Zipho Masuku
@ziphomasuku
Customer-focused debt collection and contact centre specialist.
South AfricaWhat I'm looking for
I am a customer-focused contact centre and debt collection specialist with extensive experience across direct sales, telesales, customer care, quality assurance and legal debt collection. I have worked with personal loans, government services, medical accounts, credit cards and business accounts, and I am familiar with the CPA, NCR, DCA and POPI Act.
Throughout my career I have driven sales growth, managed recoveries, developed tailored repayment plans and monitored agent performance to improve service quality. I bring strong communication, problem-solving and conflict-resolution skills, together with technical proficiency in Microsoft Excel and contact centre operations.
I am people-oriented, humble, respectful and proactive, enjoy teamwork, and hold Contact Centre Operation NQF Level 4 and customer service credentials. I am motivated to contribute to a team where I can continue learning and support operational excellence.
Experience
Work history, roles, and key accomplishments
General Worker
Drop Dot
Nov 2024 - Present (10 months)
Supported construction of a school project performing general labour, roof structural tasks and air ventilation installation as a subcontractor.
Debt Collector
Sustainable Collection Services
May 2022 - Jul 2022 (2 months)
Managed medical account collections by developing tailored repayment plans and coordinating with medical providers and clients to recover outstanding balances.
Legal Debt Collector
Credit Solutions Services
Nov 2018 - Sep 2020 (1 year 10 months)
Handled legal debt collection for FNB loans, credit cards and business accounts by applying debt collection laws and conflict resolution techniques.
Quality Assurance Agent
Shapiro Shaik Defries and Associates
Apr 2016 - Jun 2016 (2 months)
Monitored and evaluated agent performance, provided feedback to improve service quality and ensured customer interactions met established standards.
Debt Collector
Shapiro Shaik Defries and Associates
Apr 2014 - Mar 2016 (1 year 11 months)
Managed and recovered outstanding personal loan and government service accounts by developing strategic repayment plans and negotiating with clients.
Blended Call Centre Agent
Sunday Times
Apr 2011 - Mar 2012 (11 months)
Drove sales growth and customer engagement through direct sales, telesales and customer care while adhering to POPI and direct marketing regulations.
Education
Degrees, certifications, and relevant coursework
Bureau Suite
Bureau Tracing Agent, Consumer Profiling / Tracing
Completed a Consumer Profile / Bureau Tracing Agent course in 2019.
Avusa Media
Contact Centre Operations (NQF Level 4), Contact Centre Operations
Completed Contact Centre Operations qualification at NQF Level 4 in 2012.
Excecu Train
Microsoft Excel Basic, Information Technology
Completed a basic Microsoft Excel training course in 2011.
Primrose High School
Matric (Grade 12), General Education
Completed Grade 12 (Matric) at Primrose High School in 2008.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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