Loyal Customer Service Agent

Available

Serial No: 14108

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Skills keywords: haslac – shemtrac, project management, quality assessment

Short Bio:

Good day

I see myself as a goal orientated individual who believes that no challenge is too big to be successful. Everything is possible if you discipline; determination and dedication. I believe that honesty is the best policy and that every person should measure success by his or her own standards. Loyalty is what opens doors in life and self motivation should come from you.

Regards
Algernan Norman

Current location:  Gauteng, South Africa - View on map

Nationality: South African

Preferred Sector of Employment:  Admin and Clerical, other

Spoken languages: english

Location I am interested in working: Anywhere

Education/Qualifications

Matriculated with Senior Certificate (General Smuts High School – 2002) GP
Subjects : English , Afrikaans, Mathematics, Physical Science, Technical Drawing, Fitting & Turning

Other

HASLAC – SHEMTRAC
From 16 April 2012 to 26 April 2012
Sections of the OHS Act Overview OHS Act Regulations
Regulations of the OHS Act Hazard identification and Risk Assessment
Health and Hygiene Management Incident Investigation Management
Hazard Identification and Risk Emergency Preparation
Assessment. Environmental Management
Workplace Management Health and Hygiene
SHE Business Administration

From 01 August 2012 to 03 August 2012
IRCA
Root Cause Analysis Technique course

From 16 April 2012 to 26 April 2012
Health & Safety Representative Course

From August 2006 to November 2006
STC  – Engineering
Supervision – Planning – Orientation – N3

Completed 25 October 2008
CNC Master – CNC Operator
Programming a CNC Machine (Theory and Practical)

From 09 October 2010 to 04 December 2010
Ekurhuleni Artisans & Skills – Welding
Gas Metal Arc Welding -Mild
Steel

In House Training (through Metropolitan Health)
Project Management
Quality Assessment

Work Experience

KYC Admin Official –
First National Bank Home loans
From 25 November 2004 to 30 December 2006
Customer Services Agent
Maintaining all existing home loan accounts where
Items of IFCA (Financial Intelligence Centre Act2001) relating to all legal entities (Trusts, Companies, close corporations, partnerships both Joint and individual).
Receiving and quality checking of all FCA Documents received the customer per legal entity.
Hogan CIS (Performing all system related
Functions pertaining to understanding the data
Requirements for each legal entity).
• Maintaining of personal information of customers
• Combining duplicate accounts
• Updating of the KYC indicator
• Linking and unlinking if accounts
• Updating ACRM
• Working on the home loans CTS system AWD
• Viewing of documents
• Microsoft Office (Word, Excel, Outlook Express) FNB (Business on Call)

From 03 March 2007 to 30 June 2008
Customer Services Agent
: Statement requests
: Query resolution
: Tracing credits and debits to Business accounts

Campaigns : Calling clients to promote the
: BEE Campaign
: Sending information to clients

Duties (Admin)
: Assisting with Bank codes
: Calling other banks to get codes
: Updating information and
: Sending out to clients
: Updating Service requests
: Follows ups
: Complaints
: Assisting with Full Generals
: Assisting with codes on cheques (one amounts)

FNB (Business on Call)
From 03 March 2007 to 30 June 2008
Customer Services Agent
: Statement requests
: Query resolution
: Tracing credits and debits to
: Business accounts

Campaigns
: Calling clients to promote the
: BEE Campaign
: Sending information to clients

Duties (Admin)
: Assisting with Bank codes
: Calling other banks to get codes
: Updating information and
: Sending out to clients
: Updating Service requests
: Follows ups
: Complaints
: Assisting with Full Generals
: Assisting with codes on cheques (one amounts)

Metropolitan Health Group
GEMS (Government Employee’s Medical Schemes)
From 01 August 2011 to 31 December 2012
Quality Assurer
Assessment of calls and correspondence for membership claims and helpdesk enquiries to measure the level of service being provided to clients.
– Identifying and reporting of problem areas, trends and training needs with the focus on development of call centre consultants, claims assessors, premium management, membership clerks and Team leaders.
– Communicating regularly with the Agent and Management in terms of assessment and quality checks being done.
– Liaise with all relevant role players in the event of disputes regarding customer satisfaction measures in order to ensure the accurate and consistent application of procedures is done.
– Coaching of Agents, Assessors and Team Leaders to achieve desired quality levels.
– Facilitating training sessions as and when required. Assessment of calls and correspondence for membership.
– Compiling weekly and monthly reports on assessment scores as well as errors detected.

Momentum Retirement
Process initiator Center.
From 01 January2013 Current
Process Initiator
• Verification that each page is acceptable for visual integrity- the letters are clear, the entire page/pages are received; no unusual lines appear, ensure that multiple pages are grouped and complete.
• Identification of electronic documents (scanned or electronic fax) or group of documents with the correct document identifier and; quality assure data to guarantee correct distribution for the timely executions of the administration operations.
• Perform the Quality Assurance procedure of switch and claim documents in a timely and accurate manner.
• Record Quality Assurance failed documents on Control List, attach notification letter and forward to Member Product Operations Support Department.
• Highlight problem areas to Management in order to proactively manage and avoid the forming of backlogs/delays within the process.
• Scanning of documents related to membership correspondence and; quality assures generated images to ascertain that image grouping is correct.
• Adjust scanner operation based on an assessment of document quality, i.e. grey scale requirements, paper quality, document type and sizes.
• Control download of batches of images received.
• Correct images in character mode, field mode and form mode and perform a data review.
• Re-evaluate images as a specific page of a specific document in order for the images consisting of a specific number of pages to feed through to the Verifier Application for verification of data.
• Manage documents by committing and exporting accepted images and data into the respective database.
• Identify problems with the hardware/software and report these to the proper authority.
• To attend to enquiries from internal MRA clients relating to the receipt of Claim Documents.
• In consultation with the Department Manager to order stationery and refreshments for the office.
• To prepare invoices for payment and submit them to the Department Manager for approval.
• To attend workshops and training sessions designed to keep abreast of retirement fund industry.
• Ensure telephone usage is within budget constraints.
• Carry out any other reasonable duties as may be directed by management