Cathrine Kefiloe Mokone

Curriculum Vitae (CV)

What job i'm looking for? My positive points

I am a dynamic and results-oriented collections supervisor with over 15 years of
experience in managing call center operations. With a proven track record in driving
performance, ensuring compliance, and coaching teams to consistently meet and
exceed KPIs, I excel in improving efficiencies and resolving escalated issues. My ability to
foster a positive team culture enhances productivity and engagement. I am eager to
leverage my extensive experience in a role that aligns with organizational goals and
supports continuous growth.

Preferred occupation:

CollectionsCall Center Customer Service Super
Finance jobs

Preferred work location:

Johannesburg
Gauteng

Contacts and general information about me

Day of birth:

1981-07-14 (43 years old)

Gender:

Female

Residential location:

Johannesburg
Gauteng

Telephone number:

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Work experience

Working period:

nuo 2014.11 iki 2024.07

Company name:

CSS Credit Solutions Services (Pty)

Occupation:

Collections Supervisor

What you did at this job position?:

Supervised a team of 14-15 agents specializing in Standard Bank Home Loans and Vehicle Asset Finance (VAF) collections, consistently exceeding targets. Facilitated daily team meetings, implemented performance improvement plans, and conducted call reviews to ensure SLA adherence. Monitored attendance, behavior, and productivity while addressing non-compliance. Delivered actionable coaching and feedback to optimize efficiency and resolved escalated customer inquiries. Collaborated with management to align team and individual goals with collection objectives and presented comprehensive performance reports to clients and senior management. Fostered a positive team culture through clear communication, motivation, and leading by example.

Working period:

nuo 2006.05 iki 2014.11

Company name:

African Bank

Occupation:

Collections Supervisor

What you did at this job position?:

Managed a team of 14-15 staff members, ensuring smooth daily operations and consistently meeting collection targets. Conducted performance reviews, implemented corrective actions, and enhanced operational efficiency through effective leadership. Addressed escalated customer queries, monitored compliance with company standards, and actively participated in recruiting and training new team members, fostering a high-performing and customer-focused environment.

Working period:

nuo 2006.03 iki 2006.05

Company name:

African Bank

Occupation:

Junior Quality Analyst

What you did at this job position?:

Evaluated agent performance, delivering coaching to ensure standardization across customer service, collections, and communication.

Working period:

nuo 2000.12 iki 2006.03

Company name:

African Bank

Occupation:

Collections Consultant

What you did at this job position?:

Negotiated payment plans for delinquent accounts, consistently meeting cash collection targets. •Resolved customer queries and processed refunds efficiently.

Education

Educational period:

nuo 1998.01 iki 1998.12

Degree:

Grade 12 / Matric

Educational institution:

Seana Marena Secondary School

Educational qualification:

Grade 12 (National Senior Certificate),

Languages

Language

Speaking level

Understanding level

Writing level

English

very good

Setswana

fluent

Language

English

Speaking level

very good

Understanding level

very good

Writing level

very good

Language

Setswana

Speaking level

Understanding level

fluent

Writing level

fluent

Computer knowledge

Technical Proficiency: MS
Office Suite (Word, Excel,
PowerPoint)

Additional information

Driver licenses:

B Light Vehicle ≤ 3,500kg

Driver license from:

2006-05-00 (18 years)

Salary you wish:

25000 R per month

How much do you earn now:

23300 R per month

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