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Zikhona
Customer Service Specialist & Financial Recovery Lead
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Competencies
Demonstrated experience with Financial Operations.
Demonstrated experience with Settlement Negotiation.
Demonstrated experience with Dispute Resolution.
Demonstrated experience with Account Management.
Demonstrated experience with Complaint Handling.
Education
Languages
Summary
Professional profile
Experience
Customer Service Specialist & Financial Recovery Lead
End-to-End Account Management: Spearhead comprehensive debt recovery lifecycles, driving revenue protection by establishing sustainable monthly instalment plans and auditing automated debit orders for flawless execution.. Multi-Channel Communication: Manage high-volume, professional correspondence across telephone, corporate email, and WhatsApp business portals, acting as the primary point of contact for complex account updates and policy inquiries.. Target Achievement: Consistently exceed organizational collection targets and operational KPIs by leveraging advanced, empathetic negotiation frameworks to close complex financial settlements.. Escalation Resolution: Function as a key problem-solver, resolving deep-seated service complaints and billing disputes efficiently to protect the brand's reputation and boost customer retention.. Data & Team Administration: Support team-wide productivity by generating formal correspondence, managing legal/administrative documentation, and executing precise database upkeep.
Credit Controller & Debt Recovery Specialist
Revenue Assurance: Shielded organizational cash flow by proactively managing accounts receivable, assessing consumer creditworthiness, and implementing strategic collection workflows to minimize bad debt.. High-Volume Portfolio Management: Directed heavy inbound and outbound financial recovery campaigns, successfully converting delinquent accounts into structured, finalized payment settlements.. Financial Reporting & Analysis: Compiled, verified, and distributed vital internal and external financial statements, general ledgers, and data-driven monthly forecasting reports.. Audit & Reconciliation: Coordinated corporate account reconciliations and partnered directly with audit teams to ensure total regulatory compliance and zero-error accounting logs.. Administrative Guardrails: Maintained strict administrative oversight by managing account transaction records, processing debit order mandates, and drafting formal legal correspondence.
Client Services Representative & Portfolio Administrator
Portfolio Rehabilitation: Facilitated early-stage recovery on overdue accounts by negotiating realistic, legally binding payment structures while maintaining professional client relationships.. Omni channel Support: Delivered rapid, accurate inquiry resolution across a variety of customer touchpoints, including telephone, live chat platforms, and digital mail.. Operational Enablement: Streamlined day-to-day department operations through rapid data capturing, meticulous document processing, and administrative team assistance.. Product Expertise: Maintained an expert-level understanding of corporate legal service offerings to perform technical troubleshooting and ensure high post-interaction satisfaction scores.