Bernard Christopher Titus
Call Centre Representative
Johannesburg
Summary
Versatile professional with extensive experience across customer service, data collection, content editing, and administrative roles. Demonstrates exceptional communication, analytical thinking, and problem-solving skills, with a proven ability to work under pressure and meet deadlines. Adept at managing confidential information, fostering client engagement, and utilizing CRM systems to enhance customer retention. Skilled in face-to-face interviewing, data verification, and fraud investigation while maintaining strict adherence to confidentiality protocols. Career highlights include achieving a 99.2% accuracy rate in account management and excelling in roles requiring multitasking abilities and attention to detail. Committed to delivering high-quality results through teamwork and independent initiative while continuously seeking opportunities for professional growth.
Overview
33
33
years of professional experience
Work History
Freelance Field Interviewer
Nielsen AGB
01.2022 - Current
- Survey interviews for them to become potential panelist
- Conduct and transcribe cognitive interviews
- Recruiting and scheduling appointments for study participants
- Conduct training and coaching for panelists use of Nielsen meters
- Verify and update demographics and audience information using Nielsen proprietary software
- Follow-up with recruited households to ensure that counselor has contacted them to verify that all information has been captured correctly
- Process all household information on In-house software.
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Conducted interviews with participants to assess eligibility.
- Devised questionnaires, surveys and open forum discussions to generate real-time data collection from target demographic.
- Recorded accurate respondents' answers during interviews for future reference.
- Scheduled interview appointments with respondents and created multiple questionnaires before commencing data collection.
- Used various market research tools and techniques to gather, analyze and interpret data.
- Conducted primary and secondary research to better understand customer needs and behaviors.
- Utilized specialized software to capture and process data.
Outbound Call Centre Consultant
Ipsos
03.2021 - 07.2022
- Conducting computer assisted telephone interviews/research for various companies on different projects.
- Completed surveys by rechecking contact information before ending each call.
- Delivered information from script regarding surveys for on-demand phone project assignment.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Conducted interviews with participants to assess eligibility.
Content Editor
Vid Vita
08.2019 - 07.2020
- Loading and editing of radio and television stations for the USA, Mexico, Japan and Germany
- Loading radio content for new vehicle manufactures in Germany
- Monitoring live stream television content for different states in the USA, Mexico and Japan.
- Optimized content with key search terms to drive traffic and online visibility.
- Authored and edited original content across diverse media formats.
- Determined readiness of written pieces, made changes, and approved final versions for publication.
- Reviewed articles for grammar, spelling, punctuation, syntax, accuracy, and compliance with quality standards.
Electronic Media Correspondent (Afrikaans/English)
Multichoice Africa DStv
08.2015 - 01.2019
- Responding to subscriber's queries & requests via E-mail and other social media platforms
- Assisting subscriber's with technical problems (telephonically and electronically)
- Updating subscriber's personal details
- Complete Change of Ownerships requests
- Allocate subscriber's payments - unallocated funds
- Customer retention.
- Met deadlines to provide relevant information quickly to staff and general public.
- Responded proactively and positively to rapid change.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer calls and emails to answer questions about products and services.
Remediation Processing Consultant
Absa Commercial & Enterprise Banking
08.2014 - 03.2015
- Process all South African & None South African Commercial and individual account holders FICA documents onto various in-house software applications
- Ensure that all required documents meets FICA, NCA and FSA requirements
- Adhere to strict Absa business rules
- Ensure that all South African & None South African business units & individual account holders are compliant
- Apply the applicable actions to non-compliant clients
- Identify & verify potential high risk clients
- In 6 months, processed over 1,000 customer accounts with a 99.2% accuracy rate.
- Supported clients with business analysis, documentation, and data modeling.
- Informed financial decisions by analyzing financial information to forecast business, industry or economic conditions.
Accounts Payable Administrator
Maximum Output Trading
02.2012 - 04.2014
- Creating Data base for all Vendors
- Ensure accuracy of cost allocation of all accounts payable
- Processing of all unaudited creditors invoices
- Processing of all Agency Salaries audited
- Processing of all Inter Company invoices
- Processing staff & Site employees Mileage claims
- Ensure all accounts payables are approved in accordance with procedure
- Transmit invoices to the relevant approving authorities for Authorization
- Process all approved invoices as audited
- Attaching all Purchase Orders with invoices before processing
- To do all cost allocations on all invoices
- Review of monthly unaudited invoice reports (logged invoice suspense) and the expediting of old outstanding items
- To run and print daily a Day Book Report
- Liable to cancel delete or amend any incorrectly information
- Entered Creating of all vendor payments
- Company closed down.
- Updated and maintained aging report to facilitate payments
- Executed payments to vendor accounts and completed payroll processing.
- Entered purchase orders, invoices and payments into company accounting system.
- Partnered with finance team to complete month-end accruals and account reconciliations.
Call Centre Consultant
Medscheme Health Risk Solutions
03.2010 - 12.2011
- Answering Incoming Calls
- Issuance of authorization numbers to Service Providers Hospitals, Doctors, and Dentists etc
- Assisting with benefit related queries (Medical Aids)
- Ensuring that Authorization is issued from correct Benefit structures
- Client Liaison/Membership queries
- Data Capturing In-house System - UMS
- Understanding of Nappi codes, ICD10 codes, National Reference Price List, South African Medical Association policies and COID
- Imaging of all incoming documents from Service Providers and Linking to correct Pre-Authorization requests
- Following up on Pending/Declined Authorizations from Medical Advisors
- Customer retention
- Ensuring that correct correspondence is sent to Service Providers/Members
- General Administration Duties (filing, faxing etc.)
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Responded to customer calls and emails to answer questions about products and services.
- Attended telephone skills and program information training sessions to boost aptitude.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Evaluated patient histories, complaints, and current symptoms.
- Communicated with insurance companies to obtain pre-authorizations for treatment.
Call Centre Consultant
Momentum
03.2006 - 09.2008
- Answering inbound calls
- Confirming benefits for customers and service providers
- Dealing with providers, members and internal clients
- Confirming claims payments for providers & members
- Resolving Call Centre staff queries routed for investigation.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
Call Centre Consultant
Metropolitan Health Group
11.2005 - 02.2006
- Answering inbound calls
- Confirming benefits for members and service providers
- Corrections of provider claims
- Assessing of claims in special batches.
Call Centre Consultant
Absa Insurance Company Absa Holdings
05.2004 - 10.2005
- Answering inbound calls
- Dealing directly and telephonically with clients and brokers
- Data capturing
- Maintained brokers record
- Sorting and filling of internal and external mail
- Faxing of documents
- Processing of claims (short term insurance).
Call Centre Consultant
Benefit Recovery Services
01.2004 - 03.2004
- Answering inbound calls
- Contact all Old Mutual and ICL shareholders notifying them of their unclaimed shares and surplus
- Data capturing.
Co Owner
T & D Contractors
04.2002 - 12.2003
- Securing contracts for renovating and building of residential properties
- Tiling, building, paving and all other general work
- Supervising employees on-site
- Manage the construction site, ensuring that all work is carried out safely, on time, within budget, and to the required quality standards
- Attend meetings with clients, contractors, and other stakeholders as required
- Ensure that all work is carried out in compliance with health and safety regulations and guidelines
- Develop and implement health and safety policies and procedures.
Call Centre Consultant
Medical Aid Portfolio Planners
11.1999 - 03.2002
- Answering inbound calls
- Dealing directly and telephonically with members and service provider queries
- Confirming benefits and possessing of doctors and hospital claims
- Data capturing.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Call Centre Consultant
Medikredit Healthcare
01.1991 - 09.1999
- Answering inbound calls
- Dealing telephonically with members and service provider queries
- Processing claims and confirming benefits
- Data capturing.
- Educated customers on company systems, form completion, and access to services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Approved and terminated customer contracts upon request.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Attended telephone skills and program information training sessions to boost aptitude.
Education
High School Diploma -
Riverlea Secondary School
Riverlea11.1990
Skills
- Ability To Work Under Pressure
- Work Independently
- Communication
- Attention to Detail
- Active listening
- Deadline Driven
- Quick Learning
- Team Player
- Appointment Scheduling
- Social Media Platform
- Phone Etiquette
- Customer Retention
- Business Writing
- Fraud Investigation
- CRM Systems
- Customer Relations
- Analytical Thinking
- Teamwork and Collaboration
- Organization
- Multitasking Abilities
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Business opportunities are like buses, there’s always another one coming.
Richard Branson
Timeline
Freelance Field Interviewer
Nielsen AGB
01.2022 - Current
Outbound Call Centre Consultant
Ipsos
03.2021 - 07.2022
Content Editor
Vid Vita
08.2019 - 07.2020
Electronic Media Correspondent (Afrikaans/English)
Multichoice Africa DStv
08.2015 - 01.2019
Remediation Processing Consultant
Absa Commercial & Enterprise Banking
08.2014 - 03.2015
Accounts Payable Administrator
Maximum Output Trading
02.2012 - 04.2014
Call Centre Consultant
Medscheme Health Risk Solutions
03.2010 - 12.2011
Call Centre Consultant
Momentum
03.2006 - 09.2008
Call Centre Consultant
Metropolitan Health Group
11.2005 - 02.2006
Call Centre Consultant
Absa Insurance Company Absa Holdings
05.2004 - 10.2005
Call Centre Consultant
Benefit Recovery Services
01.2004 - 03.2004
Co Owner
T & D Contractors
04.2002 - 12.2003
Call Centre Consultant
Medical Aid Portfolio Planners
11.1999 - 03.2002
Call Centre Consultant
Medikredit Healthcare
01.1991 - 09.1999
High School Diploma -
Riverlea Secondary School
https://bold.pro/my/bernardchristopher-titus
My link
Playing soccer, watching sport, spending time with family
I play soccer for my local team in my area and then when I am days off, I spend time with family and friends especially like on family gatherings or re-unions. When I am not active on the field or with family or friends, then I spend my time watching various sports codes on TV.
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