1. Lindiwe Phangwa
Cover Page: Introduction
I am a multitalented, dedicated individual with a drive and passion for challenge. I am
self-motivated, have great work ethics and an inquiring mind. I have strong analytical and
problem solving skills and I’m a proven team player and leader. I’m assertive, have a concern
for quality and I possess excellent communication skills.
I’m well trained in disciplines involving the call center management, customer service, quality
and tracing
Having a keen interest in the call center environment exposed me to interaction as well as
relationship building. Not only am I call center manager oriented I also encompass excellence
and client satisfaction in what I do. I have a high standard of integrity and honesty and have
demonstrated excellent communication, interpersonal, conflict resolution, listening and
leadership skills with various people throughout my career.
My analytical background and high learning potential enabled me to experience an
international environment in collections and I moved on to call center environment then into
the management position and later into the commercial department within this organization. I
have considerable exposure in managing diverse teams, both internally and externally based
on trust and openness in order to achieve business objectives.
My duties as a call center manager involves day to day self-motivation and strong strategy
planning as to how to drive productivity and discipline in-order to archive the required targets
which will lead to reaching the Revenue target as well.
Attached please find my detailed resume. Your consideration to my application will be highly
appreciated. Should you require further information please do not hesitate to contact me on
084 725 7940.
Kind Regards,
L. Phangwa
Page 1.

2. Personal details
Surname : Phangwa
First name : Lindiwe
Postal address : 1415 Telescope Street
St Martin, Devland 1811
Telephone numbers : 084 725 7940 (Mobile)
Nationality : South African Citizen
Identity number : 8607310763085
Home language : Zulu
Other languages : English, Xhosa, Sotho
Working experience : 10 years
Industry : Call Centre
City : Gauteng
Dependants : One
Drivers licence : Code 10
Attributes
 Perfectionist, diplomatic and professional
 Assertive and customer service oriented
 Excellent team spirit and ability to maintain discipline
 Meticulous (attentive)
 Adapt well to change
 Organized
 Trustworthy
 Results orientated
 Work well under pressure
Skill Summary
 Excellent communication skills
 Good people management skills
 Good planning and organizing skills
 Problem solving skills
 Productive interpersonal Skills
 Computer literate
 Strong Leadership background
 Ability to conduct presentation and surveys
Industry Experience (from Current employment)
 Account Receivable Management (Debt Collection Industry) – Call Centre Supervisor
 Account Receivable Management (Debt Collection Industry) - Collections Consultant
Recognition of prior learning/achievements
 Received a Recognition Certificate – MBD CS (2006,2007,2012)
 Received a Supervisor of the year Certificate – MBD CS (2010,2011,2012)
 In position of NQF Level 4 in Contact Centre Certificate - BOSTON – SETA (2012)
 In position of a Matric Certificate - (2005)
Page 2.

3. Education training and development background/Academic Qualifications
1. Institution : Bopasenatla Secondary School
Qualifications : Matric
Year Obtained : 2004 (Completed)
Subjects Passed
 English 1st
Language
 IsiZulu 1st
Language
 Mathematics
 Accounting
 Business Economics
 Economics
2. Institution : Boston
Qualification : NQF Level 4 in Contact Centre
Year Obtained : 2013 (Completed)
Subjects Passed:
NLRD No. NQF Level Credits
116606 4 6
13948 4 5
116608 4 6
116603 5 10
110526 5 4
116599 4 6
Employment History (Starting with current employment)
Position : Call Center Manager
Location : Jan Smuts, MBD Credit Solutions
Period : Oct 2013 – To Date
Description
 Complete daily attendance roster of staff members
 Submit Terminations of contracts to HR
 Filling staff requisition form
 Conducting interviews
 Conduct Daily Audits on staff according to KPA’s (Quality Assessments)
 Escalations of queries to Strategy Department (risk)
 Solving of queries
 Authorizing of discount settlements
 Coaching and Training of the staff
 Achieving collection targets at a team level by driving staff to achieve individual targets
 Conducting weekly staff meetings on performance
 Driving discipline with the call centre
Page 3.

4.  Consolidate a MER(Month End Report)
 Attend strategy meeting and give imputes
 Facilitating client meetings where we updating client on month to date performance
 Distribute call centre incentives
 Initiating a hearing for disciplinary
 Reading and understanding the Forecast budget
 Completing a call centre carpex before close and opening of the financial year end
Key responsibilities
• Compliance with Statutory, regulatory and business requirements, to protect the reputation of
the group and to avoid legal action / sanction in respect of regulatory compliance matters.
Operate within delegated levels of authority. Comply with product specific policies and
procedures. To execute the laid down strategy and collections processes
• Effective coaching, monitoring, performance management, learning and development and
people management of direct reports. Provide and interpret relevant MIS timeously
• Manage staff effectively to achieve administrative efficiencies and effectiveness.
• Effective communication with all stakeholders and identify, build and maintain key relationship
• Cost control (Staff costs, stationary, etc.)
• Updating of PNA and ensuring correct disciplinary action is taken
• Monitor effectiveness of the team and individuals & take action to address issues identified
• Communicate clearly the targets to each individual ensuring they understand them, how they fit
into the overall department plan and the impact of non-delivery
• Ensure all individuals in your team meet their daily and monthly targets
• Check, sign and capture COB’s and refer to Manager to authorise
• Ensure that the staff are handling every interaction with the customer/vendors appropriately,
ensuring adherence to operational process and procedure guidelines.
• Coach & develop your team and have monthly one on one discussion providing detailed
feedback
• Agree action plans with individual team members to improve performance ensuring they are
documented, reviewed and followed up
• Provide visible leadership and coaching, and demonstrate an understanding of your team’s
performance against targets.
• Communicate business objectives to the team and convert to team/ individual objectives
• Ensure all deadlines are met your team and ensure that performance management is
undertaken with non-compliant staff
• Ensure disciplinary action is taken among staff that do not co-operate with business
requirements.
Position : Call Center Supervisor
Location : Jan Smuts, MBD Credit Solutions
Period : April 2007 – Sep 2013
Description
 Complete daily attendance roster of staff members
 Submit Terminations of contracts to HR
 Conduct Daily Audits on staff according to KPA’s (Quality Assessments)
 Escalations of queries to Strategy Department (risk)
 Solving of queries
 Authorizing of discount settlements
 Coaching and Training of the staff
 Achieving collection targets at a team level by driving staff to achieve individual targets
 Conducting weekly staff meetings on performance
 Driving discipline with the call centre
Page 4.

5. Position : Call Centre Consultant
Location : Jan Smuts, MBD Credit Solutions.
Period : July 2005 – March 2007 (1 year 8 months)
Description
 Required to collect on delinquent accounts.
 Handling both inbound and outbound calls from and to debtors.
 Achieving collection targets by negotiating with debtors to settle their debt in a professional and friendly
manner.
 Resolve & escalate queries with accordance to the company’s policy.
 Updating debtor’s recent information
Reference will be provided on request.
Page 5.

6. Position : Call Centre Consultant
Location : Jan Smuts, MBD Credit Solutions.
Period : July 2005 – March 2007 (1 year 8 months)
Description
 Required to collect on delinquent accounts.
 Handling both inbound and outbound calls from and to debtors.
 Achieving collection targets by negotiating with debtors to settle their debt in a professional and friendly
manner.
 Resolve & escalate queries with accordance to the company’s policy.
 Updating debtor’s recent information
Reference will be provided on request.
Page 5.