Conflict resolution
Brenda Gqencu
Administrator & Customer Care Consultant
Cape Town
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
NSFAS Loans & Bursaries Administrator
NSFAS
11.2019 - 11.2023
- Handled student information discreetly, maintaining strict confidentiality at all times, and adhering to organizational policies and regulations.
- Maintained student records and updated NFSAS database to ensure adequate support for students.
- Kept an organized filing system for easy document retrieval and reduced misplaced files.
- Maintenance of student files and database, ensuring data integrity.
- Management of student payments and debtors.
- Assist in managing the bursary department's budget.
- Administering student budgets and reimbursements.
- Verification of student documentation (ID, income, etc.)
- Liaison with study institutions regarding student accounts and results.
- Handle student queries (administrative and financial) and follow-ups.
- Follow up on and administer academic progress of bursars.
- Compilation, reconciliation, research, and presentation of status/annual reports to donors.
- Arrange and book campus visits (students and institutions).
- NSFAS loan application administration (means test & contracts, liaison, consultation).
EPWP
CITY OF CAPE TOWN - CLAREMONT LIBRARY
10.2018 - 10.2019
- Shelving, shelf-reading, processing new material, basic circulation, data capturing.
- Archiving of documents and books
- Correct shelving and systematic filing
- Data capturing and maintenance of files.
- Ad hoc admin duties
- Maintaining an easy workflow day to day.
- Assist with walk-in inquiries.
- Create a manageable workspace
- Online enquiries and correspondence
Administrator
CANSA
01.2017 - 11.2017
- Assisted with filing, faxing, and general office admin and ad hoc tasks.
- Basic office maintenance, including refreshments, stationery, and ordering of office supplies.
- Liaise with suppliers and vendors for new and outstanding orders.
- Organize courier and track parcels in transit.
- Telephonic and email enquiries.
Call Centre Customer Care Agent
NIMBLE COLLECTION SERVICES
01.2015 - 12.2016
- Assist customers with their account information, capturing online orders, and solving customer complaints.
- Assist customers with queries on their accounts and data capturing of applications.
- Perform general administrative work, including filing and email correspondence.
- Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
- Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
- Ensure proper and timely escalation of issues to meet internal and external expectations.
- Identify opportunities and recommendations for
- Reviewing and correcting data of incorrectly processed transactions.
Sales Assistant
Europa Art Shoes
02.2015 - 01.2016
- Assist customers with their account information, capturing online order and solving customer complaints, assist customers with queries on their accounts, data capturing of applications, general administrative work – filing and faxing
- Purchases and sales queries
- Products and stock requests, check availability of stock
- Stock inventory
- Store layout and merchandising
- Store cleanliness
- Customer advice and care
- Assist with store.
Sales Assistant & Cashier
MERCHANDISE POLO
12.2012 - 1 2013
- Assist customers with their account information, capturing online order and solving customer complaints, assist customers with queries on their accounts, data capturing of applications, general administrative work – filing and faxing
- Purchases and sales queries
- Products and stock requests check availability of stock
- Stock inventory
- Store layout and merchandising
- Store cleanliness
- Customer advice and care
- Assist with store.
Sales Assistant
ACCESSORIZE
11.2011 - 11.2012
- Assist customers with their account information, capturing online order and solving customer complaints, assist customers with queries on their accounts, data capturing of applications, general administrative work – filing and faxing
- Assist customers with purchases, cash register – daily banking and balancing / recon of all till slips, credit card and cash purchases
- Regular stock take – to ensure adequate stock is available in store
- Check inaccuracy, stock loss and damaged goods
- General customer queries – telephonic and personal assistance to customers
- Adhoc duties.
Sales Consultant
SPITZ
09.2005 - 08.2008
- Assist customers with their account information, capturing online order and solving customer complaints, assist customers with queries on their accounts, data capturing of applications, general administrative work – filing and faxing
- Assist customers with purchases, cash register – daily banking and balancing / recon of all till slips, credit card and cash purchases
- Regular stock take – to ensure adequate stock is available in store
- Check inaccuracy, stock loss and damaged goods
- General customer queries – telephonic and personal assistance to customers
- Adhoc duties.
Call Centre Agent
VODACOM
05.2005 - 08.2005
- Inbound call center agent, assisting with telephonic queries, to ensure customers are fully advised on their cell phone accounts.
- Divert escalations and transfer processes.
- Collaborating with the accounting department to reconcile and balance the refunds of cancelled transactions.
Call Centre Agent
LONGAIN GROUP OF COMPANIES (FLEXI CELL)
10.2004 - 02.2005
- Outbound calls to potential customers, telephonic applications for cell phone airtime, assist customers with queries on their accounts, data capturing of applications, general administrative work – filing and faxing.
Education
Travel and Tourism Course -
ACHIEVERS COLLEGE
Completed Matric - undefined
FEZEKA HIGH SCHOOL
Diploma - Human Resources Management
Damelin College
Cape Town, South Africa 04.2001 -
Skills
Computer skills: MS OFFICE
Office Administration
Customer Service
Recordkeeping and File Management
Documentation And Reporting
Schedule Coordination
Document Management
Project Coordination
Deadline Adherence
Performance Improvement
Personable and Approachable
Problem-solving abilities
Personal Information
ID Number: 830109 0258 082
References
- Luleka Ngxakatha, 0763161515 or 0218297581, Store Manager at Europa Art
- Thobeka Mabe, 0730403594 or 0219476349, Supervisor of Nimble group
- Veniwe Robo, 0826603054 or 021 444 0300, Principal librarian at Claremont Library (Chief Librarian at Bellville)
- Owen Mxunyekwa, 0623767115 or 021 763 3200, Team Leader at NSFAS
Software
Deadline Driven
Problem solving
Critical thinking
Collaboration and teamwork
Timeline
NSFAS Loans & Bursaries Administrator
NSFAS
11.2019 - 11.2023
EPWP
CITY OF CAPE TOWN - CLAREMONT LIBRARY
10.2018 - 10.2019
Administrator
CANSA
01.2017 - 11.2017
Sales Assistant
Europa Art Shoes
02.2015 - 01.2016
Call Centre Customer Care Agent
NIMBLE COLLECTION SERVICES
01.2015 - 12.2016
Sales Assistant & Cashier
MERCHANDISE POLO
12.2012 - 1 2013
Sales Assistant
ACCESSORIZE
11.2011 - 11.2012
Sales Consultant
SPITZ
09.2005 - 08.2008
Call Centre Agent
VODACOM
05.2005 - 08.2005
Call Centre Agent
LONGAIN GROUP OF COMPANIES (FLEXI CELL)
10.2004 - 02.2005
Diploma - Human Resources Management
Damelin College
04.2001 -
Travel and Tourism Course -
ACHIEVERS COLLEGE
Completed Matric - undefined
FEZEKA HIGH SCHOOL
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