Customer Care Contact Details

Curriculum Vitae

of

Dineo Madika

Motivation

I am applying for this position because I believe that this is the kind of role that can start my path to a long-term career goal.. I am very committed and would like to grow.

My experience really sharpened my strong customer care skills and attention to detail. I am highly self-motivated, results driven and hard-working individual who thrives on new challenges and can easily say I am able to perform well in a high pressure environment. I am a very enthusiastic hardworking young woman willing to grow and learn. If granted the opportunity in the position I am applying for I strive to learn and excel.

I am confident that my skills and past working experiences are relevant to the requirements of the position. I can make significant contributions to the continued success of the organization. My resume is attached for your review and I would appreciate the opportunity to discuss with you personally how I can best serve your team.

Thank you for your time and consideration and I look forward to hearing from you.

Personal Details

First Name(s) : Dineo

Surname : Madika

Identity number : 930**********

Race : African

Gender : Female

Contact Details

Physical Address : 224 Ngcobo street

Klipspruit

Soweto

Mobile number : 064-***-****

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

Educational Background

Higher Education : R W Fick S SS ‘10

Qualifications

Highest Grade Passed : Grade 12

Subjects : English first language

Afrikaans

Mathematical Literacy

Accounting

Business Studies

Life Orientation

Economics

Working Experience

Company Name : TransUnion Credit Bureau

Position : Call Centre agent

Duration : 3 years

Reference : Frans Mokhothu

Contact number : 073-***-****

Duties

Booking business report for subscribers (e.g Nedbank)

Dealing with queries and escalations (Commreq)

Provide businesses with information regarding their personal credit reports: who has listed them and outstanding debts

Explain the procedures of the listings and how to get removed on businesses.

Managing the mailbox business queries and Administrating the mailbox

Logging queries to get the listing removed (recession order, consent to recession, paid up letter e.tc)

Logging disputes: on businesses that have been wrongfully listed by the Credit grantor, follow up with the business on the updates and progress of the disputes. (Investigations and Escalations)

Capturing and updating client information

Training new agents on the system.

Dealing with and responding to high volumes of emails

Working Experience

Company Name : 21st Century funerals

Company Name : Receptionist/ Administrator

Duration : 1 Year

Reference : Masechaba Segopa

Duties

Capturing of payments received from clients

Dealing with queries and escalations

Provide clients with information regarding their account (active or lapsed)

Booking of funeral equipment

Managing diaries and appointments

Answering calls and providing packages

Capturing minutes of meetings

Bookkeeping and capturing all expenses and income received for the month

Processing of high volume of product orders.

Processing invoices for all transactions

Checking prices and contracts are up to date.

Working Experience

Company Name : Lifestyle Financial Services

Position : Sales Administrator

Duration : 5 Months

Reference : HR

Duties

Inbound and outbound calls

Assisting clients with their loan applications, on behalf on FNB.

Capturing and updating of clients personal information.

Debt consolidation loans and top up loans ( on behalf on FNB)

Company Name : Lifestyle Financial Services

Position : Quality Assurance Analyst

Duration : 1 year

Reference : Lebogang Seitlhamo (HR)

Contact number : 072*******

Duties

Call monitoring formats and quality standards.

Compiling agent coaching reports.

Ensuring that the agent’s are maintaining company standards and good customer service.

Participate in customer and client listening programs to identify customer needs and expectations. (coaching sessions)

Coordinate and facilitate call calibration sessions for agents.

Provide feedback to call centre team leaders and managers.

Prepare and analyze internal and external quality reports for management staff review.

Develop, recommend and monitor corrective and preventive actions

Training of new agents and help them improve their performance in order to attain higher customer satisfaction

Company Name : National Bargaining Council for the Road Freight & Logistics Industry

Position : Funds Administration Clerk

Duration : Current

Reference : HR

Contact number : 011-***-****

Duties

Checking and capturing applications for Funds received.

Identifying and resolving of anomalies

Capturing and finalising of payments for third party employees.

Resolve employer and employee queries.

Check and process pay-outs for income received to employees.

Timeous processing and calculation of applications for Pro Rata’s, sick leave, holiday, settled cases from arbitrations, refunds to employers and AWOL

Capture all manual applications on the system, allocate to a clerk, print out the application, calculate the pay out, send off for checking, make any necessary changes and then create batches for the supervisor to sign off and load onto the Bank.

Ensure all necessary supporting documentation is attached to applications, e.g. sick note for sick leave

Print out all online applications and perform spot checks, then create batches for the supervisor to sign off and load onto the Bank

Identify and resolve anomalies

Handle all walk in and electronic queries related to pay outs that are allocated to you

Reissuing Rejected payments and posting of Journals for employees, transferring funds

Perform other tasks as and when assigned by the Supervisor.

Computer Application Skills

Microsoft Office (Word, Excel, Power Point, Outlook, SAPP & Internet explorer) - Advanced

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