Yul Khoza
Customer Service professional with debt recovery and contact centre operations expertise
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About
Dedicated Customer Service professional with a proven background in contact centre operations, customer support, and administrative processes. Skilled in processing customer orders and information, maintaining accurate records, and working confidently with ERP and CRM systems, including Excalibur, Tallyman, Gazelle, and Microsoft Excel. Known for delivering service excellence, resolving customer enquiries professionally, and building lasting customer relationships through a proactive, detail-oriented, and solution-driven approach.
Passionate about supporting business growth while consistently exceeding customer expectations.
Experience
Courier Operator at Exclusive Essentials (2024-06 – Present)
- Manage daily delivery operations and client communications
- Process payments and assist with inventory coordination
- Implemented improved routing procedures, reducing average delivery turnaround time by 25%
- Maintain professional customer service standards while operating independently
Debt Recovery Agent at National Debt Connection (2019-11 – 2022-02)
- Performed hard collections on delinquent accounts across allocated books
- Consistently ranked among high-performing agents for recovery volumes
- Achieved and exceeded monthly collection targets
- Negotiated structured payment arrangements to maximize recoveries
- Selected to work remotely during COVID-19 lockdown due to strong performance and accountability
Debt Recovery Agent at HTN Attorneys (2018-10 – 2019-10)
- Managed legal collections on delinquent accounts
- Competed for top position within the collections department
- Increased departmental productivity and gross collections through effective debtor engagement
- Educated debtors on credit agreements and legal implications to improve repayment compliance
- Maintained strict adherence to legal and compliance standards
Summons Operator at Electronic Toll Collection (2017-06 – 2018-04)
- Processed summons documentation in line with legal and compliance requirements
- Liaised with internal compliance and support departments to address arrears and quality deviations
- Ensured adherence to divisional quality standards
- Assisted in developing action plans to improve compliance and reduce arrears
Debt Recovery Agent (Learner Programme) at African Bank (2016-06 – 2017-06)
- Managed collections on delinquent accounts within allocated portfolios
- Achieved monthly commission targets consistently
- Recognised for strong performance within learner group
- Developed foundational skills in negotiation, debtor engagement, and compliance
Education
NC: Contact Center & BPO Support in Contact Center & BPO Support
National Certificate: Information Technology (Systems Development) in Information Technology (Systems Development)
