Marcelle Groenewald

Risk Department

• Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
• Ensure that the organization complies with relevant laws, regulations, and industry standards. This may involve developing compliance policies, conducting audits, and providing guidance on adherence to regulatory requirements.
• Onboarded new employees with training and new hire documentation.
• Accomplished multiple tasks within established timeframes.
• Conducted thorough investigations into disputed refund claims, gathering necessary information to make informed decisions on behalf of the company.
• Managed and motivated employees to be productive and engaged in work.
• Controlled costs to keep business operating within budget and increase profits.
• Collaborated with other departments to develop new policies and procedures that addressed emerging risks or trends in the industry.
• Prevented fraudulent activities by carefully reviewing each claim''s legitimacy before issuing any refunds.
• Developed strong relationships with internal stakeholders, promoting a culture of risk awareness and accountability.
• Provided detailed reports on refunds activity to management for review and analysis.
• Managed a high volume of refund cases, prioritizing workload to meet deadlines and maintain customer satisfaction.

Customer Service Manager

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
• Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
• Resolve customer complaints while prioritizing customer satisfaction and loyalty.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Identified opportunities and found solutions for continuous improvement.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
• Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
• Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
• Increased sales revenue by developing and implementing effective sales strategies.
• Optimized sales funnel management, enhancing lead generation and conversion rates.
• Streamlined sales processes for efficiency, adopting new CRM tools and technologies.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Quality Assurance Department

• Manage a team of Quality Assessors whose main role is to monitor across channels (calls, live chats, emails and internal processes)
• Assessed product quality by monitoring quality assurance metrics, reports and dashboards through sampling.
• Investigated customer complaints and performed corrective actions to resolve quality issues.
• Implemented new quality assurance and customer service standards.
• Conducted risk assessments to identify and mitigate potential quality issues.
• Performed root cause analysis to identify and resolve quality issues and defects.
• Collaborated with cross-functional teams to develop and implement process and system improvements.
• Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
• Established and tracked quality department goals and objectives.
• Determined quality department standards, practices, and procedures.
• Manage the performance of the Quality Assessors, coach and develop them.
• Document internal audits and other quality assurance activities.

Verifications Manager

• Maximized performance by monitoring daily activities and mentoring team members.
• Accomplished multiple tasks within established timeframes.
• Developed and implemented business strategies to achieve business goals and stay competitive.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Managed and motivated employees to be productive and engaged in work.
• Onboarded new employees with training and new hire documentation.
• Cross-trained existing employees to maximize team agility and performance.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Assured consistent quality of production by implementing and enforcing automated practice systems.
• Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
• Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
• Inspected products and worker progress throughout production.
• Reported production malfunctions to managers and production supervisors.

Quality Assurance Specialist

• Responsible for monitoring and maintaining quality and compliance
• Monitor and analyze service interactions between agents and customers.·
• Provide quality, consistent and objective feedback to agents about their performance
• Provide feedback to managers and team leaders about agents performance
• Conduct root cause analysis to identify reasons for gaps in performance
• Analyze performance requirements through needs analysis skills gap analyses
• Ensure quality is consistent and all agents are compliant during client interaction
• Communicate the identified gaps in current quality delivery and performance
• Ensure comprehensive feedback is given to the operational areas when errors and risk occur
• Provide weekly reporting on all agents in summary format
• Giving quality assurance advice to the company department as required.
• Comply with all policies & procedures to facilitate internal cooperation.
• Continuously revise targets, priorities standards and provide recommendations for changes where needed.
• Liaise with Key people to ensure alignment, consistency and calibration within the business

Quality Assurance and Compliance Specialist

• Ensure that the required number of audits are performed on a weekly / Monthly basis
• Ensure that the highest standards and latest Quality thinking is incorporated into the processes of the department.
• Ensure that the QA check lists are complete and sent to the relevant manager and supervisor on time and in appropriate format
• Identify discrepancies and non-adherence to QA standards, company policies and procedures and all regulations in relation to the contact type.
• Attend management meetings and report on quality assessments on a regular basis.
• Resolve escalations from Customer and coordinate and resolve escalation to 3rd partied within the agreed SLA.
• Complete assessments and QA reports.
• Ensure performance is kept to a really high standard at all times by planning and resourcing effectively.
• Liaising with key people to ensure alignment, consistency and calibration within the business.
• Continuously revise targets, priorities & standards and provide recommendations for changes where needed.
• Operate within the set policies and adopt a "role model" stance at all times.
• Increase Employee Motivation & Job Satisfaction through constant communication.
• Keep up-to date with development in the Call Centre Industry so that the leading edge approach is maintained.
• Comply with all Policies & Procedures to facilitate internal cooperation by leading by Example

• Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
• Researched accounts and completed due diligence to resolve collection problems.
• Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
• Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
• Improved customer payment compliance through negotiating mutually agreeable repayment plans.
• Enhanced customer trust and retention with empathetic and solution-focused interactions.

• 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.
• Collected on delinquent accounts to reduce overdue balances.
• Developed strong relationships with customers to foster timely payments and account resolution.
• Contributed to team success by consistently meeting or surpassing established performance metrics with professionalism and expertise.
• Analyzed customer financial records to determine appropriate payment plan.

• Worked in call center environment handling manual and automatically dialed outbound calls.
• Maintained consistently high success rate of collecting on overdue accounts.
• Negotiated payment plans with customers to prevent accounts from entering collections.
• Collected on delinquent accounts to reduce overdue balances.
• Documented customer payment interactions and account statuses for future reference.
• Fostered culture of respect and empathy, guiding debtors towards feasible payment solutions without compromising on amount owed.
• Maintained accurate records of customer accounts, payments and payment plans.