Fatima Mnani

Customer Service Representative excelling in client interaction and relationship management. Delivers accurate insurance guidance and resolves queries effectively. Committed to achieving performance targets and enhancing customer satisfaction.

Customer Service Representative at FNB (2024-11 – 2026-04)

Handling inbound and outbound calls, assisting clients with insurance quotes, policy updates, and enquiries while meeting call quality, compliance, and performance targets.

• Handling inbound and outbound calls
• Assisting clients with insurance quotes, policy updates, and enquiries
• Meet call quality, compliance, and performance targets
• Explain insurance products and terms clearly
• Resolve customer queries and escalate issues when required

Customer Service Representative at HTN Attorneys (2018-12 – 2023-03)

Handled inbound and outbound calls to engage customers regarding outstanding accounts, negotiated payment arrangements while maintaining professionalism and compliance.

• Handling inbound and outbound calls to engage customers regarding outstanding accounts
• Negotiated payment arrangements while maintaining professionalism and compliance
• Accurately updated customer records and met collection, quality and performance target

Debt Collector at Nudebt Management (2015-10 – 2016-10)

Managed collection calls and negotiated payment arrangements with debtors to minimize outstanding balances, including SABC TV licence collections.

• Collecting for SABC TV licence
• Confirmed payment arrangements and finalised customer payment dates and contact information
• Achieved debt collection targets in line with agreed deadlines
• Negotiated settlement offers with debtors, achieving favourable outcomes for both parties
• Chased up overdue payments to offer assistance in difficult situations and set up payment plans
• Managed collection calls and negotiated payment arrangements with debtors to minimise outstanding balances

Computer Literacy End User Computing in Computer Science – Siyafunda CTC (2014 – 2014)

NQF L4 Matric in General Education – Thoko Thaba Secondary school (2013 – 2013)