Angus Cupido

Experienced administrative and client services professional with 10+ years' experience across government, healthcare and financial-services environments. Skilled in data capturing, record keeping, document processing, client support and computerised systems. Currently supporting policy administration and client services at Atlantic Funeral Services, with strong communication, organisational and time-management skills.

Administrative & Sales & Marketing Consultant at Atlantic Funeral Services (2025-12 – Present)

• Provide professional client service through telephone, WhatsApp and face-to-face communication, handling enquiries and resolving client queries efficiently.
• Accurately capture, update and maintain confidential client and policy records, ensuring information is complete and up to date.
• Process policy documentation, statements, reprints, payments and related administrative requests with a high level of accuracy.
• Perform general office administration, including document scanning, electronic filing, correspondence and coordination with internal departments.
• Manage multiple priorities and daily deadlines while maintaining strong attention to detail, professionalism and excellent time-management skills.

Systems Training & Administrative Support Specialist at DataCentrix Holdings (2015-08 – 2025-11)

• Trained and coached over 15,000 government users across Western Cape Government departments on electronic systems and applications, including Clinicom (HIS), providing structured training, practical demonstrations, hands-on guidance and ongoing user support.
• Delivered daily systems training and coaching to users, helping staff understand system functionality, follow correct procedures and confidently perform their operational and administrative duties.
• Provided 1st and 2nd line system support, assisting users with technical and functional queries, troubleshooting system-related issues and providing guidance to resolve problems effectively.
• Conducted user onboarding, system demonstrations and refresher training, adapting training and coaching to different levels of user experience and departmental requirements.
• Supported Clinicom (HIS) patient administration functions, including patient registrations, attendances, transport bookings, data capturing and handling user and client queries.
• Assisted government departments with the effective implementation and use of electronic systems, helping users transition to system-based processes and maintain accurate information.
• Performed data validation, document control, record maintenance and system-related administrative functions in accordance with departmental procedures and compliance requirements.

Data Clerk at Medal Paints (2014-11 – 2015-08)

• Capturing of several products, and orders on MCBA system.
• Processes invoices, verifies documentation, coding and discounts.
• Filing of Invoices after Payment Run.
• Doing Recon of Credits, upliftments, short payments & price differences
• Educate the customer & offer our product range related solutions to clients.
• Utilise inbound call opportunities to generate sales and renewals.
• Conduct follow up calls on a daily basis to customers who have expressed an interest in our Products/ orders.
• Respond to customer emails in a professional manner.
• Work with and support our Professional Sales team, helping to support customers and sales Opportunities.
• Create and maintain records in database; miscellaneous administration tasks.
• Proactively contribute to the ongoing development of departmental processes and policies.

Quality Assurance Manager at 121 Group Outsource (2013-03 – 2014-06)

• Managed quality assurance standards across multiple campaigns in the food, retail, and financial services sectors (KFC, Parmalat, Bokomo, Sasko, Heinz, King Pie, Nulaid, Tydstroom, Real People, Maxlaw)
• Delivered training and coaching to staff and QA team members, identifying performance gaps and providing guidance to improve quality and service standards.
• Monitored and audited customer calls to assess service quality, compliance and accuracy, including listening to calls reviewed by the QA team to verify that calls were correctly assessed and scored.
• Conducted performance monitoring, quality audits and reporting across campaigns, identifying trends and areas requiring improvement.
• Developed and maintained QA procedures, policies and control systems to support consistent quality standards.
• Liaised with clients and internal teams to implement corrective actions and resolve quality-related issues.

Call Centre Operations Supervisor at Inter – Active Technologies (2013-03 – 2014-06)

• Supervised and supported both Sales and Quality Assurance (QA) teams, ensuring sales targets, KPIs, conversion rates and quality standards were achieved.
• Coached and developed staff through training, performance monitoring and feedback to improve productivity and service delivery.
• Managed escalated customer queries, ensuring ownership, timely resolution and professional customer service.
• Monitored team performance, scorecards and quality standards, identifying areas for improvement and implementing corrective actions.
• Liaised with support teams and management to resolve operational challenges and improve processes.
• Managed lead and prospect activities, project-related tasks and overall team performance.
• Promoted a motivated, competitive and productive team environment while maintaining high service and quality standards.

Sales Representative Consultant, Quality Assurance Officer & Customer Service Team Leader at Dialogue Group (2004-02 – 2010-02)

Managed customer service and quality assurance processes in high-volume contact centre environments (Hollard, Standard Bank, Old Mutual, MTN, Medscheme)

• Handled financial and insurance-related queries, ensuring accurate information, compliance, and correct documentation of interactions
• Conducted call escalations and case resolution, ensuring issues were properly recorded and resolved efficiently
• Provided on-floor support, coaching, and mentoring to agents to improve service accuracy and performance
• Monitored quality assurance metrics, KPIs, and compliance standards, ensuring adherence to procedures
• Compiled daily, weekly, and monthly performance reports and analysed service trends
• Delivered training and feedback sessions to improve staff performance and service consistency
• Participated in team leadership activities, including performance reviews, briefings, and operational support

Grade 12 – Windermere High School (1999)

NQF Level 2 in Contact Centre – Calling the Cape (Service Seta) (2004-01 – 2005-07)

FIAS/FECA (NCA) 31 Credits – Dialogue Group (2009-06 – 2009-08)

NQF Level 4 in Contact Centre – Dialogue Group (Service Seta) (2009-09 – 2009-09)

Supervisor Training – Inter – Active Technologies

Coaching for Business – Vodacom Academy

Business Consultant – OpenText

Trainer Certification – OpenText