Cynthia Mkwanazi

I started working in the Call Centre/Financial Services environment from 1999 to August 2000  as a consultant for 2 years, from September 2000 I was promoted to Credit Manager (Supervisor) where I learned and develop in my management field learning how to deal with people and work culture. I display a strong personal characteristic of knowing when and how to deal with different characters’ at work, I am courageous and confident, and I persevere in achieving my goals. Also, adopt easily when a new plan or strategy is introduced and support the change by leading and influencing people to buy-in. I consider myself a highly organized, thorough, and motivated, professional, having solid experience in the financial services and management field, and valuable background in customer service. Now I am working at Financial Service, which is currently known as Connect Financial Services A Division of Pepkor Group (Joshua Door Group) as a manager in the collection department. I am currently working as a Call Centre Manager, mainly focusing on driving collection performance, people management, system, and process. Collaborate with stakeholders and effective action plan to resolve constraints identified Identify skills gaps and arrange training and coaching with team leaders. In my career, I drove to balance between expected outcomes and the satisfaction of customers. I have an analytical mind and am very much a team player who thrives in a stimulating and dynamic environment. In November 2018, I did my final year and achieved my degree in Bachelor of Business Administration and currently studying in the Management Advance Program(MAP NQF Level 8) at WITS Business School.

Company:  JD Financial Service/Connect Financial Solution 

Position:    Call Centre Manager 

Duration:  May 2012 - to date 

Job Description / Responsibilities: 

Execute the strategy within the call center as agreed with the Strategy team, Manage staff capacity to match the requirements of the strategy, and Drive productivity to sustain and achieve collections goals. Participate proactively and constructively in giving input. Provide objective feedback on the effectiveness of strategies. Initiate new ideas for business improvement and growth. Drive performance that will deliver 100% of the revenue target.  Initiate and manage incentive programs to support the achievement of the revenue targets. Manage departmental costs to 5% below budget 

  Company:  JD Financial Service 

Position:    Team Leader Duration:   March 2009- to April 2012  Job Description / Responsibilities:

 Manage Collection Team of 18 staff. Ensure that targets are achieved in line with the business plan. Monitor and manage resources efficiency and effectiveness in line with approved strategies and goals to achieve improved performance. Second in charge of controlling and managing the department in the absence of the senior manager. Conduct department performance presentations with the General Manager in the absence of the senior manager. Analysis book segmentation for Maravedi and Connection Card and monitor the follow-up. Do performance management and coaching to improve collection and arrears. Responsible for staff schedules (leave planning for the year) (staff compliments daily). Responsible for Axia update and signing the manual register.  Reason for leaving:  Promotion Reference:                

Company:  Morkels Benoni Hub 

Position:    Credit Manager Duration:   July 2007 - March 2009 Job Description / Responsibilities: 

Supervised a total of 11 staff Ensure that targets are achieved in line with the business plan. Monitor and manage resources efficiency and effectiveness in line with approved strategies and goals to achieve improved performance. Second in charge of controlling and managing the department in the absence of the senior manager. Do performance management and coaching to improve collection and arrears. Identified bad debt writes off and process. Monitor the repossession process and clear if the customer period expires. Monitor staff welfare and manage petty cash. 

Reason for leaving: Company restructuring.

Company: Best Electrics             

Position:    Manager Duration:   2006 November – July 2007 Job Description / Responsibilities: 

Branch manager for the store of 6 staff with a book value of R4 million Ensure that targets are achieved in line with the business plan. Sales application approval, Affordability analysis, credit reversals Fraud Identification. Monitor and manage resources efficiency and effectiveness in line with approved strategies and goals to achieve improved performance. Responsible for managing stock losses. Responsible for cash flow Monitor daily administration. 

Monitor and ensure store display is in line with current promotion. Monitor cash office staff and sales staff, ensure target sets are achieved.  Do performance management and coaching to improve collection and arrears. Identified bad debt writes off and process. Monitor the repossession process and clear if the customer period expires. Monitor staff welfare and manage petty cash.

Reason for leaving: Resigned /better package  

Company:  Morkels Alberton 

 Position:    Financial Manager Duration:   2005 March – October 2006.  Job Description / Responsibilities: 

Supervised a total of 6 staff Ensures that targets are achieved in line with the business plan. Monitor and manage resources efficiency and effectiveness in line with approved strategies and goals to achieve improved performance. Second in charge of controlling and managing the department in the absence of the branch manager. Responsible for cash flow, and branch reconciliation. Submitting insurance claim. Sales application approval, Affordability analysis, credit reversals, fraud Identification   

Do performance management and coaching to improve collection and arrears collection. Identified bad debts write off and process. Monitor the repossession process and clear balance if the customer period expires. Monitor staff welfare and manage petty cash. 

Reason for leaving: Resigned  

Company:  Morkels Benoni Hub 

Position:    Credit Manager Duration:   March 2002 - March 2005 Job Description / Responsibilities: 

Supervised a total of 11 staff Ensure that targets are achieved in line with the business plan. Monitor and manage resources efficiency and effectiveness in line with approved strategies and goals to achieve improved performance. Second in charge of controlling and managing the department in the absence of the senior manager. Do performance management and coaching to improve collection and arrears. Identified bad debt writes off and process. Monitor the repossession process and clear balance if the customer period expires. Monitor staff welfare and manage cash flow, and petty cash. 

Reason for leaving: Company restructuring      

Company: Morkels Benoni Hub 

Position:   Consultant Duration:   2000 September – March 2002 Job Description / Responsibilities: 

Telephone debt collection. Switchboard operator, tracing customer new information using ITC, allocating none contact accounts to thirty parties for new information. Check feedback and update new information from thirty parties. Invoices verification, Consolidate and submit invoice payment. Journal wrong accounts payment.   

Reason for leaving: Promotion 

Company: Edcon 

Position:   Consultant Duration:   1999 March – September 2000 Job Description / Responsibilities: 

Telephone debt collection. Switchboard operator, tracing customer new information using ITC, allocating none contact accounts to thirty parties for new information. Check feedback and update new information from thirty parties. Invoices verification, Consolidate and submit invoice payment and Journals.   

Reason for leaving: Resigned 

In November 2018, I did my final year and achieved my degree in Bachelor of Business Administration, and currently studying Management Advance Program with WITS(MAP NQF level 8).