Bilali Duma

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.

Known for reliability and proactive approach to meeting customer and organizational goals. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships.

Track record of maintaining high customer satisfaction and fostering loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Fleet Controller / Tracker - City Logistics

(2024-01)

• Tracking of all Linehaul vehicles & calling drivers on cells as per the Linehaul Track & Trace SOP.
• Capturing vehicle position data on TMS and escalating any expectations picked up. Verifying vehicle positions to determine arrival and departure times, escalating any exceptions immediately.
• Liaising with Linehaul Ops Controllers regarding planning, delays, breakdowns, late departures
• Send client updates as per scheduled intervals.
• Issuing and managing (recons) of vehicles keys, toll cards and equipment on register.
• Debriefing of drivers - ensuring all required documentation is handed in as per procedures in the approved register.
• Give assistance to Risk Controller in case of Linehaul accidents, theft, hijackings etc.
• Reporting mechanical/tyre breakdowns and other relevant incidents to the Control Centre.
• Fulfil the basic functions around the Control room's responsibilities in monitoring all business activities which is mainly around the fleet activities.
• Monitoring all vehicles that are in the company's interest and on the road until they have offloaded and are parked off at the depot.
• Facilitated seamless handovers between shifts by providing thorough briefings on current operational status and ongoing tasks.
• Worked with drivers, customers and company personnel to resolve service issues, routing and planning and mechanical problems.
• Managed daily fleet operations to guarantee optimal utilization of resources and minimize downtime.
• Streamlined communication between drivers and dispatchers, ensuring timely updates on job statuses and potential delays.

Client Service Representative / Fund Assessor - MIBCO

(2017-09 - 2022-04)

• Receives and logs new social benefit funds applications.
• Ensures all member data on the Mibco system is correct and valid.
• Validates the application details.
• Ensures that the employee/employer is due for the benefit applied for.
• Assesses applications in accordance with the fund's rules and regulations.
• Transacts and effects payments to the establishment, member or service provider concerned.
• Finalizes all queries and complaints forwarded on by the Customer Service Agents.
• Conducts investigations into queries and complaints and responds to the establishment, members, service provider and party concerned.
• Liaises with relevant parties to resolve complaints.
• Provides customer services to members, establishments, service providers and parties via written and / or telephonic communication.
• Ensures service levels and performance in customer administration are maintained in terms of the national Mibco Mission, Vision and Statements.
• Administers the receipt and allocation of funds cheque payments, inclusive of registered mail.
• Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
• Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
• Managed incoming calls, providing prompt and accurate information to clients about products and services.

Cashier - Durban University of Technology

(2015-01 - 2016-12)

• Receipting of Universities monies. (ITS System)
• Banking all monies timeously.
• Distribution of all petty cash to staff.
• Liaise with banks on unallocated/unreferenced deposits.
• Assist with Debtors reconciliations and fee collections
• Handling phone call queries related to financial status and transferring to the correct departments.
• Sorting and issuing of students NSFAS cards
• Assisting with issues regarding NSFAS funding.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Enhanced customer satisfaction by providing efficient and accurate cash transactions.
• Handled multiple payment methods securely, minimizing discrepancies and potential losses.

Data Capture - Durban Municipality Water and Sanitation

(2014-01 - 2015-12)

• Capturing of daily running sheets, Job cards /time sheets
• Requisitions-service orders non-stock and wastewater requisitions
• Evaluating Information to Determine Compliance with Standards
• Issuing new task books to Project Managers
• Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities.
• Maintained strict confidentiality while handling sensitive client information and records.
• Corrected data entry errors to prevent duplication or data degradation.
• Entered client information into databases quickly and with minimal errors.
• Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
• Ensured timely completion of assigned tasks, maintaining a high level of professionalism under pressure and tight deadlines.
• Provided exceptional customer service when responding to inquiries related to captured data or other relevant issues.

Admin Clerk - St Mary's Hospital

(2009-01 - 2012-12)

• Maintaining electronic files
• Databases and handling phone calls and e-mail
• Using specific software applications to ensure that medical records are well-organized, protected and readily available for patient support teams
• Organizing patient files
• Admission and billing of patients
• Sorting and filling of patient files
• Input data and processed system change to generate accurate reports.
• Maintained a professional office environment by ordering necessary supplies, managing inventory levels, and organizing workspaces.
• Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.

Matric - English, Zulu, Mathematics, Accounting, Business Economics & Economics - Ndengetho High School (2001-12)