Neil Dirks

I am a confident, versatile and dependable individual with great communication skills and very strong administration abilities. I am particularly good at organization and planning. My organizational skills, ability to think on my feet and to “go the extra mile” has also earned me favour with both employers and clients alike. I am seeking a position with a company where I can live up to my full potential, at a company where there is opportunity for me to grow and also that provides me stability.

Customer Service Advisor - Capita - Capetown

(2024-12 - 2025-02)

• UK campaing (O2) and Vm (O2) - Mobile and Broadband Services.
• Deal with general complaints and escalated complaints regarding insurance and fraud to the O2 insure and fraud dept.
• Deal with informal complaints and escalate formal complaint to complaints dept. ( Expression of Dissatisfaction).
• Abide with the rules Quality and Monetering framework.(QMF).
• Adherence to consumer duties.
• Conduct a need analysis ,cannot advise.
• Offer new and exiting product, discounts ,accessories,insurance to compliment the product.
• Explain the reason why the were offer the product.
• Product must be clearly explained.
• Correct information about the sale.
• Help the Financial Conduct Authority (FCA and OFCON ) - to set out rules to protect the customers.
• Positively Reinforce the O2 Brand ( Roaming, Trouble Shooting ,Migration,Porting, Tariff Change ,Network Coverage Checker).
• Billing Issues,Support Tickets ,Network/Signal Issues ,Upgrades.
• DPA ( Data Protection Act).
• Escalated Vunerable customers to Access for you dept.
• KPA ( DC Glide Path). TCHT ( Total call handling time).
• Follow up orders and deliveries.
• Create and Support Tickets.

Customer Service Agent - Call Centre International - Capetown

(2024-10 - 2024-12)

• UK Campaign (Evri) Recieved and send emails to customers ,agents and clients (shipper).
• Work Basket 8 emails per hour.
• Check on WFP ( Workforce portal ) if the client's details is anything than C2C or C2B.
• Identifying the correct type of customer. Identify the situation.
• Compliance target 90%.
• To give the best customer experience possible,we must be able to differentiate between the different types of customers.
• Show that I understand and care.
• Demonstrate my knowledge.
• Give clear explanation.
• Resolve every enquiry.
• Investigate and give proper feedback to customers and clients.
• Attend to contractors ,customer ,courier parcels enquiries.
• Check the SPP and GEO fence on the WFP for compliance.
• Foward and tracking ( internal).
• Read Scripts Verbatim ( word for word ).
• Dealing with returns ,delivery status ,post order product assistance.
• Dealing with post order questions.
• Handling with different enquiries from Shippers for example ; ASOS, TIGER , VINTED ,DEPOP, TEMU and SHEIN.
• Compliance with GDPR,CSAT (customer satisfaction survey),FCA ,CPA,DPA,

Underwriter - Adminplus - Capetown

(2023-12 - 2024-02)

• Acceptance/Rejection of new business as per UW criteria.
• Underwriting decisions made and communicated prior to policy activation.
• Referral of cases to Team leader.
• Liaise with clients regarding missing or additional information required.
• All endorsements accurately recorded on operating systems.
• Attach all correspondence to E-docs on Grail.
• Activate the Quote and Issue policy documents.
• Handle clients queries via -email or telephone efficiently and professional within turnaround times.
• Advise brokers/clients of bounced debits.
• Ensure policies are cancelled as required and cancellation letters sent to brokers/clients.
• Successful convert quotes to policy within SLA.
• Customer Queries - emails and calls efficiently.
• Resubmission of Bounce Debits order.
• Renewals.
• Handling of brokers and clients queries within SLA'S,SOPS,and turnaround times.
• Accurate, efficient,timeous processing of proposal forms and policy administration.

Client Care Representative (Call) - Sanlam SPF ( Head Office) - Bellville

(2017-02 - 2022-05)

BUSINESS SHARED SERVICES ENVIRONMENT IS DIVIDED INTO THREE DIVISIONS, A CALL CENTRE A FRONT OFFICE AND AN ADMINISTRATION DIVISIONS THAT DEALS WITH ALL OTHER TYPES OF COMMINICATION AND CORRESPONDENCE FROM OUR CUSTOMERS.RESPONDSIBILITIES :PROVIDING PROFESSIONAL AND EFFECTIVE SERVICES TO BROKERS, ADVISORS,INTERMEDIARIES AND CUSTOMERS;MEETING CUSTOMER'S EXPECTATIONS, PARTICULARLY IN TERMS OF QUALITY AND TIME - LINES IN COMPLIANCE WITH THE COMPANY'S STANDARDS. EFFECTIVELY DEAL WITH CLIENT'S CALLS,CHATS, E-MAILS / FAXES; INVESTIGATING,AND ENSURING RESOLUTION OF CLIENT POLICY SERVICE ENQUIRIES.ADHERENCE TO QUALITY ASSURANCE AND COMPLIANCE PROCESS TO MINIMISE BUSINESS RISK WITH THE CLIENT IN MIND. IDENTIFYING AND VERIFICATION BY ASKING FRAUD PREVENTION QUESTIONS.ACT AS CUSTODIAN FOR CLIENTS APPLICATION PROCESSES ENSURING INFORMATION IS CORRECT AND ALL NECESSARY DOCUMENTS ARE RECEIVED FOR COMPLIANCE:FICA,FSCA,TCF AND POPIA ACT.(LEGISLATION) INVESTIGATING DISCREPANCIES, COMPLIANCE AND RISK MANAGEMENT W.R.T HIGH RISK CLIENTS AND FOLLOW INTERNAL PROCESSES AND PROCEDURES AS PER ADMINISTRATIVE PROCEDURES AND QUIDELINES.FOLLOW UP IF ALL ADMINISTRATIVE DUTIES ARE EXECUTED WITHIN TURNAROUND TIMES (

Loans Telemarketing Agent - Retail Credit Solutions (RCS) BPO - Capetown

(2016-09 - 2017-01)

• FEATURES AND BENEFITS SOLD TO CUSTOMER.
• PROMOTE AND CREATE A LEAD FOR THE INSURANCE PRODUCT.
• COMPLIANCE : NOT MISLEADING THE CUSTOMER.
• CAPTURE CORRECT INCOME AND EXPENSES INFORMATION.
• CONFIRM TERMS AND CONDITIONS.
• FOLLOW CORRECT INCOME VERIFICATIONPROCESS.
• CONFIRM THAT ALL CALLS ARE RECORDED.
• CONFIRM CUSTOMER ID.
• SELLING IN HONEST AND CLEAR MANNER.
• NOT MISLEADING OR COHERSING THE CUSTOMER TO TAKE UP THE PRODUCT.
• REQUEST LASTEST 3 MONTH BANK STATEMENTS OR PAYSLIPS.
• OBTAIN CLEAR YES OR NO FROM CUSTOMER.
• INSURANCE POLICY AND DISCLOSURE NOTICE COVERED.
• READING AGREEMENT /CONTRACT IN FULL. (VERBATIM) AS PER SCRIPT.
• READ CORRECT AMOUNTS AS IT REFLECTS ON ALPHA PLUS (+) SYSTEM.
• OUTBOUND CALLS VIA (AVAYA ONE X AGENT).
• CUSTOMER EXPERIENCE : INTRODUCE SELF AND GREAT CUSTOMER BY PREFERED NAME IN A PROFESSIONAL MANNER.
• OUTBOUND CALLS (CREATE A SAVI EXPRECIENCE).
• PROVIDE REASON FOR HOLD /DELAY AND THANK THE CUSTOMER FOR HOLDINGOR WAITING.
• USE STANDARD QUALITY GREETING : EG GOOD DAY MAY I PLEASE SPEAK TO MR /MRS SMITH.
• REFER SUSPICIOUS APLICATION ( CUSTOMER BEHAVIOUR )APPLICATIONS TO FORENSICS ,UNDERWRITING OR EMPLOYMENT (INCOME VERIFICATION) AND HELPDESK INFORMATIONS.
• SYSTEMS AVAYA ONE X AGENT AND ALPHA PLUS.

Data Capturer - Old Mutual (Finrisk) Forensic Department - Pinelands

(2015-12 - 2016-03)

• Analysing Proven cases.
• Updated relevant information recieved on the CRM system.
• Retrieved documentation / Files from Metrofile.
• Capturing of all relevant data example: Proven and finalise cases on Excel (Product Solutions and Retail mass market) on Spreadsheet Record keeping purposes.
• Capturing of BI 1663 on Excel and CRM systems.

Financial Adviser - Old Mutual - Capetown

(2014-04 - 2015-06)

• GROUPSCHEMES( RETAIL): LONG - TERM B1 : ALL RISK PRODUCTS, LONG - TERM B2 : ALL INVESTMENT PRODUCTS ,RETAIL PENSION BENEFIT (OLD MUTUAL GROUP SCHEMES, RETIREMENT PLANS) PROTECTION OF PERSONAL INFORMATION (PPI), CONFLICT OF INTEREST (COI) MANAGEMENT POLICY.

Financial Adviser - Metropolitan - Bellville

(2013-08 - 2014-02)

• Marketing and Selling of Different tipe of investments policies eg: Funeral , Retirement, Health , Investments.
• Coducting needs analysis and giving sound advise to clients.
• Follow up on claims and underwriting.
• Build and maintain client relationship via after sales.

Controller / Despatcher - Escape adventures t/a Sport Shuttle Service's - Capetown

(2013-01 - 2013-07)

• RECEIVED PAYMENTS FROM CUSTOMERS (CASH ,CREDIT OR DEBIT CARD).
• CAPTURING RECEIPTS OF PAYMENTS INVOICES ON EXCEL.
• COMPILING MANAGEMENT INFORMATION REPORTS ON EXCEL SYSTEMS.
• BALANCING OF ALL PAYMENTS AND TRIPS AT END OF DAY.
• CONTROLLING AND COORDINATING DRIVERS FOR PICK - UP AND DROP OFF AT VARIOUS DESTINATIONS.
• FIXED CONTRACT

Temporary driver - Starwash PTY (LTD) - Capetown

(2011-11 - 2012-08)

• CONTRACTED VIA AVIS CAR RENTAL ------- DRIVING CARS TO AND FROM AVIS.
• CHECK FOR DAMAGES TO VEHICLES.
• RECORD KM.
• QUALITY CONTROL.
• SHORT TERM INSURANCE (PERSONAL AND COMMERCIAL LINES).
• ASSESSING AND ASSISTING IN THIRD PARTY CLAIMS.
• LIASE WITH INSURANCE COMPANIES WHEN DEALING WITH CUSTOMERS WHO NEED TO CLAIM THEIR CAR HIRE BACK.
• FIXED TERM CONTRACT

Administrator - BKS Engineering Projects - Cape Town

(2011-07 - 2011-10)

• Data collector.
• Collection of all relevant data information on property.
• Valuation rate and tax purposes.

Representative / Organizer - Hocafawu - Cape Town

(2011-01 - 2011-06)

• CCMA Hearings.
• Bargaining council.
• Wage negotiations.
• Recruiting of new members.
• Servicing exciting members.

Estate Agent - Premium Attractions 897 t/a Tuscan Properties - Cape Town

(2009-01 - 2010-12)

• Selling of property.
• Meeting with clients to view properties.
• Arranging of sales.

Business Development Officer - Hundred Prescent Homeloans (Pty) Ltd - Cape Town

(2008-01 - 2008-12)

• Estate agent.
• Bond consultant.
• Credit consolidations.
• Financing with all banks.
• Bond protection insurances.
• Home loans for individuals.
• Second and third party bonds.
• Business loans.
• Life insurance and trusts.

Client Services Consultant / Technical Specialist - Absa - Cape Town

(1996-04 - 2006-06)

• General enquiries.
• Entry point of all bulk mail, internal and external distributions of all mail to branches.
• Render services to all strategic units.
• Registered bond applications to deeds office.
• Ordering stationary.
• Management and safekeeping of all mandatory’s signatures in admin centre,.
• Solving of clients queries.
• Build and maintain customer relations.
• Ensure all clients needs have been met.
• Issuing of petty cash payments.
• Balancing of admin difference suspense account on a daily basis.
• Recons on a monthly basis.
• Auditing of bulk stock (Cheques, cheque books and deposit books).
• Ensure all security documents are 100% accurate with banking policies.
• Recover fees from clients according to instruction or debit GL accounts.
• Submit validated documents to the security centre.
• Issuing of statements older than 6 months.
• Retrieving costs for all relevant documents.
• Daily monitoring of statements for irregularities.
• Attending to queries from different government departments.
• Requesting to register cessions of loan accounts noted on Absa systems.
• Creditors and Debtors account of the City of Capetown and the Provincial Government departments of the Western Cape.
• Attend to recalls and switches of salaries of City of Capetown and Provincial Government of the Western Cape.
• Assist in cross selling of Absa bank products.
• Installation of Hardware and assisting with software problems.
• Verification and Capturing of all loans application for example: Personal,Homeloans, Vehicles and assets finance and Credit cards documentation on the CRM (Absa systems).

N3 Light Current - Electrical - Electrical - Western Cape Technical College (1995)

Matriculation - High School Matric - Florida Senior Secondary (1994)