Quality Assurance Client Services

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Curriculum Vita

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ELDORADO PARK

EXT 9

1811

Dear Sir/ Madam

I am an experienced senior Quality Assurance Officer / Coach at Nedbank with a demonstrated history of working in credit management and Debt Collections industry. Skilled in Quality Assurance and Coaching Management, Microsoft word and excel, client services and leadership.

The skills mentioned above enables me to work in a highly dynamic and pressurised environment. I believe that my qualities and characteristics, as an individual will inevitably add value to any company. In addition to this I have strong communication skills and a very proactive, mindful leadership style when working in teams or individually. Personal Details

Title Mr

Full Names Brandon Bergh

Known As Brandon

Date of Birth 19/02/1983

Area of Residence Eldorado park

Nationality South African

Race Coloured

Gender Male

Marital Status Yes

Dependence 2

Nationality South African

E-mail Address ************@******.***

Preferred Contact Number 065*******

Alternative Contact Number 073*******

Drivers Licence Yes (Code8)

Educational Background

Secondary Education

Institution Silver Oaks Secondary School

Highest Grade Achieved Grade 12

Year Completed Matriculated

Subjects

English, Afrikaans, Biology, Business Economics

Geography and History

Tertiary

Institution PC & Business College

Qualification Microsoft office

Subject Passed Microsoft-Excell

Microsoft-Office

Microsoft-PowerPoint

Microsoft-Word

Year Completed 2003

Reference Mr P Pele

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Occupation Senior Lecture

Telephone Number 011*******

Employment History

Current Employer Nedbank

Position Quality Assurance Officer/Coach

Period May2017 till April 2024

Department CRD Collections Innovation &Support

Task and Key Responsibilities:

• Build and maintain relationships with internal stakeholders through effective communication and engagement at all levels.

• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.

• Design evaluation form aligned to the deliverables as per Nedbank's call agent assessment procedure by listening to the call / analysing the correspondence.

• Ensure agent complies with policies and procedures by keeping abreast of the changes within their department.

• Raise the agent’s performance gaps by making notes in the focus points section of the relevant Nedbank assessment template.

• Provide on the spot coaching via live system (Nice)

• Weekly and Month end report provided to stake holders (Provided success and Identifying the Gaps) Company Nedbank

Position Card Collections agent /2IC.

Period September 2006 -April 2017

Task and Key Responsibilities:

• Answering inbound Calls

• Rehabilitation of arrears accounts

• Reduce credit risk.

• Debiting Pre legal accounts Bucket 4 and above.

• Re ageing of accounts

• Recalculating Special arrangements

• Assisting with Team leader duties, on my selected Saturday.

• Assisting with queries, monitoring the CMS board, overseeing the handling out the spare pins and compiling attendance register.

• Approving refund request (Team Leader duties)

• Card to card request (Team Leader duties)

• Placing and removing of Holds placed on Credit Cards

• Running of Macros (Sending clients SMS reminders) Technical Competencies

• NTE Knowledge

• Banking platform

• Cams

• Fica/Fais compliant

• All Nedbank Credit card products

• DM 11

• Eclipse

• Nice -Call Evaluation system

Company MBD Attorneys (Munnik Basson Da-Gama Attorneys) Position Card Collections agent.

Period Feb 2004 - July 2006

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Task and Key Responsibilities:

• Customer services

• Collections & solving queries.

• Handling incoming & outgoing calls.

• Updating & Tracing details

• Making use of the predictive dialler 90 – 120 calls daily

• Rehabilitation of arrears accounts

References

Company Nedbank (May 2017 Till April 2024)

Full Name Lebo Ntuli (Quality Assurance Officer)

Job title of specified reference Team Leader

Contact Number (010-*******

Company Nedbank (September 2006 till April2017)

Full Name Noseko Sam

Job title of specified reference Senior Attorney,

Contact Number (011-*******

Company MBD Attorneys (Munnik Basson Da-Gama Attorneys) Full Name Jody Le Toit

Job title of specified reference Manager

Contact Number 011*******

Computer/Software Proficiency

Course Level Of Proficiency

1 – Basic 2 – Intermediate 3 - Advanced

Microsoft® Excel x

Microsoft® Word x

Microsoft® Outlook x

Microsoft-PowerPoint x

Contact this candidate