Cooking With CurlyGee

Detail-oriented and results-driven Customer Service and Collections professional with 10+ years of experience in debt collections, credit control, customer service, and team leadership. Proven track record in managing high-volume accounts, resolving complex customer queries, and leading teams to meet KPIs. Currently serving as Team Leader for Travel Insurance at Sigma Connected, with prior experience as a Subject Matter Expert at Merchants.

Proficient in SAP, MS Office Suite, and CRM systems. Fluent in English and Afrikaans.

Debt Collector - ARA

(2013-01 - 2014-12)

• Contacted customers with overdue accounts to negotiate payments and arrange payment plans
• Maintained accurate records of all customer interactions and payment promises
• Achieved monthly collections targets consistently

Mailbox Manager - Old Mutual Finance

(2014-01 - 2018-12)

I verified employment and pay dates with large corporate clients to prevent fraud and ensure loan eligibility. I updated customer records and amended pay dates to maintain data integrity, while also conducting administrative tasks that supported credit assessment and collections processes.

Receptionist & Personal Assistant - AVBOB

(2018-01 - 2020-12)

• Managed front desk operations, customer reception, and funeral arrangements
• Processed payments, deposits, and bookkeeping entries with 100% accuracy
• Maintained confidential client records and handled sensitive customer interactions with professionalism

Subject Matter Expert - MERCHANTS (WALMART)

(2023-01 - 2024-12)

I served as the subject matter expert for Walmart's online shopping and customer service processes, guiding over 30 agents with expert support. I created training materials, SOPs, and knowledge base articles to improve first-call resolution. I analysed customer trends and feedback to recommend changes that reduced repeat contacts by 20%.

I supported the quality assurance team by calibrating evaluations and ensuring consistency across shifts. Additionally, I managed high-priority escalations involving orders, payments, and delivery issues.

Team Leader - SIGMACONNECTED

(2024-01)

I supervised a team of 12 consultants managing UK travel insurance claims, queries, and renewals. I tracked performance against key KPIs and provided coaching, audits, and reviews to improve efficiency. I handled escalations for complex complaints, ensuring timely resolution.

I worked closely with UK clients to meet regulatory standards and delivered training on insurance products and claims procedures. My process improvements reduced handling time by 15% and increased customer satisfaction scores.

Matric Certificate - Heideveld High School

Bachelor's Degree - Heideveld High School