervisor. Log calla with help desk for any system

Issues admin team attends their inbox. Communicate with my

the dialler team to allocate new accounts or do bring backs.

Communicate targets and incentives with the team. Compile

Incentives and make sure they are accurate for my manager to sign

Them off and submit at our Payroll department. Create and

Laminate top performers certificates. Sign off all consultants

Registers to make sure correct time where written on them

Capture daily attendance, day offs and all leaves that needs to be

Captured on HCM SAP. Approve and decline on HCM

SAP. Train my team to be more knowledgeable and make sure

Policies and procedures of the company are adhered to. Conduct

Interviews to make sure best people are recruited. Organize events

For the department(Ptp drive, team building etc).

Employer : Jdg Financial Services

Position : Collection Consultant

Duration : April 2009 to February 2011

Duties : Call customers to negotiate with them to pay their arrears. Sell

Debit orders to customers. Escalates accounts to relevant

Department. Capture details on the system or any changes.

Employer : JD Financial Services

Position : Collection Consultant(Personal loans)

Duration : March 2011 to December 2011

Duties : Call customers to negotiate with them to pay their arrears. Sell

Debit orders to customers. Escalates accounts to relevant

Department. Capture details on the system or any changes.

Calling the branches to get customers documents to check possible

Fraud. Calling branches to mispost payments.

Employer : Mbd Incorporated

Position : Collection Consultant

Duration : June 2007 to April 2009

Duties : Call customers to negotiate with them to pay their overdue

Accounts. Sell debit orders to customers. Answer incoming calls

Update customers details or any changes.

REFERENCES

Name : Thabile Cele

Company name : Jdg Financial Services

Position : Team leader

Contact details : 010-***-**** 0r 083-***-****

Name : Cynthia Mkwanazi

Company name : JD financial Services

Position : Senior Manager

Contact number : 010-***-**** or 072-***-****

Name : Sibahle Zibulwana

Company name : JD financial Services

Position : Senior Manager

Contact number : 010-***-**** or 084-***-****



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