Belinda Pretorius
Leeds
Summary
PERSONAL STATEMENT . I am an ambitious Client Care Manager displaying a strong work ethic with integrity, thriving in a fast-paced working environment. I have a commitment to improving/implementing processes to benefit the company in addition to managing and resolving conflict situations. I possess a collaborative style when leading and managing teams of Client Care Co-Ordinators, maximizing individuals to achieve their own potential and to make a significant contribution to the department's targets. I am committed to delivering an exceptional customer service at all times and ensuring customer requirements are consistently being met. I have excellent communication and relationship management skills to build, develop and maintain relationships with customers and colleagues alike. I am a highly organized and detail-oriented worker, with a drive to exceed expectations and have the ability to analyze data, develop strategies, and provide solutions to complex problems. I operate well in both an individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. I provide senior leadership and internal stakeholders with updates and status reports. I deliver an excellent client service whilst building and maintaining client relationships.
Overview
23
23
years of professional experience
Work History
CLIENT CARE MANAGER
Easypay Services Limited T/A Workwell Outsourcing
01.2023 - Current
- Launch a client care department
- Oversee the Client Care Team of 3 client care co-ordinators including developing and implementing policies and processes
- Work with department managers to set SLAs' per department
- Implement Freshdesk (an online ticketing system)
- Introduce new reporting data and statistics from Freshdesk to identify key areas of improvement and training for internal use
- Prepare weekly and monthly reports for department managers and senior management teams
- Manage all customer expectations including service issues
- Analyse data to identify strategies for improvement to for both external and internal customers
- Report issues to relevant departmental Managers, ensure resolution of such and provide feedback to customers
- Work with the sales onboarding team to ensure a smooth onboarding process between customer and Workwell
- Outsourcing
- Develop and drive customer educational plan
- Drive an excellent service delivery
- Target Achievement
- Problem Resolution
- Operational Support
- Customer Service Delivery
- Strategic Decision Making
- Conflict Management and Resolution
- Relationship Management
CLIENT CARE TEAM LEADER
Easypay Services Limited T/A Workwell Outsourcing
08.2022 - 12.2022
- Develop and deliver the service levels required to provide the customer with the best experience possible
- Stimulate customer retention
- Generate additional business opportunities
- Proactively resolve customer queries
- Escalate issues raised to senior management
CREDIT CONTROLLER
Easypay Services Limited T/A Workwell Outsourcing
10.2021 - 07.2022
- Reducing debtors' ‘Days Sales Outstanding'
- Swift resolution of queries
- Excellent customer relationship skills
- Ensure that accounts are up-to-date
- Maintenance of credit limits -existing and new
- Attention to detail
- Ensuring the team adhere to credit and collection procedures
- Customer relations
Founder, Owner
FOUNDER AND OWNER DOGMATTERS,
CapeTown
03.2008 - 12.2019
- T/A Workwell Outsourcing, and majority shareholder responsible for establishing and running the company which manufactures ground-breaking raw dog food in Cape Town, South Africa
- Identifying a gap in the market for easy-to-store and prepare raw dog food, receiving guidance from the pioneer of raw dog food, Dr Billinghurst
- Researching and developing product formulas and self-learning the manufacturing process, applying corporate experience to assist in the process, especially credit management expertise
- Successfully manufacturing product from inception to conclusion, with the route-to-market involving the bulk distributor, retail trade and end consumer, consisting of individuals, bulk buyers, vet and pet shops
- Initially undertaking responsibility for all operational functions of the business, before passing operational responsibility to the South Africa-based Business Manager
- Personally responsible for cash flow, creditor payments, SARS (South African Revenue Services) requirement, sales enquiries and marketing material, with turnover of R9.5ml (equivalent to £42.2 p.a.)
- Recruiting and supervising up to 15 members of staff at any one given time, providing training when required and ensuring all duties are completed promptly and to high quality standards
- Ensuring the delivery of an exceptional customer service at all time
- Dealing with any arising queries quickly and effectively to meet customer requirements
- Setting up the company website htpp://www.dogmatters.co.za/ and employing a Social Media Manager to build the company's social media presence
Distell
SIX SIGMA BLACK BELT
01.2006 - 01.2008
- Proposed, reviewed and approved modifications to project plans.
- Planned, scheduled and coordinate project activities to meet deadlines.
- Identified project needs such as resources, staff and finances by reviewing project objectives and schedules.
Stellenbosch, DISTELL
02.2002 - 12.2006
REGIONAL CREDIT MANAGER
Stellenbosch, DISTELL
02.2002 - 01.2006
- Responsible for Southern Region Credit Department functionality, from new account status to legal action incorporating six depots
- Leading, managing and engaging a team of 12 Credit Controllers, a Credit Control Supervisor and six Depot Credit
- Controllers collaborating on the management of book debt
- Customer portfolio consists of CODs, restaurants and bar trade, shebeens and taverns, FMCG store, retail and stockist outlets
- Completed performance reviews and appraisals to develop direct reports.
- Intervened with customer negotiations to maximize collection of aged balances and reduction of bad debt exposure
- Monitored customer credit lines, collections and account balances to comply with credit limits and payment terms.
- Established and maintained credit policies and procedures regarding billing, credit cards and collection in accordance with established corporate guidelines
- Reviewed aging report to monitor accounts receivables and initiate collection activities on accounts with past due balances
- Extended credit to customers within designated limit of authority, approving credit inquiries.
- Hired, trained and directed staff members to obtain performance and business objectives.
- Reviewed and recommended bad debt write-off amount to account for AFDA reserve.
- Interviewed credit applicants by telephone or in-person to obtain personal and financial data needed to complete credit reports
- Evaluated customers' computerized credit records and payment histories to decide whether approved new credit, based on predetermined standards
- Processed credit applications and verified customers' financial information to authorize loans.
- Examined city directories and public records to verify residence property ownership, bankruptcies, liens, arrest record, and unpaid taxes of applicants
- Conferred with credit association and other business representatives to exchange credit information.
- Mailed charge statements to customers.
- Relayed credit report information to subscribers by mail or by telephone.
- Obtained information about potential creditors from banks, credit bureaus, and other credit services and provided reciprocal information if requested
- Contacted former employers and other acquaintances to verify applicants' references, employment, health history, or social behavior
- Called customers to collect payment on delinquent accounts.
- Reviewed individual or commercial customer files to identify and select delinquent accounts for collection.
- Consulted with customers to resolve complaints and verified financial and credit transactions.
- Accurately entered customer information into computerized database system for analysis and review by credit manager or loan officer
- Identified delinquency drivers and facilitated action plans to drive end-to-end resolution.
REGIONAL CREDIT CONTROLLER
Irvin & Johnson
01.2001 - 01.2002
- Recommended adjustments to policy and investment guidelines as markets evolved based on investment experience
- Identified aggregate balance sheet risks by product, sub-sector, and region.
- Assisted in preparation of corporate guidelines for credit assessment and credit ratings.
- Received cash and checks and made deposits.
- Evaluated customer records and recommended payment plans, based on earnings, savings data, payment history and purchase activity
- Consulted with customers to resolve complaints and verified financial and credit transactions.
- Assessed the impact of economic conditions on existing accounts.
- Monitored account performance against established criteria to identify potential risks.
- Conferred with credit association and other business representatives to exchange credit information.
- Collected payments on delinquent accounts.
Education
MBA -
MINI
Certificate In Credit Management 1 Certificate In Credit Management 2 - undefined
in Credit Management 3 - undefined
DIPLOMA - CREDIT
Gibbs Business School
course Six Sigma Black Belt Change Management - undefined
Damlin College
Skills
- Proficient in MS Office including Word, Excel, PowerPoint and Outlook Client Interactions
- Past Due Account Management Customer Inquiries Workflow Processes Client Retention Cost Control
- Lead Management Staff Meetings Stock Control Project Requirements Operational Efficiency
- Process Improvement Initiatives Set Organizational Policies Confidentiality Requirements
- Direct Operations Optimize Staff Performance High-Volume Environments Client Care
- Customer Loyalty Client Satisfaction Creative Thinking Interpersonal Communication Skills
- Customer Relationship Management Goal Attainment Professional Relationships Call Control
- Information Updates Outbound Calls Prepare Budgets Generate Reports Research
- Team-Building Exercises
- Written and verbal communication
- Problem-Solving
- Attention to Detail
- Client needs assessments
- Active Listening
- Written Communication
- Interpersonal Communication
- Excellent Communication
- Organization and Time Management
- Critical Thinking
- Flexible and Adaptable
Additional Information
- AWARDS , Nomination for Employee of the year 2007 - Distell Employee of the quarter - 2021 Workwell Outsourcing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CLIENT CARE MANAGER
Easypay Services Limited T/A Workwell Outsourcing
01.2023 - Current
CLIENT CARE TEAM LEADER
Easypay Services Limited T/A Workwell Outsourcing
08.2022 - 12.2022
CREDIT CONTROLLER
Easypay Services Limited T/A Workwell Outsourcing
10.2021 - 07.2022
Founder, Owner
FOUNDER AND OWNER DOGMATTERS,
03.2008 - 12.2019
Distell
SIX SIGMA BLACK BELT
01.2006 - 01.2008
Stellenbosch, DISTELL
02.2002 - 12.2006
REGIONAL CREDIT MANAGER
Stellenbosch, DISTELL
02.2002 - 01.2006
REGIONAL CREDIT CONTROLLER
Irvin & Johnson
01.2001 - 01.2002
MBA -
MINI
Certificate In Credit Management 1 Certificate In Credit Management 2 - undefined
in Credit Management 3 - undefined
DIPLOMA - CREDIT
Gibbs Business School
course Six Sigma Black Belt Change Management - undefined
Damlin College