2. Personal Details
First Names: Maureen
Surname: Coetzee
Date of Birth: 12 June 1986
ID number: 8606120007089
Sex: Female
Marital Status: Single
Dependants: One
Nationality: South African
Drivers Licence: Yes
Language: Afrikaans
English
Place of Birth: South Africa
Age: 28
Health: Excellent
Contact Number: 083 682 4030
E mail: maureenc@weavacell.co.za or maureenLA2710@gmail.com
3. Residential Address
21 Imatra Ave
Valhalla
0185
Pretoria
Academic Qualifications
School Attended: School Hoërskool Eldoraigne
Highest Standard Passed: Grade 12
Subjects: Afrikaans SG
English SG
Art SG
Tourism SG
Typing SG
Hotel SG
4. History of Employment
Moneystar
Position: Collections Operations Manager
Date started: 1 November 2012 – Current
My Departments at the moment:
Collections
Debt Review
EDC
Tracing
Client Services
• Daily/Weekly: Make sure everybody can work, and that the register is signed.
• Handle queries of agents as well as clients.
• Make sure the soft lock file that was requested for the day that it is soft locked and status is changed.
• Any queries that is coming from Manager.
• Work out on top of incentives given by Director for the WeavaCell team; inform Director where the incentive is standing for the month.
• Weekly meeting with WeavaCell team and Director to talk about problems like, systems, queries, collections, where the collections is standing for the month and what we are currently doing on collections. How the FID figure looks.
• Weekly meeting with EDC to talk about the figure and collections on the WeavaCell and Moneystar book.
Monthly
• Make sure the Collections are at 80% and FID’s is under 20%. Reload accounts if it is necessary.
5. • Wash the Cancelations file with Master file of WeavaCell to make sure all the accounts in the system is correctly cancelled and is on correct status.
• Communicate with Team Leader to give me the KPA’s so that I can look at it to make sure everything is correct before discussed with agent.
• Indicate agents that need to go on the PEP program.
• Prepare an EDC handover file for Moneystar and WeavaCell accounts, send it to MIS to export file, print summary and give to Directors to sign off, send it to Cash department to change status, hand file over to EDC.
• Prepare EDC withdrawn file, send to EDC to indicate if there is any fixed arrangements on accounts, take them out and send it back to me. Send file to MIS department to export file. Send file to Cash department to change status to JPA LAW and handover file to JPA LAW for Legal action.
• Prepare new Campaigns for the agents for the new month. Do the data wash and allocate all the accounts to the correct agents that are working on the Recencies given to them. Send file to Team Leader to load Campaigns on Excalibur.
• Make sure agents is aware of all new changes in the system and if there is new products, communicate all information to the team on how collections is doing for the month and how they have done for the month that past.
• Give new target out to the agents.
• Handle all Leave, Sick leave of the agents, a proof of decline give documents to Team Leader to send to HR.
• Workout the Saturday roster
• Day to day communications to client services and Tracing department.
• Daily and weekly AVM’s and interactive sms’s are sending out to clients that are currently in arrears. Drafting of the file and making sure the sms’s is sent out in time.
• Maintaining the reporting of all departments on a daily basis. Making sure they rich the target that was set out to rich.
• Handling all the reports that are due on a monthly basis.
• Weekly and monthly incentive need to be worked out and communicated to the agents for top collector of the week and month.
• Make sure the collection campaign strategy is worked out for the month and communicated to the team as well as the financial director.
• Allocate accounts to agents and make sure targets are in place.
• Campaign for Tracing department
• Closer files from EDC to reallocate to new EDC
6. • Work out discount offers if necessary when the client wants to settle the account and the account is already with an EDC.
• Induplum write-off
• NCR complaints as well as Ombudsman
• Identify what accounts need insurance claims and process them.
• Make sure all the accounts are on the Collections system; if not do an Import file to make sure all accounts is worked.
• Purchase orders if needed
• Receive internal telephone bill and make sure agents list their personal call so that it can be submitted to HR for deduction.
Month end Reports:
• EDC Collections.
• Funder reports
• EDC Status Report.
• Inbound Stats.
• Tracing Stats.
• AVM and SMS reports
• Tracing and Client Services reports
• Campaign results
• EDC Status Report.
• EDC Collections.
• Administration and Debt Review Stats.
• Update Project figures.
• Prepare new Project with new logo, figure and target.
• WeavaCell Collections and FID’s.
• Summary on Handover files from January 2013 till current.
• WeavaCell and WC Ismart Collections per Recency.
• Import accounts into Excalibur that is currently not in the system. Prepare Import file for every structure that you need to import accounts for. Import all the files into MIS report to get debtor information. Import the files into Excalibur.
• Wash softlock data to make sure all the accounts is softloced for the month.
7. • All accounts that were handed over to EDC prepare Hardlock and Blacklist file, send to WeavaCell to do the necessary.
Systems
Excalibur, Acquire, Bitco, Excellent in Excel
Refrence: Jaco Pieterse COO: 083 527 8800
Onelaw
Position: Head of Department (Employer Liaison)
Date started: 1 May 2010 – 31 October 2012
Duties
- Managed up to 16 members of staff and external consultants
Production
Activated and Managed (EPI team in OneLaw)
Set up processes for recovering money through EDO procedures
Involved with increase in EAO collections from R700’000 till R24’ 000’000
Improved team’s production from 60% affectivity to 85%
Improved payment date capturing from 1500 per month to 7000.
Improved First payment form 1200 per month to 5044.
Acted as a strong manager-motivator for team.
Successful implementation of Employee Incentive Scheme.
Assessed and managed training needs of personnel
Delegation of duties and management of outcomes to/of subordinates
Ensured production targets were met every month
Make sure when the EAO is allocated to my department that the turnaround time is within 30 days.
Allocated Employers to the agents and make sure target is in place.
Implementations that is unsuccessful: We book a meeting with the employer to go and meet them to find out why the EAO’s was not implemented.
8. Handle all Leave, Sick leave of the agents, a proof of decline give documents to Team Leader to send to HR.
Handle all reports that need to go to management regarding how the department performed as well as the need targets.
Make sure my agents is motivated as well as the understanding of the product and there responsibility.
Systems
Reporting – used tools like Excel, Power pivot, Cubes, graphic displays
Lotus – intimate knowledge of processes, swim lanes and business rules in relevant areas.
Working knowledge on other systems: Tesla, Atlantis, SAP, ABSA OCS.
Company OneRisk
Position Team Leader: City of Tshwane Call Centre
Date started 1 August 2009 – 30 April 2010
Duties
Managed up to 32 members of staff
Attended client liaison meetings with management level at Tshwane and BEE partner
Attended to all production report generation
Involved in improving production of recoveries from R500’000 to R16’000’000 (EPI’s)
Involved in improving call production from 16 calls pppd up to 150 calls pppd
Train subordinates in the in-house systems
Reporting & Register (Time Sheets)
Supporting Consultant
Handling incoming Queries
Control of data suppliers and obtaining of data
9. Problem identification and solving skills
Date started 1 April 2009 – 30 July 2009
Position Call Centre Agent
Duties
Top recovery agent (R1’600’000 out of R4’500’000 for financial period)
Stood in as Acting Team Leader for 6 weeks, came out first between other Team Leaders
Making & Receiving calls.
Date capturing on company system (Atlantis)
Creating spreadsheets on Microsoft Excel
Handling of clients in person
Lamicap
Position: Bookkeeper/Admin Clerk
Period in service: 13 October 2008 – 31 March 2009
Duties
Switchboard Duties
Debtors & Creditors Invoicing
Capturing all Accounts Data
Day to day assistance in Accounts Dept
I have work in the UK for 1 year at SunGard as a security guard and Receptionist. I have loved every moment of it
Love the people that I have worked with, would love to do that again.
10. Inbound Training
• Courses attended Service Excellence 2009/04/07
• Show me the Money 2009/04/08
• Habits For Successful People 2009/08/19
• Conflict Management 2009/08/20
• Conflict Management 2010/07/28
• Stress and time Management Training Course 2010/01/01
• Hiring Smart 2010/08/26
• MS Excel 2007 Advanced 2010/09/06
• MDP - Communication Skills 2010/06/29
• Mid Management training 2011/07/20
• Report Builder Intermediate Course 2012/02/14
Summary
I am a quick and willing learner, I’m proactive, can work unsupervised, and have excellent communication skills.
I believe in good work ethics, and thus honesty, loyalty and hard work are some of my characteristics, and a way of life.
I perform my duties to the best of my ability and always strive to improve. Perseverance and team work are key factors in almost every situation in life and therefore plays a very significant role for me at work.
Thank you for your time in considering my application.
Maureen Coetzee
