Lebogang Chepape
Johannesburg
Summary
Results-driven Collections Agent recognized for high productivity levels and efficient task completion. Specialize in negotiation, regulatory compliance, and customer relationship management. Excel in communication, empathy, and problem-solving to navigate complex collections scenarios effectively. Committed to maintaining professionalism and integrity while achieving positive outcomes for both company and clients.
Overview
5
5
years of professional experience
Work History
Collections Agent
Nutun
Johannesburg
01.2024 - Current
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Identified past due accounts and contacted account holders, facilitating payment arrangements and reducing outstanding balances.
- Managed customer accounts, achieving timely debt recovery through proactive follow-up.
- Communicated with clients to clarify payment options and arrangements, enhancing understanding and compliance.
- Resolved disputes and inquiries related to outstanding balances.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Resolved balance errors using accounting software.
- Documented collection activities in the company's CRM system.
- Provided training and support for new collections agents.
NPS CHAMPION
MERCHANTS
JOHANNESBIRG
09.2022 - 01.2024
- Enhanced agent performance by conducting regular feedback sessions focused on communication skills and problem-solving.
- Evaluated compliance accuracy and politeness in sales and service calls, providing actionable insights through scorecard evaluations.
- Analyzed KPIs to identify performance trends, delivering management reports that pinpointed areas for improvement.
- Participated in calibration sessions to standardize scoring practices within the team.
- Worked closely with trainers to implement training programs that addressed identified knowledge gaps.
Billing Customer Service Representative
Merchants CX
Johannesburg
03.2021 - 08.2022
- Assisted customers with billing inquiries and account management.
- Processed account updates and corrections in billing systems.
- Educated customers on billing policies and service features, enhancing their understanding and satisfaction.
- Collaborated with technical support to address system issues.
- Maintained accurate records of customer interactions and transactions.
- Trained new staff on customer service protocols and systems.
- Analyzed customer trends to identify process improvement opportunities, contributing to streamlined operations.
- Actively monitored incoming calls, emails, chats for billing-related questions, inquiries from customers.
- Advised customers on how best to manage their accounts in order to avoid late fees or penalties.
- Collaborated with other departments to resolve billing discrepancies, ensuring timely and accurate solutions.
- Assisted customers with setting up new services or making changes to existing services.
- Provided detailed information to customers about their accounts, including payment history and current balance due.
- Developed strategies to reduce delinquent payments and improve overall customer satisfaction.
- Handled customer inquiries and complaints regarding billing issues via telephone, email, and other communication channels.
- Researched and resolved complex billing disputes in a timely manner.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Education
High School Diploma -
Athlone High School For Girls
Johannesburg12-2008
Skills
- Debt collection
- Payment processing systems
- Negotiation techniques
- Client relationship management
- Conflict resolution
- Problem-solving skills
- Collaborative teamwork
Accomplishments
- Top performer Award , Q4 2024
Timeline
Collections Agent
Nutun
01.2024 - Current
NPS CHAMPION
MERCHANTS
09.2022 - 01.2024
Billing Customer Service Representative
Merchants CX
03.2021 - 08.2022
High School Diploma -
Athlone High School For Girls