Sales Agent / Customer Support / Administrative / Legal Assistant - Max Law Credit Aid - Pretoria
(2014-01 - 2016-07)
- Provided end-to-end customer support to clients seeking credit record assistance, ensuring professional, empathetic, and compliant communication
- Actively engaged clients through consultative sales, explaining legal credit aid services and converting enquiries into active cases
- Assisted clients with the removal of adverse listings from credit bureaus including CompuScan, TransUnion, XDS, and Experian
- Captured, documented, and maintained accurate client records on Max Law's internal database
- Liaised with supervisors and legal practitioners to ensure complete and accurate information was forwarded to attorneys
- Regularly updated clients on case progress, managing expectations and maintaining high levels of client satisfaction
- Assisted clients with drafting affidavits and supporting legal documentation
- Prepared, organised, and submitted legal documents for court processes and regulatory purposes
- Communicated with the ITC and the National Credit Regulator (NCR) regarding client disputes and compliance matters
- Ensured adherence to the National Credit Act (NCA) and internal compliance procedures
- Managed inbound and outbound calls, emails, and client follow-ups in a fast-paced environment
- Resolved client queries and objections professionally, contributing to improved retention and trust
- Supported administrative functions including filing, data verification, and document management
- Demonstrated strong attention to detail, confidentiality, and professionalism when handling sensitive client information
Sales Representative - Lee Morgan Direct Marketing - Johannesburg
(2017-08 - 2018-12)
- Approach potential customers directly in homes, workplaces, or public spaces
- Present and explain products/services clearly to generate interest
- Build trust and rapport with clients to encourage repeat business
- Maintain ongoing relationships by following up with customers and ensuring satisfaction
- Meet or exceed daily/weekly sales targets set by management
- Negotiate and close deals effectively, often under pressure
- Work on commission-based earnings, meaning income depends on performance
- Upsell or cross-sell products where possible to maximize revenue
- Act as the face of the Le Morgan brand, promoting its values and offerings
- Provide feedback to management about customer preferences and market trends
- Maintain professionalism in all interactions to uphold company reputation
- Track and report sales activities to supervisors
- Update customer records with accurate information
- Participate in training programs to improve sales techniques and product knowledge
Customer Support / Collections Consultant - Ver-tex Solutions - Pretoria
(2018-01 - 2021-11)
- Managed a portfolio of customer accounts, providing professional support regarding outstanding balances and account queries
- Engaged customers through clear, respectful communication to explain payment options and resolve account-related concerns
- Negotiated suitable payment arrangements aligned with customers' financial circumstances and company policies
- Delivered high-quality service by handling enquiries, complaints, and objections with empathy and professionalism
- Investigated and resolved billing discrepancies to ensure accurate account information and customer trust
- Maintained strong customer relationships to encourage ongoing cooperation and reduce future payment issues
- Accurately updated customer records and account statuses on internal systems to ensure data integrity
- Identified high-risk or unresolved cases and escalated them appropriately to supervisors for further action
- Ensured compliance with internal procedures and relevant financial regulations at all times
Customer Service Support - Collinson Group - Cape Town
(2021-05 - 2022-11)
Airport Testing Campaign and Travel Experience Campaign
- Responded to customer queries and complaints via email, live chat, and social media channels, ensuring timely and professional communication
- Managed customer bookings by scheduling, amending, and cancelling appointments in line with campaign requirements
- Processed refunds, updated customer personal information, and created or amended customer orders accurately on internal systems
- Drafted and issued payment invoices upon customer request
- Investigated customer concerns and refund requests, escalating where necessary to ensure accurate and timely resolution
- Adhered strictly to implemented processes, policies, procedures, and all service level agreements (SLAs)
- Followed daily schedules and work plans to meet performance targets and service delivery standards
- Resolved customer complaints efficiently while maintaining a high level of customer care and professionalism
- Maintained accurate and up-to-date customer records to ensure data integrity and compliance
- Supported the department during periods of high backlog by handling increased volumes of Priority Pass member inquiries across phone, email, and chat
- Provided exceptional customer support to ensure a seamless and positive travel experience for members
- Assisted with lounge access queries, membership activation, eligibility, benefits, and account updates
- Resolved travel-related issues including lounge availability, access challenges, card or digital pass usage, and mobile app support
- Maintained strong performance metrics, including CSAT, FCR, and AHT, while managing high workloads
- Accurately recorded customer interactions and account updates within internal CRM systems
- Collaborated with internal teams and lounge partners to resolve escalations and complex service issues
- Educated members on Priority Pass benefits, global lounge locations, and effective use of the mobile app
- Managed billing, payment, and membership inquiries in accordance with company policies
- Handled sensitive and high-pressure situations professionally, particularly during peak travel periods
- Ensured strict adherence to data protection, compliance, and quality standards at all times
Travel Insurance Claims Handler - Collinson Group - Cape Town
(2021-05 - 2022-11)
- Assisted the department in clearing a long-standing backlog by proactively managing and processing travel insurance claims with a strong focus on accuracy, efficiency, and customer care
- Created and assessed new claims within authorised limits, ensuring full compliance with policy terms and conditions
- Provided clear, concise guidance to customers regarding insurance coverage, claim requirements, and documentation
- Escalated complex or high-risk queries appropriately and ensured smooth handovers to relevant internal teams
- Educated customers on available medical and travel benefits to support informed decision-making
- Tracked claims progress, reviewed supporting documentation, and ensured completeness and accuracy of all submissions
- Determined correct payment allocations in line with policy coverage and internal guidelines
- Maintained detailed and accurate claim records to support audit, reporting, and compliance requirements
English Customer Service Advisor - Alorica - Cape Town
(2023-06)
Experienced in high-volume customer support across phone, live chat, and email channels. Skilled in services delivery, issue resolution, and performance coaching. Proven ability to enhance customer satisfaction, de-escalate issues, and support business goals through strong team leadership and training.
- Resolved support inquiries for Wise, achieving 100% QA scores monthly
- Managed escalations and provided personalized customer assistance
- Supported multiple campaign waves (Wave 2, 4, and 5)
- Delivered onboarding, refresher, and remedial training for new hires and existing staff
- Conducted 1:1 coaching, QA reviews, and corrective action plans to address performance gaps
- Participated in SME pilot program; led team performance monitoring (QA, MHT)
- Generated daily performance reports and weekly action plans
- Facilitated daily debriefs with operations to align on performance goals
- Provided written employee evaluations and collaborated with department heads to support continuous improvement
Caregiver / Healthcare Assistant / Care Support Worker - Cape Peninsula Organisation for the Age - Cape Town
(2025-04 - 2025-07)
- Assisting clients with daily living activities (bathing, dressing, grooming)
- Helping with mobility and transfers
- Preparing and assisting with meals and feeding
- Reminding or assisting with medication (as per care plan)
- Providing companionship and emotional support
- Maintaining a clean and safe environment
- Observing and reporting changes in health or behaviour
- Respecting dignity, privacy, and confidentiality
- Supporting nurses and healthcare professionals
- Monitoring and recording vital signs (temperature, blood pressure, pulse)
- Assisting patients with personal hygiene and comfort
- Helping with patient movement and positioning
- Preparing patients for medical procedures
- Keeping patient records updated
- Cleaning and sterilising equipment
- Following health and safety protocols
- Providing practical and emotional support to individuals
- Assisting with personal care and daily routines
- Supporting clients with independence and life skills
- Accompanying clients to appointments or activities
- Encouraging social interaction and wellbeing
- Reporting concerns and following care plans
- Working with families and healthcare teams
- Ensuring safeguarding and client safety
