1. 96 CO RNFLOW E R S TREE T•BRI DG E TO W N •ATH LO NE • C AP E TOW N
C E L L - 0 0 2 7 7 2 9 8 2 9 5 6 8
E MAI L – RO S LAMO UR@ G M AI L . CO M
ROSHANDA CHERYL LAMOUR
PROFILE
Adaptable, hardworking, dependable and resourceful. Good Team worker and
accomplished Team leader. Accustomed to working long hours and often under
difficult and demanding conditions.
Career record underlines ability to:
• Interact with other people.
• Work in a team and on own initiative in a sole capacity.
• Accept responsibility and respond positively to challenges.
EMPLOYMENT
May 2014 to Present Blue Label Telecoms
Customer Operations
• Handling of Bill Payment Queries: eg reversing/refunding of payments
between service providers and store.
• Escalating queries to bill payment service providers for further
investigation
• Liaising with store and service providers with regards to new products and
new bill issuers
• Requesting credit notes from Finance
• Informing store once credit has been passed
• Testing new bill issuers on the systems
• Keeping store and customer updated as to progress of their query.
• Working all cases via CRM, loading new queries and updating cases.
• Running with all bill payment escalations from beginning to end.
• Handling over and under invoicing queries: eg comparing stores end of
day reports / x-readings vs blue label invoices.
• Pulling of all reports and formatting it via excel.
• Keeping store informed as to progress on cases.
• Requesting credit notes from finance
• Informing store once credit has been passed.
• Assisting call centre with queries and the processed that needs to be
followed.
Nov 2010 to April 2014 Blue Label Telecoms
Contact Centre Agent
• Technical assistance for all Spar Stores
• Database maintenance
• Pre-paid voucher functionality
• Escalations of difficult queries
• Assisting with Account Recon
March 2009- Nov 2010 Kwikpay
Telesales Agent
• Signing up clients for virtual airtime via telephone
• Sending and receiving application forms for airtime.
• Following processes for activating airtime on terminals
• Sending weekly and monthly Reports on sales
Assisting and relieving Reception

2. June 2008 – Feb 2009
Telesales Consultant Summer Mobile
Duties
• Selling cell phone packages via telephone
September 2005 – December 2006 Marais Muller Yekiso Attorneys
Call Centre Agent
Duties
• Phoning clients and arranging payments for outstanding debts to various
accounts inbound and outbound.
• Sometimes I was required to do team leader duties up till one month at a
time.
June 2003 – August 2005 Anthony Richards & Associates
Call Centre Agent
Duties
• Phoning clients and arranging payments for outstanding debts to various
accounts inbound and outbound.
.
January 2001– May 2003 Oranjezight Service Station
Cashier & Sales Assistant
Duties
• Working twelve hour shift as a cashier and also helping out in sales.
EDUCATION
1999
Garlandale Senior Secondary School Athlone
Passed Matric
SUMMARY OF QUALIFICATIONS
Access Computer Training
Module 1 : Introduction to Computers
Module 2 : Keyboard Practice
Module 3 : Windows 95 Theory & Practical
Module 4 : Ms Word level 1 theory
Module 5 : Ms Excel level 1 theory
Module 6 : Ms Power point level 1
Mind Leaders Certificate of Mastery
Module 1: Excel 2007 getting started
Module 2: Creating a worksheet
Module 3: Formatting Data
Module 4: Editing and printing worksheets

3. Poynt Management
Call Centre Training
Promotions
Telephone Techniques
Voice and Speech Training
PERSONAL INFORMATION
• Married
• South African
• D.O.B. 02 / 03 / 1981
• English, Afrikaans
REFERENCE
• Marais Muller Yekiso Attorneys – Crystal Cordom 072 342 4985
• Anthony Richards & Associates- Mrs Bailey – 021 4067800
• Summer Mobile - Sharnet Gordon 021 681 5000
• Blue Label Telecoms – Supervisor Lana Hayes- 021 525 3000
• Blue Label Telecoms – Manager Dorothy Davis – 021 5253000
* Original certification can be produced on request