Sandile Luthuli
Contact Centre Team Leader
Johannesburg
Summary
12 years of contact center experience (voice, chat, and email) with a demonstrated history of working in collections, debt review, and customer service. 3 years of management experience where I successfully improved subordinate performance through coaching, training, and continuous development. I completed a degree in management marketing. My objective is to lead and make optimum utilization of knowledge and skills in a challenging position, utilize opportunities effectively for professional growth in management, and contribute in the best possible way for the betterment of the organization and myself.
Overview
11
11
years of professional experience
Work History
Contact Centre Team Leader
First National Bank
01.2023
- Overseeing a 24-hour chat desk of business banking advisors servicing commercial clients with their day-to-day banking needs to keep their business functional and sustainable
- Training, Motivation, and development of subordinates to ensure efficiencies and growth
- Resolve complaints and escalation received from advisors to ensure customer satisfaction and retention.
Collections Team Leader
First National Bank
09.2020 - 12.2022
- Leading frontline inbound collections call centre servicing pre-legal, Legal, deceased, and residual accounts
- Assist with day-to-day operations and escalations received from collectors
- Collate operation reports daily, weekly, and monthly to monitor performance and operational progress as aligned to the collections strategic objective
- Manage personal and team performance through education, training, coaching, and continuous development to improve own and team competency to achieve efficiencies and growth.
Pre-Legal Collector
First National Bank
08.2018 - 08.2020
- Collect on clients who are defaulting on their bond payments and rehabilitate accounts to assist client not to lose their properties, Inbound and outbound calls
- Sell FNB Quicksell to client’s who can no longer service their bond accounts.
Alternative Collections Consultant
African Bank
12.2016 - 07.2018
- Managing section 86 of the NCA and specific debt portfolios from a collections and process perspective through effective and professional engage with relevant third parties
- Establish and maintain a professional, effective co-operative working relationships with third parties and customers pertaining Book management (Processing refunds, small balance writes offs, invoices), Collections, Negotiations, Sequestration, Oppositions, queries and other Ad hoc.
Client service & Collections Consultant
African Bank
05.2012 - 11.2016
- To maximize collections in the most effective manner, Inbound and outbound calls
- Service and resolve client queries, update, and capture FICA details
- Adhere to POPI, FICA, TCF, NCA, NCR, and FAIS Acts and regulations.
Education
Bachelor of Commerce in Management Marketing - (SAQA ID 88683, NQF Level 7)
Boston City Campus And Business College
Johannesburg, South Africa 04.2001 -
Programme in Advanced Debt Review -
Enterprises University of Pretoria
Pretoria, South Africa 04.2001 -
First Level Regulatory Examination: Representative - RE5
Moonstone
Sandton, South Africa 04.2001 -
Matric - Grade 12
Indonsa High School
Newcastle, South Africa 04.2001 -
Skills
Communication (verbal & written)
Negotiation
Management & Leadership
Computer Literacy
Microsoft Office (Excel, Word, Outlook, etc)
Customer service Management
Administration
Numerical & Analytical Skills
Interpersonal
Attention to Detail
Facilitation
Sales
Assertiveness
Problem solving
Planning and Organizing
Accomplishments
- Outstanding Team Leader 2023 – (Quarterly awards 3/4) Recognized for exceptional work having the best performing team and contributing towards overall desk performance.
- Shining Star Award 2018 – (awards hosted Quarterly by African Bank where the CEO recognizes exceptional employees throughout the entire business) I was recognized for consistently going all out in helping & retaining customer by managing their expectations while keeping the company interest at heart and consistently reaching above 100% of my required target.
- Top performer award 2016– (award hosted by the specialized collections department) I was recognized for working more accounts with 100% quality in my second month in the department.
- Top Collector 2015 – (Monthly Call Centre awards) Recognized for collecting the most cash.
Personal Information
- Date of Birth: 09/16/93
- Nationality: South African
Languages
English
Zulu
Sesotho
References
References available upon request.
Timeline
Contact Centre Team Leader
First National Bank
01.2023
Collections Team Leader
First National Bank
09.2020 - 12.2022
Pre-Legal Collector
First National Bank
08.2018 - 08.2020
Alternative Collections Consultant
African Bank
12.2016 - 07.2018
Client service & Collections Consultant
African Bank
05.2012 - 11.2016
Bachelor of Commerce in Management Marketing - (SAQA ID 88683, NQF Level 7)
Boston City Campus And Business College
04.2001 -
Programme in Advanced Debt Review -
Enterprises University of Pretoria
04.2001 -
First Level Regulatory Examination: Representative - RE5
Moonstone
04.2001 -
Matric - Grade 12
Indonsa High School
04.2001 -