Akhona Pretty Gaqangana
Brakpan
Summary
Administrative quality assurance and human resources professional with experience leading settlement processing operations and conducting compliance audits. Skilled in employee relations, HR process management, and maintaining organizational standards. Known for clear communication and effective problem-solving across legal and customer-facing teams.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Quality Assurance Consultant
DLG Legal Services (via Sutherland Global)
Johannesburg
03.2025 - Current
- Audit technical and litigated files to ensure quality and compliance.
- Analyse aged claims and propose strategies to improve client service and reduce file aging.
- Handle complaints, draft formal responses, and liaise with the legal ombudsman.
- Identify trends and training needs; support training rollout across the team.
- Review files subject to complaints and assess justification, including engagement with clients to clarify issues.
- Conduct focused audits as agreed with management and the Quality Assurance Team Leader.
- Participate in monthly feedback discussions and assist in preparation of management reports.
- Hybrid
Settlement Unit Administrator
Sutherland Global
Johannesburg
05.2023 - 03.2025
- Managed end-to-end legal settlement processes ensuring accuracy and compliance.
- Evaluated and negotiated claims for optimal outcomes for clients and the organisation.
- Maintained confidential records and ensured full legal compliance.
- Supported team training and development initiatives.
- Resolved client issues and complaints with empathy, offering practical solutions and alternatives.
- Assisted with processing payments and basic bookkeeping.
- Hybrid
Human Resources Intern
Lesedi on Concept
07.2021 - 08.2022
- Completed an 18-month internship as part of HR training and development.
- Assisted with day-to-day HR operations including recruitment coordination, on boarding, and employee record management.
- Supported HR team with compliance documentation and filing.
- Coordinated training sessions and internal communications.
- Posted job adverts across platforms, sourced and shortlisted candidates, and conducted initial pre-screening.
- Managed inboxes and coordinated calendars for key team members.
- Resume Screening: Reviewing incoming applications and filtering candidates based on required skills.
- Interview Logistics: Coordinating schedules, sending interview invites, and communicating with candidates.
- On boarding Support: Assisting with new-hire orientation, collecting necessary legal/tax paperwork, and coordinating IT/workspace setups.
Retail Store Manager
Discount My Fashion Pty Ltd
Pretoria
09.2015 - 09.2018
- Led store operations, sales, and stock management across all departments.
- Achieved consistent monthly sales targets exceeding R1.5 million.
- Reduced inventory loss by 15% through improved stock controls.
- Fostered strong customer relationships and retention strategies.
- Oversaw daily retail operations including hiring, training, and ensuring excellent customer service.
Finance & Administration Administrator
Siyafunda CTC
Daveyton, Benoni
01.2015 - 08.2016
- Managed AP/AR processes and financial documentation with accuracy.
- Organised logistics for meetings and events; coordinated schedules and calendars.
- Assisted in budgeting, processed invoices, and handled financial reporting.
- Maintained accurate records, organised files, and ensured data confidentiality.
- Provided HR support including recruitment, on boarding, and benefits administration.
- Coordinated projects, tracked progress, and ensured timely completion.
- Ensured adherence to policies, procedures, and regulatory requirements.
- Prepared reports, analysed data, and presented findings to management.
Junior Manager
Nando's
Boksburg
10.2013 - 09.2014
- Supervised restaurant operations and monitored team performance.
- Improved customer service processes and ensured compliance with standards.
- Managed restaurant inventory and controlled stock levels.
- Hired, on boarded, and trained new staff members.
Education
National Diploma - Human Resources Management (NQF6)
Ekurhuleni East College
01-2022
National Senior Certificate (Matric) -
Vunanimfundo AET Centre
01-2011
Skills
- HR policies and recruitment
- Industrial relations and conflict resolution
- Customer service and complaints handling
- Process improvement strategies
- Data analysis and reporting
- Audit and compliance oversight
- Microsoft Office Suite proficiency
- Team leadership and communication
- Problem-solving skills
- Organizational and time management skills
- Attention to detail
- Ability to work under pressure
- File auditing
- Complaint handling
- Legal compliance
- Claims analysis
Certification
- Occupational Health & Safety Basics — SHE Rep Course
- Basic Computer Skills Certification
- Siyafunda CTC, 2015
- National Diploma in Human resource management
Timeline
Quality Assurance Consultant
DLG Legal Services (via Sutherland Global)
03.2025 - Current
Settlement Unit Administrator
Sutherland Global
05.2023 - 03.2025
Human Resources Intern
Lesedi on Concept
07.2021 - 08.2022
Retail Store Manager
Discount My Fashion Pty Ltd
09.2015 - 09.2018
Finance & Administration Administrator
Siyafunda CTC
01.2015 - 08.2016
Junior Manager
Nando's
10.2013 - 09.2014
National Diploma - Human Resources Management (NQF6)
Ekurhuleni East College
National Senior Certificate (Matric) -
Vunanimfundo AET Centre