Mukwevhontakadzeni Ester Ntakadzeni
Soshanguve
Summary
A highly motivated and customer-focused professional with strong experience in finance administration and contact centre operations. Demonstrates a proven ability to manage client queries, resolve complex issues, and maintain accurate records. Passionate about delivering excellent service, maintaining compliance, and building strong professional relationships.
Overview
9
9
years of professional experience
Work History
RAF Contact Centre Agent (Inbound & Outbound Email)
Alteram Solutions (Pty) Ltd
06.2023 - 11.2026
- Handle incoming and outgoing calls and emails regarding RAF claims
- Provide accurate information on claim processes, requirements, and timelines
- Assist clients with claim submissions and required documentation
- Capture and update client details and claim records
- Resolve queries and complaints professionally
- Escalate complex or urgent issues when necessary
- Follow up on outstanding documents and claim progress
- Maintain accurate records of all interactions
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Increased customer satisfaction with personalized follow-up strategies.
- Led initiatives to enhance customer engagement and satisfaction through tailored communication strategies.
Finance Intern (Experiential Learning)
Department of Health - Tshilidzini Hospital
01.2018 - 11.2020
- Process payments and journals using BAS
- Maintain payment and commitment registers
- Prepare monthly and quarterly accruals
- Handle supplier and NPO enquiries
- Prepare payment vouchers and reports
- Filing and safeguarding financial records
- Assist with implementation of budgets and operational plans
- Monitor clearing of suspense accounts
- Analyse trial balances and reconcile accounts
- Prepare audit packs and respond to audit queries
- Maintain manual and electronic asset registers
- Conduct asset verification and reconciliation
- Monitor asset transfers and inventory lists
- Compile monthly, quarterly, and annual reports
- Manage asset disposal and auction processes
- Manage procurement processes in line with PFMA
- Source quotations and manage supplier database
- Verify compliance documents (SARS, BEE, etc.)
- Evaluate bids and recommend suppliers
- Coordinate bid processes and documentation
- Process S&T claims and payroll updates using PERSAL
- Maintain payroll records and registers
- Capture allowances and deductions
- Distribute salary advices and IRP5 certificates
- Conducted financial analysis to support budgeting and forecasting processes.
- Assisted in preparing monthly financial reports for departmental review.
- Developed and maintained spreadsheets to track expenses and revenue trends.
- Maintained accurate, up-to-date financial spreadsheets and databases for reliable reference.
Education
Bachelor of Arts - Forensic Science And Technology
04.2001 -
High Cetificate - Criminal Justice
University of South Africa (UNISA)
06-2019
N4-N6 Financial Management -
Northern Technical College
01.2016
Matric - undefined
Ligege Secondary School
01.2009
Skills
Excellent customer service and client support
Strong written communication and email management
Accurate data capturing and record-keeping
Attention to detail and high level of accuracy
Ability to handle high volumes of work and meet deadlines
Problem-solving and query resolutions
Administrative support and office administration
Filing and document management
Report writing and record management
Diary and calendar management
Meeting coordination and minute taking
Switchboard and reception management
Financial administration
Invoice processing and payment administration
Budget monitoring and financial reporting
Asset management and inventory control
Procurement and supply chain administration
Payroll administration (PERSAL)
Claims administration
Quality assurance and compliance
Conflict resolution and complaint handling
Multitasking in fast-paced environments
Decision-making and critical thinking
Adaptability and willingness to learn
Planning and coordination
Analytical and numerical skills
Stakeholder relationship management
Customer relationship management (CRM)
Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Data analysis and reporting
Administrative coordination
Strong work ethic and professionalism
Timeline
RAF Contact Centre Agent (Inbound & Outbound Email)
Alteram Solutions (Pty) Ltd
06.2023 - 11.2026
Finance Intern (Experiential Learning)
Department of Health - Tshilidzini Hospital
01.2018 - 11.2020
Bachelor of Arts - Forensic Science And Technology
04.2001 -
Matric - undefined
Ligege Secondary School
High Cetificate - Criminal Justice
University of South Africa (UNISA)
N4-N6 Financial Management -
Northern Technical College
References
- Mathoma, M, Salary Assistant Director, 015 964 4250, 072 037 8723, Department of Health (Tshilidzini Hospital)
- Tshidzumba, Assets Management, 015 964 4252, Department of Health (Tshilidzini Hospital)
- Phiwayinkosi, Phenyane, Team Leader, 071 077 8755, Alteram Solutions (Pty) Ltd
PERSONAL DETAILS
- ID Number: 9105180902080
- Gender: Female
- Marital Status: Single
- Nationality: South African
- Driver’s License: C1
- Availability: 1 Week
KNOWLEDGE
- Understanding of RAF claims processes and client service standards
- Knowledge of Public Finance Management Act (PFMA)
- Familiarity with BAS and PERSAL systems
- Knowledge of audit processes and compliance requirements
- Understanding of document verification and procurement procedures
- Knowledge of email communication protocols
- Understanding of data protection and confidentiality
- Basic knowledge of legal and claims documentation
CAREER OBJECTIVE
To work in a challenging environment that offers opportunities for growth, where I can utilise my skills, gain further experience, and contribute positively to the organisation.