Lieketseng Mapola

I am a driven and ambitious customer service, receptionist and debt collection professional with a proven history of exceeding goals and achieving set targets. I am a skilled communicator and listener with a knack for remedying conflict, and keen organizational skills which allow for the effective delivery of outstanding service. I maintain the highest level of integrity; dedicated to providing reliable and friendly service without ever compromising the reputation or competencies of the organization.

2019-2023 CUSTOMER SERVICE AGENT AT MTIMANDZE PROJECT & CONSULTING

• Answer constant flow of customer calls with minimal wait times.
• Attend to emails and WhatsApp messages form customers addressing.
• Make relevant notes from customer interactions
• Identify any issues that customers might be struggling with
• Report on customer feedback 
• Complete call logs and reports 
• Manage & update customer databases 
• Follow-up on customer calls 

• Keep track of assigned accounts to identify outstanding debts
• Collect outstanding debts from clients and achieve collection target
• Plan cause of action to recover outstanding payments
• Locates and contact debtors to inquire their payments status
• Negotiate payoff deadlines or payments plan
• Handle questions and complaints from debtors
• Updates accounts and database regularly
• Alert superiors of debtors unwilling or unable to pay
• Monitor accounts for compliance with established payment plans and flagged non-compliances.

• Greet clients as soon as they arrive and connect them with the appropriate party
• Answer the phone in a timely manner and direct calls to the correct offices.
• Supports managers with business documentation and professional demeanor at all times.
• Copy, file and maintain paper or electronic documents and records.
• Maintain office organization by cleaning and organizing office daily and checking office supply inventory weekly and re-ordering supplies as needed 
• Maintain reception area and all common areas in a clean and tidy manner at all times
• Keep detailed and accurate records of visitor requests and of calls received.
• deal with queries and provide correct information

EDUCATIONAL BACKGROUND

Year: 2007

Qualification: Matric

Institution: Phambili High School

Subjects: English, Business economics, Biology, Geography and History

Year: 2021

Qualification: Office administration (in progress)

Institution: IQ academy

Subjects: Introduction to office administration, Office design and layout, Record management and data filling ,relationship management and customer service, Business communications, Business etiquette, Diversity and ethics and Office administration trends and issues.