Michelle Smith

My uncommon ability is to interact with differing attitudes and positions of others, exceptional ability to perform standard arithmetic functions and strong oral communications skills including ability to listen to and interact with a diverse group of people.

I pride myself on remarkable ability to retain a large variety of information and interpret it to various publics as well as my profound ability to respond to varied requests and perform several duties at the same time.

I am proficient with an excellent ability to deal effectively with a variety of personalities and situations requiring tact, judgment, and poise. I attained an uncommon ability to perform secretarial and clerical duties with speed and accuracy without immediate and constant supervision.

I have a sound ability to learn, interpret, and apply policies, procedures, and resolutions, in-depth ability to prioritize multiple assignments and the immense ability to maintain a good working relationship with all co-workers, vendors, clients and the public and to use good judgment in recognizing scope of authority.

I practice strong interpersonal, communication, and organizational skills, excellent oral and written communication skills including English grammar, spelling, and punctuation.

I attain proven experience in greeting and responding to the general public in a fast-paced, service-oriented environment with my uncommon ability to exercise good judgment to prioritize work and be extremely detail oriented and very meticulous with paperwork.

As well as strong analytical and problem-solving skills with profound ability to apply independent judgment, discretion and initiative to address problems and develop solutions.

I have more than three years experience and I have the excellent ability to respond to customer inquiries in a professional manner.

I accomplish and demonstrated high-level of abilities of various computer software programs and fluency in using standard office software packages (MS Office: Excel, Word, PowerPoint and Outlook).

 Responsible for the provision of an efficient and effective reception service, and for administrative support to other staff as directed by supervisor.

• Greet visitors, ascertain the nature of their business, and refer them to appropriate staff members. 
• Answer incoming calls on multi-line phone and respond to public inquiries in a courteous manner within scope of knowledge and authority and refer to other persons in the Department as appropriate. 
• Receive and distribute incoming and outgoing mail. 
• Distribute incoming faxes and courier packages. 
• Prepare paperwork for outgoing faxes and courier packages. 
• Arrange meetings, schedule appointments and travel arrangements as requested. 
• Compose routine correspondences, reports, forms and other materials. 
• Set-up and maintain files, records and databases such as master extension and office inventory lists. 
• Facilitate and maintain storage facility (on-site and offsite) and maintain current inventory list of items. 
• Keep updated and well versed on all current programs and distribute this information to office visitors and callers. 
• Assist in coordination of office services such as housekeeping, purchasing office supplies, ordering catering when needed and maintaining office equipment (computers, fax machines, printers, photocopy machine, telephone system). 
• Maintain a neat and clean office environment, ensuring conference rooms are ready for meetings, and stocking kitchen supplies. 
• Ensure printers/fax/copiers and phones are in proper working order, assisting with preparation for new employees. 
• Maintained daily schedules for professional staff. 
• Serve as a contact with client and assist with internal moves. 
• Perform copying, mailing, filing and typing duties as required. 
• Maintain and update office property inventory list. 
• As appropriate, devise and adapt improved work methods and procedures to accomplish work assignments. 
• Perform other related duties as assigned. 
• Also place orders for tools and other lubricants needed e.g. oil, wrenches, car seats, ect
• Order food for management.
• Fax necessary documents through to our other branches.
• Liaising with different dealerships about gearboxes parts and pictures to assist the workshop manager.
• Collect data of different car dealerships e.g. BMW, Kia ect. 
• Capture all the data onto a excel spread sheet
• Filing of car magazines and distribution of company and employee mail.
• Find prices and availability of certain parts that the workshops needed also using agents or motor spares companies.
• Organizing cheques for all the companies we bought our stationery, tools, chemicals and import parts from. 
• Answering incoming calls, and making outgoing calls to debtors.
• Checking emails daily and responding to debtors on emails where necessary.
• Escalating emails pertaining to the debtors account to the correct department.
• Set up payment arrangements with debtors.
• Set up payment arrangements with the debtors via debit orders or cash deposits.
• Do a trace on debtor’s account using CPB Trace or Traceps to get alternative or new contact information in order to make contact on accounts where debtors are uncontactable.
• Refer accounts where legal action has not been done to the litigation department for legal action to be pursued or halted.

  Ensure statistics for the day has been reached i.e. 90 accounts.

• Contact debtors who have missed payments or their debit orders have failed due to insufficient funds
•  Contact debtors who have disputed payments to find out why and make new payment arrangements.
• Threaten debtors with legal action if they refuse to pay.
• Request death certificates from surviving family members for deceased debtors.
• Attach the death certificates on swordfish on the deceased file and request permission from the bank to close file.
•  Request court orders for debtors who are under sequestration.
• Attach sequestration court orders on swordfish on the debtors file and request permission from the bank to close file.
• Request form 19.1, 19.2 and payment agreement for debtors who under debt review.
• Attach Form 19.1, form 19.2 and payment plan on swordfish on debtors file and request permission from the bank to close file.
• Negotiate settlement discounts with debtors who want to settle there accounts.
• Email the debtors who want to settlement letters.
• Follow up on debtors payments using paym8.
• Calculate debtors outstanding balance on credit card, personal loans and cheque accounts.
• Send sms notifications for payment due.
• Refer debtor’s files to supervisor for debit orders that need to be done the next day on credit card accounts to request the bank to perform debit orders as opposed to our company.
• Refer accounts to the supervisor for settlement letters, bank statements, paid up letters on all credit cards, personal loan and cheque accounts.
• When an account is paid in full refer the account to the supervisor and request permission from the bank to close the file.
• Refer relevant accounts to the relevant collector dealing with the account.
• Check on paym8 why payment has failed using relevant codes.
• During every call with the debtor make notes as to what the call pertained to.
• Leave a voice message if the debtor is unreachable to call me back.
• Negotiate with the bank regarding reducing a settlement amount even more to accommodate debtors.
• Email debtors who have an email address to inform them of there outstanding debt.
• Liaise with colleagues if a summons is requested by debtor.
• Answering incoming calls, and making outgoing calls to customers about there bill and services with Xfinity.

• Do a bill comparison to compare bills and derive where the increase stems from.

• Set up autopay or paperless billing for the customer 
• Set up payments arrangements and take payments.
• Update customer card details and check on customers payments and past due balances.
• Be an Xfinity Ambassador telling customers about the products and services available.
• During every call with the customer make notes as to what the call pertained to.
• Do follow ups in regards to clients who want a mobile or whose call cut and did not get assistance.
• Check performance on my performance according to the metrics.
• Attend NPS sessions to improve on your eight behaviours.
• Apply credits to the customers account according to your discretion and substantiate in your notes on the account as to why credit was applied.
• Transfer calls to the correct departments for customers to get assistance.
• Build packages for customers by discovering there needs accordingly.
• Retain customers by all means and escalate call to supervisor if and when required for further assistance 
• Be warm and friendly on the calls and Listen actively and respond appropriately.
• Load packages on both CSG programme and Einstein to get the best package.
• Search for Einstein documents to validate transfers or assist clients with My account, Xfinity app, how to arrange payment online etc 
• Send payment link to the customers.
• Go for regular coaching and ensure that you get promoters from customers.

• Capture new and existing information of the members on Einstein for daily and future reference.

I have a certificate in Community Development and I am currently completing a Social Auxiliary work Course