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 thinkerundefined
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
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