THANDEKA M MNYAKENI
Administrator and Credit Analyst
Spruitview
Summary
Experienced Credit Analyst skilled in risk analysis for all types of Telecommunication sectors and other lending institutions. Proven experience in assessing creditworthiness of clients and Companies, Wide background in office administration and Customer Service an expert in Resolving queries and offering a professional and quality work ethic, Result driven and highly committed on making a difference and Adding value to the company's Vision.
Overview
20
20
years of professional experience
Work History
Email Administrator
Alternar/ Road Accident Fund
01.2024 - Current
- Email Triaging & Routing: Monitoring the central correspondence inbox (such as the main RAF Customer Service or regional portals), sorting and prioritizing emails, and routing them to the appropriate claims handlers or departments
- Document Logging & Verification: Extracting, validating and logging critical claim attachments (e.g., police reports, medical records, MVA 1 Forms) and updating the RAF’s electronic claims systems to files are accurately recorded
- Stakeholder Correspondence: Drafting and sending professional responses to claimants, attorneys, and service providers regarding the status of their claims, required documentation, or payment requisition tracking.
- Data Privacy Compliance: Ensuring all email and attached sensitive information unauthorized data exposure, aligns strictly with South Africa’s POPIA and PAIA regulations, preventing
- Query Resolution: Investigating and following up on outstanding queries, working closely with the RAF Customer Service Network to ensure timely feedback.
- Escalations & Redirection: Identifying escalated complaints of official PAIA requests and forwarding them to specialized departments like PAIAunit@raf.co.za or ComplaintsIdentity duplicate claims and linked claims.
CREDIT ANALYST
VODACOM Acquisitions
05.2020 - 09.2021
- Analyses credit data and financial statements of individuals or businesses to identify the degree of risk involved in lending money or extending credit.
- For individuals, performs research to verify employment and income, inspects reports from credit reporting agencies, and reviews FICO scores.
- For businesses, compares to similar businesses in terms of liquidity, profitability, and credit histories.
- Uses computer software to evaluate customers financial status and produce financial ratios.
- Compiles information, completes loan applications, and composes reports detailing the degree of risk involved in the loan or credit request; recommends approval or denial based on results.
- Sets interest rates and minimum or maximum terms of repayment for customers based on earnings, savings data, payment history, and purchase activity.
- Determines the expected profitability of loans by analysing a business financial data including quality of management, income growth, and market shares.
- Resolves customer complaints and verifies transactions through consultation.
- Identifies delinquent accounts through the review of individual or commercial customer files.
CREDIT ANALYST
MTN Direct
05.2018 - 01.2019
- Analyse credit data and financial statements of individuals or businesses to identify the degree of risk involved in lending money or extending credit.
- For individuals, performs research to verify employment and income, inspects reports from credit reporting agencies, and reviews FICO scores.
- Uses computer software to evaluate customers financial status and produce financial ratios.
- Compiles information, completes loan applications, and composes reports detailing the degree of risk involved in the loan or credit request; recommends approval or denial based on results.
- Sets interest rates and minimum or maximum terms of repayment for customers based on earnings, savings data, payment history, and purchase activity.
- Perform other duties as assigned by the Credit Vetting Supervisor.
- Identify errors and discrepancies in credit applications and communicate these to the credit vetting team for resolution
- Continuously monitor the credit vetting process and identify areas of improvement.
- Work closely with the Credit Vetting Supervisor to ensure that all credit applications are processed efficiently and effectively.
CELLULAR ADMINISTRATOR
VODACOM BUSINESS
07.2018 - 09.2018
- Business Process Service Request logged by corporate companies for new contract applications, credit vetting and approvals.
- Activations of new lines, sponsored Billing, Account transfers and change of Details.
- Prohibiting and allowing of charged services APN, Data bundle, Roaming, Call limit any service that will result as a credit to the company.
- Processing Upgrades, Migrations, change of Deals offered, handsets, and processing cancellations
- Ensuring that Deliveries have been done and that the ensure quality
- Control by paying attention to detail when analysing data, provide ongoing
- Support to the various channel to ensure adherence to quality standards.
- Compile daily and weekly feedback reports on quality.
- Work consistently according to standard operating procedures.
- Maintain up to date technical knowledge on systems, services and
- Products to provide input and judgment into providing quality customer
- Experience.
- Look for ways to improve methods of carrying out work through on-the-job coaching Follow clear and linear procedures to solve problems.
ADMINISTRATOR
MTN Finance
05.2017 - 06.2018
- Liaise with customers to ensure client expectations and service levels are being adhered to with regard to billing etc.
- Ensure that packages/provisioning of products is done accurately on the relevant billing systems
- Ensure that all billing processes are completed timeously, Packages are Re-created to suit the Client’s Requirements.
- Liaise with relevant stakeholders in bill package and bill process queries
- Resolution of all queries logged within agreed TAT, Monitor Approvals Frame work Completeness E.G: Credits notes and Refunds.
- Attending client meetings at month-end to speedily resolve outstanding queries, so that the client can pay on time.
- Liaise with Account Managers on all client related queries Financial.
- Resolution of billing queries timeously and ensuring appropriate corrective action through IS.
- Responsible for billing clients in accordance with contractual obligations.
- Verify all changes to client Schedule of Service is communicated to relevant stakeholders.
- Perform quality checks through the bill run process and escalate/resolve if possible.
- Maintain client audit and Monthly Contract Value (MCV).
- Responsible for reconciling Billing schedules.
- Maintain all invoices and statements in a proper filing system.
TECHNICIAN BACK OFFICE SUPPORT
Diebold Nixdorf
12.2016 - 04.2017
- Dispatching Technicians onsite to Install, Repair and update ATM machines, once the Job has been done update
- The arrive and close the job request on Baan, request is sent to the Bank and an inventory is filled on the billing
- System.
- Logging requests sent by Bank Controllers on behalf of the client to the Technicians, Installations, Repairs, Software Upgrade, Vandalism, any technical issue that has to with
- ATM across the country.
- Consulting with assign technicians in the Region and allocating calls to them on where to go and dispatch, arrive
- In addition, close once the required task or repair is completed. Leasing with Bank controllers, their support team and escalations departments regarding the logistics and time
- Of arrival
- Putting a daily Report on all the feedback of all the ATM’s and the current update of what is going, turnaround
- Time and when the problem will be resolved.
- Cancelling and closing of queries that Technicians have already dealt with
- Capturing of job cards and loading the details on Baan, placing Invoices, distance travelled.
BILLING ADVISOR
VODAFONE
02.2016 - 06.2016
- Taking inbound calls from UK Based clientele regarding customer ’s existing accounts and billing queries
- Making requested account changes, updating customer’s details, Tariff and adding value services Data/ airtime
- Bundles.
- Consult with customer regarding their monthly bill, read and explain the statement and invoice
- Advise customers on the best financial plan based on their needs and circumstances
- Provide termination of contract, inform customers by offering free or discounted plans/ bundles.
- Consistently improve customer satisfaction through exped resolution of conflicts, issues and concerns
- Advise and investigate on Repairs of device, Delivery and log request on behalf of customers regarding complains to
- The embassy and resolution, give feedback and resolve dispute logged.
AFTER SALES AND SALES AGENT
BYTES PEOPLE SOLUTIONS
03.2015 - 10.2015
- Taking Inbound sales calls: customers call in and request for a contract, credit vetting is done for the customer and if
- Successful, the customer is advised on available devices and a full description/ features of the device, once the
- Decision is made, details are taken and a delivery request is logged with RAM couriers and T&C’s are explained
- Customer is advised on the delivery of the device and the required Documents.
- After sales inbound calls: include all queries or discrepancies that occur in the process
- Activating new contracts, process a port in/out and sim swaps and Re-activating existing contracts.
- Issue new sim cards, swap devices, change the tariff plan, add data/ sms bundles.’
- Issue discounts and additional services to customers plus process credits and refunds.
- Cancel contracts, Retaining, offer to upgrade tariff and device.
- Resolve service issue regarding delivery and logging request with RAM couriers.
AFTER SALES ADMINISTRATOR
VODACOM DIRECT
12.2012 - 03.2015
- Trade partner liaison escalation consultant
- Liaison with RAM Courier Company in ensuring that orders are delivered and collected successfully.
- Sales order tracking, Arranging Collection, Cancellations and profile updating of contracts
- Resolve and Investigate customer’s complex issues and needs.
- Support the Sales team in achieving a 100% result.
- View and Resolve logged queries using ICAP, DEALERVEP, EPIX TELNET systems.
- Solving queries telephonically, Via Email and Vodacom ICAP System.
- Processing and reviewing credits/ Refunds by using MOPRHUES II system
- Porting numbers for new customer logging port out request to existing customers
- Process upgrade quotes and reversals, migrating customer to new plans
- Handling Escalation calls from the call center, Vodacom Outlets Dealers and Trade partners.
- Updating value added services, adding discounts, Free Data and text to customers
DATA SUPPORT TECHNICAL SUPPORT AGENT
VODACOM DATA
11.2009 - 11.2011
- Assisting with manual settings of internet connection on computer or Handset via Modems, Router and USB cable
- Assistance with 3G Network and Scanning, selection of Edge, GPRS as secondary Connections.
- Assistance on the I phone and I pad with regards to iTunes registration and internet/mms activation, use of Features and
- Applications, email setup, safari connection, synchronizing.
- Assistance with Blackberry connection service fee, Navigation, Email setup, BBM, Blackberry application world
- Downloading/deactivation of applications, hard booting, information wipe.
- Assistance with the different operating systems i.e. windows 2010, XP, Vista and S and firmware upload
- Upgrade for updated modems.
- Activation and deactivation of Data/mms bundles, Data Disputes, Advising on Connection history.
CUSTOMER CARE CONSULTANT PRE-PAID, POST PAID CONTRACT DEPARTMENT
VODACOM
12.2006 - 02.2009
- Answering customer queries with regard to Rica registration and sim card activation.
- Internet and mms activation manually or by sending OTA settings on handset.
- Blacklisting, Greylisting of handset, block stolen card, Sim swap activation
- Locking and unlocking of Barings, Diverts, phone security codes, Roaming and cell phone banking, downloading
- Of Games, songs, welcome tones and Screen saver.
- Assisting with Talking points enquiry, issued balance, exchange of points
- Answering account enquiries regarding the issuing of Account balances, Pro rata calculations
- Payment Arrangements
- Receiving Proof payment on fax or email.
- Unlocking and locking of accounts, soft-lock/Hard-lock on customer’s request, Call limit and Credit activation/deactivation
- Itemized bill request, clip activations and twin call activation.
- Assisting with the activation of the Vodacom credit and Gift card, issuing of balance and blocking of
- Card if Stolen or lost.
- Assisting with account cancellation and suspension fee on early cancellations.
- Advising on Insurance Activation, different installment plans, benefits & amp, terms and conditions.
- Activating gift vouchers allocated to clients, issued balance and expiry
- Assistance with Blackberry connection service fee, Navigation, Email setup, BBM, Blackberry application world
- Downloading/deactivation of applications, hard booting, information wipe.
- Assistance with the different operating systems i.e. windows 2010, XP, Vista and Software and firmware upload
- Upgrade for updated modems.
- Activation and deactivation of Data/mms bundles, Data Disputes, Advising on connection history.
Education
CORNERSTONE HR INSTITUTION
undefined
ELLERINES COMMUNITY DEVELOPMENT CENTER
undefined
INSTITUTE STATUS ACRES
undefined
MTN ONLINE LEARNING CENTER
08-2017
undefined
VODACOM VIRTUAL LEARNING CENTER
10-2007
Skills
Exceptional communicator with great well written skills
Customer service expert
Ability to investigate queries and resolve problems, queries and conflict
Commercial Credit, Credit Portfolio Administration, Risk Assessment, Financial Analysis
Great systems and Microsoft knowledge
Smart and fast thinker who can work well under pressure
Patience and empathy skills
CONTACT AND IDENTITY NUMBER
- 2329 Wab Street Spruitview 1425
- +27 789 1208054 / +278 23928892
- Tdkmnyakeni@gmail.com
- 8204080805080
Timeline
Email Administrator
Alternar/ Road Accident Fund
01.2024 - Current
CREDIT ANALYST
VODACOM Acquisitions
05.2020 - 09.2021
CELLULAR ADMINISTRATOR
VODACOM BUSINESS
07.2018 - 09.2018
CREDIT ANALYST
MTN Direct
05.2018 - 01.2019
ADMINISTRATOR
MTN Finance
05.2017 - 06.2018
TECHNICIAN BACK OFFICE SUPPORT
Diebold Nixdorf
12.2016 - 04.2017
BILLING ADVISOR
VODAFONE
02.2016 - 06.2016
AFTER SALES AND SALES AGENT
BYTES PEOPLE SOLUTIONS
03.2015 - 10.2015
AFTER SALES ADMINISTRATOR
VODACOM DIRECT
12.2012 - 03.2015
DATA SUPPORT TECHNICAL SUPPORT AGENT
VODACOM DATA
11.2009 - 11.2011
CUSTOMER CARE CONSULTANT PRE-PAID, POST PAID CONTRACT DEPARTMENT
VODACOM
12.2006 - 02.2009
undefined
VODACOM VIRTUAL LEARNING CENTER
undefined
MTN ONLINE LEARNING CENTER
undefined
INSTITUTE STATUS ACRES
undefined
ELLERINES COMMUNITY DEVELOPMENT CENTER
CORNERSTONE HR INSTITUTION