Phezz53@gmail.com Mngenela
Business Analyst
Johannesburg,Gauteng
Summary
Profession: IT Graduate , Meticulous customer service consultant, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Finance and Retail. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Business Analyst position. Ready to help team achieve company goals.
Overview
1
1
years of professional experience
1
1
years of post-secondary education
Work History
Outbound Debt Collector
Nimble Group
Sandton
03.2015 - 04.2016
- Debt Collection (Edcon)
- Updating Details using Excalibur
- Tracing client’s information
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
Call Center Customer Service Representative
Capitec Bank
Johannesburg
04.2016 - Current
- Up to date
- Duties include but not limited (-Contacted clients for reason for arrears to understand their financial situation to ensure that provided solutions were suitable for their needs and for the bank
- Customer Service
- Followed up on promises to pay to ensure they were kept by the clients
- Acted accordingly in case of broken promises
- Resolve client queries
- Provided timely responses to requests from Security Bank third party vendors for information or documents to support recovery efforts
- Maintained a high level of product knowledge to provide professional and courteous guidance to clients
- Managed to resolve over 45% of contracts with clients that owed the bank
- It was the biggest success rate in a year
- Achieved individual collection targets to meet department and company-wide goals
- Provided comprehensive advice on financial procedures and assisted with the development and implementation of revised processes to support continuous improvement.
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Acting Team Leader
Capitec
Johannesburg
06.2020 - 09.2020
- (doing IPAs,
- Ongoing Trainings, Couching, Monitoring agents and quality of work
- Monitor incidents and resolve issues, check adherence, performance management.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Held weekly team meetings to inform team members on company news and updates.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Maintained database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive product and service improvements.
- Frequently inspected production area to verify proper equipment operation.
Shop Assistant
Shoprite
kempton park
09.2009 - 02.2014
- Include:
- Packing, Receiving, Wrapping and Stock Taking
- Completed daily tasks accurately and on-time to support shop needs.
- Assisted customers in finding items and explained benefits and services to increase sales and satisfaction.
- Organized shelves to remove slow moving items and add new merchandise.
- Supported production needs by performing routine tasks using standard procedures and equipment.
- Helped managers with daily checklists and last-minute requirements.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Education
Bachelor of Commerce - Information and Technology
Management College of Southern Africa
02.2017 - 10.2022
No Degree - Banking And Financial Support Services
Cornerstone Performance Solution
Cape Town 04.2001 - 04.2022
No Degree - PAYROL & MONTHLY SARS
Oxbridge Academy
04.2001 - 04.2018
Skills
Analytical skills Creative problem solver and analytical thinkerCustomer ServiceSystem analysis and techniquesJava programmingInformaticsInformation systems managementCyber ethicsLeadership Skills: - Communication, Coaching and InfluencingDecision Making & JudgmentInterpersonal Skills: - Interact with others in effective wayFlexible and adapt easily to changesSpeak confidently and fluently to individuals and groupsIndividual Skills: - Assertiveness, Teamwork, and InquisitivenessAchievement, Action and Service OrientatedAbility to learn and adapt quicklyConformance to StandardsComputer Literacy:- Microsoft Office: Word, Excel, PowerPoint Access
Debt collection processes
Application support
Complaint resolution
Microsoft Outlook
Technical documents comprehension
Java Full Stack
Business Development
Windows 10
Data analysis
Product development
Technical Writing
Timeline
Acting Team Leader
Capitec
06.2020 - 09.2020
Bachelor of Commerce - Information and Technology
Management College of Southern Africa
02.2017 - 10.2022
Call Center Customer Service Representative
Capitec Bank
04.2016 - Current
Outbound Debt Collector
Nimble Group
03.2015 - 04.2016
Shop Assistant
Shoprite
09.2009 - 02.2014
No Degree - Banking And Financial Support Services
Cornerstone Performance Solution
04.2001 - 04.2022
No Degree - PAYROL & MONTHLY SARS
Oxbridge Academy
04.2001 - 04.2018