Dimakatso Beauty Boikanyo
Customer Service Consultant
Johannesburg,Gauteng
Summary
Solve problems. Motivate the team. Advanced computer Literacy MS Excel and Word Proficient. Attention to detail. Team Player, Excellent people skills Ability to work unsupervised. Personable member service representative offering 5 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products or services and maintaining loyal satisfied customers focused on surpassing expectations and driving team success.
Knowledgeable Customer Service Consultant experienced serving customers' needs and cross-selling company offerings. Offer exceptional support by staying current on company policies and asking targeted questions to quickly get to root of issues. Successful at consistently exceeding performance targets.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Customer Services Consultant
INTUATVE PAYMENT DISTRIBUTION AGENCY
TSHWANE
01.2023 - Current
- Collections and distribution
- AVS account numbers so new Debi Check mandates can be sent out
- Take ownership of the resolution of queries and customer satisfaction by conducting investigations into client queries and responding to clients via the Query management system to provide resolution in order to create measurable levels of customer satisfaction
- Ad Hoc duties that form part of transactional processing
- Practice accountability, efficiency and consistency when resolving client queries
- Innovative and proactive mindset so as to identified and improve systems and processes to ensure that the best services is delivered to clients and holistic methods of prevention can be identified
- Be tenacious in the efforts to resolve client queries and ensure SLA's are maintained throughout the query life-cycle
- Load new Debi Checks for debt review payments
- Refund outstanding funds on consumers profile10
WhatsApp Channel Collections Team Leader
The Workforce Group
Johannesburg
06.2022 - 01.2023
- Supervise how many chats are sent and responded to daily.
- Capturing WhatsApp arrangements
- Report on the volume of WhatsApp messages sent and responded
- Solving queries
- Updating the WhatsApp platform
- Creating Templates that are best suitable for both client and agent
- Report on arrangements made and money collected on the social media platform.
- Provide matters and Run settlement campaigns.
- Reach given collection target 100k monthly
- Completed bi-weekly payroll for 20 employees.
Debt Collections Team Leader
The Workforce Group
Johannesburg
01.2021 - 06.2022
- Reporting on the Performance of 30 agents on a weekly basis
- Doing collections figures
- Daily report for management
- Doing system training for agents
- Setting strategy and monitoring progress towards goals
- Manage the operation and Admin.
- Loading Debi check payment arrangements
- Ensure Queries are attended to within the prescribed SLA
Call Center (Credit Control) Representative, Debt Collector
The Workforce Group
Johannesburg
01.2016 - 01.2020
- Target based collection
- As a call center representative, I work in a team of approximately 20 people and I'm responsible for making outbound customer calls
- Collecting on a book worth 3.4million
- My daily activities include: -Making outbound customer calls -Handling complains -Replying to Hello peter complaints/ reviews -Providing feedback to customers, maintaining customer relations, follow-ups on due accounts
- Deescalating customer complaints
- Doing PTPs (daily arrangements) daily basis.
- Giving settlements and reaching the required monthly target
- Invoicing -allocations -sending out statements and reports
- Making sure that the correct premium due is collected using all methods of collection.
- Ensure that the premium received is in line with the expected rates and number of members.
- Allocate all premiums received to the correct schemes and ensure that premium is allocated at member level.
- Ensure that the correct pre-debit (expected premium income) is raised, and adjustments are reflected accurately so that the overall debtor's book reflects the correct balances.
Legal Processing Clerk
The Workforce Group
Johannesburg
01.2016 - 12.2016
- Company Overview: Debtworx is a collections company specializing in debt collections and customer experiences and customer interaction.
- Drafting of summons
- Giving matters to the sheriff
- Capturing of EAO's
- Calling debtors with judgments to collect from them.
- Calling HR to reinstate a garnishing order and send updated statements.
- Debtworx is a collections company specializing in debt collections and customer experiences and customer interaction.
- Maintained litigation docket and calendars for over 100 attorneys, noting deadlines for responsive pleadings, motions and other important deadlines.
- Maintained litigation docket and calendars for over 100 attorneys, noting deadlines for responsive pleadings, motions and other important deadlines.
Education
BCOM BMA - Business Management
University of South Africa
01.2023 - Current
Higher certificate - banking
University of South Africa
TSHWANE01.2022
Business Administration NQF3 -
SETA
Johannesburg11.2019
Matric/ Grade 12/ National Senior Certificate -
Lenasia South Secondary
Johannesburg12.2012
Labour Relations NQF5 - Labour Relations
Training Force SETA
Johannesburg07.2023
Skills
Critical thinking
Verbal and written communication
Call centre operations
People management
Customer Relationship Management
Problem-solving skills
Inbound/ outbound phone calls
Quality Assurance Controls
Attention to detail
Time management
Microsoft Excel
Education Summary
- BCOM BMA: Bachelor of Commerce, University of South Africa, Business Management, Continuing education in Business Management - CURRENT
- Labour Relations, Training Force SETA, Parktown, Johannesburg, 03/01/21
- Higher Certificate in Banking, University of South Africa, Pretoria, South Africa, 12/01/20
- Business Administration NQF4, SETA, Parktown, 10/01/19
- Matric/Grade 12/National Senior Certificate, Lenasia South Secondary, 12/01/12
Timeline
Customer Services Consultant
INTUATVE PAYMENT DISTRIBUTION AGENCY
01.2023 - Current
BCOM BMA - Business Management
University of South Africa
01.2023 - Current
WhatsApp Channel Collections Team Leader
The Workforce Group
06.2022 - 01.2023
Debt Collections Team Leader
The Workforce Group
01.2021 - 06.2022
Call Center (Credit Control) Representative, Debt Collector
The Workforce Group
01.2016 - 01.2020
Legal Processing Clerk
The Workforce Group
01.2016 - 12.2016
Higher certificate - banking
University of South Africa
Business Administration NQF3 -
SETA
Matric/ Grade 12/ National Senior Certificate -
Lenasia South Secondary
Labour Relations NQF5 - Labour Relations
Training Force SETA