CURRICULUM VITAE

PERSONAL INFORMATION

Surname: Lerm

First names: Candice Jessica

Address: ** ****** ********

De La Haye

Bellville

Telephone (H): 021-***-****

Mobile: 082-***-****

Email address: adjuja@r.postjobfree.com

ID number: 870-***-**** 089

Date of birth: 16 May 1987

Age: 33

Sex: Female

Nationality: South African citizen

Marital Status: Married

Dependents: 2

Health: Excellent

Criminal record: None

Qualification Grade 12

Drivers License Code 08

EXPERIENCE:

2013 – 2020 Accountability Group (Pty) Ltd

Feb 2013 to present Client Care Team Leader

Managing a team of people / agents

Create a relationship with each and every client

Lead, mentor, motivate and support client care agents as well as the sales agents

Contribute towards assisting in the development and enhancement of new customer acquisition

Direct reporting to Directors

Creating new KPA’s for growing department

Review performance appraisals quarterly

Monitor growth of individual agents and provide guidance to maximize individual outputs

Create cohesion amongst staff for productive environment

Provide coaching and motivation drive high-performance and positive behavior

Create Schedules, monitor and report on schedule adherence

Informing customers of better options/products and the affordability thereof

Meeting company targets

Maintain accurate and timely progress reports

Provide real-time reporting to positively influence department and business decisions

Advanced data and technical support

Products and services support

After Sales support

Resolving account queries

Pacifying irate customers

Provide constructive feedback regarding Quality Assurance Assessments

Filing personal details and progress reports regarding staff and their performance

Sending Pro-forma invoices to clients as and when requested

Sending pro-forma cancellation letters to clients wherein it explains our cancellation terms and conditions

Provide feedback to clients queries in a timely manner

Train new and existing clients on how to utilize our products and services to its full potential (web- based services)

Updating clients personal information on the CRM as and when needed

Maintain a service level of 95%

Resell a product by identifying the client’s needs which will be beneficial to the client

Assistant to Sales Manager

To retain clients who are irate and request cancellation of the contract

Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.

Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction

Employed proven problem-solving techniques to resolve issues quickly and effectively

Managed agendas and calendars, boosting productivity and improving organizational initiatives

Improved information collection and recordkeeping accuracy by creating, updating and managing customer communications

Tracing ID numbers, contact numbers, addresses and company information of debtors on behalf of clients

Assist clients with credit checks

Data capturing of clients details and amending them as and when needed

Contacting and handing over clients who default on payments

Provide feedback to clients queries in a timely manner

Answer inquiries and address, resolve or escalate issues to management personnel to ensure client satisfaction

Received and routed business correspondence to correct department or staff member

Certified Biometrics Officer – Certified to do criminal checks on behalf of our clients on their potential employees

Travel and accommodation bookings

Completed courses: :Client Care

: Emotional Intelligence

: Conflict handling

: Excel Intermediate

: Time and Stress Management

: Public speaking

2012 – 2013 Take the Lead Dance School

Dance Instructor – Full time

Current level: Silver 2

Dance Instructor

2008 – 2011 Dance Domain Brackenfell Branch

Dance Instructor – Full time

Current level: Silver 2

Performing duties as assistant manageress

Western Province champion – Latin dancing in 2010

Western Province champion – Ballroom dancing in 2009

Various 2

nd

& 3

rd

places in other competitions: 2008 – 2011

Helping with the running of the bar: Orders, stock take etc. 2007 Dance Domain Brackenfell Branch

June 2007 to Dec 2007 Dance Instructor – part time

Received training: Bronze 2

Dance instructor

2006 - 2007 Baloo’s Pub & Grill Stikland, Bellville

(Jun 2006 to Dec 2007) Waitress

Waitress & Part-time bar lady

Stock take & ordering

2005 - 2007 Nikita’s Nobel Park, Bellville

(Dec 2005 to Dec 2007) Part-time assistant

Bar lady on Wednesdays, Fridays & Saturdays (2 years)

Stock take, cash-ups etc

2006 CTI Durbanville

(Feb 2006 – Nov 2006) Student

Cti - International Business Diploma

2005 Reno Spur Bellville

(Nov 2005 to Dec 2005) Waitress – full time

Waitress

2001 - 2005 Stellenberg High Durbanville

Scholar

Grade 7 - 12

SUBJECTS: English Primary language HG

Afrikaans Second Language HG

History SG

Art SG

Business Economics SG

Home Economics SG

ADDITIONAL QUALIFICATIONS:

Rugby Referee Level 1(Western Province Union)

INTERESTS

SPORT: Netball

HOBBIES: Hiking, Dancing, Photography and Organizing functions ADDITIONAL INFORMATION

Professional Summary:

Analytical and innovative thinking abilities

Verbal communication skills

Computer literate (Microsoft Office, Excel, CMS, Sugar CRM, Email/Outlook)

I am a dedicated, assertive, meticulous and a diligent worker

Willingness to help others

Fast learner

Energetic, self-motivator, motivational leader

Excellent administration skills

Good numerical skills and able to work well under pressure

Fully conversant in Afrikaans and English

Can take initiative and have the ability to work independently Skills

User interface understanding

Data analysis

Data entry

Team leadership

Conflict resolution

Staff development

Document scanning

Process implementation

Risk management processes and analysis

Extremely organized

Project Management

Self-Motivated

Interpersonal and written communication

Strong verbal communication

REFERENCES

Company: Accountability Group (Pty) Ltd

Contact person: Lindy van der Westhuizen

Position: Line Manager

Address: 29 Bella Rosa Street, Bellville

Telephone Number: 082-***-****

Company: Take the Lead Dance School

Contact person:

Position:

Address:

Telephone Number:

Company: Dance Domain

Contact person: Mark Engelbrecht

Position: Manager/CEO

Address: Shop 14C, Paradys Park, Brackenfell

Telephone Number: 021-***-****

Company: Baloo’s Pub & Grill

Contact person: Mr Lemmer

Position: Owner

Address: Willow Street, Stikland

Telephone Number: 021-***-****

Company: Western Province Rugby Union

Contact person: Ben Theron

Position: Head of referees, Western Province

Address: Newland rugby stadium, Newlands

Telephone Number: 083-***-****

Company: Nikita’s

Contact person: Andre/Heidi (new owners since 2010) Position: Owner

Address: Nobel Park

Telephone Number: 021-***-****

Church: Old Apostolic Church

Contact person: De Waal du Plessis

Position: Priest

Telephone Number: 084-***-****

Contact this candidate