PERSONAL DETAILS

Surname Amorim

First Names Maria Ines

Date of Birth 26 September 1984

Identity Number 840-***-**** 088

Gender Female

Residential Address 778 Pagel Street

Dorandia

` Pretoria North

Pretoria

0182

Contact Number 073-***-****

Health Excellent

Nationality South African

Marital Status Married

Dependents 1

Home Languages Portuguese

Languages

Speak

Write

Read

English

Good

Good

Good

Portuguese

Good

Good

Good

Afrikaans

Good

Good

Good

Other Languages

Criminal Offence None

Religion Roman Catholic

Driver’s License Code 10

E-mail address adpxms@r.postjobfree.com

EDUCATIONAL QUALIFICATION

SECONDARY EDUCATION

School Attended Dr Viljoen High School

Highest Grade Passed Grade 12 (Matric)

Subjects Passed Afrikaans

English

Business Economics

Biology

Accounting

Typing Skills

TERTIARY QUALIFICATION

Name of Institution Edusa College

Course Attended Microsoft Office

Year 2008

Name of Institution Multichoice Africa

Course Attended Workforce Management

Year 2012

PERSONAL ATTTRIBUTES

Communication Skills – Verbal and Written.

Listening Skills

Team Work

Analytical

Supportive

Team builder/player

Hardworking and committed

Willing to go an extra mile to achieve exceptional results

WORK EXPERIENCE

Name of Company Offtek

Position Held Administration Clerk/Receptionist

Period May 2007 – May 2009

Duty

General Admin

Typing

Faxes

Filling

Invoices

Operating Switchboard

Managing the Director’s diary

Attending correctly to all incoming calls

Taking care of all travelling plans

Data capturing

Name of Company Multichoice Africa

Position Call Centre Inbound Permanent/

Period 05/06/2010 till dated

Duty

Genesys system

Database updating and Information Management

Provide Operational, Technical

Financial support for region

Ensure adherence to best practice

Operations processes and policies

Communication and dissemination

Of information

Provide Churn/ retentions, credit

Control and operational reports

Take appropriate action to retain

Subscribers

Daily management of all subscribers Accounts

Management of bad debt write off/

Recoveries and fraud

Ensure all RFS, escalations, requirement

Bugs are logged and followed up

On weekly basis

Assisting Agent in Country with SMA, MPOS and second of the devices

Assist Equatorial Guinea and Cameroon agent

Administration work of payment allocation on accounts

Advise client on payment need to make for the accounts

Advise clients of due dates of subscription accounts

Provide clients Pro-forma Invoices

Advise client of outstanding balance

Attend to client Liaison emails of any issue client experience.

Respond to Client Liaison queries on emails

Submit client account statements

Manual debit or credit

View financial transaction

Payment reversals

Subscription reversals

Payments captured

Discounts accounts

ANGOLA CLARITY ROLL OUT

Assisting UAT with Angola Clarity Roll out

Testing the environment before the roll out

Supervising the Call Centre in Angola with Clarity on how to interact with the client and make use of the system

Traveled to Angola for successful Clarity Roll out

OUTBOUND CALL CENTRE

Investigate and assist with roll

Out of alternative payments methods

Assist in conducting in country

Readiness for all projects and initiatives

Dealing with client liaison

Survey

Doing outgoing calls in Angola, Mozambique, Namibia

WORKFORCE MANAGEMENT LEVEL 1

Call Centre Terms and Glossary

Call Centre Metrics and calculations

Forecasting

Scheduling

Tracking

Stakeholder Management

DAILY MANAGEMENT REPORT

Report data in Excel Spreadsheet

Report data in Microsoft Word

Pull call drive Management for Incountries

HOBBIES AND INTEREST

Reading

Netbal activities

Analytical

Supportive

Team builder/player

Hardworking and committed

Willing to go an extra mile to achieve exceptional results

REFERENCES

Company Multichoice Africa

Contact Person Ms. Mbuyi Kaumba

Position Held Call Centre Supervisor

Contact Number 082-***-****

Company Multichoice Africa

Contact person Rachel Kaje

Position held Africa business support

Contact Number 071*******

CURRICULUM VITAE

OF

MARIA INES AMORIM

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