Carmen Pillay
Credit Controller
Johannesburg,GP
Summary
Dedicated Credit Controller with 12 years of experience ensuring efficient cash flow and minimizing bad debt. Proven track record in maintaining healthy client accounts and resolving payment discrepancies. Skilled in conducting thorough credit checks and implementing effective collection strategies. Adept at fostering positive relationships with clients and internal teams to streamline financial operations. With a keen eye for detail and a proactive approach, I consistently contribute to the financial health and stability of the organisation.
Versatile Credit Controller with talent for achieving exceptional results with tough caseloads. Persistent and professional in pursuing resolutions with customers. Trustworthy and poised communicator.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Credit Controller
GEMS Medical Aid
03.2014 - 12.2023
- Company Overview: Afrocentric Health
- Managing all email queries and referrals received from call centre
- Investigating and providing feedback on complaints received from Management
- Ensuring that administrative changes are done timeously, followed through, monitored and actioned
- Handling queries from external clients
- Premium collection and reconciliation
- Answering inbound calls timeously
- Making outbound calls timeously
- Providing product information to all Gems members in line with standards and protocols
- Building and maintaining relationships with internal and external clients
- Collecting debt through provided debt mandate
- Generate and reconcile all relevant reports
- Allocations of payments and reconciliations
- Process and update data
- Prepare and process refunds through operational requirements
- Preparing of billing statements
- Investigating unallocated payments
- Afrocentric Health
- Reference: Dolly Bapela 082 441 9289
Complaints and Escalations Agent
GEMS Medical Aid
01.2013 - 02.2014
- Company Overview: Afrocentric Health
- Dealing with escalations received from members and management
- Investigating complaints received from the Council of Medical Scheme and providing feedback within the turnaround time provided
- Resolving complaints received from local newspapers
- Assisting and providing other Service providers with information regarding the member’s contributions
- Providing reconciliation statement to members upon request
- Assistant to Team Leader, My duties included leading a team of back office agents, ensuring that our daily targets are met and the service level agreements are kept to
- Assisting with daily, weekly and monthly stats
- Afrocentric Health
- Reference: Lana Curtis 063 581 6340
Back Office Support Agent
GEMS Medical Aid
09.2012 - 12.2012
- Company Overview: Afrocentric Health
- Dealing with queries received via email, fax, sms and correspondence
- These queries has to be investigated and resolved within the departmental turnaround time
- Providing members with proof of contribution letters upon request from call centre
- Assisting call Centre when necessary, in order to reach (SLA)
- Second in charge to team leader, assisted with allocating queries to staff, daily weekly and monthly stats and resolving queries staff cannot resolve
- Afrocentric Health
- Reference: Keamogetse Legae: 073 852 7223
Call Centre Agent
GEMS Medical Aid
12.2011 - 08.2012
- Company Overview: Afrocentric Health
- Support and provide superior service to members
- Use questioning and listening skills that support effective telephone communication
- Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
- Understand the impact of attitude in handling calls professionally
- Effectively deal with job stress, angry callers, and upset members
- Use the most appropriate way to communicate with different behaviour types on the telephone
- Apply the elements of building positive rapport with different types of members over the phone
- Apply the proper telephone etiquette to satisfy various customer situations
- Apply appropriate actions to effectively control a telephone call
- Identify voice skills and how to enhance a good telephone presentation
- Meet commitments to members
- Afrocentric Health
- Reference: Colleen Page: 084 793 9176
Back Office Support Agent
Oxygen Medical Aid
01.2010 - 09.2010
- Company Overview: Medscheme
- Claim reversals
- Correction on claims paid incorrectly
- Reconciliation of overpaid / underpaid claims
- Ensuring that claims are linked to correct benefits
- Assisting with escalation claims queries
- Resolving referred queries
- Link authorisation to claim in order to pay from correct benefit
- Medscheme
- REFERENCE: Amelia Edwards 0824224065
Education
BACHELOR OF COMMERCE - INFORMATION Technology Management
Management College of South Africa
01.2023 - 12.2025
Higher certificate - information technology
Management College of South Africa
Grade 12 - undefined
Willow Crescent Secondary School
Skills
Microsoft suite
Ability to multi-task
Team player
Excellent time management skills
Conflict management
Adaptability
Ability to work under pressure
Communication skills
Customer service
Detail oriented
Continuous improvement mindset
Assertiveness in collections
Debtor monitoring
Collection strategy development
Credit analysis
Financial statement analysis
Credit control procedures
Follow-up strategies
Cross-functional communication
Client confidentiality practices
Performance metrics tracking
Dependants
2
Personal Information
- Ethnicity: Colored
- Gender: Female
- Driving License: Yes
Timeline
BACHELOR OF COMMERCE - INFORMATION Technology Management
Management College of South Africa
01.2023 - 12.2025
Credit Controller
GEMS Medical Aid
03.2014 - 12.2023
Complaints and Escalations Agent
GEMS Medical Aid
01.2013 - 02.2014
Back Office Support Agent
GEMS Medical Aid
09.2012 - 12.2012
Call Centre Agent
GEMS Medical Aid
12.2011 - 08.2012
Back Office Support Agent
Oxygen Medical Aid
01.2010 - 09.2010
Higher certificate - information technology
Management College of South Africa
Grade 12 - undefined
Willow Crescent Secondary School