Sharon

SHARON MMASHEGO ■ South Africa | ■-| ■ - PROFESSIONAL SUMMARY Customer service and collections specialist with over 10 years of experience in call center operations, debt recovery, and administration. Skilled in client relationship management, payment reconciliation, and compliance. Adept at handling escalations, conducting audits, and improving service processes. Currently pursuing a Degree in Human Resource Management, with TEFL and Advanced Excel certifications. Highly organized, adaptable, and results-driven. CORE SKILLS • • • • • • • • • • • • • Customer Service Excellence Debt Collection & Negotiation Claims Processing & Payment Authorization Client Relationship Management Compliance & Risk Management Microsoft Excel (Advanced) Complaint Resolution & Conflict Management Process Improvement Data Analysis & Reporting Training & Development Multi-channel Communication (Phone, Email, Webchat) Time Management & Problem Solving Team Leadership & Coaching PROFESSIONAL EXPERIENCE Multi-Skilled Professional / CAS Administrator | Old Mutual – South Africa (Sep 2024 – Present) • Process and verify investment, Provident Fund, and Pension Fund claims with accuracy and compliance. • Authorize member claims payments and conduct payment risk and audit reviews. • Resolve customer queries via email and telephone; reconcile debtor accounts. • Perform Customer Service Index evaluations to monitor service quality. • Collaborate with stakeholders to ensure smooth and timely payments. Collections Administrator | Old Mutual Finance – South Africa (Jun 2023 – Sep 2024) • Managed inbound and outbound client communications via telephone, email, and web chat. • Provided first contact resolution, handled escalations, and resolved complaints. • Processed transactions for new and existing business customers and advisors. • Maintained accurate customer interaction records while meeting procedural and quality standards. Call Centre Agent | Old Mutual Finance – South Africa (Oct 2019 – Oct 2023) • Delivered excellent customer service through effective time and task management. • Managed inbound/outbound calls, followed communication scripts, and resolved customer issues. • Upsold products/services and maintained detailed call records. • Improved product knowledge to meet and exceed performance targets. Debtor Collector / Tracing Agent | MBDinc – South Africa (Feb 2011 – Oct 2019) • Contacted clients to rehabilitate accounts and negotiate repayment terms. • Traced uncontactable clients and provided updates to the call center team. • Initiated legal proceedings and developed debt collection strategies in compliance with regulations. • Negotiated settlements and recovered debts efficiently. General Supervisor | Kgatelopele Primary School – South Africa (Feb 2009 – Feb 2011) • Monitored service level targets to ensure compliance. • Conducted weekly team meetings to promote innovation and growth. • Prepared reports, meeting minutes, and coordinated employee schedules. • Managed HR-related tasks including shift planning, performance feedback, and event coordination. EDUCATION • • • Degree in Human Resource Management – Mancosa (In Progress) Excel Certificate – Udemy (Completed) TEFL Certificate – Teachers Records • • Computer Literacy Certificate – CTI (2007) Senior Certificate – Sekwai Secondary School (2004) CERTIFICATIONS • • • TEFL Certificate Advanced Excel Certificate Computer Literacy Certificate REFERENCES Available upon request.