Data Capturer Credit Manager
Resume:
TABITHA CHINGAKULE
PHIRI
PROFESSIONAL PROFILE
An accomplished professional with over 18 years working experience, mostly obtained within the telecommunications sector. Well known for my ability to meet, achieve and exceed customer and company objectives.
WORK EXPERIENCE
ESCALATIONS SUPPORT DESK CONSULTANT (VARIOUS ADDITIONAL ROLES)
Cell C
February 2008 - Current
Summary of Roles Held:
Escalations Support Desk Consultant from January 2020 to Current
Trade Partner Agent Consultant from November 2015 to December 2019
Credit Vetting Consultant from February 2008 to November 2015
Key Functions & Responsibilities:
Escalations Support Desk Consultant:
Prioritize and resolve queries within agreed set turnaround times and Service Level Agreement (SLA).
Back Office (Financial policy) implementation and management, covering Mobile, Fixed and Broadband products.
Prepare business letters/emails for formal communication to be sent out to customers when closing.
Maintain a good rapport with customers both internally and externally.
Take complete ownership of all queries received to ensure good quality customer satisfaction.
Analyze and provide a synopsis of the query and take the necessary steps to ensure efficient practical query resolution within set SLA’s has been reached.
Ensure proficient quality assurance on the service rendered to Cell C customers.
Identify opportunities to resolve customer’s query timeously, assessing customer requirements and ensuring that these are met.
Conduct a needs assessment to identify, prioritize and resolve customer’s request in accordance with the company’s business rules to reduce churn.
Writing customer incident reports.
Acting as a catalyst for change and improvement in performance/quality.
Coordinate outreach to distressed customers as warranted.
Develop creative solutions to complex customer problems.
Ensure Customer Satisfaction Survey is done after every Customer Query is finalized.
Interact with management and applying preventative techniques to avoid fraud on Sim swops.
Ensuring that relevant alerts are captured and reported on for suspected fraudsters.
Constantly researching and developing new techniques on fraud prevention.
Conform and adhere to Safety, Health and Environmental legislative requirements.
Report any health and safety concerns/incidents in the workplace to the manager/health and safety representative.
Assist Cell C to establish and maintain a fully compliant Healthy and Safe Work Environment.
Attend the Safety, Health and Environmental workshops as required by management.
Uphold HR policies and procedures.
Trade Partner Agent Consultant:
Processing billing queries and provide credits and debits where necessary.
CONTACT
Berea, 2198 – Gauteng, South Africa
*******@*******.***
EDUCATION
Digital Marketing Professional course
Leads Academy
Current
Marketing Management
I.M.M
1998-2000
(C.I.M) UK Marketing Management
University of Malawi Management Center
1997-1998
Senior Certificate (Matric)
Our Lady of Wisdom Secondary School
1997
Strong Communication Skills (Verbal and Written)
Analytical & Critical Thinking.
Problem Solving & Decision Making
Query & Conflict Resolution
Digital Marketing
Strategic Planning
Time Management
Excellent Interpersonal Skills
Process Improvement
Risk Identification
Credit Vetting
Fraud Identification
Document Preparation
Requirement Identification
Presentation & Report Writing Skills
Good Telephone Etiquette
Team Player
Staff Management & Leadership
Customer Service & Support
Management Support
Stakeholder Engagement
Relationship Building & Maintenance
Crisis Handling
Change Control
Administration & Recordkeeping
Quality Assurance
SKILLS
Attending to network and porting queries.
Cancellations in terms of CPA or normal cancellations.
Credit Vetting Consultant:
Process contracts and risk accessing.
Receive postpaid contracts and load onto the system within turnaround times.
Run credit application through BEAM to obtain a score .
Ensure all information is accurate and liaise with manager if the verdict needs to be overridden.
Detect fraudulent documentation and inform management.
Inform sales consultants channel partners of the outcome of the credit vetting procedure.
Activate approved applications and create accounts for corporate customers.
Handle /escalate customer queries.
Conduct credit checks on bureaus (ITC and Experian).
Supporting stores with various functions like sim swops, upgrades, booking in of handsets and assisting CST callers.
CREDIT VETTING CLERK
Nashua Finance (Quince Asset Rentals)
March 2007 – February 2008
Key Functions & Responsibilities:
Receive applications forms from allocated franchises manually or via Fin sight and ensure that all applications are received, monitored and answered timeously.
Obtain the relevant data through bureaus, which include Information Trust Corporation (ITC), Credit Inform (KI) and AS400.
Thoroughly check approval and legal requirements on all contracts prior to loading and payouts.
Take responsibility for signing off deals up to authorized limit in credit policy.
Take responsibility for collection and balancing of all VAT invoices and Proof of Delivery (POD).
Control and submit month-end payout summary.
Assist with ad-hoc request from Divisional Director-credit to help with Optical Character Recognition (OCR), project work and overflow due to sickness or leave.
Assist quality control department in following up on any outstanding documentation.
DOCUMENT MANAGEMENT AGENT
Vodacom
April 2004 - March 2007
DATA CAPTURER
Document Warehouse
October 2003 - April 2004
FRONTLINE RECEPTIONIST
Automatic Mass Productions
January 2002 - October 2003
REFERENCES
Luke (TPHD and Porting supervisor)
Cell C
Liezel Pienaar (Credit Manager)
Nashua Finance
Denyse Heyerdahl
Vodacom
WORK EXPERIENCE
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