Skills
Conflict Resolution; Credit; Deadline Management; Teamwork; Customer Satisfaction; Sales; Processing; Leadership; People Management; Professional Etiquette; Complaint Resolutions; Organizing Meetings; Call Center; Banking; Payment Handling
About
Key Roles & Accountabilities
▪ Managing a team of 18 employees
▪ Deal with complaints that stem from SLAs and irate clients
▪ Management of disputes raised by clients
▪ Manage the support of client account reconciliation
▪ Support of external users / Banks queries
▪ Dispute of debit orders and mandate requests
▪ Monthly reporting
▪ Dispute resolution
▪ EFT Credited / Debits
▪ EDO Debits
▪ RTC Missing payment
▪ RTC Credits
▪ Care
▪ Plexus
▪ Dispute Escalations
▪ CQLS Escalations
▪ Draft and present for signoff the various process flows and business requirement documents
▪ Attend monthly Business User Group
▪ Management of UDOA
▪ Processing of Payments (Recalls & Reversals / Debit order disputes / NEPS / Smart Block)
Name of firm: First National Bank Limited
Liaises with: Absa, Nedbank, Standard Bank, African Bank, Capitec, Investec, Citi Bank, Standard Charted
Period of work: May 2012 – June 2013
Key Roles & Accountabilities:
▪ Inbound Call Centre
▪ Credit card upgrades
▪ Limit increases
▪ Retentions
▪ New card requests
▪ Office Processing
Period of work: January 2012 – May 2012
Key Roles & Accountabilities:
▪ Outbound Sales
▪ Capturing client information
▪ Policy Activation
▪ Beneficiary Pay-outs
▪ Liaising with clients
▪ Office Processing
▪ Policy Adjustments
Name of firm: Telkom SA
Designation: Sale Consultant – Contracts
Period of work: August 2011 – December 2011
Key Roles & Accountabilities:
▪ Outbound sales
▪ Capturing client information
▪ Installation Requests
▪ Landline Requests
▪ Update of Client Data base
Name of firm: Crayden’s Parts
Liaises with: Walk in customers, Spare shops
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