Learning new things
ASANDISA MARIA NDLEBE
Admin Agent (Back Office Support)
Johannesburg,GP
Work Preference
Summary
Accomplished professional with expertise in dispute resolution and customer relationship management, honed at Vodacom. Proven track record in enhancing data accuracy and integrity, achieving 100% compliance in audits. Skilled in negotiation and proficient in Microsoft Office Suite, driving operational excellence and fostering strong client relationships.
Overview
18
18
years of professional experience
5
5
Languages
Work History
Admin Agent (Back Office Support)
Vodacom (work Under Contractor)
10.2024 - Current
- Managing debit order removals by accurately processing client requests through
- Vodacom’s internal systems ensure error-free execution and customer trust by reducing payment disputes.
- Overseeing fraud dispute investigations by verifying and tracking submission of fraud documentation, proactively advising customers on required paperwork, and supporting Vodacom’s compliance.
- Facilitating refund processing by handling reconciliation and approval of workflows, ensuring timely disbursements, and consistently exceeding Vodacom’s turnaround benchmarks.
- Executing journal transactions by securely moving payments across Vodacom accounts, streamlining account reconciliation, and preventing allocation discrepancies, which enhanced overall financial accuracy.
Credit Controller
Vodacom (work Under Contractor)
04.2023 - 09.2024
- Maintaining and enhancing accurate customer records in Vodacom’s systems, ensuring data integrity, streamlining account management, and contributing to a 100% compliance standard for audits.
- Proactively engaging with customers by calling to arrange settlements for overdue accounts, successfully reducing arrears while fostering strong client relationships.
- Facilitating and accelerating arrear settlements by coordinating payment arrangements and reactivating services through line unlocking, ensuring uninterrupted customer access, and boosting overall satisfaction.
- Resolving and de-escalating customer complaints with professionalism by delivering solutions to both technical and account-related concerns, strengthening brand loyalty.
- Documenting and updating comprehensive customer interaction notes in Vodacom’s CRM, enabling seamless support for colleagues and ensuring continuity of service, which improved operational efficiency across teams
Customer Service Representative
MERCHANTS BPO
09.2022 - 02.2023
- Handle incoming and outgoing customer calls in a professional manner
- Resolve customer queries and issues effectively
- Maintain customer relationships and ensure customer satisfaction
- Provide product and service information to customers
- Follow communication procedures, guidelines, and policies
- Have full information about the product
Risk Compliance Facilitator
Buffalo City FET College
06.2022 - 07.2022
- Creating and maintaining precise and up-to-date student registers at Buffalo City TVET College, ensuring 100% data accuracy, which strengthened compliance with institutional requirements.
- Recording and managing student academic performance data, including both summative and formative assessments, improving transparency and enabling interventions to boost learner outcomes.
- Conducting detailed evaluation of students’ Portfolios of Evidence (P.O.E) and work files, identifying discrepancies, and implementing corrective measures that enhance academic quality assurance.
- Facilitating and overseeing compliance with academic quality standards, aligning documentation and processes with DHET and institutional regulations, which strengthened operational credibility.
- Performing and streamlining key administrative functions across academic departments at Buffalo City TVET College, accelerating turnaround times for student queries and improving efficiency in academic support services.
- Enhancing service delivery by collaborating with academic staff, administrators, and external stakeholders, proactively resolving compliance issues and student-related concerns.
Educator Assistant
Department Of Education (Hlokoma High School)
12.2020 - 05.2021
- Preparing and organizing educational resources by photocopying, printing, and distributing tests, ensuring teachers and learners at Hlokoma High School had seamless access to accurate, timely, and fully prepared classroom materials.
- Invigilating and safeguarding exam sessions by maintaining discipline, fairness, and a focused atmosphere, directly contributing to student integrity, compliance with assessment standards, and improved examination efficiency.
- Facilitating classroom readiness and engagement by settling learners, marking attendance, and addressing initial concerns, creating an environment that boosted participation and enhanced the overall teaching and learning experience.
- Stepping in for teachers during absences or meetings, ensuring uninterrupted lesson delivery and curriculum coverage, which minimized disruptions and maintained consistent academic progress for learners.
- Assisting and coaching learners in oral presentations and public speaking activities, building their communication skills, boosting confidence, and preparing them for academic competitions and future professional environments.
- Supporting Grade 8 and 9 learners in life skills and physical education, promoting holistic growth, teamwork, and personal development while aligning with the Department of Education’s goal of nurturing well-rounded individuals.
Debt Collection Agent
Real People (DMC)
03.2008 - 12.2018
- Managing high volumes of incoming and outgoing calls with professionalism, showcasing strong communication and telephone etiquette while consistently meeting performance targets and enhancing customer satisfaction.
- Informing and educating customers about account statuses through proactive communication, building trust, reducing delinquency rates, and fostering long-term relationships with clients at Real People/DMC.
- Maintaining accurate and detailed records of customer interactions, ensuring compliance with company policies, regulatory standards, and data integrity requirements while enabling efficient case followups.
- Resolving customer inquiries promptly and effectively, taking ownership of issues, minimizing escalations, and achieving high first contact resolution rates to improve the overall service experience.
- Collaborating with cross-functional teams to address complex account queries, leveraging shared expertise to streamline solutions, strengthen service delivery, and contribute to improved debt recovery outcomes.
- Adhering strictly to data security, privacy regulations, and compliance protocols, safeguarding sensitive client information while protecting the reputation and operational integrity of Real People/DMC.
Education
No Degree - Marketing Management
Buffalo City College
East London, South Africa 04.2001 -
Skills
Dispute Resolution
Customer Relationship Management
Data Accuracy and Integrity
Conflict Resolution
Team Leadership and Collaboration
Multilingual Communication
Time Management
Negotiation Skills
Problem-Solving Abilities
Proficiency in Microsoft Office Suite, Genesys Cloud, Iws,C3D,PCC and Eppix
Additional Information
- Excellent Management Skills
- Excellent People Management skills
- Good conflict management skills
- Results-driven with attention to detail.
- Honest, trustworthy, reliable, and punctual Natural leadership abilities.
- Excellent organizational, numeric, and administrative skills Ability to multitask and prioritize effectively whilst working in a stressful environment
Interests
Likes challenging environments
Reading and discovering unknown facts
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Xhosa
Bilingual or Proficient (C2)
Zulu
Advanced (C1)
Sesotho
Elementary (A2)
Afrikaans
Elementary (A2)
Timeline
Admin Agent (Back Office Support)
Vodacom (work Under Contractor)
10.2024 - Current
Credit Controller
Vodacom (work Under Contractor)
04.2023 - 09.2024
Customer Service Representative
MERCHANTS BPO
09.2022 - 02.2023
Risk Compliance Facilitator
Buffalo City FET College
06.2022 - 07.2022
Educator Assistant
Department Of Education (Hlokoma High School)
12.2020 - 05.2021
Debt Collection Agent
Real People (DMC)
03.2008 - 12.2018
No Degree - Marketing Management
Buffalo City College
04.2001 -