KEATLARETSE MASIANE
Summary
A results-driven and strategic leader with over 10 years of experience in contact centre operations, specializing in collections, campaign analysis, and team management. Proven track record of driving performance against SLAs and targets through effective coaching, data-driven strategy, and stakeholder engagement. Strong background in both people management and operational analytics, with expertise in identifying trends, forecasting, and implementing targeted improvement plans. Holds a valid RE5 Certificate (Representative), demonstrating comprehensive knowledge of the FAIS Act and regulatory compliance in the financial services sector. Currently pursuing a Bachelor in Business Administration to further enhance strategic and managerial capabilities.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Team Leader: Collections
Nutun
07.2025 - Current
- Lead and manage a team of collections consultants to achieve monthly collection and operational targets.
- Monitor KPIs including productivity, contact rates, conversion, quality, and attendance.
- Provide structured coaching and performance management to improve individual and team results.
- Analyze operational reports to identify gaps and implement improvement plans, driving effective collection strategies.
- Manage escalated queries and ensure professional, timely resolution while adhering to company policies and regulatory requirements.
Team Leader: Collections
Nimble Credit Solutions
02.2024 - 06.2025
- Drove team performance against collection targets and SLAs through daily briefings and performance reviews.
- Monitored call quality and provided constructive feedback to improve customer engagement and compliance.
- Collaborated with QA, Training, and Workforce Management teams to improve service delivery.
- Compiled and presented regular performance reports to senior management, highlighting trends and corrective actions.
- Fostered a high-performance culture through accountability, recognition, and continuous improvement.
Call Centre Supervisor / Campaign Analyst
Stanley Brodkin Maditsi Attorneys
01.2021 - 01.2024
- Prepared post-campaign reports using customer segmentation, propensity models, and statistical insight analysis.
- Developed strategic insights from campaign data and created campaign briefs for call and email initiatives.
- Created daily, weekly, bi-weekly, monthly, and annual forecasts for operational planning.
- Key Achievement: Identified and targeted dormant files by sending bulk encrypted emails and SMS's, effectively recovering non-paying accounts (Standard Bank Home Loans/MyAttorney).
Collections Call Centre Team Leader
HTN Attorneys
03.2016 - 12.2020
- Managed team productivity, compliance, and quality standards.
- Executed collections campaign strategies to achieve set targets and revenue goals.
- Analyzed agent performance to ascertain areas for improvement and provided targeted development.
- Managed service delivery within predefined call centre standards and maintained strong client relationships.
Collections Call Centre Supervisor / Productivity Manager
Munnik Basson Dagama Legal
01.2011 - 02.2016
- Oversaw day-to-day operations including productivity measurement, compliance, and reporting.
- Managed people and performance, ensuring team goals aligned with organizational objectives.
- Fostered strong relationships to ensure effective service delivery.
Education
Bachelor in Business Administration -
President Mangope Technical & Commercial High School
12-2008
Skills
- Leadership & Management
- Team Leadership
- Performance Management
- Coaching & Mentoring
- Workforce Planning
- Collections & Operations
- Debt Recovery
- Negotiation
- Compliance & Quality Assurance (QA)
- SLA Management
- Analytics & Reporting
- Campaign Analysis
- Performance Trend Analysis
- Forecasting (Weekly, Monthly, Annually)
- Data Segmentation
- Communication
- Stakeholder Engagement
- Escalation Management
- Conflict Resolution
Certification
RE5 Certificate (Representative), FAIS Compliance
Custom
062 1646 050, 064 909 6607, masianekeatlaretse@gmail.com
Timeline
Team Leader: Collections
Nutun
07.2025 - Current
Team Leader: Collections
Nimble Credit Solutions
02.2024 - 06.2025
Call Centre Supervisor / Campaign Analyst
Stanley Brodkin Maditsi Attorneys
01.2021 - 01.2024
Collections Call Centre Team Leader
HTN Attorneys
03.2016 - 12.2020
Collections Call Centre Supervisor / Productivity Manager
Munnik Basson Dagama Legal
01.2011 - 02.2016
Bachelor in Business Administration -
President Mangope Technical & Commercial High School