Mutshinyalo Agnes Mthembu

Accomplished business professional with extensive experience in team leadership, data analysis, and process optimization. Seeking a Quality Assurance Manager position to apply required expertise. Proven ability to drive operational efficiency, improve processes, and ensure high quality service delivery. Skilled in analyzing performance metrics, identifying trends, and implementing actionable improvements to enhance team productivity and customer satisfaction. Strong ability at managing cross-functional teams, fostering collaboration, and adapting strategies to meet evolving business needs. Strong focus on maintaining high standards of quality, mitigating risk, and supporting data-driven decision-making. Reliable and goal-oriented with a commitment to continuous improvement and consistent delivery of results.

• Guide to data & Data analytics, 2024
• Customer Care
• Facilitating with excellence level 1 & 2
• Health and safety for Managers
• People Management
• Effective skills for inbound and outbound call centre Managers
• Employee relations
• Industrial Relations
• Business English for supervisors
• Creating a conducive environment
• Coaching for success
• Resource Management

Anti-Money Laundering (African Bank Internal compliance)

• Treating Customers Fairly

• Gender: Female
• Nationality: South African

Mentorship Program Participant
July 2024 to date

• Gained leadership, communication, and decision-making skills through one-on-one mentorship with an industry executive.
• Focused on setting clear career goals and actionable steps for advancement, resulting in Honours Degree completion.
• Participated in regular feedback sessions to refine strategic thinking and management capabilities.

Job Shadowing with Senior Manager, Collections Strategy - Lending
African Bank, August 2024 to date

• Partnering with a Senior Manager in Collections Strategy to deepen understanding of collections processes and strategic decision-making within the company and the financial industry.
• Gained hands-on experience in developing and optimizing collections strategies, focusing on improving recovery rates, reducing delinquency, and managing risk in the lending portfolio.
• Enhanced my skills in strategic planning, process optimization, and stakeholder communication, with an emphasis on optimizing collections operations.
• Knowledge about Risk Management & Portfolio Analysis
• Data Analytics & Trend Analysis
• Customer Segmentation & Strategy Development