Monica Ntehtema Phiri

 CURRICULUM VITAE OF MONICA NTHETEMA PHIRI MBALAMWESHI Personal details Surname:Phiri Full Names:Nthetema Monica Gender:Female Race:African Date of Birth:12th November 1982 Dependants :3 Notice Period:Immediate. Email- Cell:-/- About myself I am a hardworking, person who aims at doing my best at what I do. I am focused with my job, dedicated and good team player. My object in this position is to meet and exceed my employer’s expectation and needs by providing the client/customer the best service and professional assistance they expect from the business. Am a dedicated person and believe in doing things first time. By planning and scheduling my work, I can handle multiple tasks without compromising on accuracy. My interacting with people furnishes me with knowledge and a better understanding of general and work related issues. Am available immediately. Education Secondary: Institution: Mukamambo High School Qualification Obtained:O’Levels Grade 12 Year Completed: January 2000 – December 2002 Institution: Birnam Business College Qualification:Business Journalism Year Completed: January 2005 – November 2006 Tertiary: Institution: Intec College Qualification:Management Diploma Travel and Tourism Year Completed:December 2006 – August 2007 Additional Courses: 2011- -2016 – Ned bank in house Training on: Sustainability Faise Treating Clients fairly National Credit Act Consumer protection Act Anti-Money Laundering Fica National Protection Act Corporate Governance Computer Literacy Microsoft word, Excel, Internet Technology, Basic network, Power point Work Summary Company: GoCatch Taxi App Services Australia Industry: Transport and Logistics Services Position: Customer Support Security Management Duration of Employment: June 11th 2018 – Current Duties & Responsibilities Blocking all fraudulent accounts Loading penalty fees on clients’ accounts using Stripe Updating credit and debit notes on client’s accounts Closing security notes on clients’ accounts and driver’s accounts Updating the Security Spread sheet Contacting clients once an account is picked and flagged for fraud for verifications Assisting client’s with Advanced Bookings Verifying client’s accounts using CRM and contacting them via Zendesk General Admin duties such as sending out Emails, calling out to clients, receiving incoming calls. Company:Icontact BPO Industry:Financial Services Provider Position:Digital Social Media Administrator Duration of Employment:2017 March - Current Duties and Responsibilities General Admin duties Attending to all online queries via Agora, Facebook and Twitter Checking on assigned jobs to technites on the Bream System Assisting both clients and dealers with technical troubleshooting and activations for both decoders and Kwese Play streaming device Billing queries via CRM system Responding to web chats and emails Explaining the billing cycle and terms to clients Technical online troubleshooting on decoders with signal los Liaising with in- country managers and technites on Kwese related accounts and payments Assisting clients with locating dealerships within their closest locations Giving information to clients on EPG via web chats, emails and Face book Assisting client’s with online applications on platforms such as Kwese play, Pulse, Netflix and website as well as Kwese main App. Reasons For Leaving: Left to Join Gocatch Company:MFC Division of Nedbank Position:Customer Services Admin Support Duration of Employment:24th May 2011 – 30th November 2016 Duties and Responsibilities. Receiving incoming calls Quoting settlements for both clients and dealers Emailing and faxing statements to clients Liaising with Legal department on accounts handled to them Liaising with credit department on accounts handled to them Advising clients on account queries General administration duties Faxes Emails Filling Verifying cancellations of Valued Added Products on client’s vehicles such as Personal Protection plan, Add covers, Shortfalls, Warranties and Mechanical and Service plans. Loading all comments on Lotus Notes System. Loading MDOs as per client’s request Generating border letters for clients leaving South Africa to other countries Replying to emails Updating client’s details for FICA Loading Vehicle registration documents requests on Certrack Reason for Leaving:Attending to my Sick child Company:Inter-Active Technologies Position:Rica Administrator Duration of Employment:1st September 2010 – 28th February 2011 Duties and Responsibilities . Educating clients on What Rica is all about Making Escalations to the Customer services department for client’s further queries Advising clients to register and the importance of it Liaising with the Rica Department on the cut offs dates. Debit collecting on contract phones that are to be registered for Rica. Load all comments on Epix System Reason for Leaving:Contract ended Company:Total Relationships Management Position:Retentions Consultant Duration of Employment:1ST October 2009 – 30th June 2010 Duties and Responsibilities Making outbound calls to active contract clients on the MTN Network Reaching a daily target of 100 Updating clients details on the Epix System Making Cancellation Escalations to the ROCC Debt Collecting Sending out contracts to clients whose contracts were due for upgrades Reason for Leaving: Contract Ended Company:Direct Channels Holdings Position:Sales Consultant Duration of Employment:1st March 2009 – 30th June 2009 Duties and Responsibilities Selling funeral \, life and investment policies on behalf of old mutual Meeting a target of 38 clients a month Advising clients on the investment plans as well as other policies Reason for Leaving:Low salary of R1500 Company:Multipath Call Centre Services Position:Customer services Team Leader Duration of Employment:1st September 2007 – 31st January 2009 Duties and Responsibilities Making Financial Enquiries and updating client’s accounts. Receiving incoming telephone calls and ensuring open communication so that accurate and relevant information and the type of complaint or query is obtained. Resolving issues at first point of contact or in any case know where to refer for resolution. Preparing monthly, weekly, and daily reports and conducting coaching sessions with team members and ensuring there is team work and communication flows on both side. Training new staff and making sure each consultant is within and making strides in key performance areas. Interviews of new staff Outsourcing of new staff for GTV Checking on KPIs and KPAs for my team performance. Reason for Leaving: company shut down Company: Berea Blue Cross health Position: Receptionist Duration of employment: 1stJune 2003- 30thNovember 2004 Duties: Answering Phones and directing them the Doctors or relevant person Following up on client’s blood tests done from Labs Helping with client’s admissions in different hospitals Managing the doctor’s diaries General admin duties Reasons for Leaving: Company shut down REFRENCES ZakheleGobozi Campaign Manager Teleresources Cell: (- Tel: (- TshepoTsotetsi Motor Finance Corporation [Ned bank] Call Centre Team Leader Cell phone: (- Tele: (-/ (-/ (- Email address- Charles Phiri SSDA Kwese TV Campaign Team Leader Cell:- Email-Tel: -