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Viwe
Customer Service – Complaints Handler
Contacto
Competencias
Demonstrated experience with Payroll Administration.
Demonstrated experience with Customer Service.
Demonstrated experience with Debt Collection.
Demonstrated experience with Sales and Marketing.
Demonstrated experience with Learning Material Developer SETA & QCTO.
Educación
Resumen
Professional profile
Experiencia
CUSTOMER SERVICE – COMPLAINTS HANDLER
Managed the end-to-end complaint resolution process in line with Scottish Power policies, OFGEM regulations, and the Energy Ombudsman's guidelines.. Investigated complex complaints related to billing, meter registrations, and faulty switches by analysing data across SAP (Customer & Billing) and the Industry Settlement (ISU) systems to identify root causes and assign responsibility.. Liaised with industry bodies (e.g., MOP, MOA) via ISU processes to resolve disputes over meter registrations, meter point administration, and erroneous gas/electricity switch requests.. Authored detailed, final decision letters for Stage 2 complaints, ensuring all decisions were robust, compliant, and clearly communicated to customers.. Acted as a point of escalation for unresolved issues, taking ownership to de-escalate situations and provide appropriate redress, including goodwill payments where warranted.. Maintained accurate and comprehensive records of all investigations, actions, and communications within the Customer Relationship Management (CRM) system.. Collaborated with internal departments (Billing, Metering, Operations) via SAP and ISU platforms to validate information and implement corrective actions to resolve root causes.. Utilised Genesys cloud contact centre platform to manage inbound/outbound complaint communications, ensuring efficient case handling.. Identified and reported recurring systemic issues related to industry data flows or internal processes to management, contributing to process improvements.. Prepared and issued Proforma Invoices to resolve billing complaints, facilitating final settlements, correcting account balances, and ensuring accurate refunds or charges in SAP.
SENIOR CUSTOMER SERVICE ADVISOR — CAMPAIGN: MARKS & SPENCER
Assisting UK based customers with online placed order.. Book store appointments.. Raise Tickets and Alerts.. Liaising with store managers.. Completing Service requests for customers.
CUSTOMER SERVICES AGENT — CAMPAIGN: B&Q & VERIZON
Assisting UK based customers with online placed order.. Amending online orders.. Arranging returns and collection of orders.. Chasing of customer order from Third parties.. Dealing courier services companies.. Completing Service requests for customers.. Tracking online orders.
LEARNING MATERIAL DEVELOPER (SETA & QCTO)
Designed and developed compliant learning materials (workbooks, facilitator guides, assessments) aligned with SETA/QCTO and NQF standards.. Collaborated with SMEs, SETA/QCTO representatives, and training providers to validate content.. Ensured quality assurance and compliance with SAQA/DHET regulations.. Created formative/summative assessments, marking guides, and moderation tools.. Managed end-to-end material development projects, meeting deadlines and version control.. Trained facilitators on material usage and provided e-learning support.. Researched industry trends and updated materials to reflect legislative changes.
MARKETING AND SALES MANAGER / PROJECT MANAGER
Promoting the company's existing developed materials and introducing new materials to the market.. Developing quotes, proposals for clients and tenders.. Developing weekly and monthly sales strategy for the sales and marketing departments.. Maintaining relationships with important clients by making regular visits, understanding their needs, and anticipating new marketing opportunities.. Planning and overseeing new marketing initiatives.. Attending conferences, meetings and skills and development training events.. Making sure BRANDING is constantly updated (Business Cards, Flyers, Company Profile, Media Platforms, Social Media Platforms).. Managing training projects from start to finish, writing reports, create and maintain project master plans to be implemented in the various regions to ensure programme implementation Media Publisher is scheduled and aligned to mandate the objective of Yellow Publishers.. Providing management with feedback, manage and coordinate existing projects, liaising with stakeholders such as the SETA's and QCTO.. Being actively involved in all programmes, services, and initiatives, developing a broad knowledge of all programmes.. Identifying opportunities for Yellow Media Publishers to leverage inter and cross programme strengths to take advantage of new opportunities and address organisational challenges.. Ensuring that delivery of projects have appropriate levels of quality, are timely and in line with the executive leadership strategic expectations.. Prepare Monthly Performance Report for the Team.
APPOINTMENT SETTER / TEAM LEADER
Scheduling diaries / making appointments for Field Staff Agents on a daily basis, cold calling prospective clients using a list of phone numbers provided, and Broker’s Diary Management.. Familiarizing yourself with essential details of products and services (selling healthcare products).. Accepting calls from prospective clients as they arise.. Setting appointments for OXYCARE health products.. Shared access to MS Outlook Calendars to allow for arranged appointments.. Identify new opportunities and set up appointments.. Handle calls or acknowledge customer’s emails for sales consultants who are away from the office via out of the office notifications.. Assist Managers in Sales Strategy Development.. Keep informed of New Products and Services.. Recruit, Train and Coach the Sales Team.. Delegates Tasks and Set Deadlines, Set Sales Target and Motivate Sales Team.. Prepare Weekly and Monthly Performance Report for the Sales Team.
VODACOM PREPAID CUSTOMER SERVICE AGENT FOR INBOUND CALLS
Solving queries for prepaid lines.. Handset queries.. Airtime voucher queries.. Sim-card activation.. Technical queries.. Taking inbound calls for Vodacom prepaid queries.. Educating customers about Vodacom New Products.
CLAIMS ASSISTANT (TEMPORARY POSITION)
View registered and non-registered claims.. Update excel spreadsheet with registered and validated claims on a daily basis.. Answering of telephone from external claimants.
HUMAN RESOURCES SERVICE OPERATOR
Responsible for ensuring that all payroll transactions are completed via SAGE in accordance with agreed timetable to ensure effective pay dates.. Opening of daily Incoming mail, tracking (on HR Document tracker), clearing of faxes.. Ensuring error free pay run on a monthly basis.. Process and coding of manual payments on SAP in accordance with Co Policy.. Helpdesk SA – Responsible for managing and ensuring all queries are handled in an efficient and timely manner in accordance with agreed SLAs-24hrs response/48 hours resolution.. Ensure Administration of 3rd party information (Provident Fund, Medical Aid, etc) is administered as outlined in document processes.. Responsible for assisting External Auditors as required.. Ensure adherence on all HR Policies / Process.. Ensuring KPI’s on relevant payroll operations are logged if non compliant by HR Ops and Business.. Manual and electronic filing system on MGX be kept to date monthly.. Ensure I am aligned and apply adherence to Company Code of Conduct.. Administration of death and group life claims.. Administration of monthly overtime and shift allowance by business.
REPURCHASE AND ADMINISTRATIVE ASSISTANT
Dealing with individual clients, White Label companies & LISPs queries telephonically, email and written correspondence.. Authorizing of Branch Payments via email.. Checking and processing White Labels repurchases instructions.. Processing all LISP’s (Link Product Investments) repurchase instructions.. Dealing with LISP’s redemptions; Daily JP Morgan confirmations for sell trades to be processed.. Ensuring all finswicth rejections are captured.. Ensuring all certificates and/or cessions cancelled before a client wants to do a repurchase.. Writing and posting letters to clients for any outstanding queries.. Confirming client requests and verification of client’s bank accounts for payments.. Updating the website with fund prices.. Dealing with clients queries telephonically, processing individual clients repurchases.. Verification of repurchases before payment is processed.. Confirming faxed instructions.
PAYROLL CLERK
Leave capturing on a monthly basis.. Capturing of all allowances and deductions on People soft.. Prepare a reconciliation report of all deductions that are put through the payroll for the month.. Capturing new employees on SAP including pensioners and also opening new files for Promotions, Adjustments, Transfers, Resignations.. Prepare payroll reports.. Checking and fixing errors arising during the preliminary run.. Responsible for leave calculations and payments, overtime calculations and payments via EFT on CICS or by a cheque or branch authorization.. 3rd party payments such as Garnishee Order Payments, UIF and PAYE.
PAYROLL ADMINISTRATOR
Airfreighting monthly payslips & costing.. Alpha listing –HR Focus query builder.. Attendance Bonus –Reconcile & Process (Feb-Yearly) via Link to Cape Town.. Monthly capturing on HRFOCUS & Great Plains.. Create monthly reports on CRSYTAL REPORTS.. Checking of Monthly Input.. PAYOVERS –UIF & PAYE.. Complete UIF request i.e. fill out necessary form (UI19).. Printing & Airfreighting of leave reports quarterly.. RSC Levies Reports.. Update Staff Reports.. Update Company cars & bakkies on HRFOCUS Traffic.. A.O.D’s & other A.O.D also paying traffic fines.. 3rd payments Sanlam, Santam, Metropolitan, Recruiting Agencies, Pension to Old Mutual.
COLLECTION TRACKING AND ANALYSIS SYSTEM
Updating accounts that are in arrears.