S*****h

Payment & Billing Specialist: Visa/Mastercard
R20143

About Candidate

As a real-time analyst, I’m characterized by a combination of analytical prowess, proactive problem-solving, and effective communication skills.

With a solid background in data analysis and a keen eye for detail, I excel in monitoring and interpreting real-time data to provide timely insights and actionable recommendations.

In my role, I prioritize staying ahead of trends and potential issues, leveraging my ability to quickly analyse complex datasets and identify patterns. Whether it’s optimizing workflows, enhancing operational efficiency, or mitigating risks, I thrive in dynamic environments where decisions need to be made swiftly and decisively.

 

One of my key strengths is my ability to communicate complex data insights effectively to stakeholders at all levels of an organization. I am adept at distilling technical information into actionable insights that drive informed decision-making. Whether presenting findings in team meetings or collaborating with cross-functional teams on strategic initiatives, I consistently strive to ensure that data-driven insights are integrated into the decision-making process. My collaborative nature enables me to work seamlessly with cross-functional teams, ensuring alignment and fostering a culture of transparency and accountability.

 

I pride myself on my ability to communicate complex ideas in a clear and concise manner, facilitating understanding and buy-in from stakeholders at all levels.

 

With a track record of supporting senior management, HOD and CEO in making informed decisions and driving organizational success, I am committed to delivering results that exceed expectations while upholding the highest standards of professionalism and integrity. I am eager to join a team of talented professionals who share my passion for harnessing the power of data to drive business success. I am confident that my analytical skills, combined with my proactive approach and dedication to continuous improvement, make me a strong candidate for this position.

Location

Education

B
Business Management 2011-2012
College of Cape Town

N4 Certificate

G
Generic Management 2021
Services SETA

Certificate

G
Google Data Analytics 2023-2024
Coursera

Certificate

Work & Experience

D
Debt Collector 2015 - 2016
Home Choice Holdings Ltd

Obtain promise to pay from customer Achieve daily/monthly collection targets Rehabilitate and educate customers with regards to their payment profile Negotiate payment from customer following call script, within dialler time and meet departmental KPA targets Customer service Adhere to company systems, processes, policies and procedures Capture al details of customer liaison and agreements accurately onto the system Ensure that a polite, friendly, efficient and professional service is provided Capture required data in order to ensure all systems are up to date and accurate Worked on Avaya Dialler (predictive dialling), Ubusha, Omega systems

A
Affordability Agent 2016 - 2016
Home Choice Holdings Ltd

Ensuring the customers information is captured accordingly Assessing the customers income and expenses affordability calculations Adhere to company systems, processes, policies and procedures Capture al details of customer liaison and agreements accurately onto the system Ensure that a polite, friendly, efficient and professional service is provided Capture required data in order to ensure all systems are up to date and accurate Worked on Avaya, Vetting

P
Papertrail Agent 2016 - 2017
Home Choice Holdings Ltd

Processing all documents from Paper trail to Vetting Indexing on Paper trail Liaising documents with Vetting Information Facilitated Refresher trainings Updating exception reports for managers daily

P
Processing Agent / 2-I-C 2017 - 2018
Home Choice Holdings Ltd

Customer service Improve overall customer experience and service delivery statistics Adhere to company systems, processes, policies and procedures Verification and confirmation of customer profiles Capture al details of customer liaison and agreements accurately onto the system Ensure that a polite, friendly, efficient and professional service is provided Capture required data in order to ensure all systems are up to date and accurate Quality control (Ensure the accurate capturing of customer account details onto the system) Worked on Avaya, Vetting & Omega

O
Ombudsman Clerk 2018 - 2019
Home Choice Holdings Ltd

Assessing customers documents and affordability assessment in line with the NCR for the entire business Liaising with external debt counsellors Updating exception reports for managers on a weekly basis Constantly engage with management regarding any challenges Assessing the customers income and expenses affordability calculations Investigate complaints and resolve them to the best of the company standards Identify systemic issues leading to poor service or breaches of people's rights.

T
Team Leader 2019 - 2021
Home Choice Holdings Ltd

Managing 3 Teams: QA Team, Cash Salvage Team & Documents process Team (affordability / confirmations and document assessing PPT) Manage and track the team’s performance hourly, daily, weekly and monthly Provide accurate reports in line with the department’s requirements Updating weekly reports (KPA, productivity report) Updating monthly KPA Ensuring customer satisfaction is maintained Ensure that the departments service level agreements are in place and are achieved Constantly engage with management regarding any challenges Identified to mitigate through appropriate measures Participate in any projects as per the agreed KPA Assist with the implementation and optimization of projects and assignments Liaising with external customers and ensuring company standards is met. Lead and mentor agents to deliver complex and excellence customer service Managing QA Team – ensuring all trackers updated and department standards are met. Assisting Showrooms with queries/creating new accounts for customers. Releasing cash orders manually daily Transferring funds accordingly from different accounts Processing refunds to customers when required

T
Team Leader 2021 - 2022
Mukuru

Managing a team of 18 relief consultants Manage and track the team’s performance hourly, daily, weekly and monthly Provide accurate reports in line with the department’s requirements Updating weekly reports (KPI, productivity report) Updating monthly KPI Ensuring customer satisfaction is maintained Ensure that the departments service level agreements are in place and are achieved Constantly engage with management regarding any challenges Identified to mitigate through appropriate measuresParticipate in any projects as per the agreed KPI Assist with the implementation and optimization of projects and assignments Lead and mentor agents to deliver complex and excellence customer service Assisting consultants by creating tickets on system "Zendesk” Monitoring real time dialler optimization on QueueMetrics On-boarding of new staff Compile training content and training aids. Liaising with managers and staff to identify who would benefit from the additional coaching and training. Drawing up agreed action plan learners, outlining the aims of the coaching and monitoring progress.

R
Real Time Analysist 2022 - 2024
Mukuru

Affordability Agent (2016) 6 months Ensuring the customers information is captured accordingly Assessing the customers income and expenses affordability calculations Adhere to company systems, processes, policies and procedures Capture al details of customer liaison and agreements accurately onto the system Ensure that a polite, friendly, efficient and professional service is provided Capture required data in order to ensure all systems are up to date and accurate Worked on Avaya, Vetting Papertrail Agent (2016 – 2017) 12 months Processing all documents from Paper trail to Vetting Indexing on Paper trail Liaising documents with Vetting Information Facilitated Refresher trainings Updating exception reports for managers daily Processing Agent / 2-I-C (2017 – 2018) 12 months Customer service Improve overall customer experience and service delivery statistics Adhere to company systems, processes, policies and procedures Verification and confirmation of customer profiles Capture al details of customer liaison and agreements accurately onto the system Ensure that a polite, friendly, efficient and professional service is provided Capture required data in order to ensure all systems are up to date and accurate Quality control (Ensure the accurate capturing of customer account details onto the system) Worked on Avaya, Vetting & Omega Team Leader (Secondment) 6 months contract (2018) Manage and track the team’s performance hourly, daily, weekly and monthly Provide accurate reports in line with the department’s requirements Creating such as dialler file daily Updating weekly reports (KPA, productivity report) Updating monthly KPA Ensuring customer satisfaction is maintained Ensure that the departments service level agreements are in place and are achieved Constantly engage with management regarding any challenges identified to mitigate through appropriate measures Participate in any projects as per the agreed KPA Assist with the implementation and optimization of projects and assignments Ombudsman Clerk (2018 – 2019) 12 months Assessing customers documents and affordability assessment in line with the NCR for the entire business Liaising with external debt counsellors Updating exception reports for managers on a weekly basis Constantly engage with management regarding any challenges Assessing the customers income and expenses affordability calculations Investigate complaints and resolve them to the best of the company standards Identify systemic issues leading to poor service or breaches of people's rights. Team Leader (2019 – 2021 Sept) 33 months Managing 3 Teams: QA Team, Cash Salvage Team & Documents process Team (affordability / confirmations and document assessing PPT) Manage and track the team’s performance hourly, daily, weekly and monthly Provide accurate reports in line with the department’s requirements Updating weekly reports (KPA, productivity report) Updating monthly KPA Ensuring customer satisfaction is maintained Ensure that the departments service level agreements are in place and are achieved Constantly engage with management regarding any challenges Identified to mitigate through appropriate measures Participate in any projects as per the agreed KPA Assist with the implementation and optimization of projects and assignments Liaising with external customers and ensuring company standards is met. Lead and mentor agents to deliver complex and excellence customer service Managing QA Team – ensuring all trackers updated and department standards are met. Assisting Showrooms with queries/creating new accounts for customers. Releasing cash orders manually daily Transferring funds accordingly from different accounts Processing refunds to customers when required Mukuru Team Leader (2021 Oct – 2022 Aug) Managing a team of 18 relief consultants Manage and track the team’s performance hourly, daily, weekly and monthly Provide accurate reports in line with the department’s requirements Updating weekly reports (KPI, productivity report) Updating monthly KPI Ensuring customer satisfaction is maintained Ensure that the departments service level agreements are in place and are achieved Constantly engage with management regarding any challenges Identified to mitigate through appropriate measures Participate in any projects as per the agreed KPI Assist with the implementation and optimization of projects and assignments Lead and mentor agents to deliver complex and excellence customer service Assisting consultants by creating tickets on system "Zendesk” Monitoring real time dialler optimization on QueueMetrics On-boarding of new staff Compile training content and training aids. Liaising with managers and staff to identify who would benefit from the additional coaching and training. Drawing up agreed action plan learners, outlining the aims of the coaching and monitoring progress. Real Time Analysist (2022 Aug – Current Employed) Real time monitoring of service levels for all queues Real time monitoring of agents performance from all teams Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals Communicate and call out changes to incoming contact patterns to the respective customer support teams. Have a real time communication with the respective teams when call outs or changes need to be done. Support routing changes Update and send reports related to the performance of each team including but not limited to shrinkage, occupancy and adherence to schedule Build and maintain strong relationships with key stakeholders to ensure shared objectives are met Provide assistance to the Workforce manager. Interpret, analyse and make recommendations to improve the workforce in order to reduce. overheads and increase customer satisfaction and experience. To manage own professional and self-development Maintaning/Updating Intraday Report Updating/Identifying trends in break audit report reate and update statistic report for management

Awards

D
Directors AWARD 2018
D
DARETOCARE 2022
This award goes to the individual who through thier interactions increase the Mukuru family with a sense of community and a feeling of belonging
E
ENGANGEMENTCHAMPIOM 2023