Este es mi perfilContactar vía CazVidEste perfil está escrito en inglés
Tshegofatso
Customer Service & Collections Consultant at African Bank
Contacto
Competencias
Expertise in managing customer inquiries, resolving issues efficiently, and ensuring high satisfaction levels.
Skilled in handling complex billing disputes and resolving conflicts to maintain client trust.
Proven ability to oversee and optimize operational processes in high-pressure environments.
Experience in supervising staff and conducting training to enhance team performance.
Educación
Idiomas
Resumen
Versatile professional with extensive experience in customer service, dispute resolution, and operational management. Proven track record of enhancing customer satisfaction and ensuring compliance in fast-paced environments.
Logros Clave
- Resolved high-volume customer queries, ensuring accuracy and SLA compliance.
- Managed complex billing disputes, enhancing customer satisfaction and retention.
- Directed exam center operations, maintaining compliance with national protocols over seven years.
- Supervised and trained staff, improving team performance and operational efficiency.
Experiencia
Customer Service & Collections Consultant
Orchestrate the resolution of high-volume customer queries and complex billing disputes across various brands, ensuring meticulous accuracy and strict adherence to organizational SLA compliance.. Manage a portfolio of delinquent client accounts, proactively contacting customers to negotiate mutually agreeable payment arrangements, resolve payment failures, and reduce outstanding bank exposure.. Execute rigorous customer due diligence (CDD) by validating official identity documentation, proof of residence, and banking details. Ensure strict compliance with FICA (Financial Intelligence Centre Act) and KYC protocols during customer onboarding, digital profile updates, and credit facility processing.. Manage critical security protocols, including fraud query logging, stopping compromised cards, and performing secure customer profile updates to protect account integrity.. Lead the chasing of funds for disputed or erroneous transactions and coordinate account collections, collaborating across departments to ensure timely recovery, accurate reconciliation, and formal customer notification.. Maintain a consistent 24-hour Service Level Agreement (SLA) while delivering high-quality, comprehensive billing and support resolutions that enhance the overall customer experience.. Proactively identify recurring service issues to update and improve Macros, FAQs, and chatbot response logic, successfully reducing inbound ticket volume through self-service optimization.. Contribute to the continuous improvement of AI-led support systems and digital automation tools to drive scalability and operational speed.. Monitor and analyze ticket trends and payment collection patterns to surface actionable insights, directly informing management on necessary updates to operational workflows and staff training programs.. Play a pivotal role in customer retention strategies by resolving complex disputes, addressing billing grievances, and fostering trust through transparent communication.
Matric Exam Centre Manager
Directed the full lifecycle of exam center operations over a seven-year tenure, ensuring absolute compliance with national administrative protocols and legal requirements.. Supervised and trained large teams of invigilators and administrative staff, prioritizing complex workloads to meet rigorous seasonal deadlines.. Pioneered "triple-check" data entry and verification protocols to maintain 100% data integrity for high-stakes candidate documentation and results.. Managed high-volume administrative logistics, including secure material handling and spatial organization, ensuring zero-error margins in sensitive environments.