Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Kaylene Louw

Cape Town,WC

Summary

I am calm and eager to learn. I have a track record of overseeing and managing operations to meet business objectives. Strong knowledge of budget administration, business development and key decision making. Disciplined and forward-thinking 2iC with excellent communication and team-building skills.

Overview

16
16
years of professional experience

Work History

2iC

Capfin
03.2021 - Current


  • Completing scorecards and providing performance feedback.
  • Conducting Return to Work paperwork and interaction, completing and issuing QA coaching and counseling, and completing and issuing foot finders.
  • Completing and writing Team MOM stats reports, Team Weekly Reports, and logging ADH queries.
  • Logging system issue queries.
  • Updating Sage transactions.
  • Completing weekly audits, ad-hoc filling and organizing. and updating Trackers-absence - PTK -QA
  • Floor Assistance
  • Conducting Team meetings.

Escalations Processing Consultant

Capfin
09.2019 - Current
  • Enhanced communication among team members to foster collaborative and supportive work environment.
  • Investigation on applications not processing.
  • Monitoring and auditing application start to end time.
  • Auditing and reporting on department's work quality and logging all issues relevant to escalations.
  • Creating and updating trackers and reports on All Escalation Productivity.
  • Monitoring breaks/shifts and schedules of the escalations team.
  • Investigating issues on application status and errors made by consultants in the document vetting department.
  • Assisting queries from departments such as CS and NB
  • Training where improvements are required by the team and weekly/ monthly meetings with management.
  • Liasing with Loan origination management.


Document Vetting Specialist

Capfin
12.2015 - Current
  • Capture data from source documents by critically applying the standard operating procedure of the organization and complying with the legislative regulations of South Africa.
  • Evaluate information to determine compliance with SOP
  • Read source documents, verify customer data, and check source documents for date and monetary values.
  • Obtain income frequency from source document, analyze data, obtain net income from source data and more.
  • Auditing for POI's to ensure capturing in line with NCR
  • Tasks and ad hoc duties from direct line managers.


Business Consultant

Capfin
04.2015 - 12.2015
  • To provide immediate call solutions to customers in an efficient manner and with a positive attitude.
  • Call processing (outbound)
  • Capturing client info and processing loan applications.
  • Problem solving (FCR)
  • Query management.

Customer Service Consultant

RCS
01.2014 - 04.2015
  • Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
  • Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
  • Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
  • Inbound call handling and client account management.
  • Client credit checks and verification.


Kids Coordinator

IOWA Spur Soneike
01.2008 - 12.2009
  • Safe management of minors
  • Cleanliness of area and equipment checks (functionality assurance)
  • Fun interaction (face painting and activities)

Education

HR Management Diploma

MSC Business College
12.2025

Contact Centre Operations: NQF5

People Solutions
06.2023

Contact Centre Operations: NQF4

People Solutions
09.2020

Sarepta Secondary School
Matric
04.2001 -

Skills

Staff Development

Additional Information

Capfin

  • Amien Isaacs - 087354 5024
  • Monique Michaels - 087 354 5112
  • Vernall November - 076 858 2287


RCS Financial Credit Services

  • Mart- Marie Smiles 021 597 4000
  • mart-maries@rcsgroup.co.za

Timeline

2iC

Capfin
03.2021 - Current

Escalations Processing Consultant

Capfin
09.2019 - Current

Document Vetting Specialist

Capfin
12.2015 - Current

Business Consultant

Capfin
04.2015 - 12.2015

Customer Service Consultant

RCS
01.2014 - 04.2015

Kids Coordinator

IOWA Spur Soneike
01.2008 - 12.2009

Sarepta Secondary School
04.2001 -

HR Management Diploma

MSC Business College

Contact Centre Operations: NQF5

People Solutions

Contact Centre Operations: NQF4

People Solutions

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Kaylene Louw