Customer Service

Lesego Kopela

Desired Role: [ Based off job title ]

Address: *** ********** ******, ******* ****, Roodepoort, Johannesburg Phone: 081-***-****

Email: ********@****.***

LinkedIn: Connect with me

Experience: +3 years and seeking to grow

Drivers License: Available

Vaccination Status: Vaccinated (Pfizer – 2 Jabs)

Notice Period: 1 month notice

As an experienced Customer Service Specialist and a thought leader with a background in debt and credit collections, I am seeking a new opportunity to utilize my skills and expand my knowledge in a dynamic and challenging environment. I am a creative thinker who is passionate about finding innovative solutions to customer service and collections challenges. Exceptional at providing feedback and recommendations to management on customer service and customer-related issues and opportunities, and participating in training and development programs to continuously improve the company’s performance. Competencies

Constructive Communication Skills Customer Relationship Management Interpersonal Skills Knowledge of financial analysis techniques and tools Problem-Solving Skills Knowledge of relevant laws and regulations Analytical Skills Maintain accurate records and documentation Creative thinking Design and implement effective collection strategies Delegation of tasks and projects Collaborative and independent work Brand development Ability to develop financial models and forecasts Business Analysis Project management

Continuous Improvement Stakeholder management

Career Experience

2023-March - Present / Customer Service Specialist Catch Consultancy

● Monitoring customer feedback and trends to identify opportunities for improvement.

● Participate in the development and implementation of customer service strategies and tactics.

● Utilizing CRM systems and other tools to document customer interactions and follow-up activities.

● Analyze complex data sets to identify trends, patterns, and insights that can inform business decisions.

● Escalate and resolve complex or sensitive customer issues to senior agents or management as needed.

● Providing feedback and recommendations to management on customer service-related issues and opportunities.

● Maintaining up-to-date knowledge of company products, services, and policies to ensure accurate and effective communication with customers.

● Responsible for identifying opportunities to streamline business processes and improve efficiency. Demonstrating my ability to create process maps, identify bottlenecks and inefficiencies, and recommend solutions to optimize workflows.

● Learnings; Customer Relationship Management, Designing and Implementation of customer improvement strategies and cross-functional communications.

● Achievements:

- Top Agent of the month * 3

- Top Agent of the year * 1

- Team Coordinator currently ( 7 months )

2022-May - 2023-Feb / Junior Financial Analyst

Essential Employee Benefits

● Maintained financial databases and systems, ensuring accuracy and completeness of data.

● Assisted in the preparation of financial statements and reports by gathering and analyzing financial data.

● Conducted research and analysis to identify trends and make recommendations to senior analysts and management.

● Stayed up-to-date with industry trends and best practices to continuously improve financial analysis skills and knowledge.

● Achievements: Expanded my experience and knowledge on debt collections, general bookkeeping, effective communications and analyzing company performance as well as systems; Excel, Power BI, Paymatic and Sage. 2020-March - 2022-April / Debtors Clerk & Creditors Clerk Essential Employee Benefits

● Reconciled accounts payable transactions and resolved any discrepancies.

● Coordinated with internal teams to resolve customer issues and ensure timely payments.

● Communicated with customers to resolve payment discrepancies and respond to inquiries.

● Worked collaboratively with other members of the finance team to support business objectives.

● Maintained accurate records of customer accounts, including tracking payments and outstanding balances.

● Prepared and analyzed reports on accounts payable and receivable and provided recommendations to management.

● Achievements: Expanding my experience in the verification and processing of payments, increased credit and debit collections by over 40% and increased constructive communications with cross-functional departments as well as systems; Sage, Accpacc & Paymatic.

2019-Nov - 2020-March / Trace Agent ( Team Lead )

WF360

● Managed team performance and productivity, ensuring quality and efficiency in tracing efforts.

● Utilized a variety of databases, tools, and resources to gather information and develop effective tracing strategies.

● Developed and implemented best practices for campaign and agent management, including training and coaching team members as needed.

● Achievements: Expanding my experience in Columbous, Payroll management, Project management, Customer servicing and effective coaching methods.

Educational Achievements

2018 - 2019 / Diploma in Software Development

Rosebank College

● Core Modules Related to Field of experience: Business Communication, Project Management, Programming, Literacy, Business Management, MS End users computing(skillful). 2017 / National Senior Certificate - Matric

Johannesburg Secondary School

References are provided upon request.

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