Summary
Overview
Work History
Education
Skills
Willing To Relocate
Languages
Timeline
Generic
Randall Myburgh

Randall Myburgh

Alberton

Summary

Dynamic Operations Manager with extensive experience at Alefbet Holdings-Cresta, driving collection strategies that optimized recovery rates. Proven ability in team management and performance metrics, enhancing operational efficiency and client relations. Skilled in campaign planning and reporting, consistently achieving targets while fostering a results-driven culture.

Overview

22
22
years of professional experience

Work History

Operations Manager Collections Call Centre

Alefbet Holdings-Cresta
Gauteng
02.2024 - Current
  • Led and supported operational teams to execute and adhere to collection strategies, driving productivity and performance.
  • Designed and implemented collection strategies, plans, and procedures to optimize recovery rates.
  • Set comprehensive goals for team performance and business growth, tracking against key metrics.
  • Monitored operational processes for efficiency, identifying and implementing process improvements.
  • Oversaw daily operational functions, ensuring collection performance met business and client expectations.
  • Prepared and submitted detailed reports to COO and clients, providing insights on operational performance.
  • Ensured call center targets were consistently met by empowering and developing team members to achieve set goals.
  • Planned and managed daily operations of the call center to ensure efficient and effective performance.

Collections Call Center Manager

Sustainable Collections Services
Alberton
09.2021 - 01.2024
  • Create and implement strategies to increase the number of successful collections on outstanding debt.
  • Plan prepares and executes campaigns for optimal revenue collections.
  • Liaising with clients in weekly/monthly meetings.
  • Coordinate activities of staff members to ensure a smooth and efficient collections department.
  • Handle complaints or difficult calls.
  • Monitoring daily, weekly and monthly KPIs are met and or exceeded.
  • Ensuring all HR related issues is completed and submitted daily.
  • Sign off leave requests in accordance to company policies.
  • Meet with Call Center Supervisors daily to discuss daily campaigns and previous days results.
  • Schedule weekly meetings with all staff to ensure all staff are up to date with current plans and changes made by company directors.
  • Dealing with service providers for minimum downtime.
  • Maintained positive, professional working environment to optimize staff and customer satisfaction.
  • Monitored staff performance, continually seeking ways to improve team delivery for optimized financial success.
  • Managed team by offering support and constructive feedback to improve skills and maximise potential.
  • Taught employees how to best serve customers and enforced standards to build brand loyalty.
  • Led recruitment, hiring and on boarding activities, training new joiners in operational processes and conducting probationary performance reviews.
  • Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.
  • Supervised and delegated tasks to employees to meet key productivity targets.

Collections Campaign Manager

TS LEGAL SERVICES
Randburg
12.2020 - 08.2021
  • Develop, contribute to and execute integrated collection campaigns and strategies with the aim of optimal Revenue Collections.
  • Plan monthly, weekly and daily campaigns taking into consideration specific client requirements and to ensure all active accounts are worked within a month.
  • Preparing daily/weekly/monthly reports for business and CEO.
  • Liaising with clients in weekly/monthly meetings.(Preparing reports for clients meetings).
  • Managing call center performance as per agreed to policies and procedures.
  • Hiring/Induction/Training with new call center staff.
  • Coaching/Training with Team Leaders.
  • Importing payments and updating suspense payments.
  • Ensure that the organization's brand and identity is adhered to in campaigns and in all communication channels.
  • Brief and oversee the work of Call center agents and Team Leaders on the campaign activity and outcomes.
  • Identify areas of concern and/or patterns (Poor performance).
  • Handling and resolving escalated queries.
  • Dealing with service providers for minimum downtime.

Collections Campaign Manager

Sustainable Collections
Alberton
02.2020 - 11.2020
  • Managing Team Leaders (4).
  • Doing weekly KPA with Team Leaders.
  • Brief and oversee the work of Call Centre agents and Team Leaders on the campaign activity.
  • Ensuring all HR related issues is completed daily.
  • Daily/Weekly/Monthly planning of campaigns.
  • Monitoring daily productivity stats.
  • Loading dialer campaigns.
  • Planning of daily/weekly/monthly campaigns.
  • Prepare data for bulk campaigns (SMS; Call; E-mail).
  • Reporting to senior management.
  • Prepare data for Tracing/Cleansing.

Team/Data Manager

Revenue Consultants
Benoni
05.2018 - 11.2018
  • Managing Supervisor.
  • Sign off daily/weekly and monthly Supervisor checklist.
  • Daily/Weekly/Monthly planning of campaigns.
  • Monitoring daily productivity stats.
  • Allocating daily work.
  • Cleaning and importing Payment files.
  • Query management.
  • Liaising with clients.
  • Creating bulk campaigns (SMS; Call; E-mail).
  • Reporting to senior management and clients.
  • Doing bulk tracing (CPB; Transunion).

Debt Collection Team Leader

TS Credit/Kwinana Attorneys/Trifecta Capital/DDJ Attorneys
Florida
11.2016 - 12.2017
  • Daily management of call center agents.
  • Coaching and mentoring of agents.
  • Ensure that all departmental documentation is up to date including leave forms, warnings and any other related documentation as requested from time to time. All such documentation has to be completed and submitted to the HR department within 24hrs of the incident occurring.
  • Ensure KPI targets are met daily monthly and weekly.
  • Compile reports for Project Director and Client Relationship Manager.
  • Meeting with agents daily to discuss plans for the day and discuss previous day performance.
  • Conduct employee counseling (e.g. Poor Performance, one on one coaching and training, Absenteeism and ways to improve) when required with the aim of correcting behavior and improving performance.
  • Resolving escalated complaints and queries.
  • Team Leader for the following books: Matlosana Municipality; Merafong Municipality; Mogale City Municipality; City of Tshwane Municipality; City of Ekhurleni Municipality and Mbombela Municipality.

Acting Call Centre Manager

TS Credit/Kwinana Attorneys/Trifecta Capital/DDJ Attorneys
Florida
08.2016 - 10.2016
  • Implements contact Centre policies and procedures to drive consistent operational efficiency and quality.
  • Ensure compliance training for all staff is up to date.
  • Meet with Team Leaders daily to discuss daily performance and planning for day week and month.
  • Manage Team Leaders effectively.
  • Develop and implement policies and procedures.
  • Manage collection strategies and resource planning.
  • Discuss client's expectations with Client Relationship Mangers and manage accordingly.
  • Ensure Quality Assurance target is being achieved.

Campaign Manager

TS Credit/Kwinana Attorneys/Trifecta Capital/DDJ Attorneys
Florida
09.2015 - 07.2016
  • Analysing data received from clients and reporting on it.
  • Ensure data cleansing has been done for optimal contact ability.
  • Doing bulk SMS and E-mail campaigns.
  • Building dialler campaigns. (Progressive and Predictive).
  • Compile monthly, weekly and daily reports on Campaigns created and executed.
  • Plan and execute daily weekly and monthly.
  • Importing of data into system.

Debt Collection Team Leader

TS Credit/Kwinana Attorneys
Florida
10.2013 - 08.2015
  • Daily management of call centre agents.
  • Coaching and mentoring of agents.
  • Ensure that all departmental documentation is up to date including leave forms, warnings and any other related documentation as requested from time to time. All such documentation has to be completed and submitted to the HR department within 24hrs of the incident occurring.
  • Ensure KPI targets are met daily monthly and weekly.
  • Compile reports for Project Director and Client Relationship Manager.
  • Meeting with agents daily to discuss plans for the day and discuss previous day performance.
  • Conduct employee counselling (e.g. Poor Performance, one on one coaching and training, Absenteeism and ways to improve) when required with the aim of correcting behaviour and improving performance.
  • Resolving escalated complaints and queries.
  • Team Leader for the following books: Matlosana Municipality; Merafong Municipality; Mogale City Municipality; City of Tshwane Municipality; City of Ekuhurleni Municipality and Mbombela Municipality.

Debt Collections Agent

TS Credit/Kwinana Attorneys/Trifecta Capital/DDJ Attorneys
09.2012 - 09.2013
  • Calling debtors for outstanding balances on accounts and arranging payment plans.
  • Tracing debtors using CPB; TransUnion; XDS and Windeed(Lexis Nexis).
  • Handling inbound and outbound calls.
  • Dealing with international debtors (Namibia).
  • Resolving escalated queries for debtors.
  • Sending e-mail communications to debtors.
  • Accounts worked on: Le Morgan; Advtech College; Advtech Schools; Eskom; Land Bank; African Bank; Nashua Mobile; Multichoice; Matlosana Municipality; City of Ekuhurleni Municipality; Mbombela Municipality; Matjhabeng Municipality.

Independent Financial Advisor

Oracle Broker Services
02.2011 - 02.2012
  • Meeting with clients to help them determine the best budgeting and retirement plans for them, including investing strategies and other financial responsibilities.
  • Meeting with clients to discuss Life cover, Dread disease and Critical illness benefits.
  • Dealing with top Life and Investment companies(Liberty Life, Discovery and Momentum).

ATM Controller

ABSA - RASC (Remote ATM Service Centre)
Remote
10.2008 - 01.2011
  • Managing of ATMs and staff to maintain optimal output and availability.
  • Reducing and managing cash shortages and surpluses.
  • Reducing amount of cash held in ATMs to avoid unnecessary interest.
  • Performing ATM inspections to ensure neatness and ATM functionality.
  • Performing monthly cash counts.
  • Managing cash ordered and distributed to ATM custodians.
  • Balancing general ledger accounts daily.
  • Liaising with various branches to ensure client discrepancies are timeously resolved.
  • Working closely with risk management to reduce fraud and ensure policies and procedures are followed.
  • Ensuring cost effectiveness and working within the budget.

ATM Custodian

ABSA - RASC (Remote ATM Service Centre)
Remote
01.2005 - 10.2008
  • Repair and maintenance of ATMs (Automated Teller Machine).
  • Replenishing cash daily into branch and remote ATMs.
  • Maintaining optimum ATM availability.

Bulk Teller

ABSA - Cash Centre
03.2003 - 12.2004
  • Balancing and managing a daily float and handling large volumes of cash deposits.

Education

Senior Certificate - English

Fred Norman Senior Secondary
Ennerdale
01.2002

Skills

  • Microsoft Office
  • Call Center Management
  • Call center training
  • Collection strategies
  • Team management
  • Performance metrics
  • Operational efficiency
  • Campaign planning
  • Client relations
  • Performance reporting
  • Customer service
  • Performance management
  • Analytical skills

Willing To Relocate

Gauteng, Gauteng

Languages

English
First Language
Afrikaans
Advanced (C1)
C1

Timeline

Operations Manager Collections Call Centre

Alefbet Holdings-Cresta
02.2024 - Current

Collections Call Center Manager

Sustainable Collections Services
09.2021 - 01.2024

Collections Campaign Manager

TS LEGAL SERVICES
12.2020 - 08.2021

Collections Campaign Manager

Sustainable Collections
02.2020 - 11.2020

Team/Data Manager

Revenue Consultants
05.2018 - 11.2018

Debt Collection Team Leader

TS Credit/Kwinana Attorneys/Trifecta Capital/DDJ Attorneys
11.2016 - 12.2017

Acting Call Centre Manager

TS Credit/Kwinana Attorneys/Trifecta Capital/DDJ Attorneys
08.2016 - 10.2016

Campaign Manager

TS Credit/Kwinana Attorneys/Trifecta Capital/DDJ Attorneys
09.2015 - 07.2016

Debt Collection Team Leader

TS Credit/Kwinana Attorneys
10.2013 - 08.2015

Debt Collections Agent

TS Credit/Kwinana Attorneys/Trifecta Capital/DDJ Attorneys
09.2012 - 09.2013

Independent Financial Advisor

Oracle Broker Services
02.2011 - 02.2012

ATM Controller

ABSA - RASC (Remote ATM Service Centre)
10.2008 - 01.2011

ATM Custodian

ABSA - RASC (Remote ATM Service Centre)
01.2005 - 10.2008

Bulk Teller

ABSA - Cash Centre
03.2003 - 12.2004

Senior Certificate - English

Fred Norman Senior Secondary

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