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Tshepiso
Customer Service & Collections Specialist with over 12 years in Client Support and Debt Recovery
Video resume
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Competencies
Exceptional ability to handle inbound and outbound calls, ensuring client satisfaction and issue resolution.
Proficient in negotiating payment arrangements and rehabilitating delinquent accounts effectively.
Skilled in maintaining positive client relationships and managing diverse customer needs across industries.
Accurate data capturing and updating client records using various dialer and CRM systems.
Strong communicator with the ability to handle sensitive situations and foster trust with clients.
Education
Summary
Dedicated customer service professional with over 12 years of experience in client support, collections, and account management across financial and service sectors. Adept at negotiation, relationship building, and process optimization to enhance client satisfaction and financial recovery.
Key Achievements
- Consistently met and exceeded collection targets at Nutun and Nedbank, enhancing revenue recovery.
- Streamlined client communication processes at Cartrack, achieving a 4-hour email response turnaround.
- Successfully negotiated payment plans, reducing delinquency rates among defaulting customers.
- Provided exemplary customer service at Els, maintaining high quality standards and client satisfaction.
- Managed multi-channel customer interactions, improving operational efficiency and client retention.
Experience
Customer Service Consultant
Handling inbound and outbound customer calls. Assisting clients with account queries and service requests. Updating client information on internal systems. Maintaining quality standards and meeting KPIs. Providing professional and efficient customer support
Collections Agent
Contacting defaulting customers telephonically. Negotiating payment arrangements. Updating account records accurately. Meeting daily and monthly collection targets. Handling disputes and escalating where necessary
Client Services Agent
Assisting clients with vehicle recovery unit queries. Managing customer emails (4-hour turnaround time). Handling installations and re-installations. Processing ownership changes, upgrades, and cancellations. Conducting follow-ups to ensure resolution. Meeting KPIs and delivering quality service
Consultant
Assisting customers with medical services. Liaising with medical aid clients. Updating medical records. Administration support
Collections Agent
Inbound and outbound collections. Contacting defaulting clients. Rehabilitating delinquent accounts. Updating client records. Transferring calls to relevant departments
Debt Collection Agent
Data capturing. Managing inbound & outbound calls. Operating Avaya dialer system. Handling client queries. Service delivery support
Sales Agent
Outbound sales calls. Selling Momentum products. Achieving daily sales targets
Shop Assistant & Cashier
Customer service. Operating till points. Maintaining cash flow. Assisting customers in-store. Product knowledge support
Skills
Video Transcript
Cleaner
At the age of 38, I am applying for this job as a cleaner, and I believe that you should hire me as a cleaner because I'm a reliable, hardworking, and take pride in keeping spaces clean and organized. I also understand the importance of cleanliness for health and safety, and I always do my work thoroughly. I'm punctual, trustworthy, and able to follow instructions while working independently. So currently, yes, I have been working as a consultant, but I've been applying for cleaning for a cleaner position. I have worked, the experience that I have as a cleaner, it was with Kompo company, but it was only a contract job, although it is not included on my CV because I only worked there for a couple of six months, six to eight months. So after then, I was not able to get any cleaning income, any cleaning jobs or occupation, but now I have also started to apply for cleaning companies. Thank you.