Hercules Bulose

I am an Experienced Customer Service Consultant with more than Ten years of experience providing Customer Services and Billing Support; From processing billing functions and resolving invoice discrepancies and evaluating customer needs, I excel in providing exceptional customer service while ensuring maximum levels of satisfaction and retention.

Throughout my career, I have amassed comprehensive experience in performing top-flight credit risk assessments on both business and Personal Clients.  My proven customer service Skills, together with my education and expertise in managing information, alongside my demonstrated success in effectively coordinating financial services across multiple departments, while simultaneously ensuring optimal customer experiences, does position me to excel and to make a substantial impact.

Highlights of my experience includes: 

1. Excelling within a time-sensitive, fast-paced atmospheres while motivating fellow team members to peak performances.
2. Demonstrating a patient nature, a commitment to resolving complaints and concerns, and an unwavering focus on customer service excellence
3. Providing accurate and detailed oversight of financial analyses while collaborating with multiple teams to enable maximum efficiency and productivity.
4. Consistently delivering an outstanding level of customer service and satisfaction.

eThekwini Municipality – Finance                    I        July 2022 – Nov 2023          I   KwaMashu Revenue Office 

eThekwini Municipality – Finance  I July 2022 – Nov 2023   I  Acting Revenue Supervisor

• Precisely and expeditiously overseeing billing and payment information and Communicate activities to drive revenue growth and optimize customer service.
•  Ensuring that all banking procedures are followed to ensure security and regulatory compliance.
• Worked at a standalone office to ensure compliance to standard operational procedures. 
• Handle all Cash in Transit Processes and ensure compliance with all security personals, and Monitoring compliance with all security measures pertinent to cash in transit processes and taking remedial action to address safety violations.
• Ensure a safe and smooth hand over of the Money bags to the Security personal and ensure that all receipts, slips and deposits are signed and verified. 
• ensure customer satisfaction by managing and overseeing the team. 
• Execute Administrative functions to sustain high level of customer service through ensuring that all pending and unsolved quires are escalated to relevant and liaise with those departments to ensure that every query gets resolved. 
• Track and report information related to Credit arrangements, including delinquency rates and loss projections. 
• Streamline operations for increased efficiency through regular process reviews and implement necessary changes.
• Improve customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increase team productivity by implementing efficient workflows and setting clear expectations for staff members.     

eThekwini Municipality – Finance  I        Sept 2015 – Nov 2023    I  Accounts Consultant   

Billing Duties 

• Receive and reviewing credit applications for repayments of debts, while researching clients’ credit profiles and financial history to determine credit authority approval or rejection.
• Safeguard the municipality against any possible revenue losses by assessing and correcting all allocations of unauthorized/ illegal consumption of services. 
• Process request for refunds and/ or adjustments to customer accounts for payments made to the municipality (e.g. deposits and excess/ incorrect payments) 
• Negotiate mutually acceptable payment arrangements in respect of outstanding Accounts by assessing the accounts payment history as per the Credit Control and Debt Management Policy
• Updates information on schedules, prepare information for processing purpose and maintain account details and ensure compliance with procedures and standing orders. 
• Ensure that all business transactions (Registration, Terminations, Active transfers, Credit Arrangements and refunds request) are in line with our Credit Control policy and ensure that all supporting documents are filled for records and auditing purposes. 
• Provide information updates on access to utilization of and payment for municipality services and process general customer requests.
• Train new hires on customer service protocols and ran a mentoring program for interns. 
• Increase client satisfaction by providing timely and accurate financial advice.
• Streamline accounting processes for improved efficiency and accuracy in financial reporting.
• Collaborated with clients to develop customized financial strategies, enhancing their overall financial health.
• Assisted clients in identifying potential areas of cost savings and revenue growth opportunities.

Collections and Reconciling Duties 

• Reconcile payments received against receipts issued to customers and attend to procedural requirements and compile daily cash statements. 
• Handle payment processing and refunds, and Address billing discrepancies and customer credit concerns.
• Ensure that all bank deposits are verified, deposits slips signed and stop loss bags exposed to the camera. 
• Process all payments and bank all revenue collected and administer payments for various specialized municipal service. 
• Process and Reconcile sales and Payments for all Municipal services.
• Safe keeping of records for auditing purposes and compile reports on Weekly basis. 
• Bank all revenue collected on the Revenue Receipting System and ensure that the cash on hand does correspond with the money reflecting on the system. 

eThekwini Municipality  I    June 2013 – May 2015   I   Revenue Business Centre 

Business and Commercial Accounts Graduate Trainee 

• Screen and resolve all queries that are referred to the business center for comments. 
• Provide information on access to utilization of payments for municipal business services. 
• Process general customer requests and follow up on decisions made by Applying the council’s arrears management and debt control policy (e.g. credit guidelines). 
• Process all applicable administrative requirements for registration and terminations of Accounts.
• Initiate corrective measures in all instances wherein administrative billing errors have occurred. 
• Manage the status of accounts and balances and identifying account inconsistencies.
• Enhance team collaboration by participating in group projects and sharing innovative ideas.
• Develop strong analytical skills through conducting research and analyzing data for various projects.
• Participate in mentoring programs for continued professional growth and skill development opportunities.
• Develop cross-functional capabilities by collaborating closely with colleagues from diverse backgrounds and areas of expertise.

Merchants Cell C       I     Sept 2012 – May 2013            I         Billing Consultant 

• Handle customer questions, complains and billing inquiries with the highest degree of courtesy and professionalism to resolve customer. 
• Offer alternative solutions where appropriate with the objective of retaining customer’s business. 
• Answer customer’s requests concerning services, products, billing, equipment, claims and reports problem areas. 
• Make recommendations according to customers’ needs on features, accessories, upgrades and rate plans. 
• Reviewing and analyzing customer’s invoices with regards to bill disputes 
• Handle business transactions in connection with activation of new customer accounts and terminations of contracts on a computer terminal. 
• Reduce errors in billing data entry through implementing automated validation checks.
• Increase billing efficiency by streamlining invoice processes and payment systems.

Tertiary education 

MANCOSA      I   Current Studies         I         School of Business Sciences 

Advance Diploma in Business Analysis 

Modules:

• Business Strategy, Analysis and Planning        
• Formulation of Business Case
• Solution Assessment and Validation                                
• Effective Business Requirements
• Process Modelling and Analysis                        
• Enterprise Analysis

Durban University of Technology   I   2008- 2011   I   Governmental Studies & Economics 

National Diploma in Public Management 

Major Modules: 

• Human Resource Management                        
• Policy studies 
• Procurement and Logistics Management        
• Project Management
• Public Financial Management

Matric 2007 - Sebenzakusakhanya Secondary School 

Subjects passed.