Joao Giovanni De Sousa

• Balance Enquiry
• Payment Confirmation
• Reading Submission
• Reconnecting Electricity
• Reconnecting Water
• Statement Requests
• Improve service delivery and Call Centre efficiency in the organization
• Contact Centre support
• Achieve SLA and performance measures to ensure customer satisfaction with the services provided
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Ensuring all prices and quantities are accurate and providing receipt to all customers
• Capturing of creditors statement on system to reconcile the amounts

Community Management

● Establish and follow a regular cadence for engagement: Schedule TBD depending on the community's needs and resources.

● Share a variety of types of engagement: Some types of engagement may include: discussion prompts, Q&A sessions with subject matter experts, virtual events, contests or challenges, and sharing helpful resources.

● Encourage member participation: Create prompts that encourage members to engage with the community. Ask open-ended questions, ask for members' opinions, or provide opportunities for members to share their own experiences and expertise.

● Be responsive and present: Respond to member inquiries or comments in a timely manner, and be present in the community regularly to show your support and commitment to its success.

● Monitor engagement metrics: Track engagement metrics, such as number of active members, frequency of posts, and level of interaction AMAs

● Source and Book talent: Create a talent pool list consisting of industry experts whose knowledge aligns with group content strategy and weekly/monthly topic. Handle outreach, working alongside the CEO, and maintain an ongoing calendar of guest availability.

● Encourage member participation: Prior to AMA get the community excited and talking about the topic, and encourage live attendance. Attend all AMAs and be actively involved in the group chat, asking questions and encouraging participation when necessary

• Developed and implemented strategies to increase community engagement.
• Responded to customer inquiries in a timely manner.
• Analyzed user feedback and identified areas of improvement.
• Collaborated with other departments to ensure customer satisfaction.
• Provided support for technical issues related to product usage.
• Managed multiple projects simultaneously, ensuring deadlines are met.
• Compiled reports on website traffic, conversions, and other metrics.

• Perform account reconciliations and conducted investigations into discrepancies.
• Processing of pension,retirement,retrenchment,disability, funeral and death claims.
• Prepare member and employer benefit quotations.
• Interpret and applied legal, contractual and accounting requirements to maintain compliance.
• Calculate provisions for provident,moderate and aggressive funds to maintain operations within budget.
• Manage relationships with tax authorities, bankers and auditors.
• Processing of new investments
• Preparing monthly employer and member fund reconciliation.
• Update and maintain accurate fund data , records and systems
• Document preparation of member and employer benefit statements.
• Communicate with clients to address and resolve billing or payment disputes.
• Preparing client and employer financial statements.
• Administer participating employer and member information .
• Reports , annual reviews and transfer certificates.
• Accurate and timeous payment of member benefits .

• Establish long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
• Document outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
• Expanded bottom-line profit opportunities, cold-calling and following up with leads to secure new revenue.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Cross-selling additional products and services to purchasing customers.
• Tracked activity in CRM to support quality assurance.
• Assisting with telephonic queries and logging tickets to all relevant departments .
• Manage customer expectations by clarifying needs, identifying options and recommending products and services.
• Audit customer account information to identify issues and develop solutions.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Documented customer correspondence in CRM to track requests, problems and solutions.

• Monitor contract requirements, invoices and receivables to keep books in order.
• Prepare accurate and concise reports, conveying progress, issues and solutions.
• Display strong telephone etiquette, effectively handling difficult calls.
• Organize client meetings to provide project updates.
• Preparing tender documents , financial and technical proposals.
• Assisting the MD with bookkeeping and updating different databases .
• Assisting with secretarial services for PRISA Namibia
• Utilized document management system to organize company files, keeping up-to-date and easily accessible data.