FMfelicitty matene
@felicittymatene
Results-driven Debt Collection Team Manager with quality management expertise.
South AfricaWhat I'm looking for
I am a results-driven Debt Collection Team Manager with extensive experience in quality management, customer service, and team leadership. Throughout my career, I have demonstrated a proven track record of improving team performance, reducing risk, and increasing customer satisfaction. My skills in coaching, mentoring, and training team members have consistently led to exceptional results and enhanced operational efficiency.
In my recent role as a Performance Manager at Vericred Collections, I successfully managed a team of call center agents, ensuring they met client SLAs and targets. I trained and coached new hires, handled customer queries, and conducted performance assessments to ensure compliance. My previous experience as a Senior Quality Assessor and Complaints Manager at Consumer Friend further honed my ability to gather information to improve agent performance and promote compliance, while also directly handling escalated complaints. I am passionate about fostering a culture of continuous improvement and excellence within teams.
Experience
Work history, roles, and key accomplishments
Performance Manager
Vericred Collections
Jan 2023 - Jan 2024 (1 year)
Managed a team of call centre agents, ensuring they met client SLAs and targets. Trained new hires, handled customer queries, and monitored performance metrics. Compiled reports and managed team workload effectively.
Senior Quality Assessor/Complaints Manager
Consumer Friend
Jan 2018 - Jan 2022 (3 years 11 months)
Conducted call monitoring for compliance, gathered performance data, and handled escalated complaints. Maintained records and compiled training manuals to improve agent performance.
Debt Collections Agent
MBD
Jan 2016 - Jul 2018 (2 years 6 months)
Collected payments on overdue accounts, informed clients, and negotiated payment plans. Assisted debtors with queries regarding payments.
Quality Assurance Manager/Learning Facilitator
Mourema Computer Training Center
Jan 2015 - Jun 2018 (3 years 5 months)
Ensured quality of education programs, developed assurance policies, and conducted audits. Provided administrative support and coordinated process improvements.
In-Service Trainee/Volunteer Communications Officer
South African Police Service
Aug 2015 - Aug 2015 (0 months)
Handled administrative duties, wrote media statements, and managed media inquiries. Coordinated events and monitored media coverage.
Education
Degrees, certifications, and relevant coursework
UAUniversity of South Africa
Bachelor of Laws, Law
Currently pursuing a Bachelor of Laws (LLB), focusing on legal principles, case law, and the South African legal system.
ICESA
Diploma, Journalism
2013 - 2015
Completed a Diploma in Journalism, focusing on media communication, writing skills, and the principles of journalism.
Varsity College
Diploma, Events Management
2014 - 2014
Achieved a Diploma in Events Management, which included planning, organizing, and managing events effectively.
Availability
Location
South AfricaAuthorized to work in
Job categories
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