Hilda Maleka

Experience

• 

  Direct Channel Holdings (PTY) LTD

  Feb 2008 - Sept 2008

  Call Centre Agent

  • Selling insurance telephonically on behalf of Sanlam Sky and Absa bank

• 

  Aegis Holding BPO Pty Ltd

  Oct 2010 - Jul 2014

  Customer Service Representative

  • Inbound UK based call centre, booking appointments, conducting credit checks, handling and resolving complaints, taking payments• Using systems such as SAP and Siebel• Also helping out the HR Generalist as part of my personal development; desertion process, Exit forms, rewards and recognition, employee engagement updating the attrition tracker, leave recons, birthday wall, focus groups, etc.

• 

  Discovery Limited

  Aug 2014 - now

  Promoted to Data Query Analyst• Investigate, resolve and/or escalate queries• Day to day administration of queries• Data capturing• Compiling of reports• Handling of all telephonic and email queries both internally and externally within agreed SLA • Data control and admin• Maintaining accurate filling systems and spreadsheets • Liaising with the business partners and contact centre for a resolution to focus on both business and customer needs and satisfaction• Probing for further information for greater understanding of a problem and finding the route course • Working on escalations internally and with business partners Service Consultant• Dealing with multiple telephonic queries from Discovery members, brokers and franchises • Dealing with queries through to resolution• Accurate logging of all queries• Updating clients on the progress of their queries• Ensuring that our clients receive superior service• Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence• Accurate reporting in place in order to provide quality feedback to direct manager• Routing all enquiries to the correct department so that clients query can be adequately handled• Utilising the Discovery systems for all calls, queries and correspondence Show less

  • Data Query Analyst

    Feb 2016 - now

  • Data Analyst

    Aug 2014 - now