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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