Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lucia Mashaba

Call Center Agent
Gauteng

Summary

Dynamic customer service professional with a proven track record at Vertex Solutions, excelling in problem-solving and negotiation. Skilled in enhancing client relationships and achieving high success rates in debt recovery. Adept at utilizing effective communication and analytical skills to deliver exceptional service and drive performance improvements.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Cc Soft Agent

Vertex Solutions
  • Informed clients of policies and procedures.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.

Debt Collector

Fourier & Truter Inc Attorneys
09.2024 - Current
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • 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.
  • Negotiated payment plans with customers to prevent accounts from entering collections.
  • 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.
  • Achieved successful settlements by skillfully negotiating terms agreeable to both parties involved in disputes.
  • Improved debt recovery rates by implementing effective negotiation strategies and maintaining professionalism in challenging situations.
  • Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
  • Conducted thorough research and investigations into debtor backgrounds, identifying assets and potential leverage points for negotiations.
  • Contributed to team success by consistently meeting or surpassing established performance metrics with professionalism and expertise.
  • 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.
  • Collaborated with other departments to verify customer compliance with payment plans.

Help Desk

Discovery Sandton
01.2018 - 03.2019
  • Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
  • Provided basic end-user troubleshooting and desktop support.
  • Collaborated with cross-functional teams for seamless integration of IT services throughout the company.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Education

Matric -

Zitikeni High School
Tembisa

Communication -

Unisa
Pretoria

Skills

Till counting

Certification

Matric

Timeline

Debt Collector

Fourier & Truter Inc Attorneys
09.2024 - Current

Help Desk

Discovery Sandton
01.2018 - 03.2019

Matric

12-2000

Cc Soft Agent

Vertex Solutions

Matric -

Zitikeni High School

Communication -

Unisa

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Lucia MashabaCall Center Agent