Meeshqah Carolissen

• Managing and collecting debt in accordance with company policies and regulatory requirements.
• Negotiating payment arrangements with customers while maintaining a professional and empathetic approach.
• Keeping accurate and detailed account notes and records.
• Handling customer queries and resolving disputes efficiently.
• Ensuring compliance with debt collection legislation and internal procedures.
• Consistently meeting and exceeding collection targets.

• Providing friendly and professional front-desk service.
• Schedule appointments, manage phone and email enquiries, and coordinate with veterinary staff.
• Handle client check-ins and check-outs, process payments, and explain invoices and treatment plans.
• Maintain accurate patient and client records in the practice management system.
• Provide basic information on services, medications, post-visit care, and hospital policies.
• Manage a fast-paced reception line, while maintaining empathy and discretion, especially during sensitive situations.

• Evaluate calls per agent and overall team qualitative performance.
• Ensure quality problems are identified and recommendations for improvement/Change made.
• Analyse calls to ensure compliance with Client quality requirements.
• Maintain detailed quality documentation and reports for distribution to external & internal stakeholders.
• Identify performance areas and relay such information to the Training Department and Team leaders/Management.
• Ensure that suitable corrective actions are taken.
• Compile work instructions and operating procedures consistent with Client requirements.
• Liaise with the Team leaders and rest of management.
• Coach, provide training and one on one sessions with consultants/team to ensure adherence to the quality management system.

• Receiving and placing customer service telephone calls and creating flight itinerary reservations for clients.
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism without compromising on quality assurance standards.
• Resolving customer complaints, managing database records and liaising with the relevant departments.
• Data entry and investigation as required to troubleshoot customer problems with first hand resolution.

• Managing and collecting debt on gas and electricity utility bills for UK based utility service provider.
• Keeping accurate records pertaining to account notes.

• Keeping accurate records pertaining to account notes.
• Managing and collecting debt for pediatrician and plastic surgeon.
• Negotiating payment plans.
• Managing the collection of all payments and debts.
• Responding to client inquiries and complaints.
• Liaising with medical aid schemes to approve and process claims.
• Processing client invoices and statements.
• Preparing statements and reports for the company accountant.

• Performing a risk assessment: Analysing current risks and identifying potential risks.
• Assist Compliance Manager to design and implement all administrative processes and procedures in adherence to organization policy.
• Record keeping and filing of all documents and ensuring Sheriff's compliant in performing duties in respective jurisdictions.

• Remote and on site call listening and assessments conducted for all external vendors.
• Agent coaching and feedback provided to ensure all stakeholders are aligned and areas of developments are covered.
• Record keeping on call monitoring conducted.
• Conducting call calibration sessions, providing feedback and coaching where necessary.
• Assisting with drafting training materials and quality assessment score sheets.
• Applying practices, procedures and standards to ensure activities and decisions are compliant with company’s risk, legal and regulatory requirements.
• Assisting in creating and managing action plans in response to audit discoveries and compliance breaches.

• Managing and collecting debt on Wonga short term and long term personal loans.
• Conducting affordability checks and income verification.
• Keeping accurate records pertaining to account notes.
• Sending regular communication to clients via emails.
• Timeously collect and negotiate payment plans.
• Responding to client inquiries and complaints.
• Processing client invoices and statements.

• Managing and collecting debt on Telkom and Capitec Bank accounts.
• Keeping accurate records pertaining to account notes.
• Sending regular communication to clients via emails and advisory of legal process.
• Timeously collect and negotiate payment plans.
• Responding to client inquiries and complaints.
• Processing client invoices and statements.

• Managing and collecting debt on Absa bank personal loans, mortgage loans and vehicle finance accounts to meet set targets on cash collection.
• Keeping accurate records pertaining to account notes.
• Sending regular communication to clients via emails.
• Timeously collect and negotiate payment plans.
• Responding to client inquiries and complaints.
• Processing client invoices and statements.