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CURRICULUM VITAE OF GILLIAN ANN PIETERS
PERSONAL DETAILS
NAME : GILLIAN
SURNAME : PIETERS
DATE OF BIRTH : 23 MARCH 1982
IDENTITY NUMBER : 820-***-**** 084
NATIONALITY : SOUTH AFRICAN
MARITAL STATUS : SINGLE
DEPENDANTS : ONE
DRIVERS LICENCE : NONE
HEALTH : EXCELLENT
CONTACT DETAILS : 083-***-**** / 073-***-****
EDUCATION
SECONDARY EDUCATION
LAST SCHOOL ATTENDED : FAIRVALE SECONDARY SCHOOL
LAST STANDARD PASSED : GRADE 11
SUBJECTS PASSED : ENGLISH, AFRIKAANS, BIOLOGY, GEOGRAPHY
FURTHER EDUCATION
INSTITUTION : C.R.SWARTZ
MERIT OBTAINED : GRADE 12 ( MATRIC )
SUBJECTS PASSED : LAW OF CRIMINAL PROCEDURE AND
EVIDENCE, SOUTH AFRICAN CRIMINAL LAW
STATUTE LAW, CRIMINOLOGY
EMPLOYMENT HISTORY
TELESURE INVESTMENT
PERIOD OF EMPLOYMENT : SEPT 2019 – CURRENT
POSITION HELD : CONTACT CENTRE AGENT
MANCOSA COLLEGE
PERIOD OF EMPLOYMENT : 29 JANUARY 2019 – 30 APRIL 2019
POSITION HELD : CONTACT CENTRE AGENT
METROPOLITAN HEALTH GROUP
PERIOD OF EMPLOYMENT : 02 JULY 2012 – 31 DECEMBER 2017
POSITION HELD : CONTACT CENTRE AGENT
JOB DESCRIPTION:
MAINTAIN KPI’S – ( TAKE MINIMUM 75 CALLS PER DAY, ADHERE TO TALK TIME, HOLD TIME AND QUALITY ASSURANCE), MAINTAIN CUSTOMER SERVICE TO MEMBERS, PROVIDERS (DR’S ROOMS, RADIOLOGY, HOSPITALS) BROKERS, ENSURE THAT INDEXED WORK IN PERSONAL QUEUES ARE ADHERED TO BEFORE CLOSE OF BUSINESS EACH DAY, ENSURE THAT POLICIES AND PROCEDURES OF THE SCHEME ARE ADHERED TO, ENSURE THAT QUERIES RESULTING FROM INBOUND CALLS ARE FOLLOWED UP, HANDLING OF QUERIES REGARDING BOTH CLAIMS AND MEMBERSHIP, ENSURING THAT TURN AROUND TIMES FOR QUERIES ARE MET, MAINTAING AND ENSURING THAT MONTHLY SLA’S ARE MET, WORKING CLOSELY WITH ALL DEPARTMENTS IN THE BUSINESS UNIT TO ENSURE THAT CLAIMS ARE PROCESSED CORRECTLY, TIMEOUSLY AND ACCORDING TO THE SCHEME RULES TO ENSURE MEMBER SATISFACTION.
POSITION HELD : CORRESPONDENCE CONSULTANT
JOB DESCRIPTION:
PROVISION OF INFORMATION VIA EMAIL TO CLIENTS PERTAINING TO ALL ASPECTS OF MOMENTUM HEALTH
MEDICAL AID AND COMPLEMENTARY PRODUCTS • RESOLVING ENQUIRIES RECEIVED IN
ENGLISH AND AFRIKAANS • EFFECTIVELY LIAISE WITH DEPARTMENTS TO RESOLVE QUERIES
• PROVIDE FEEDBACK TO MANAGEMENT ON THE COMMON ISSUES OR CONCERNS OF MEMBERS
• TO ENSURE THAT ALL CORRESPONDENCE SENT OUT IS OF THE HIGHEST QUALITY
• CUSTOMER RETENTION • RESOLVING OF COMPLAINTS AND ESCALATIONS FROM CUSTOMERS;
• EXCELLENT WRITTEN AND VERBAL COMMUNICATION SKILLS • EXCELLENT WORKING KNOWLEDGE
OF MMSA SYSTEMS (ORACLE) •
KINGSWAY NETCARE HOSPITAL
PERIOD OF EMPLOYMENT : 15 APRIL 2011 TO SEPTEMBER 2011
POSITION HELD : WARD STOCK CONTROLLER
JOB DESCRIPTION:
CONTROLLING OF STOCK WITHIN THE UNIT, CHECKING OF CHARGE SHEETS TO ENSURE ALL ITEMS USED ARE BILLED, CONTROLLING OF STOCK SHEETS AND EXPIRY DATES OF STOCK, DEVELOP A CLEAR IDENTIFICATION SYSTEM FOR STOCK, HANDLE AND SOLVE ANY PROBLEMS CONCERNING STOCK IN ALL LOCATIONS, PLANNING OF STORES EASY TO RECEIVE, IDENTIFY, STORE AND ISSUING OF STOCK, PLAN SPACE FOR THE EFFICIENT ACCOMMIDATION AND HANDLING OF GOODS, MAINTAIN A GOOD INTERPERSONAL RELATIONSHIP WITH PHARMACY DEPARTMENT, COMPOSING OF PATIENTS FILES OF THEIR STAY IN THE WARD PREPARING FILES FOR BILLING
VAN DE VENTER MOJAPELO INCORPORATED (VVM ATTORNEYS)
PERIOD OF EMPLOYMENT : AUGUST 2010 TO MARCH 2011
POSITION HELD : CALL CENTRE / DEBTORS SUPERVISOR
JOB DESCRIPTION:
HOLDING TEAM MEETINGS (STATS & PERFORMANCE), ATTENDANCE REGISTER (ABSENTEEISM & LATE COMING), SUBMITTING LEAVE FORMS TO MANAGERS, ATTENDING TO EMAILS FROM DEBTORS AND MANAGEMENT, MOTIVATING COLLECTORS AND ASSISTING WITH TEAM TARGETS, COACHING AND TRAINING STAFF (LIVE ASSESMENTS AND FLOOR WALKING), TESTING HUNTLINES DAILY, LISTENING TO STAFF CALL RECORDINGS, QUALITY CHECKING ON CALLS, PROVIDE HOURLY STATS TO MANAGERS, DAILY ONE ON ONE’S WITH TEAM MEMBERS, ENSURE STAFF MEET DAILY TARGETS AND KPI’S
CLUB LEISURE GROUP
PERIOD OF EMPLOYMENT : JULY 2008 TO AUGUST 2010
POSITION HELD : CALL CENTRE / DEBTORS SUPERVISOR
CREDIT CONTROL SUPERVISOR
JOB DESCRIPTION:
MOTIVATE AND LEAD CALL CENTRE TEAM TO DELIVER APPROPRIATE CUSTOMER SERVICE AND FIRSTLINE CREDIT CONTROLLERS, MANAGE A TEAM OF CREDIT CONTROLLERS, ANALYZE CALL CENTRE MEASUREMENTS AND PERFORMANCE METRICS, ENSURE ON GOING TRAINING OF CALL CENTRE STAFF, ADVISE ON THE IMPLEMENTATION OF NEW PRODUCT AND SERVICES IN THE OUTBOUND CALL CENTRE, MAINTAIN THE DATABASE, SUBMIT REPORTS AND HOURLY STATS TO MANAGEMENT, ENSURE SERVICE AGREEMENTS ARE IN PLACE, PROVIDING MONTHLY REPORTS ON CUSTOMER SERVICE, MONITOR ALL ACCOUNTS BELOW MINIMUM BALANCE, ENSURE EFFICIENT QUERY RESOLUTION, PROMOTE GOOD CUSTOMER SERVICE, MONTHLY INDIVIDUAL BONUS RATINGS (IBR’S), LISTENING ON AGENTS CALLS AND COACHING WHERE NEEDED, WEEKLY ONE ON ONE’S WITH STAFF
FAST TRACK SHOPFITTERS
PERIOD OF EMPLOYMENT : MARCH 2008 TO MAY 2008
POSITION HELD : ADMINISTRATOR
JOB DESCRIPTION:
RECEIVED ORDERS AND ATTACH TO DELIVERY NOTES AND INVOICES, CHECK PRICES AND QUANTITIES OF ITEMS, COST CODING, DATA CAPTURE CUSTOMER INFORMATION ONTO DATABASE, FILLING CREDITORS INVOICES AND CHEQUES TO FILLING SYSTEM
LEHMAN TRAMSFORMERS
PERIOD OF EMPLOYMENT : JANUARY 2008 TO MARCH 2008
POSITION HELD : RECEPTIONIST / ADMINISTRATOR
JOB DESCRIPTION:
HANDLING THE SWITCHBOARD OF 5 LINES, RE-DIRECTING CALLS THROUGH TO DIFFERENT DEPARTMENTS, TOOK MESSAGES WHERE NECESSARY, GENERAL FILLING OF DOCUMENTATION. DATA CAPTURING CUSTOMER INFORMATION ONTO THE SYSTEM, FILLING CREDITORS INVOICES
NESTLE SOUTH AFRICA
PERIOD OF EMPLOYMENT : DECEMBER 2006 TO NOVEMBER 2007
POSITION HELD : ACCOUNTS PAYABLE ADMINISTRATER
JOB DESCRIPTION:
FOLLOW UP WITH VENDORS ON OUTSTANDING INVOICES, PROCESSING OF INVOICES, CREDIT NOTES,REJECTED INVOICES,PREPARE PAYMENT LIST PROPOSAL AND SUBMIT FOR REVIEW AND APPROVAL,DISTRIBUTE PAYMENT LIST TO VARIOUS COUNTRIES,LIAISE WITH MASTER DATA SPECIALIST TO ENSURE VENDOR MASTER DATA IS ACCURATE.
VENDOR RELATIONSHIP – ENGAGE WITH VENDORS OF INVOICES REJECTED, THE REASONS THEREOF AND OBTAIN CONFIRMATION OF RECEIPT OF NOTIFICATION, ADDRESS AND RESOLVE QUERIES RAISED BY VENDORS VIA CALL AND QUERY HANDLING SYSTEM.
CONFERO CALL CENTRE SOLUTIONS (U.K)
PERIOD OF EMPLOYMENT : JANUARY 2006 TO OCTOBER 2006
POSITION HELD : TEAM SUPERVISOR
JOB DESCRIPTION:
ACHIEVING AND OVER PERFORMING OF TEAM TARGETS, IMPLACING ACTION PLANS AND TRAINING SESSIONS FOR AGENTS THAT UNDER PERFORM, SUPPLY FEEDBACK TO MANAGEMENT, WEEKLY TEAM MEETINGS, DEALING WITH CUSTOMER QUERIES, ENFORCING TIME MANAGEMENT, COMPILE SICK AND ANNUAL LEAVE, PROVIDE MONTHLY STATS
DAIL-A-PHONE (U.K)
PERIOD OF EMPLOYMENT : AUGUST 2005 TO DECEMBER 2005
POSTION HELD : DEBT COLLECTOR
JOB DESCRIPTION:
DEALT WITH CUSTOMER MOBILE QUERIES, CAPTURE ORDERS ON DATABASE FOR SALES AGENTS, ASSISTED TEAM LEADER WHEN AWAY/LUNCH WITH SUPERVISORY OF 15 AGENTS, AUDITING AGENTS CALL, COMPILLING REPORTS FOR MANAGEMENT
ULTIMATE SECURITY SERVICES (U.K)
PERIOD OF EMPLOYMENT : MARCH 2005 TO AUGUST 2005
POSTION HELD : FRONT OF HOUSE RECEPTION / P.A
JOB DESCRIPTION:
DEALT WITH INTERNAL AND EXTERNAL CLIENT QUERIES, COMPILED WAGES AND ROSTERS FOR SECURITY OFFICERS, ARRANGED DAY TO DAY APPOINTMENTS FOR BUILDING MANAGER, DEALT WITH THE DAILY RUNNING OF THE RECEPTION AREA, REPORTING TO SITE SUPERVISOR, COMPILLING SICK AND ANNUAL LEAVE ROSTERS
REFERENCES AVAILABLE ON REQUEST
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