Atasha Mqukuse
Compliance officer
Ekurhuleni,Gauteng
Summary
Detail-driven Compliance Officer focused on maximizing company compliance with applicable laws and standards. Knowledgeable about internal controls, process evaluations and procedural reviews. Fantastic at problem-solving and verifying legal requirements information. Proficient in field examinations and configuring driving simulators. Detail-oriented Compliance Officer dedicated to improving policies and procedures in all business areas. Hardworking and driven with quality-focused and proactive approach. Bringing half decade in the industry. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Property Specialist
Domsa Housing
10.2021 - Current
- Compiled maintenance and repair requests for submission to relevant department and reached out to local contractors for bid proposals.
- Carefully screened tenancy applicants, pulling background investigations, credit reports and past rental history.
- Maintained current contract files as prescribed by company contract policies and procedures.
- Assessed property, compiled information, and wrote reports regarding findings for submission to director.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
- Scheduled outside contractors for major maintenance issues.
- Promptly responded to tenant complaints and concerns for over 5 properties.
- Communicated with landlord regarding building and tenant issues.
Sales Consultant/Administrator
Atsikani Awiri
10.2021 - Current
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Cold called and conducted face-to-face sales calls with C-level executives and directors in assigned sales territory.
- Created detailed sales presentations to communicate product features and market data.
- Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Cultivated lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives.
- Maintained sense of urgency in answering customer questions and requests through email or voice message.
Customer Service Consultant
ABSA BANK BRANCH
06.2016 - 05.2021
- Audited documentation to identify errors and documented findings for review and action.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Collected and verified application data such as employment histories and financial documentation to determine plan eligibility.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Completed more than 50 outbound follow-up calls each day to qualified prospects interested in buying bank products.
Customer Service Consultant Team Leader
ABSA BANK
06.2016 - 05.2021
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Audited documentation to identify errors and documented findings for review and action.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Employed prescribed sales processes to cultivate strong customer relationships.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Collected and verified application data such as employment histories and financial documentation to determine plan eligibility.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Call Centre Team Leader.
ABSA BANK
09.2012 - 06.2016
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Provided knowledge and resources to prepare each team member for success and top performance.
- Assisted in training, motivating and coaching team members to meet required center goals.
- Conducted periodic surveys with customers and potential customers to increase quality.
- Prioritized team and individual goals to effectively achieve business objectives.
- Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Minimized process lags through operations protocols and client account management training.
Fraud Specialist
ABSA BANK
02.2008 - 08.2012
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Testified in court for both civil and criminal cases, answering questions honestly and respectfully.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
- Evaluated customer data to identify and prevent fraudulent activities.
Education
Associate of Arts - Busness
Busness Administration
Alison Empower Yourself 04.2001 -
Bachelor of Science - Faculty of Law
University of Johannesberg
Johannesberg 04.2001 -
Associate of Arts - Sales And Distribution
Milpark Business School
Johannesberg 04.2001 -
Associate of Arts - RE5
Moon School of Excellence
Johannesberg 04.2001 -
Skills
Maintenance Scheduling
undefinedTimeline
Property Specialist
Domsa Housing
10.2021 - Current
Sales Consultant/Administrator
Atsikani Awiri
10.2021 - Current
Customer Service Consultant
ABSA BANK BRANCH
06.2016 - 05.2021
Customer Service Consultant Team Leader
ABSA BANK
06.2016 - 05.2021
Call Centre Team Leader.
ABSA BANK
09.2012 - 06.2016
Fraud Specialist
ABSA BANK
02.2008 - 08.2012
Associate of Arts - Busness
Busness Administration
04.2001 -
Bachelor of Science - Faculty of Law
University of Johannesberg
04.2001 -
Associate of Arts - Sales And Distribution
Milpark Business School
04.2001 -
Associate of Arts - RE5
Moon School of Excellence
04.2001 -
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