NOKWAZI MAKHOBA
MIDRAND
Summary
Adapt at navigating challenging customer interactions, I leveraged my negotiation and problem-solving skills at VERICRED COLLECTIONS to maintain a high success rate in debt recovery. My empathetic yet assertive approach fostered trust, ensuring customer satisfaction and loyalty at ISONEXPERIENCE, demonstrating a unique blend of account management and team-building abilities.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Debt Collector
VERICRED COLLECTIONS
01.2023 - 11.2023
- 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.
- Identified and contacted customers with overdue accounts to address payment status.
Customer Service Agent
ISONEXPERIENCE
12.2021 - 12.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Addressed customer account discrepancies and concerns.
Retentions Agent
Altrons Managed Solutions
03.2020 - 08.2020
- Assisted colleagues with difficult cases by offering guidance and sharing expertise from past experiences as a Retention Agent.
- Developed rapport with clients by understanding their needs and offering tailored solutions.
- Maintained detailed records of interactions with clients for accurate reporting purposes.
- Conducted follow-up calls with clients after issue resolution, ensuring satisfaction and gaining repeat business.
- Improved communication within the team for better collaboration and problemsolving.
Education
High School Diploma -
WEENEN COMBINED SCHOOL
Weenen, South Africa 04.2001 -
Skills
Call center experience
Account management
Goal-oriented mindset
Negotiation
Assertiveness
Debt recovery strategies
Call center background
Problem-solving abilities
Team building
Time management
Negotiation and resolution
Analytical thinking
References
Mr Masiya
Team Leader (Isonexperience)
067 971 5367
Thulisa Madumela
Team Leader (Vericred collections)
083 955 5077
Mr Mehale
HR manager (Altrons solutions)
011 767 4000
Timeline
Debt Collector
VERICRED COLLECTIONS
01.2023 - 11.2023
Customer Service Agent
ISONEXPERIENCE
12.2021 - 12.2022
Retentions Agent
Altrons Managed Solutions
03.2020 - 08.2020
High School Diploma -
WEENEN COMBINED SCHOOL
04.2001 -
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