Thobeka Zwane
Qa Specialist at Izwe Loans Head office- Claim this Profile
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English -
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Zulu -
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Sotho, Southern -
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Tswana -
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Pegion English -
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Xhosa -
Topline Score
Bio
Credentials
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Call centre certificate
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Experience
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Izwe Africa Group
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Financial Services
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1 - 100 Employee
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Qa Specialist
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Aug 2015 - Present
-Contact center optimization, customer service performance improvement, maintaining communication, and updating senior team members on progress. -Evaluate recorded and live calls and conduct one on one enhancement and review session with each customer support and collections Agent monthly. -Participate in customer and client listening programs to identify customer needs and expectations. -Coordinate and facilitate call calibration sessions for call center staff. -Prepare and analyze internal and external quality reports for management staff review. -Provide feedback and coach agents in a manner that is professional and timely.-Help setup Quality contests to improve QA initiatives. -Deploy quality assurance effectiveness measurements and routinely evaluate and adjust as necessary to ensure quality assurance programs are successful, efficient, and motivating.-Participate in designing rewards and recognition programs.-Use quality assurance results and work reviews to provide data and actionable information to suggest improvements and enhancements to existing training programs.
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Collections Agent
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Dec 2013 - Sep 2015
I assist clients with their queries and problems by phone and e-mail. -Establish and maintain contact with new and existing customers as per the direction of the management. -Contact debtors and implement repayment schedules and terms. -Achieve set targets by the stipulated deadline. -Assist the company to take legal action against debtors by providing necessary information. -Maintain security and confidentiality of company and customer information. -Adhere to customer policies and procedures. -Follow legal requirements during debt collections to avoid legal issues. -Attend educational programs for professional growth and skill development. -Trace delinquent customers to new addresses by inquiring at telephone companies, credit bureaus, or through the questioning of neighbors.
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Managing Director/Founder
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Jul 2012 - Present
For all weekend and holiday occasions such as Weddings, Birthday parties, Baby showers, Bridal Showers, Public events, End year parties, Dinner parties ect. We provide our clients with Catering, Decor, Music, Make up, Wedding dresses for hire and Lighting. Currently have 7 part time employees. For all weekend and holiday occasions such as Weddings, Birthday parties, Baby showers, Bridal Showers, Public events, End year parties, Dinner parties ect. We provide our clients with Catering, Decor, Music, Make up, Wedding dresses for hire and Lighting. Currently have 7 part time employees.
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Financial administrator
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Feb 2012 - Oct 2012
Tender preparations, Invoicing, Quotations, Filing, Bookkeeping, statements, organize the use of company vehicles and truck hire, travel and accommodation bookings, liaise with trainees, training coordinators and workshop managers to ensure trainee attendance, compiling documents for vehicles registrations and delivery, ordering of stationery, build and maintain relationships with clients in and outside the country, updating customer details and petty cash management.
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Education
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2015 - 2018
University of South Africa/Universiteit van Suid-Afrika
Bachelor of Commerce (B.Com.), Bussiness management -
1999 - 2001
Wembezi High School
Senior Certificate, High School
Community
