Customer Service Representative

*** ****** ******, ***** ******, Ferndale, Randburg, Johannesburg, 2194

064******* / 076******* *************@*****.***

Letlhogonolo Selolo

Business Skills

1.Debt collection

2.Customer service

3.Tutoring

4.Retentions

5.Escalations

6. MS Office Skills

7. Pastel

8. Working with Disabled people

9. Receptionist /front desk

Work Experience

Customer Service Consultant

February 2018 to February 2019 – (Premium Credit UK Campaign) Aegis South Africa, Sunninghill, Johannesburg

1.Delivering excellent customer service and responding accurately to individual customer service needs.

2.Driving customer experience requirements through CSAT /NPS.

3.Consistently delivering customer focused outcomes to a high standard within agreed time scale, procedures and quality standards.

4.Adhering to change to improve customer experience.

5.Assisting the Operation and Training teams to deliver against the customer experience.

6.Consistently achieve individual and team targets.

7.Adhere to regulatory requirements such as the Financial Conduct Authority and Data protection.

8.Providing excellent customer service in a high call volume environment (130 calls a day).

9.Adhering to compliance regulations as we deal with financial institutions.

10.Making sure that all payments are taken and allocated correctly.

11.Assist customers with early settlements of agreements.

12.Focus on first call resolution

13.Provide help to customers who are vulnerable (financially, disabilities, elderly and mentally).

14.Log and resolve complaint calls when they call through.

15.Maintain accurate records of customer communication and discussions using the internal systems.

16.Assist over 3000 policy and insurance brokers to create and maintain financial agreements with customers

17.Providing customers with accurate and concise information through emails (100 emails per day)

Retentions and Escalation agent(Business department)

September 2016 to January 2018 – Telkom Business (Fixed line) Aegis South Africa, Sunninghill, Johannesburg

1. Retaining Telkom customers by providing alternative solutions

2. Identifying the customers’ needs and bridging the gap between the business and the customer

3. Logging move orders for customers who are wishing to move with their landlines

4. Advising customers about new products and services that we can offer instead of having them cancel

5. Timeous response to complaints

6. Working with various departments to ensure customer satisfaction and first call resolution

7. Handling cases within required time scales

8. Assist customers with high technical systems

Debt collections agent

December 2015 to August 2016 – Vertex Solutions, 56 Jerome Rd, Lynnwood, Pretoria, 0081

1.Using varies techniques and collection strategies to locate the right party in order to negotiate payment arrangement

2.Negotiate payment terms by reviewing account information and/o probing customer in order to better understand objection to payment

3.Overcome stalls and objections, and suggest money source for debt payment

4.Negotiate settlement outside normal guidelines, authorize credit bureau deletions, negotiate payment arrangements over a longer span of time than normal

5.Investigate and resolve complaints regarding incorrect debt collection attempts

• Negotiate payment terms by reviewing account information and/o probing customer in order to better understand

• Overcome stalls and objections, and suggest money source for debt payment

• Negotiate settlement outside normal guidelines, authorize credit bureau deletions, negotiate payment arrangements over a longer span of time than normal

• Investigate and resolve complaints regarding incorrect debt collection attempts

Tutor

January 2015 to November 2015 – Educate for Prosterity, DMP Building, Hammanskraal, Harry Gwala Rd, 0407

1.Teaching grade 10-12 learners (Accounting and Economics)

Call Centre Team Manager

Managing a team of up to 13 individuals in the Vodafone Billing Department.

February 2015 to February 2016 – Webhelp SA, Parktown, Johannesburg

Admin clerk

January 2011 to December 2012 – Odirile center for people with disability, Stand 4467, Unit D, Gauteng, 0407

1.Coordinate office activities and operations to secure efficiency and compliance to policies

2.Admission of children to the centre

3.Setting up meetings, managing agendas/travel arrangements for upper level

4.Recording client complaints

5.Processing application forms for funding

6.Manage phone calls and correspondence(emails, packages)

7.Keep stock of supplies and place orders when necessary

8.Create and update records and database with personnel

Education

1.Degree: Currently studying towards Bcom Accounting Sciences, 2nd year - Unisa

2.Certificate: Financial management, 2010 - Unisa

3.Matric: Prestige College, 2009

References

1. Mr. Abulele Zokwe – Head of Training (PCL) – 073-***-****

2. Mrs. Lebogang Tshwane – Retentions Team Leader (Telkom) – 076-***-****

3. Ms. Bonolo Zulu – Team Leader (Vertex Solutions) – 073-***-****

4. Mr. Kabelo Matshabe – Founder (Educate for Prosperity) – 078-***-****

5. Mrs. Baby Maphosa – Founder (Odirile Disability centre) – 012-***-****

Contact this candidate