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Liza De Almeida Cunha
Manager
Centurion
Summary
Dynamic Call Center Manager with a proven track record at Nobods Debt Management, enhancing customer satisfaction through innovative service strategies and effective team coaching. Skilled in quality controls and employee motivation, I successfully improved first-call resolution rates and streamlined operations, fostering a high-performing, engaged workforce dedicated to excellence.
Experienced with managing call center teams to deliver exceptional customer service. Utilizes strategic planning and process optimization to improve efficiency. Track record of fostering team collaboration and ensuring adaptability to changing demands.
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field and outbound calls.
Overview
16
16
years of professional experience
1
1
Language
Work History
Call Center Manager in Debt Collections
Nobods Debt Management
Centurion
05.2024 - Current
- Led daily team meetings to review performance, set targets and motivate staff.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Implemented innovative service strategies to improve customer experience and engagement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Established and oversaw performance targets for call center associates.
- Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
- Developed process controls and metrics for daily management of call center.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 12 call centre agents in providing excellent customer service to callers requiring assistance for doing debt collecting over the phone or even confirmation of employment.
- Supervised 15 field agents in providing excellent customer service to debtor field agent is dealing with face to face or either assisting field agent with any queries regarding devices to do a debicheck.
Debt Collector Manager
Sky Trace / Debit Consulting
Pretoria
04.2015 - 04.2024
- Maintained consistently high success rate of collecting on overdue accounts.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated payment plans with customers to prevent accounts from entering judgements.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Collected on delinquent accounts to reduce overdue balances.
- Enhanced client relationships by providing regular updates on account status and diligently adhering to communication guidelines.
- Identified and contacted customers with overdue accounts to address payment status.
- Improved debt recovery rates by implementing effective negotiation strategies and maintaining professionalism in challenging situations.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Conducted thorough research and investigations into debtor backgrounds, identifying assets and potential leverage points for negotiations.
- Implemented customized payment plans based on debtor''s financial situation, increasing likelihood of full repayments over time.
- Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
- Maintained high volume of calls and met demands of busy and productive group.
- Maintained detailed records of all collection activities, ensuring accuracy and timely reporting to management and clients.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Maintained comprehensive knowledge of state and federal debt collection laws, protecting the company from potential legal issues.
- Assisted in training new hires on company policies, procedures, and best practices for effective debt collection techniques.
- Adapted quickly to changes in industry regulations, incorporating new requirements into daily workflow without compromising productivity or results.
- Streamlined administrative processes, creating efficient workflow systems for tracking and reporting on collection activities.
- Achieved high customer satisfaction, empathetically handling debtor communications and providing clear, helpful information.
- Enhanced team performance with regular training sessions on negotiation and communication techniques.
- Initiated contact with debtors to enquire about financial status and negotiate repayment terms.
- Boosted customer relations, calmly addressing and resolving debtor inquiries and complaints.
- Fostered culture of respect and empathy, guiding debtors towards feasible payment solutions without compromising on amount owed.
- Cross-trained existing employees to maximize team agility and performance.
- Improved marketing to attract new customers and promote business.
- Supervised 42 call centre agents in providing excellent customer service to callers requiring assistance for doing debt collecting over the phone or even confirmation of employment.
- Superviced 7 admin employees to do all administration work relating to all clients i.e. printing, liaising, ITC and all other administrative work related to the company.
- Supervised 49 field agents in providing excellent customer service to debtor field agent is dealing with face to face or assisting field agent with any queries regarding devices to do a debicheck.
Manager
Professional Collections & Investigations
Kempton Park
01.2009 - 02.2015
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with clients through account development.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Improved safety procedures to create safe working conditions for workers.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Led cross-functional teams to achieve targets, fostering collaboration and innovation.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Maintained positive employee relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Education
Popi Law Act Certificate -
African Bank
Midrand 04.2001 -
NVQ Level 4 -
Interface
England 04.2001 -
High School Diploma -
Hoërskool Jeugland
Kempton Park 04.2001 -
Skills
Strong leadership
Call center customer service
Employee motivation
Performance improvements
Software
Internal African Bank System
E4, Exhalibar, Vertex
Additional Information
Reference
Nobods Debt Management
Rika Niemann - Owner
081 360 6827
Reference
Sky Trace / Debit Consulting
Graham Viviërs - Owner
082 554 4863
Timeline
Call Center Manager in Debt Collections
Nobods Debt Management
05.2024 - Current
Debt Collector Manager
Sky Trace / Debit Consulting
04.2015 - 04.2024
Manager
Professional Collections & Investigations
01.2009 - 02.2015
Popi Law Act Certificate -
African Bank
04.2001 -
NVQ Level 4 -
Interface
04.2001 -
High School Diploma -
Hoërskool Jeugland
04.2001 -
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