MIKA JEREMIA
Windhoek
Summary
Highly motivated and resourceful professional with a track record of delivering exceptional support services and exceeding client expectations in post-sales interactions. Known for maintaining composure and providing solutions while handling challenging client demands. Adept at learning new processes from inception to implementation and skilled in working with numbers. Thrives in dynamic, evolving environments and is committed to continuous improvement. Passionate and knowledgeable about the finance field, seeking opportunities to leverage expertise to drive organizational success. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
8
8
years of professional experience
Work History
Multi-skilled Call Centre Agent
FNB Namibia
08.2022 - Current
- Delivering exceptional service that exceeds the customers' expectations through proactive, innovative and appropriate solutions
- Ensuring that client investigation deadlines are met and keep the client continually in the loop
- Assist with overdraft applications and educate clients on other credit products.
- Providing regular feedback to customers and or branches regarding progress made on resolving the query
- Resolving all customer queries efficiently, and within agreed timelines
- Attending to daily control log sheets and maintaining an accurate diary system for queries
- Responding to incoming phone calls, emails, and queue system inquiries
- Compiling daily statistics relevant to number of customers and queries attended to
- Keeping up with in-depth understanding of certain items, costs, application procedures, processing, and deadlines to set and meet pertinent goals for the business goods and services
- Ensuring that all communications with clients are professional, resulting in compliments
- Delivering effective administrative services by promptly and carefully organizing, reporting, and updating of all related information
- Complying with governance in terms of legislative and audit requirements
- Ensure efficiency of service productivity and performance in Call Centre
- Ensuring that all issues or feedback arising from client contact is accurately recorded on the CRM system
- Continuously updating the customer information system
- Reporting on required Call Centre activities and output in order to enhance business outcomes
- Helping clients register, de-register and maintaining their online banking profile
- Sales knowledge of cross-selling and upselling
- Credit Management and budgeting
- Client solution based
- On the Job – training
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Customer Service Representative
Multichoice Namibia
05.2021 - 07.2022
- Respond to inbound Commercial and Residential calls within the prescribed turnaround times
- Helping business clients manage their accounts in accordance with their requirements
- Maintaining a professional attitude in challenging situations
- Identifying customer queries, exploring answers and alternative solutions, implementing solutions and escalate unresolved queries
- Fulfilling customer requests by clarifying information, completing transactions and forwarding request, as it may be required
- Resolving complaints with the intention of boosting client retention or renewal rates
- Troubleshooting and resolving customers problems with our products by determining cause of the problem, then follow through with resolution
- Achieving and maintaining proficiency with our escalation matrixes
- Maintain up-to-date database by reconfirming and updating customer details at every interaction (DBC)
- Ensuring as much as possible, first call resolution at every customer contact – reducing return calls
- Collaborating with the campaigns department to retain customers
- DStv and GOtv cellphone application testing
- The importance of being emotionally intelligent
- Patience
- Practicing of innovative thinking to quickly help with all client enquiries
- Working with commercial customers
Customer Service Representative
Multichoice Namibia
08.2019 - 07.2021
- Respond to inbound Commercial and Residential calls within the prescribed turnaround times
- Helping business clients manage their accounts in accordance with their requirements
- Maintaining a professional attitude in challenging situations
- Identifying customer queries, exploring answers and alternative solutions, implementing solutions and escalate unresolved queries
- Fulfilling customer requests by clarifying information, completing transactions and forwarding request, as it may be required
- Resolving complaints with the intention of boosting client retention or renewal rates
- Troubleshooting and resolving customers problems with our products by determining cause of the problem, then follow through with resolution
- Achieving and maintaining proficiency with our escalation matrixes
- Maintain up-to-date database by reconfirming and updating customer details at every interaction (DBC)
- Ensuring as much as possible, first call resolution at every customer contact – reducing return calls
- Collaborating with the campaigns department to retain customers
- DStv and GOtv cellphone application testing
- The importance of being emotionally intelligent
- Patience
- Practicing of innovative thinking to quickly help with all client enquiries
- Working with commercial customers
Accounts Receivable Accounts Assistant
Multichoice Namibia
08.2020 - 04.2021
- Ensuring accuracy and efficiency of operations, processing and monitoring for incoming payments of Commercial and Residential accounts
- Securing income by confirming and recording the amount received
- Preparing invoices and statements
- Processing discounts & rebates
- Clearing incoming payments against invoices
- Identifying discrepancies and resolving client billing issues
- Contacting customer to collect to outstanding debt that are due on the Age analysis
- The reconciliation of accounts
- Debt collection
- A broader understanding of financial practices and procedures
- SAP Knowledge
Call Center Agent (Temporary)
Mobile Telecommunications Ltd (MTC)
11.2018 - 06.2019
- Analyzing and verifying monthly invoices for clients
- Actioning credit score for post-paid clients and loading airtime/data for them
- Answering inbound calls to explain correct product use, procedures and solve other MTC related enquiries
- Corresponding with clients and internal departments via email
- Capitalising sales on mtc products or services where possible and appropriate
- Making outbound calls to provide customer feedback whenever necessary
- Operating emergency line services
- The importance of communication and feedback
- Maintenance of client relationships
Assistant Finance Administrator Temp (General Ledgers)
Old Mutual Short-Term Insurance
10.2016 - 05.2017
- Preparing and capturing of journals
- Assisting senior Administrators prepare the recons
- Traditional and electronical filing
- Ad-hoc general administrative duties
- Assisting with the queries arising from the Receiver of Revenue (Ministry of Finance)
- Sending out monthly debtor invoices
Assistant Finance Administrator Temp (Credit Control)
Old Mutual Short-Term Insurance
07.2016 - 05.2017
- Analysing of the age analysis for overdue items to follow up on with the relevant stakeholders
- Resolving queries from the underwriters and clients
- Assist with managing the claims team's salvage activities and claim payments
- Sending out monthly commission statement to Insurance brokers
- Ensure correct matching of cash receipts on the system
- Knowledge and interest with numerical(numbers)
- Task involvement and engagement
- Debt Collection
- Time management
Education
Advanced diploma - Management
STADIO Namibia
01.2021
Honours degree - Business Administration
University of Namibia
01.2017
Grade 12 -
Tucsin Khomasdal
01.2012
Grade 12 -
Tsumeb Secondary School
01.2011
Skills
- Teamwork
- Customer service and administration
- Analytical thinking
- Conducting Research
- Customer Relations Management (CRM)
- Accounts Receivable
- Governance and Legislation
- Credit Management
- Communication
- Prioritizing
- Digital dexterity
- Accountability and ownership
Obtainedattributes
- Customer Relations Management (CRM)
- Accounts Receivable
- Governance and Legislation
- Credit Management
- Communication
- Prioritizing
- Digital dexterity
- Accountability and ownership
- Teamwork
Personal Information
- ID Number: 92060300908
- Driving License: Code B (08)
Sociallink
https://na.linkedin.com/in/mika-jeremia-b61547116
References
- Eduardo Beukes, Call Center Supervisor, FNB Namibia, +264 81 207 8987
- Leandro Van Wyk, Call Center Manager, Multichoice Namibia, +264 81 316 6263
- Laina Haihambo, Finance Supervisor, Multichoice Namibia, +264 81 206 2900
- Iyaloo Kanime, Call center Team Leader, Mobile Telecommunications Company (MTC), +264 81 263 0387
- Loide Ndengu, Assistant Financial Accountant/Credit Control Team Leader, Old Mutual, +264 61 207 7221
- Lloyd Londt, Finance Manager, Old Mutual Short-term Insurance, +264 81 309 3860
Languages
Oshiwambo
Native language
English
Advanced
C1
afrikaans
Intermediate
B1
Timeline
Multi-skilled Call Centre Agent
FNB Namibia
08.2022 - Current
Customer Service Representative
Multichoice Namibia
05.2021 - 07.2022
Accounts Receivable Accounts Assistant
Multichoice Namibia
08.2020 - 04.2021
Customer Service Representative
Multichoice Namibia
08.2019 - 07.2021
Call Center Agent (Temporary)
Mobile Telecommunications Ltd (MTC)
11.2018 - 06.2019
Assistant Finance Administrator Temp (General Ledgers)
Old Mutual Short-Term Insurance
10.2016 - 05.2017
Assistant Finance Administrator Temp (Credit Control)
Old Mutual Short-Term Insurance
07.2016 - 05.2017
Advanced diploma - Management
STADIO Namibia
Honours degree - Business Administration
University of Namibia
Grade 12 -
Tucsin Khomasdal
Grade 12 -
Tsumeb Secondary School
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