Ntshepiseng Silela Sikota
Milnerton
Summary
Dedicated Customer Service Representative with expertise in customer service policies and product knowledge, delivering accurate assistance and maintaining high quality standards. Proficient in multitasking and managing projects with precision. Focused on resolving unpaid accounts through effective communication and negotiation, while ensuring compliance and maintaining accurate records. Demonstrates strong problem-solving skills and a commitment to enhancing customer relationships.
Overview
12
12
years of professional experience
Work History
Professional Debt Collector
Capita
Cape Town
06.2025 - Current
- Achieved debt collection targets in line with agreed deadlines.
- Managed debt recovery processes, consistently achieving collection targets and reducing outstanding debts.
- Collected on aging and past due accounts, coordinating sustainable payment arrangements to maximise collections.
- Managed collection calls and negotiated payment arrangements with debtors to minimise outstanding balances.
- Negotiated repayment plans with customers demonstrating financial difficulties, maintaining sensitivity to personal situations.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Finalised payment arrangements with customers to ensure clarity on due dates. and finalised customer payment dates and contact information.
- Contacted customers regarding overdue payments to set up payment plans.
- Monitored overdue accounts, initiating contact with debtors through phone calls and written correspondence.
- Processed payments over phone and set up recurring drafts.
- Reviewed accounts to determine payment plan compliance.
- Reviewed credit limits for existing customers, recommending adjustments based on payment history and financial stability.
- Maintained accurate records of all communications, payments, and adjustments in the collections system.
- Documented discussions and actions in customer accounts and collections database.
- Followed fair debt practices and regulatory guidelines when managing the collections process.
- Delivered outstanding customer service, handling debtor enquiries and complaints with empathy and professionalism.
- Provided excellent customer service, addressing queries and guiding customers on effective debt management solutions.
- Demonstrated empathy in interactions with customers to enhance their experience. and professionalism in handling sensitive customer situations, preserving the company's reputation.
Customer Service Advisor
WNS Global
11.2023 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Enhanced customer satisfaction by diagnosing and troubleshooting product issues without escalating support.
- Introduced innovative solutions that increased first-call resolution rates across the department.
- Managed escalated calls, diffusing tense situations and negotiating effective resolutions.
- Handled high-profile clients, ensuring exceptional service levels and fostering long-term relationships.
- Assisted numerous customers daily by providing friendly and attentive service.
- Provided exceptional support during peak periods to meet customer demands.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Spearheaded initiatives aimed at enhancing internal communication within the team for better collaboration on cases.
- Followed up with customers on resolved issues to uphold high standards of service.
Customer Service Representative
Netready Contact Center
08.2023 - 10.2023
- Maximized customer satisfaction by resolving service issues promptly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Addressed customer service enquiries promptly, enhancing overall customer experience.
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.
- Responded to customer requests about products and services, facilitating informed purchasing decisions.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, supporting effective follow-up and service continuity.
Debt Collector
Full House Head Offices
03.2015 - 07.2023
- Maintained consistently high success rate of collecting on overdue accounts.
- Contacted customers and discussed unresolved issues and past-due payments to update customer accounts.
- Negotiated payment plans with customers, helping to retain accounts and avoid collections.
- Confirmed payment arrangements and finalized customer payment dates and contact information.
- Resolved customer disputes through professional communication, fostering mutually beneficial solutions.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Collaborated with agents and collections staff to achieve team objectives.
- Documented discussions and actions in customer accounts and collections database.
- Uploaded data in accordance with company policies, data security protocols and local legislation.
- Worked in call centre environment handling manual and automatically dialled outbound calls
Education
Diploma of Higher Education - Information Technology
University of South Africa
Cape Town, WC01-2011
Grade 12 - mathematics, English, isiXhosa, Physical Science, Geography and Biology
Sinenjongo High School
Milnerton01-2007
Skills
- Collection techniques
- Collection practices
- Debt recovery
- Debt management
- Payment negotiation
- Payment processing
- Payment planning
- Collections processing
- Regulatory guidelines
- Performance tracking
- Data management
- Data entry
- Process improvement
- Performance tracking
- Microsoft Excel
- Customer service
- Customer engagement
- Conflict resolution
- Query resolution
- Empathetic communication
- Telephone communication
- Call centre background
- Collection strategies
- Debt management
- Financial record-keeping
- Call centre background
Accomplishments
- Xhosa as Best Learner, 2007
- Living Maths project, 2005
- Geography as Best Learner, 2007
- Biology as Most Improved, 2007
- Physical Science, 2007
Custom
- Ronet Cloete, Manager, Full House
- Michelle Jacobs, Operation Manager, WNS
- Kerri, Team Leader, Netready
Timeline
Professional Debt Collector
Capita
06.2025 - Current
Customer Service Advisor
WNS Global
11.2023 - Current
Customer Service Representative
Netready Contact Center
08.2023 - 10.2023
Debt Collector
Full House Head Offices
03.2015 - 07.2023
Diploma of Higher Education - Information Technology
University of South Africa
Grade 12 - mathematics, English, isiXhosa, Physical Science, Geography and Biology
Sinenjongo High School