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Call Centre Manager

Location:
Durban, KwaZulu-Natal, South Africa
Posted:
April 30, 2021

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Resume:

EUGENIA URSULA WILLIAMS

Q*** MKHIWANE ROAD Email: adl18j@r.postjobfree.com

UMLAZI

DURBAN Cell: 082-****-***

4066

PERSONAL DETAILS:

GENDER : FEMALE

DATE OF BIRTH : 18 JANUARY 1979

NATIONAL I.D : 790***-****-** 8

MARITAL STATUS : SINGLE

RELIGION : CHRISTIAN

DRIVERS LICENSE : CODE 8 (WITH OWN CAR)

LANGUAGES : ENGLISH AND AFRIKAANS – (FLUENT)

3RD LANGUAGE TSWANA

What I bring to the position is a combination of quality and patient service, integrity, good communication skills, team leadership and attention to detail and I am a fast learner. I work diligently to provide excellent, professional service.

I am confident that my versatile contribution to the company will be an asset.

EDUCATION HISTORY SECONDARY SCHOOL

SCHOOL ATTENDED: CORRONATIONVILLE HIGH SECONDARY (1999) JOHANNESBURG

ACADEMIC QUALIFICATIONS

COLLEGE: IT INTELLECT (JOHANNESBURG)

NATIONAL CERTIFICATE: INFORMATION

TECHNOLOGY: SYSTEMS SUPPORT NQF LEVEL 5

EMPLOYMENT EXPERIENCES AND SKILLS OBTAINED

COMPANY : iBurst (INTERNET SERVICE PROVIDER JOHANNESBURG)

POSITION HELD : IT CALL CENTRE

ASSISTING CLIENTS ON SETTING UP THEIR iBurst INTERNET CONNECTION, TROUBLESHOOTING SETTING UP THEIR EMAIL ADDRESS, RESPONSIBLE FOR THE WEEKLY AND DAILY STATS OF CALL CENTRE DEPARTMENT, ENSURE TICKETS LOGGED BY THE CALL CENTRE AGENTS HAVE BEEN RESOLVED AND CLOSED.

DURATION: JULY 2005 - SEPTEMBER 2006 (TEMP)

COMPANY : iBurst INTERNET SERVICE PROVIDER

POSITION HELD : CREDIT VETTER MIGRATION OFFICER

EVALUATE CUSTOMER CREDIT WORTHINESS, VETTING APPLICATIONS USING ITC

PROCESS NEW ACCOUNT APPLICATIONS, MIGRATIONS CLERK ACTION DOWNGRADE OR UPGRADE CLIENTS PACKAGES ON CLIENTS REQUEST, ASSISTING ACCOUNTS CALL CENTRE DEPARTMENT DUE TO OVERFLOW OF CALLS, ASSISTING CLIENTS RESOLVING THEIR QUERIES ON THEIR ACCOUNTS, LOG TICKETS INCASE FURTHER INVESTIGATION NEEDED ON CLIENTS ACCOUNT, DEACTIVATING ACCOUNTS THAT’S IN ARREARS.

DURATION: OCTOBER 2006 – SEPTEMBER 2007

COMPANY : iBurst (INTERNET SERVICE PROVIDER)

POSITION HELD : HARDWARE AND CORPORATE CREDIT CONTROLLER

MANAGED RESELLERS ACCOUNTS AND SERVICE PROVIDERS CORPORATE ACCOUNTS, COLLECT MONEY DUE ON CLIENTS ACCOUNTS, SENDING REMINDERS FOR PAYMENTS, PROCESSING CREDIT NOTES, RECONCILE ACCOUNTS,ENSURE THAT PAYMENTS ARE RECEIVED AND ALLOCATED, BALANCE OF ACCOUNTS, EMAIL STATEMENTS AND INVOICES, RESOLVING QUERIES, ORDERING STATIONERY AND MANAGING THEM FOR CREDIT AND RISK DEPARTMENT.

DURATION: OCTOBER 2008 –MARCH 2010

COMPANY : iBurst (INTERNET SERVICE PROVIDER)

POSITION HELD : COMMISSION ADMINISTRATOR

EMAIL COMMISSION REPORTS, CONNECTION BONUS, PREPAID AND UNPAID REPORTS, ENSURE THAT TIERS AND PERCENTAGE ARE ACCORDINGLY AS PER CONTRACT AGREEMENT, ALL AGENTS MUST HAVE A SIGNED AND UPDATED ADDENDUM FOR EACH TECHNOLOGY ON FILE, RESOLVING QUERIES, ENSURE INVOICES ARE SIGNED OFF BY MANAGER AND HEAD OF DEPARTMENT BEFORE SUBMITTING TO FINANCE FOR PAYMENT, INVOICES TO BE SUBMITTED TO FINANCE BEFORE DEADLINE, MAKE SURE THAT EACH RESELLER AND SERVICE PROVIDERS BANK DETAILS ARE ON INVOICES AND IS PAID ACCORDINGLY, PROVIDE MANAGER WITH MONTHLY REPORT AND ACCRUALS, FILE INVOICES,

ENSURE THAT THE CONNECTION BONUS PROCESS ARE UPDATED MONTHLY, LIAISE WITH BILLING, MARKETING AND SYSTEMS WITH PRICING OF HARDWARE, NEW PRODUCTS RESPONSIBLE FOR ALL CONTRACT DOCUMENTATION FROM SALES AND RESELLERS ARE BATCHED NEATLY AND SEND FOR STORAGE, ALL CONTRACTS TO BE RICA COMPLIANT ACCORDING TO COMPANY POLICY, SETTING UP MEETINGS WITH RESELLERS, INITIATE PROCESSES TO BE SIMPLIFIED,

ORDERING STATIONERY AND MANAGING THEM FOR CREDIT AND RISK DEPARTMENT, ORGANISING EVENTS WITHIN THE DEPARTMENT UPON MANAGERS REQUEST, KNOWLEDGE OF THE FOLLOWING SOFTWARE: SAGE, SALESLOGIX AND CACTUS.

DURATION: APRIL 2010 - DECEMBER 2012

TRAVELLED ABROAD USA CHICARGO IN THE YEAR 2013 RETURNED JANUARY 2014 MOVED FROM JOHANNESBURG TO DURBAN

COMPANY : THE UNLIMITED (FRANCHISE DEVELOPMENT PROGRAMME)

POSITION HELD : PROMOTED MYSELF TO A TRAINER

SELLING ACCIDENT CASH BENEFIT POLICY, DEALING WITH CLIENTS DAILY

COLD CALLING AND GETTING LEADS REFERRALS, LEADERSHIP AND PEOPLES

SKILLS, POSITIVE ATTITUDE AND CONFIDENCE, EXCELLENT TELEPHONE SKILLS

BUILDING RELATIONSHIPS WITH CLIENTS.

DURATION: OCTOBER 2014 – 9 APRIL 2015

COMPANY : SEESA - BEE AND PAYTIME DIVISION

POSITION : TELEMARKETER

SETTING UP APPOINTMENTS FOR CONSULTANTS TO CLOSE DEALS, FOLLOWUP WITH CLIENTS, CUSTOMER SERVICE ASSIST AND ADVICE ON QUERIES, MANAGING THE CONSULTANTS DIARY, TIME MANAGEMENT BETWEEN TRAVELLING

AND APPOINTMENTS, PLANNING COUNTRY TRIPS.

DURATION: APRIL 2015 – 14 DECEMBER 2018

COMPANY : REHABTRONICS AGILITY PHYSICAL REHABILITATION CENTRE

POSITION : ASSISTANT ADMINISTRATOR

ATTEND TO CALLS TAKING MESSAGES, EMAIL CORRESPONDENCE ATTEND TO QUERIES, CUSTOMER SERVICE, FILLING, SPEEDPOINT PAYMENT TRANSACTIONS, OPEN MEDICAL FILES FOR PATIENTS, DO BENEFIT CHECK FOR PATIENTS WITH VARIOUS MEDICAL AIDS, ATTENDING TO WALK IN CLIENTS AND THERAPISTS, MANAGE AND MONITOR PATIENTS IN HYPERBARIC OXYGEN TANK CHAMBER, GENERATE INVOICES FOR THERAPIST MANUALY, FOLLOWUP ON OUTSTANDING INVOICES. ARRANGE PACKAGE COLLECTION AND DELIVERIES WITH COURIER COMPANIES.

DURATION: 18 DECEMBER 2018 – 06 JANUARY 2020

I am currently home since I was retrenched in January 2020.

REFERENCE:

iBurst (JOHANNESBURG) HENRY DLADLA MANAGER IT CALL CENTRE

CELL : 082-***-****

iBurst (JOHANNESBURG) YANAM NAIDOO SUPERVISOR CORPORATE ACCOUNTS 2009

CELL : 084-****-***

iBurst (JOHANNESBURG) JACKIE SNOOKE MANAGER, CREDIT AND RISK DEPARTMENT

CELL : 079-***-**** / 087-***-****

THE UNLIMITED (DURBAN) CHRISTY PRATT (OWNER)

CELL : 079-***-****

SEESA (DURBAN ) MALCOLM ARMITAGE (REGIONAL MANAGER)

CELL : 082-***-****

REHABTRONICS & AGILITY SELENA REDDY

PHYSICAL REHABILITATION 084-***-****

CENTRE



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