Lusanda Gola
Port Elizabeth
Summary
Results-driven professional with 15 years in financial services and customer engagement across branch and call center environments. Expertise in driving business performance through administration, team leadership, credit control, and client service. Proven ability to manage operational data, ensure compliance, and handle financial administration. Committed to staff development and fostering positive stakeholder relationships, seeking a leadership role to enhance operational excellence.
Overview
1
1
Language
16
16
years of professional experience
Work History
Customer service consultant
Old Mutual Finance
PE Area
06.2021 - Current
- Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
- Called allocated customers to build relationships and served as first point of contact for resolving queries and complaints.
- Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
- Conducted interviews with customers using multilevel sales script to clarify requirements and assisted in gathering detailed notes from potential customers.
- Gained understanding of organization's policies and relevant regulatory codes to ensure adherence in daily responsibilities.
Collections Coach
Old Mutual Finance
PE Area
01.2015 - 06.2021
- Coach branch staff on arrears management strategies and enforce standard operating procedures to improve collections performance.
- Captured, monitored, and analyzed collection data using internal systems to track progress and pinpoint areas for improvement.
- Collaborate with branch managers to support underperforming consultants and ensure full compliance with client service standards.
- Collaborated with branch managers to enhance support for underperforming consultants and ensure compliance with client service standards.
- Managed and updated statistics, credit registers, and procurement-related documents securely and accurately.
Call Center Agent
Old Mutual
Pinelands
07.2010 - 12.2014
- Manage high volumes of customer calls while maintaining a calm and efficient service delivery standard. Maintain adherence to compliance protocols and provide accurate responses based on service guidelines.
- Captured client data accurately in system, ensuring confidentiality and compliance with policy standards to protect sensitive information.
- Handle customer complaints and escalate where necessary while ensuring professional and timely follow-up.
- Respond to routine inquiries, follow up on unresolved issues, and escalate complex problems for immediate attention.
- Managed high volumes of customer calls, maintaining calm and efficient service delivery while adhering to compliance protocols and providing accurate responses based on service guidelines.
- Capture and update client records and issue logs to support data accuracy and service tracking.
- Handled customer complaints and escalated issues when necessary, ensuring professional and timely follow-up to enhance customer experience.
- Assist with distribution and processing of service-related documentation, including filing and internal routing.
Education
Diploma - Entrepreneurship
Cape Peninsula University of Technology
Cape Town, South Africa 04.2001 -
High School Diploma -
Lagunya High School
Cape Town, South Africa 04.2001 -
Skills
Data management
Order management
Scheduling coordination
Complaint handling
Call center experience
Inbound call management
Customer engagement
Office administration
Database management
Section name
- Dear Hiring Manager
- I am writing to express my interest in the School Administration Clerk position at your institution. With over 15 years of experience in administration, client service, and operations management most recently in a leadership role at Old Mutual Finance I have developed the skills and discipline necessary to manage a wide range of clerical and administrative responsibilities effectively.
- In my previous roles, I have successfully maintained document and filing systems, processed procurement forms, managed asset registers, updated staff attendance and leave records, and provided comprehensive administrative support to teams and departments. I have consistently ensured data accuracy, organizational compliance, and efficient communication across departments. My strong interpersonal skills allow me to liaise confidently with both internal and external stakeholders, including parents, staff, and service providers.
- I am also highly proficient in handling confidential information, capturing learner data, preparing documentation, and supporting financial processes such as travel claims and petty cash. I take pride in my attention to detail, honesty, and ability to work under pressure qualities that are essential in a school administrative environment.
- I believe my extensive administrative background, combined with my commitment to service excellence and ability to multitask in a fast-paced environment, makes me an ideal candidate for this position. I am enthusiastic about contributing to a positive and supportive learning environment and would welcome the opportunity to add value to your administrative team.
- Thank you for considering my application. I look forward to the opportunity for an interview where I can further demonstrate how my experience aligns with your school’s needs.
- Yours sincerely
- Lusanda Gola
Timeline
Customer service consultant
Old Mutual Finance
06.2021 - Current
Collections Coach
Old Mutual Finance
01.2015 - 06.2021
Call Center Agent
Old Mutual
07.2010 - 12.2014
Diploma - Entrepreneurship
Cape Peninsula University of Technology
04.2001 -
High School Diploma -
Lagunya High School
04.2001 -