Call Centre Agent

Curriculum Vitae

for

Miss Sharon Bam

Personal Details

Name : Celiwe Sharon

Surname : Bam

Date of birth : 25 October 1988

Marital Status : Single

Contact Number : 065-***-****

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

Nationality : South African

Physical Address : 78 Mkhoma Street

Naledi Ext 2

Soweto

1868

Physical Health : Excellent

Languages/Speak : Home language - Zulu

English Excellent and can also write

Zulu Excellent and can also write

Xhosa Excellent and can also write

Sotho Can speak only (fairly)

Tswana Can speak only (fairly)

Afrikaans Can understand however cannot speak.

Employment history

Call Centre experience : Yes

Company : DMC (PTY) LTD.

Duration : 5 Years 4 months

Job title : Collections Agent.

Duties : Making calls for debt collection for Acquired/Outsourced. Telephone skills : Excellent

Customer service skills : Excellent

Communication skills : Excellent

Interpersonal skills : Excellent

Computer literate : Yes

Extra duties : Second in charge for my supervisor

Duration : 3 Years

: Agent forum/Outsourced department.

Duration : 6 Months

Achievements : Agent of the month, October 2012

: Outstanding performance for the quarter of Jan-March 2014 Implementation Dept : Trained in the call centre’s Implementation Department. Duration : 1 Year.

Duties : Ensuring that agents’ meet the requirements for compliance.

Listening to calls

Providing findings

Call rating as per PASA regulations

Providing recommendations

Dealing with escalated client issues

Providing feedback on compliance for company divisions Giving weekly feedback on Team Leader Quality Checks folder to my Ops manager on agent compliance.

Random checks on division stats.

Work Status : Performing agent.

Start and end date : 18 July 2011 – 30 November 2016 Call Centre Experience : Norman Bissett & Associates ( NBA ) Position : Collections Agent ( Debt Collection )

Duration : 8 Months

Start and end date : 8 April 2017- 31 January 2018. Cal Centre Experience : TrackNetics

Position : Debt Collections Agent.

Duration : 6 Months

Position : Administrator/Admin Dept.

Start and end date : 12 April 2018- 12 June 2019.

Call Centre Experience : Munnik Basson Dagama Inc. Current Position : Legal Collections Agent

Department : Litigation

Start and end date : 2 September 2019 – to date

Motivation

I am a very self-motivated individual; working in a call centre environment has enabled me to tap into many of my abilities that I probably didn’t even know existed. Debt collection is associated as negative but I look at it in a sense of rehabilitation, a second chance to do things right mainly by getting your ducks in a row and taking the first step to a positive outcome and that’s where call centre agents are able to not just collect but connect with the client and offer them a life changing solution and changing the perception that South Africans have towards debt collection. Basically giving our over indebted South Africans a second chance.

Education Information

Grade 12 : Umtata International School

Subjects passed

English HG

Afrikaans SG

IsiXhosa HG

Geography SG

Biology SG

Upgraded Matric : Kind Davies Educational Centre

English HG

Physical Science SG

Biology SG

Tertiary : UNISA.

Degree : Bachelor’s degree in Social Work-major (psychology ). Duration : 2012 still in progress third lever ( third year) DMC References

Supervisor’s and Operational managers

managers Zizipho Mtshizana : 060-***-****

Lindiswa Mfenqe : 060-***-****

Michelle Naicker : 083-***-****

Hlumelo Maku : 073-***-**** – 043-***-****

Riette Russion : 074-***-**** – 043-***-****

Riette was my Ops Manager.

HR liaison Clarise DeWett : 043-***-**** – 073-***-**** HR officer Lumka Gxabasahe : 073-***-****.

NBA References

Bheki Duma Supervisor : 083-***-****

Sabelo Dludla Supervisor : 064-***-****, 084-***-**** NBA contact details : 011-***-****

TrackNetics References

Company Number : 087-***-****

Katllego Mofokeng : 087-***-****

Romeo Ndlovu : 087-***-****/ 082-***-****

Romeo Ndlovu is my manager currently, however he will be moving to another company starting from the 15th of April 2019

Munnik Basson Dagama Inc References

Company Number : 011-***-****

TM Monray Maree : 064-***-****

OM Given Lefa Letsoalo : 082 741 276

Due to the Covid 19 pandemic we are currently working from home, please contact the mobile numbers provided as we are not operational from the office.

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