Thereso Nkumane

Results-driven Customer Service and Debt Collection Specialist with 3+ years of experience in high-volume B2C environments, delivering on KPIs such as resolution rate, collection efficiency, and customer satisfaction. Proven ability to drive revenue growth through strategic collections, lead generation, and personalized engagement. Adept at using CRM systems, managing payment negotiations, and reducing customer churn.

Seeking to leverage my expertise in a dynamic team to achieve organizational goals and customer excellence.

Debt Collector - Norton Lambrianos Attorneys

(2025-01 - 2025-12)

• Make flexible payment arrangements.
• Handle customer queries.

Customer Service Consultant - Direct Ferries BPO – Credit Solution Services

(2022-08 - 2024-07)

• Resolved 100+ daily customer inquiries with a 95% first-contact resolution rate.
• Reduced customer wait times by 20% by streamlining booking amendment workflows.
• Managed digital inventory updates and reservation integrity using internal systems.
• Ensured SLA compliance while maintaining high-quality CX standards

Santam Lead Generator - Homegrown Network

(2021-05 - 2022-05)

• Generated and qualified leads, consistently exceeding monthly sales targets.
• Enhanced customer engagement through tailored communication, boosting lead-to-sale conversion.
• Collaborated with sales teams to align lead quality with revenue strategies.

Debt Collector - Credit Solution Services

(2019-03 - 2021-04)

• Negotiated flexible payment arrangements, resulting in a 30% increase in monthly collections.
• Processed debit orders, monitored overdue accounts, and minimized delinquency risks.
• Maintained accurate documentation and portfolio updates in line with compliance standards.

NCV - Tourism - South West Gauteng College

NCV - Tourism - South West Gauteng College

Grade 12