Ivy Moyo
Client Liaison Administrator
Klipspruit Soweto,Gauteng
Summary
Self-motivated Administrator brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Debt Collector
TAL Recoveries
06.2006
- Collecting money from accounts that are overdue, internal tracing, making payment arrangements and capturing contact information and arrangements. Sending SMSs for overdue accounts.
Client Liason Officer
Shapiro Shaik Defries and Associates
10.2018 - Current
- Reconciliation of Commission Files Client Setup Client Communication Process payment files. Reporting Handover Files Balancing Files
Customer Service Team Leader
Kwese TV / iContact
01.2017 - 06.2018
- Dealing with external customers, fellow staff members and the various Kwese Team. Ensure that you analyze the stats and draw up and implement action plan coaching and training for all under performers, ensuring that they catch up/achieve their weekly target/standards; Ensure that any customer queries referred to you are responded to and resolved timeously; To be responsible for providing customers with accurate information. Provide the highest level of personalized customer care and service. Level of service must be professional & efficient; To be responsible for maintaining the absolute accuracy of information altered or captured by you on the IContact/Kwese database; To be responsible for meeting Company service levels, as set out in your Performance agreement, as amended from time to time; Ensuring the Kwese Agents effectively, efficiently and professionally attend to customer queries (telephonically, via email, web chat and social media) and provide feedback timeously; Exceeding Kwese / iContact Company targets/standards set for you from time to time. Ensuring that SLA as per company requirement is met by all Kwese / iContact departments and persons.
Customer Service Team Leader (Inbound and Outbound)
SSDA
06.2006 - 01.2017
- To performance manages admin agents; Manage daily, weekly and monthly stats and performance reviews; Ensure that the teams reach their daily, weekly and monthly targets, as amended monthly; Ensure that Daily Stats are prepared timeously and accurately, daily by 11am and analyze the stats and draw up and implement action plan coaching and training for all poor performers, ensuring that they catch up/achieve their weekly target; Ensure that all poor performance is identified timeously (daily) or in weekly Performance Assessments, and that poor performers are issued necessary disciplinary counseling documents in accordance with the Labor Relations Act and SSDA rules and policies, as amended from time to time; Ensure that all staff are adequately trained and motivated. To inform my manager of training requirements for staff. Train and coach, your staff ensuring that training occurs in the shortest possible time: Monitor late coming, leave submissions and any other staff discipline problems are adequately dealt with and reported to Manager. To keep record of all incidents, as required by Manager, of late coming and discipline for reference and follow-up purposes. To discipline staff, as requested by Manager, as required by the SSDA Disciplinary Code of Conduct and feedback this information to Manager and relevant Admin Controller daily; Maintained for all staff files; Attend to all escalated queries and ensure agents give best customer service as per company policies and procedure.
Finance Department (Back Office Administrator)
Shapiro Shaik Defries and Associates
09.2013 - 03.2014
- Transferring Payments, Dealing with Exceptions and provide reconciliations where necessary. filing leave forms, Coordinate office activities and operations to secure efficiency and compliance to company policies, doing company register, Switch board Operator, manage phone calls and correspondence (e-mail, letters, packages etc.), Manage all bill payments and customer invoicing as per the deadlines. Keep stock of office and place orders when necessary.
Education
Financial Management (In Progress) - Programe in Financial Management
Unisa
Pretoria, South Africa 04.2001 -
National Certificate - Generic and Strategic Management L5
Service Seta
01-2022
Specialized Leadership Training Course
01-2018
Matric -
The- Jane Secondary School
01-2002
Skills
DATA CAPTURING
OFFICE ADMINISTRATION
MANAGEMENT SKILLS
ATTRIBUTES
Accuracy in data capture, strong administration skills, Multi-tasking, Excellent communication
Timeline
Client Liason Officer
Shapiro Shaik Defries and Associates
10.2018 - Current
Customer Service Team Leader
Kwese TV / iContact
01.2017 - 06.2018
Finance Department (Back Office Administrator)
Shapiro Shaik Defries and Associates
09.2013 - 03.2014
Debt Collector
TAL Recoveries
06.2006
Customer Service Team Leader (Inbound and Outbound)
SSDA
06.2006 - 01.2017
Financial Management (In Progress) - Programe in Financial Management
Unisa
04.2001 -
National Certificate - Generic and Strategic Management L5
Service Seta
Specialized Leadership Training Course
Matric -
The- Jane Secondary School