Work Preference
Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
References
Generic
Jabulile Jabulile Makhubu
Open To Work

Jabulile Jabulile Makhubu

Mamelodi East

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Central Application Service Pilot Escalation AgentRecoveries AgentSoft CC AgentCareer Practitioner

Work Type

Full TimePart TimeContract Work

Location Preference

On-SiteRemoteHybrid
Location: Mamelodi East, ZA
Open to relocation: Yes

Important To Me

Career advancementWork-life balanceFlexible work hoursWork from home optionHealthcare benefitsPersonal development programs

Summary

Administrative and learner support professional with over 10 years of experience in higher education, public service, and client service environments. Skilled in managing high-volume enquiries, resolving escalations, and supporting programme administration, stakeholder engagement, and reporting in line with DHET policies. Experienced in programme coordination, records management, and meeting support, with a strong ability to maintain accurate data and support multi-stakeholder processes. Highly organised and detail oriented, with a proven ability to perform effectively under pressure while delivering professional, efficient, and high-quality service.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Central Application Service Pilot Escalation Agent

Central Application Office Seconded to DHET
Pretoria
05.2022 - 03.2026
  • Delivered frontline learner support across phone, email, WhatsApp, and in-person channels, managing 400–800 queries per month and ensuring accurate, timely resolution of application, admission, and funding enquiries.
  • Managed and resolved 20–50 escalated cases monthly, collaborating with universities, TVET colleges, and internal stakeholders to ensure effective resolution and service recovery.
  • Identified query trends and contributed to service improvements, including enhanced escalation processes and applicant experience strategies.
  • Coordinated outreach initiatives, including school visits, career fairs, and application clinics supporting 50–150 learners per session.
  • Provided guidance to clients and partners with technical support on the CAS system, ensuring compliance with DHET policies and accurate data capture for applications and qualifications.
  • Compiled weekly, monthly, and quarterly reports, conducted data verification, and maintained accurate records to ensure data integrity and audit readiness.
  • Coordinated meetings (scheduling, agendas, minute-taking) and managed stakeholder communication, including high-volume email correspondence.
  • Supported qualification maintenance by assisting institutions with updating programme information, admission requirements, and system data.
  • Ensured accuracy and quality control of institutional data to improve application processing efficiency and compliance with DHET standards.
  • Supervised 4 service team members, ensuring quality control, task allocation, and adherence to service delivery standards.

Recoveries Agent

Louw Genius and Rajoor Inc
Pretoria
11.2017 - 04.2022
  • Managed 200+ inbound and outbound calls daily, resolving customer queries and conducting collections while maintaining accurate records in line with compliance standards.
  • Consistently ranked among the Top 5–10 performing agents, achieving and exceeding monthly collection and recovery targets.
  • Processed and verified debt recovery claims, ensuring accuracy of payments, supporting documentation, and adherence to company and regulatory policies.
  • Maintained and updated debtor accounts, including payment histories, account status tracking, and outstanding balances.
  • Negotiated payment arrangements and settlements, improving recovery rates and achieving mutually beneficial outcomes for clients and debtors.
  • Utilised CACS and Excalibur systems to verify client information, assess account status, and support debt review and settlement processes.
  • Conducted account investigations to support informed decision-making in collections and recovery processes.
  • Ensured data integrity and audit readiness through accurate record-keeping, verification, and system updates.
  • Supported administrative functions, including claims processing and operational coordination.

Soft CC Agent

Ver-Tex Solutions
Pretoria
12.2015 - 11.2017
  • Conducted 200+ outbound calls daily as part of targeted collection campaigns, improving Right Party Contact (RPC) rates through consistent follow-ups and effective communication.
  • Resolved customer disputes, negotiated payment arrangements, and secured approvals for NAEDO debit orders, contributing to increased cash recovery.
  • Consistently met and exceeded monthly collection and Net Revenue (NR) targets, demonstrating strong performance in a high-pressure environment.
  • Maintained accurate and up-to-date debtor records through effective account tracing, verification, and system updates.
  • Achieved 95%+ data accuracy in debtor record management.
  • Applied skip tracing techniques to locate clients and improve recovery rates on delinquent accounts.
  • Collaborated with team members to implement debt recovery strategies, contributing to improved team performance and collection outcomes.

Career Practitioner

Gauteng City Region Academy Based at Gatang Secondary School
Pretoria
11.2011 - 12.2015
  • Delivered career education support to 100–200+ high school learners per term under the Gauteng City Region Academy (GCRA), improving awareness of subject choices and post-school opportunities.
  • Assisted 3 Life Orientation (LO) teachers with lesson facilitation, career guidance materials, and learner support activities.
  • Conducted 10–20 one-on-one and group career counselling sessions weekly, guiding learners on subject selection, study pathways, and career planning.
  • Coordinated examination processes for 100+ learners, supporting scheduling, invigilation, and marking administration to ensure smooth delivery.
  • Maintained and updated 100+ learner records, ensuring accuracy and compliance with school and programme requirements.
  • Supported school admissions processes, assisting with application handling and learner placement coordination.
  • Organised and facilitated 2–4 career expos, workshops, and information sessions per term, engaging external stakeholders to expand learner opportunities.
  • Engaged with learners to address academic and personal concerns, providing guidance and referrals to appropriate support services.
  • Collaborated with educators and stakeholders to improve learner participation and programme effectiveness.
  • Provided administrative and programme coordination support, ensuring alignment with GCRA and school policies.

Education

Bachelors Degree - Information Science

University of South Africa
Pretoria, South Africa
05-2027

Higher Cerficicate - Higher Cerficicate in Adult Basic Education

Universty of South Africa
Pretoria, South Africa
05-2021

Grade 12 - Matric

Jafta Mahlangu Secondary School
Pretoria, South Africa
12-2010

Skills

  • Administrative Coordination & Office Management
  • Programme & Project Support
  • Stakeholder Engagement & Communication
  • Meeting Coordination, Minute-Taking & Diary Management
  • Data Management, Reporting & Record Keeping
  • Student & Client Support (Multi-channel)
  • Escalation Handling & Problem Solving
  • Systems & Data Processing (CAS, CACS, Excalibur, MS Office)
  • Leadership & Team Supervision
  • Event, Workshop & Outreach Coordination

Certification

  • MS Excel Level 2 - September 2011
  • Career Practitioner Assist and Support Learners - PACE Career Centre- 07-11 November 20211

LANGUAGES

English – Fluent
IsiZulu – Fluent
Sepedi – Fluent
Setswana – Conversational
Tsonga – Conversational

Timeline

Central Application Service Pilot Escalation Agent

Central Application Office Seconded to DHET
05.2022 - 03.2026

Recoveries Agent

Louw Genius and Rajoor Inc
11.2017 - 04.2022

Soft CC Agent

Ver-Tex Solutions
12.2015 - 11.2017

Career Practitioner

Gauteng City Region Academy Based at Gatang Secondary School
11.2011 - 12.2015

Bachelors Degree - Information Science

University of South Africa

Higher Cerficicate - Higher Cerficicate in Adult Basic Education

Universty of South Africa

Grade 12 - Matric

Jafta Mahlangu Secondary School

References

1. Natina Mpahlwa
Deputy CAS Pilot Service Coordinator – Supervisor (DHET)
073 821 5342
mpahlwa.n@dhet.gov.za

2. Geoffrey Letsoalo
CAS Operations Manager (CAO Seconded to DHET)
064 520 2818 / 082 780 6021
Letsoalo.g@dhet.gov.za

3. Julia Setsetse
Call Centre Team Leader – Former Supervisor (LGR Inc)
078 237 9169

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Jabulile Jabulile Makhubu