Service Agent Senior Administrator

NTWANANO SHIRINDZA

********.***********@*****.*** Cell: 061-***-**** https://www.linkedin.com/in/ntwanano-shirindza-6685361a9/ PROFESSIONAL PROFILE

Dedicated Customer Interaction Agent motivated to maintain customer satisfaction and contribute to company success. I also possess a few IT certifications, including Comptia A+ Certification and Software Specialist that enable me to have, Ability to operate effectively in the workplace using a number of Windows-based end-user applications. Ability to operate application packages at all levels. Touch-typing. Ability to move around the net with ease. Understanding and manipulation of Windows operating platform. Entry into advanced technical. PROFESSIONAL EXPERIENCE

06/2020 - Current JD GROUP (Pty) Ltd Sandton, South Africa Customer Service Agent

Inbound and Outbound

- Assisting customers to ensure they find the right product/service.

- Deal with customers in a customer centric manner

- Effective self-management and teamwork

- Investigating and solving customer complaint

- Learning about the company’s services and remaining up to date with any changes.

- Logging repair tickets and complaints on SAP CRM

- Dealing with Ecommerce related queries

- Responsible for follow up on delivery related queries

- Tracking Stock availability

Reference: Zanele Theyise Team Leader 011-***-**** / 083-***-****-**/2018 - 06/2020 JD GROUP (Pty) Ltd Sandton, South Africa Senior Administrator

- Maximize collections by accurately verifying payments and preparing schedules for upload and account maintenance

- Adherence to legislation, Debt Review and EAO procedures, processes and company standards

- Deal with customers in a customer centric manner

- Effective self-management and teamwork

- Monthly feedback reports

- Creating statement report on MOBIZ

- Preparing and sending SMS on SMS PORTAL

- Advanced Excel Formulas

Reference: Lionel Evans Manager 072-***-****

11/2015 -08/2018 JD GROUP (Pty) Ltd Braamfontein, South Africa Sales Prospecting Team Lead

- Creating communication channels between sites for effective query handling

- Overseeing a target-driven team of Sales Agents.

- Working to KPI’s and revenue targets as set by the sales manager.

- Monitored calls and completed spot audits

- Trained, managed and developed a strong sales team

- Monthly feedback reports

- Tracking of attendance, leave planning and application on SAP HCM

- Scribing and Initiating Disciplinary enquiries

- Performance management reports and Intervention

Reference: Ntando Fungile Senior Manager 084-***-****-**/2014 - 11/2015 Call Force (Pty) Ltd Sandton, South Africa Collections Agent

- Correspondence in a fast paced goal oriented collections department Motivating and driving energy towards meeting deadlines.

- Perform other assigned tasks and duties necessary to support the Accounts Receivable Department.

- Enlist the efforts of sales and senior management when necessary to accelerate the collection process monthly reports for the team’s (KPI’s and KPA’s).

- CAS and SAP System Operations.

Reference: Fortunate Mhlaba Team Leader 071-***-****-**/2013 - 06/2013 Nimble Group (Pty) Ltd Sandton, South Africa External Debt Collector

- Track down people who owe money from overdue bills and negotiate payment.

- Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments. Responsible for monitoring and maintaining assigned accounts- Customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos.

- Perform other assigned tasks and duties necessary to support the Accounts Receivable Department. References: Confidence Mosia Team Leader 073-***-**** EDUCATION

01/2012 - 01/2014 Boston Business College Johannesburg, South Africa A+ Certificate: CompTIA A+ 220-801

A+ Certificate: CompTIA A+ 220-802

01/2012 - 01/2013 Boston Business College Johannesburg, South Africa Certificate: Contact Centre Support

01/2011- 01/2012 Boston Business College Johannesburg, South Africa Advanced Certificate: Software Specialist

01/2005 - 12/2010 Aha-Thuto Secondary School Orange Farm, South Africa National Senior Certificate: Grade 12

Internal Training

- SAP CRM, CML, SRS, HCM

- Excel Advanced

- Magento

- Assertiveness Skills

- Conflict Handling Skills

- Presentation Graphics

- Performance Improvement

- Database

- Word Processing Advanced

- Diversity skills and training

- Knowledge of APT and Vision Plus

- Configuring Windows System

- Adobe Photoshop

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