Lissa Mollie Shonhiwa
Radcliffe
Summary
Dedicated professional with a strong background in payment support, demonstrating exceptional empathy and communication skills when dealing with customers in complex or vulnerable circumstances. Proven ability to mentor and provide constructive feedback, fostering team growth and development. Focused individual who is self motivated to succeed and excel in a fast paced and dynamic environment. Dedicated team player, who is a problem solver and welcomes collaborations to ensure good customer outcomes are met.
Overview
6
6
years of professional experience
Work History
Senior Payment Support Agent
Oodle Finance
09.2019 - 03.2025
- I have been with Oodle for almost 6 years now, which evidences my commitment and loyalty to Oodle.
- I have gone from PST to SPST to Senior PST agent. I have built a reliable reputation within Oodle.
- I feel confident in my ability to drive positive change, reinforce good practice, and guide agents to better performances. I have completed numerous SBS and feedback sessions for agents, a 121 under the supervision of an OM, and multiple calibration sessions. I received good feedback at the end of these sessions that was both uplifting and constructive.
- I have been a buddy to new starters, and I continue to support and lead them in using best practices by modelling our Oodle Values.
- I have been able to demonstrate assertiveness and leadership skills in my calibration sessions when colleagues are not engaging or are speaking over each other, thus disrupting the session. Taking control has been necessary to ensure a structured and focused session and to ensure I deliver the intended learning outcomes. This has led to improved performances with my team.
- I have delivered multiple huddles, both fun and work-orientated. These huddles helped boost engagement and team morale. I believe this is an essential skill for a TL to help the team come together and work towards a common goal.
- I have contributed to the success of an agent's recent QA scores. I supported the agent's transition off PIP by providing them with ongoing feedback, call listening, and SBS sessions. Since coming off their PIP on September 24, that agent has failed one call and continues to do well with their QA. I got an OV at the back of this.
- I have challenged unwarranted negativity within the team to ensure inappropriate or negative conversations stop within the office. The colleagues listened to what I said, and the conversation died down.
- I have gotten recognition from both senior management and colleagues for supporting them in chats and with their queries.
- I have improved morale and engagement within our team and team chat. I champion the team's completion of office vibes by sharing their importance to help and improve the business's internal services. As a TL, I can embed these qualities and skills within my team.
- Colleagues feel confident and comfortable enough to approach me with their personal issues or complex account cases. I believe they see me as someone who will give them reliable information. If not, I will certainly find out who knows the answer and get back to them.
- I was selected to sit with Compliance Officer AC and talk him through the DD retry cancellation process. I have been able to collaborate with other departments, such as the dialer team, to ensure we had enough cover before agents went offline to catch up with missed huddles or with SPST to ensure the right actions have been completed or taken to commence customer termination journeys, etc.
- I can assume responsibility for completing or overseeing tasks or projects from start to finish. At the end of last year, I took ownership and led our team to our volunteering events at the Manchester Food Bank in the absence of our TL. I contributed to creating a poster to encourage food donations and went around to different teams, such as CS and BST, to encourage donations. Both events went well, which led to positive feedback and a future invitation from the charity coordinators.
- I recently had the opportunity to cover the CST line, and I jumped at the opportunity. I am comfortable and confident in identifying and dealing with customers in vulnerable circumstances and applying empathy where appropriate. I can guide agents in dealing with complex or vulnerable customers to ensure we reach the right outcome.
- I am familiar with CONC7, DISP, and CONSUMER DUTY regulations.
- I am able to manage my workload to ensure that projects are done and on time, even if it means completing work in my own time. I have demonstrated this in the past by prepping for calibrations, 121 sessions, huddles, and volunteering day ideas in my own time.
Education
Master of Science - Business Management With Marketing
Manchester Metropolitan University
Skills
- Computer literacy
- Word, Excel
- Power point
- Nexidia
- Tableau
- Oodle Learning Hub
- Sales Force
- Oobook
Closing Summary
- I am confident that I would be an excellent match for this role. Once again, please review my enclosed Cover letter for additional details regarding my expertise and accomplishments. If you agree that my qualifications meet your requirements, I will welcome the opportunity to discuss the position and how I can add further value to Oodle. Thank you for your consideration.
Timeline
Senior Payment Support Agent
Oodle Finance
09.2019 - 03.2025
Master of Science - Business Management With Marketing
Manchester Metropolitan University
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