Dulcie Koeberg

Customer Service Professional with an excellent track record of significantly increasing service quality, sales, and customer base. Outstanding communication, relationship-building and influencing skills, competent in building customer relationships which inspire confidence and loyalty. Possess an enthusiastic and positive attitude and work hard to ensure that customers receive an excellent level of service while at the same time ensuring the highest level of sales for the company.

Eager to join an organisation that provide an opportunity for career development and professional growth.

Customer Service Executive Consultant - MTN Pty Ltd

(2004-11 - 2021-04)

• Provided efficient, courteous customer services and attended to member enquiries all aspects of product offerings and services.
• Developed close and personal relationships with clients to ensure customer loyalty and retention by offering quick solutions to their queries.
• Consistently achieved revenue and customer retention goals by implementing a strategy to target all short calls and introducing additional data bundle products to customers to reduce charges out of bundle.
• Suggested to send out Thank you messages to customers who had honored their promise to pay leading to high customer motivation and retention.
• Reduced debts by advising that all new accounts should be activated on debit order for at least 6 months strictly to soft lock all the first time debit orders returned.
• Moved the Billing and Retentions department all on one floor with the front row consultants to make it easier to approach the departments and speed up the process, resulting in 75% query resolution from 45%.
• Offered administration support and performed data capturing.
• Corresponded to customers via email and other social media platforms to provide Stella service to customers and exceeded targets by targeted the balance, term date and package queries first of the contracts.
• Exposure to large Business account collections.
• Analyzing and monitor customers problem and queries and to and to give customers feedback concerning their queries.

Debt Collection Agent - Bankfin (Absa Vehicle Finance)

(1999-11 - 2004-10)

Debt Collection Agent - ABSA

(1997-02 - 1999-10)

• Debt collection agent outbound dealing and made payments arrangements on 30,60 ,90-day account that's in areas on their Vehicle Bank account bills.
• Ensured reversal of finance charges and interest on closed accounts.
• Pulled a cash payment report, passed a journal manually towards their accounts to prevent cell phone services interruptions for non-payment.
• Suggested to give the front row consultants access to the menu on the system, this resulted in reduction of TAT from 72 hours to just 24 hours.
• Arranged set off on client's portfolio and performed recons of client's bank portfolio.

National Senior Certificate - Eldorado Park Senior School (1996)