Danielle Morgan
Customer Service Specialist
Gauteng,Pretoria
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
19
19
years of professional experience
Work History
Credit Controller
ABSA CREDIT CARD DEPARTMENT
3 2004
- Works with minimum of direction on collections for important ledger, possibly key accounts
- Anticipates developments, and identifies accounts that will require special attention
- Handles disputed accounts and negotiates to bring payment into line with terms
- Undertakes complex reconciliations, and compiles documentation for legal action
- Maintains accurate individual measurement and performance statistics
- Obtains sufficient information to assess creditworthiness of new and existing customers
- Works within guidelines and reports to Credit Manager or Financial Controller.
- Increased collection rates through proactive account management and regular follow-ups with clients
Senior Customer Service Specialist
TlsContact (Australian Visa Centre)
2017.05 - 2024.06
- Resolve customer complaints via phone, email, mail, or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Act as company gatekeeper
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Read from scripts.
- Collaborated with cross-functional teams to develop new strategies for enhancing overall customer experience.
- Served as escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
- Conducted quality assurance evaluations on customer interactions, providing constructive feedback to enhance service delivery standards.
- Tracked performance metrics to identify areas of improvement, leading to targeted coaching sessions for team members.
- Collaborated with cross-functional teams to develop new strategies for enhancing the overall customer experience
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels
Debtors Clerk
Mastercare
2016.02 - 2016.12
- Keeps records of payments made
- Determines which accounts are overdue
- Contacts companies who owe money in writing or by telephone to recover the outstanding balance
- Makes follow-up calls
- In non-payment cases, makes the decision to 'hand over' to lawyers for collection.
- Maintained filing system and organized customer documents for easy retrieval of information.
Internal Sales Representative
Natgear Manufacturing (PTY, LTD)
Pretoria
2014.09 - 2015.12
- Support Sales team and develop new sales by booking appointments for them on daily basis
- Effectively deal with telephone enquiries requesting quotations for products; compiling information on desired products including prices from external suppliers
- Create quotations from client
- Capturing GRV's on pastel system on daily basis
- Maximize sales by continually expanding orders and up selling on all incoming and outgoing calls
- E-mailing invoices by making use of provided customer list or e-mail addresses on checklists
- Ensure that external sales team are kept informed of any developments relevant to their accounts
Verifier
South African Qualification Authority (SAQA)
2013.10 - 2014.08
- Attend to standard client queries received via phone or email, in accordance with processes and procedures
- Escalate non-standard queries to the Verifier (AD level)
- Refer new clients to the Verifier (AD level) for further processing
- Administer client agreements: Check the agreement to ensure that the information is completed correctly
- Ensure the agreement is signed by the Verifications Manager
- Save and file the signed agreement and submit back to the client
- Update the client details in the Company table of the Verifications database
- Maintain professional working relationships with clients.
Data Migration Officer
South African Qualification Authority (SAQA)
2013.10 - 2014.08
- Responsible for the data transfer of all NLRD information from the electronic Verification records to the data system
- Work is accomplished under general supervision and in collaboration with both the Verification Systems Specialist in preparation for and on-going support of the data migration process
- General oversight of the data migration process is provided by the Verification Systems Specialist.
Personal Assistant
TSHWANE UNINVERSITY OF TECHNOLOGY
2009.01 - 2012.01
- Working in a fast paced environment, giving full administrative and secretarial support to the Deputy Registrar Student Administration
- Provide general secretarial/administration support to Deputy Registrar
- Organising external/internal meetings
- Liaising with other staff regulatory authorities, suppliers and client etc
- Responsible for answering & screening telephone calls and face to face enquiries
- Making Appointments and Arranging travel and accommodation
- Raising purchase order, expense claims and arranging invoices
- Maintaining and enhancing the working environment of the department
- Carrying out routing administrative duties like photocopying and filling etc
- Dealing with incoming emails, faxes and post
- Producing board meeting paper, Agenda, and facilities for meetings
- Promoting a professional image of the company
- Responsible for stationary acquisition including periodicals and subscriptions
- Involved in recruiting temporary staff, budgets and account for the department
- Arrange catering for meetings
- Assisting QVS (Qualification Verification Services) with uploads of former student Academic Records and syllabus.
Assessment Administrator
TSHWANE UNIVERSITY OF TECHNOLOGY
2007.11 - 2008.12
- Register new as well as existing students on ITS database
- Academic Record (official)
- Blocks for students
- Results per semester
- Timetables per semester
- Check student numbers
- Capture marks on ITS
- Distribution/monitoring during exam
- Collect memos 2x daily Central office
- Receive examination scripts from Show ground
- Count scripts & attendance slips and verify against mark sheet
Data Capture New Application
ABSA BANK/ BARKLAYS CREDIT CARD DEPARTMENT
2004.12 - 2007.10
- Capturing of all new applications according to a set of criteria
- Inform clients of status of their application process
- Checking clients profiles(ITC Reports)
- Providing daily stats to the line supervisor
- Update client's profiles accordingly etc
- Report any suspicious applications to fraud department.
Education
Some College (No Degree) - High School Grade 12
Prospertus Secondary School
Pretoria Skills
Telesales skills
Collection Strategy Development
Assertiveness in Collections
Call center experience
Objective - Personal
To belong to a company that encourages growth, and will allow me to demonstrate my abilities to the fullest in so doing it to reach its vision.
References
On Request.
Timeline
Senior Customer Service Specialist
TlsContact (Australian Visa Centre)
2017.05 - 2024.06
Debtors Clerk
Mastercare
2016.02 - 2016.12
Internal Sales Representative
Natgear Manufacturing (PTY, LTD)
2014.09 - 2015.12
Verifier
South African Qualification Authority (SAQA)
2013.10 - 2014.08
Data Migration Officer
South African Qualification Authority (SAQA)
2013.10 - 2014.08
Personal Assistant
TSHWANE UNINVERSITY OF TECHNOLOGY
2009.01 - 2012.01
Assessment Administrator
TSHWANE UNIVERSITY OF TECHNOLOGY
2007.11 - 2008.12
Data Capture New Application
ABSA BANK/ BARKLAYS CREDIT CARD DEPARTMENT
2004.12 - 2007.10
Credit Controller
ABSA CREDIT CARD DEPARTMENT
3 2004
Some College (No Degree) - High School Grade 12
Prospertus Secondary School
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