Amanda Mhaga

Experienced Debt Collector and Call Centre Agent with over 5 years of proven expertise in customer service, debt recovery, and administrative support. Adept at managing high-volume inbound and outbound calls, negotiating payment arrangements, and resolving customer disputes while maintaining compliance with industry regulations. Highly skilled in client relationship management, data entry, record keeping, and CRM systems.

Strong communicator with a results-oriented mindset, consistently meeting and exceeding collection targets. Seeking a challenging role in debt collection, call centre operations, or administrative support where my skills in customer engagement, problem-solving, and operational efficiency can add value.

Consultant at DMC (2014-01 – 2025-08)

• Contacted customers via phone, email, and written correspondence to collect overdue payments.
• Negotiated and arranged suitable payment plans based on client affordability.
• Monitored and updated customer accounts with accurate notes and payment details.
• Followed up on outstanding debts and ensured timely resolution of overdue accounts.
• Handled inbound and outbound collection calls in a professional and empathetic manner.
• Advised customers on payment options and provided account information when requested.
• Referred complex or disputed cases to supervisors or legal departments for further action.
• Ensured compliance with company policies, credit control procedures, and debt collection regulations.
• Maintained confidentiality of client information and handled sensitive data responsibly.
• Achieved daily and monthly collection targets while maintaining a high level of customer satisfaction.
• Prepared reports on collections, payment arrangements, and delinquent accounts.
• Worked collaboratively with team members to meet departmental goals and deadlines.
• Escalated unresolved or high-risk accounts for further review.
• Identified potential cases of financial hardship and handled them with discretion and care.

Call Centre Agent at VWM Attorneys (2014-01 – 2014-12)

• Contacted customers to collect outstanding debts and negotiate suitable payment arrangements.
• Handled inbound and outbound calls in a professional and customer-focused manner.
• Informed clients about overdue accounts and explained repayment terms clearly and accurately.
• Updated customer account information and recorded call outcomes on the internal system.
• Followed up on promises to pay and ensured timely resolution of overdue accounts.
• Met daily and monthly collection targets while maintaining high-quality customer interactions.
• Managed high call volumes efficiently while adhering to call scripts and company procedures.
• Resolved customer disputes, queries, and complaints with professionalism and empathy.
• Escalated complex cases or non-compliant accounts to supervisors for further review.
• Ensured compliance with company policies, POPIA, and debt collection regulations.
• Prepared daily reports on payments received, arrangements made, and outstanding balances.
• Worked closely with the quality assurance and admin teams to ensure accurate record-keeping.
• Maintained confidentiality of client and consumer information at all times

Call Centre Agent at Real People (2008-01 – 2012-12)

• Answered incoming calls and assisted customers with inquiries, requests, and complaints.
• Provided accurate information about products, services, and account details.
• Handled customer concerns professionally, ensuring a positive and timely resolution.
• Recorded customer interactions and updated account information in the company database.
• Followed communication scripts and adhered to standard operating procedures during calls.
• Escalated complex or unresolved issues to supervisors for further assistance.
• Conducted outbound calls to follow up on customer queries, payments, or feedback.
• Met daily performance targets including handling time, customer satisfaction, and resolution rate.
• Maintained a calm and professional tone when dealing with difficult customers.
• Worked collaboratively with team members to improve service delivery and meet departmental goals.
• Adhered to call centre policies, privacy standards, and data protection regulations.
• Collected and processed customer feedback to support service improvements.
• Assisted in administrative tasks such as scheduling callbacks and documenting outcomes.
• Demonstrated excellent listening and communication skills to ensure customer needs were understood.

Fundamentals of Management – DAMELIN COLLEGE (2007-01 – 2007-12)

National Senior Certificate (Matric) – HLOKOMA HIGH SCHOOL (2006-01 – 2006-12)