OREFILE PULANE SHIPALANA

800**********

GENDER: FEMALE

NATIONALITY: SOUTH AFRICAN

DRIVERS LICENCE: EB

082-***-****

Email: ado26w@r.postjobfree.com

Introduction:

I know that I have all the necessary skills and motivation to achieve any task set before me and I believe that I can not only prove myself indispensable to your company and I can perform exceptionally well in the required job specifications. I am a very systematic, diligent and above all a very accurate person who thrives on perfection. My easygoing nature allows me to interact with different people at any level and relate to them and their circumstances quiet easily. My personable character and the ability to communicate well with people from diverse backgrounds is one of the main reasons for me to be a good fit for this position. As someone who has exceptional organisational abilities, and a great ability to work in a team environment, I am sure that I qualify well for this position. EXPERIENCE

06 SEPTEMBER 2021 – TO DATE

SENIOR CUSTOMER CARE CONSULTANT, IRON MOUNTAIN SA

Primarily working within the Customer Care Team

Complete understanding of company’s Products/Services to be able to resolve queries effectively

Offering assistance to customers to ensure they find the right product/service

Communicating with customers by email, phone, and face-to-face

Investigating and solving customer problems; some are rather easy, but you will occasionally face a complicated issue

Consult and investigate Customers issues with senior staff when necessary

Creating a new feedback procedure for clients or improving upon the existing model

Meeting with management to discuss possible improvements to the company’s customer service

Weekly review of stats relative to above expectations 07 May 2018 – 13 August 2021

Client Services Specialist, Omega Digital Services

Ensure that all requests are managed against the Service Level Agreement’s and service delivery expectations and requirements are being met.

Communicating between clients and suppliers.

Responsible for escalating and communicating with both clients and technical support staff.

Perform routine clerical tasks within the department as well as generate statistics on request.

Commercial skills (quotations, forecasts, backorders, and orders to be loaded onto an ERP system)

Liaise with Logistics to ensure that the required equipment be delivered to client. 2

Compiling management and commercial reports- Producing accurate ad-hoc reports and statistics on request.

Coordinate, analyse and improve customer service functions to meet company goals.

Meeting with suppliers to discuss turnaround times on repairs and new stock.

Attending client meetings to discuss outstanding issues, quotes, orders, and services.

Monitoring the Customer retention rate and trying pro-active methods to retain clients.

Ensuring that financial targets are met, monitoring our budget vs actual invoicing. 10 June 2014 – 28 May 2015

Legal, Risk & Compliance Advisor

Manage the quality control process within Legal Collections, to identify risks and pproblem areas, to make recommendations, to manage the identified risks and problem areas and to ensure higher efficiency of the Legal Collections Department.

Schedule visits and audit to all third parties on the Legal Collections panel on a national basis Communicate set monthly schedule to management, monitor and manage visit offices of third parties in a professional and ethical manner.

Audit the following:

Legal Process, Processes in general, Risk management, Finances, Implementation of legislation Compliance with governing bodies.

Assess of the following:

Knowledge and skills levels, quality of personnel, IT systems, Sense of urgency and professionalism, Involvement of senior personnel at the office, Infrastructure, Client centricity and Adherence to instructions from the Bank.

Cost Management:

Provide working documents for budget formulation – forecasting, Manage a portion of the monthly cost reports (actual vs. budget). Provide input on alternative strategies to implement in the budget variances. Implementation of identified strategies in terms of cost management. Reporting:

Submit audit report to Senior Manager. Provide guidance and assistance to Managers in respect of the management of their portfolio to enhance performance. Give guidance on legal operational issues and provide input on alternative strategies to implement in the legal collections process.

Relationship Management:

Manage the working relationship with independent contractors in terms of existing SLA’s including:

Attorneys, Tracers and Debt Collectors

Provide information on current strategies being followed in the Collection Process 3

11 October 2011 – 10 June 2014

Corporate Relations Manager, African Bank

Sales:

Selling African Bank Products to different corporates Promoting African Bank products

Ensuring that corporates are aware of new products Interacting with corporates to make sure that products suit their needs Presenting and pitching of new products to corporates Responsible for on boarding of new clients

Negotiating new agreements and terms and conditions of the contract Maintain existing payroll Corporate Relationships: Contact and interact with Corporates (telephonically or visits) on a regular basis to understand operational processes, expected changes and / or problems and provide recommendations to management.

Provide update and feedback to Collections team on changes and or any service that can be provided by the Officers

Facilitate, monitor and resolve of any outstanding matters including amongst other: Motivate change in employer status, i.e. granting of new loans, Negotiate member files Employer related queries including non-performing loans. On site visitation agreement and renegotiate terminated payroll agreements services Establish new payroll Corporate Relationships:

Identify potential Corporates specifically pertaining to payroll agreements Set up appointments and do presentations on product portfolio Facilitate the process of finalising agreement between African Bank and the Corporate. Collections, Arrears Management and query resolution: Initiate and negotiate non-performing loan uploads onto payroll with employer Resolve issues between Corporates and African Bank pertaining to the collection process including:

New loans and delivering of loan agreements to corporate. Verify and maintain payment information from Corporates such as pay dates, payroll upload dates and minimum and maximum days etc. admin fees, Special conditions.

Establish new business

Establish new companies and approach those companies for new business and sign new SLA or new payroll agreements with these companies.

4

10 February 2010 – 11 October 2011

Relationship Management Consultant, African Bank

● Liaise with employers involved in African Bank Collections,

● Employer visits and workshops. Resolution of queries with employers

● Implementation of new EAO’s served on Employers

● Ensure employer’s pay over monies due to African Bank based on the court orders in their possession, and enable African Bank to receipt these monies by providing accurate schedules

● Foster healthy working relationships between African Bank and the Employers

● Department visits, Employer workshops,

● Implement served EAO’s received from the Legal Process team

● Liaise with payroll officer / senior managers at the relevant pay point; obtain confirmation of re-implementation / implementation of the court order

● Ensure monthly payments are receipted from these employers

● Instruct employers to stop deducting when applicable

● Keep record of all matters with your employers, as well as the turnaround times

● Update the African Bank collections system to reflect the correct status

● Ensure matters are dealt with effectively and efficiently, in the shortest time possible

● Provide management with exception reports on a weekly basis, indicating where problems have arisen and provide possible solutions.

03 January 2008 – 10 February 2010

Emoluments Attachments Orders Consultant, African Bank

● Collect and receipt monies received based on a fixed population for EAO deductions

● Ensure that monies are correctly allocated; achieve targets set Capturing of bank statements and the Bank recon

● Follow up on non-performing loans and re-instate EAO

● Maintain the contact details with employers to confirm the first payment to be received to create new employers on the system

● Advice the MIS Administrator to create new employers on the system

● Finalise the EAO implementation on the system by updating relevant details

● Monitor payments where EAO’s were served and implemented but no payment received

● Provide employers with relevant document required to implement EAO

● Processing of refunds

● Ensure that balance on the system correlates to judgment and EAO information

● Manage the working relationship with Employers; assist them with payroll related client queries

● Give input on the operational issues to the Team Leaders with regard to problems that may arise

● Resolve complaints, queries from various stakeholders (internal and external)

● Compile a monthly report concerning all the age analysis for that particular month 26 January 2004 – 31 December 2007

Article Clerk, Pike & Alberts Attorneys

● Administration work

● Assisting one of the Directors the leases of her properties

● Drafting summons, letters of demand, judgments and garnishee orders

● Collecting money from debtors and making sure that they pay their agreed installments every Month, basically, working independently without supervision 5

● Consulting with clients

● Assisting with estates matters, drafting L & D Accounts

● Preparing L & D Accounts for lodgement

● Preparing documents for lodgement and registrations of properties. EDUCATION

FEBRUARY 2011

CUSTOMER RELATIONSHIP MANAGEMENT CERTIFICATE, UNISA Subjects completed Customer Relationship Management Principles Customer Relationship Management: Applied

Strategy

JULY 2014

EXECUTIVE DEVELOPMENT CERTIFICATE, STELLENBOSCH UNIVERSITY Subjects Completed Problem Solving & Decision Making Leadership in the 21st Century & Engagement Strategies Embracing Diversity & Dynamics of Change

Strategy Formulation & Environment of

Business Operations Management

Human Capital

Project Management

JANUARY 2020

BUSINESS ADMINISTRATION SERVICES CERTIFICATE, AMATHUBA HUB Subjects Completed Business Communication

Maths Literacy

Business Administration

Finance for Office Administration

Customer Care

JANUARY 2021

GENERAL MANAGEMENT CERTIFICATE, AMATHUBA HUB

Subjects completed Relationship Management

Diversity and Conflict Management

Human Resources

Financial Management

Practice Management

Change Management

Project Management

SKILLS

● Communication Teamwork

6

● People Management

● Problem Solving

● Interpersonal

● Customer Service

● Debt Collections

● Conflict Resolution

● Presentation Skills

● Queries Resolution

Adaptable / Flexible

Teamwork

● Analytical

● Relationship Management

● Auditing

● Negotiations Skills

● Account Management

● Stakeholder Management

TRAINING COMPLETED:

- National Credit Act Training

- Clients Services Workshop 1

- Client Services Workshop 2

- Client Services Workshop 3

- Client Services Workshop 4

- Suspicious Transaction Training

- Protection of Personal Information Act

- Anti- Money Laundering Policy

- Treating Customers Fairly Training

Legal Compliance Training:

Modules completed: Compliance Issues

- King III

- Current Legislation

- Corporate Failures

- Regulatory Environment

- Soccer and a Regulatory Analogy

- Internal Compliance process

- External Compliance process

7

REFERENCES:

1. Maxine Geneapril

Contracts Administrator (Omega Digital Services)

078-***-**** / 011-***-****

2. Rajesh Ramdin

Senior Legal Manager (African Bank)

Tel (011-***-****

Cell 082-***-****

3. Ellen Pike

Practicing Attorney (Noko Inc)

Cell 082-***-****

Contact this candidate