Cape Town, Western Cape, South Africa
I am a Lead Associate Complaint Handler within the Complaints Department, bringing a broad range of skills and experience to my role. I have worked closely with agents on process updates, work allocation, audits, coaching, and the delivery of constructive feedback as part of their development. In addition, I have liaised with stakeholders to provide debt insights and support improvements within the debt management process. I am a motivated and dedicated individual who consistently strives to excel in my work. I am eager to apply the skills and knowledge I have gained to new opportunities, enabling me to continue developing professionally and progressing to the next stage of my career. I have 10 years’ BPO experience in collections and customer service within the Utilities sector, having worked on the Npower and Yorkshire Gas and Power campaigns. Alongside this, I hold five years of collections experience within the South African financial services industry, working with Identity and Bayport Loans, specialising in prescribed debt. My five years of experience in administration and reception roles have strengthened my ability to manage tasks efficiently, prioritise workloads effectively, and maintain a high level of organisation. I enjoy engaging with others, which enables me to build strong rapport and working relationships. This approach allows me to adapt confidently to new challenges and deliver positive outcomes in demanding environments.