Cleopatra Tose

Dedicated call centre professional with extensive experience in customer service, debt collections, sales support and quality assurance. Strong communication and interpersonal skills, with a proven ability to work under pressure, manage customer interactions professionally and maintain attention to detail. Comfortable working independently or as part of a team, with a strong focus on customer satisfaction, service quality and responsible execution of daily tasks.

Collections Inbound Agent - Direct Axis - Diepriver

(2007-09 - 2018-02)

• Acted as a liaison between the business and customers to resolve outstanding balances and manage debt recovery interactions.
• Contacted customers telephonically, negotiated manageable payment arrangements and settlements, and supported customers in preventing repeat payment delinquency.
• Updated and captured customer information accurately during customer interactions.
• Provided general customer service and transferred calls to the relevant departments where required.
• Worked as a Trace Consultant in support of customer contact and account-recovery activities.

Quality Assurance Administrator - Longain Group (Flexi Cell) - Cape Town

(2005-06 - 2007-11)

• Joined the organisation as a Sales Consultant and progressed to the Quality Assurance Department after six months.
• Listened to consultant-to-client calls and supported the monitoring of service and quality standards.
• Counted applications received from quality assurance consultants and maintained administrative processes.
• Communicated with teams on quality improvement opportunities and supported the development and implementation of inspection standards and workflows.

MATRIC - Luhlaza Senior Secondary School (2002)