Mogie Ramsamy-c.v

CURRICULUM VITAEMogambal (Mogie) Ramsamy

Mogie Ramsamy072 498 747339 Ridge CrestCnr Dormel & Harry Gaulaun RoadVorna ValleyMidrand1685

ObjectivesTo participate in a working environment where I can use my skills to the maximum benefit of the organization for which I am working and where my abilities and achievements will be recognized. My ability to administer and implement strategies and to understand the role of technology in its application to the work place will be assets in the position that I am seeking.

EducationMatric – Senior Certificate-1990 | Mountview Secondary | Verulam | KZN

Certificate available on request.

ExperiencePermanent Employment

February 1994 | December 1997 Office AssistantT & T Electrical | Umgeni Road- Durban

Accounting Functions:Debtors: Invoicing

Cheque Deposits Sales Journals Bank Reconciliations WIP Reports

Creditors: Payments Payment Journals Processing Cheques

Admin: Fil ing Wages Vat Returns Secretarial

Skills Switchboard Word Excel Powerpoint E-mail Wordstar 2000 Paytech Wage Package Q-Pro

Permanent Employment/ cont.

September 1998 | May 2000 | Accounts ClerkNinham Shand | Randburg (Johannesburg)Data Capturing on PROMAN (Project Management Accounting Package)

Creditors: Receipt all invoices Complete costing and ledger codes in invoices for approval Collate invoices to statements

Debtors: Billing Pettycash Timesheets and expense claims Payments Cheque Requisitions Month end reporting To comply with all policies and procedures as per head office.

Skills PROMAN-Project Management Accounting –Billings and Creditors Windows 97: Word, Excel & Powerpoint Internet and E-mail


January 2001 | May 2002 | Research and Development Schemes Officer-Fully Guaranteed LendingStandard Bank of South Africa | Simmonds Street (Johannesburg)

Retrieving loan applications on requestData capturing on systems mainframeLiaising with various corporates and companies to implement the Full Guaranteed Lending system and assist them to process applications timeously and efficiently.Book keeping Functions: Stop Payments

JournalsReconciling AccountsDealing with customer queries timeously

Support Functions: Reconstruction of AccountsDispatching of cheques processed for companiesDispatching of returns and incorrect applications

Reporting: Attending meetings at various companies on a supervisory levelCompiling and distributing reports to companies containing

information of payments intocustomer bank accountsDistributing statements on requestUpdating information on the in house loans system.

Skills Citrix Fully Guaranteed Lending Program(In House) Batch Processing (Journals) in House Re-constructing Accounts (Off-Line system)


May 2005 | April 2007 | Customer Service RepresentativeUTi Sun Couriers | CenturionTo answer all calls coming into the contact centre within the required service level.To identify clients’ needs and resolve them within a satisfactory time period.To log all collections, stationery requests, sales leads, etc. within the required company standards.To have a good understanding of the Sun couriers Tariffs and User guide and to have the abil ity to provide clients with accurate information with regards to all the services and products offered by the company.To have the ability to liaise with clients on all levels in a professional manner.Establish from clients if goods that are sent are regarded as dangerous and ensure that we comply with the National Road Traffic Act 93 of 1996.Logging of collections on the Sun Couriers internal system with accurate information.Provide clients with quotes, services offered and products available.Maintain above average stats with a good balance of quality and quantity.To assist clients with queries when loggedProviding valid and meaningful feedback to client.Providing solutions to problems that may arise.Meeting service level standards with regards to meeting response times set when responding to client queries.Arranging for clients parcels to be dispatched to them once located.Have a full understanding of the company’s policies and procedures when dealing with clients.Having efficient and effective customer service skills.

Skills MS office Internet & E-Mails Orbit Products (In house track and trace

POD retrieval on Callisto Avion Evolution (Collection and Quote booking system)


May 2007 | October 2008 | Key Account RepresentativeUTi Sun Couriers | CenturionWas promoted to Key Account Representative assisting the company’s top 10 clients with regards to collection requests and resolving queries and reporting on delivery standards for these specific clients.The company’s top 10 clients that were assigned to me were: Postnet Pretoria West-Booking Exam paper distribution and collections for rural area as well as assisting the client when they had queries that needing resolving.Ster Kinekor-arranging collections and distribution of movies to various movie houses country wide and query resolution.Microsoft-Distribution of their products that were dispatched from Germany to South Africa and distribution to their South African clients. Also did reports to the client with regards to delivery standards and query resolution.

Skills MS office Internet & E-Mails Orbit Products (In house track and trace POD retrieval on Callisto Evolution (Collection and Quote booking system)


November 2008 | November 2011 | Quality Assessor/Trainer-Contact CentreUTi Sun Couriers | CenturionResponsible for setting up response templates when agents received requests via e-mail.Writing of training manuals to train new and existing contact centre agents on new processes implemented by new manager.Training of agents on contact centre processes and procedures.Daily monitoring of agents on quality and meaningful feedback to clientsDaily coaching and discussion sessions.Setting up of Quality Assessment scorecards to monitor agents on calls and e-mailsEnsuring that agents met with the standards set in the contact centreHolding workshops to introduce contact centre supervisors on new processes set up.Responsible for the training of the new query system implemented(Query Logger)Assisted with the training of contact centre staff and other department managers and staff on the Query Logger Application.Providing reports to management on a weekly and monthly basis when quality standards were not met.Was responsible for ensuring that telephone systems were tested on a daily basisResponsible for setting up of the telephone recording system for contact centre staff on other department staff member on request from senior management with the assistance from the contact centre manager.Was responsible for supervising of the company’s receptionist.Implemented and set up as a quality assessment scorecard system that would assist in monitoring the switchboard operators with regards to their answering of switchboardAssisted in coordinating the set-up of the customer service e-mail allocation system and assisted in explaining to contact centre supervisors for better understanding of the system.

Skills E-Mail Internet Excel Word Telephony system Electronic Allocation Application (In House) Voice Recording System Monitoring assessment procedures Supervisory skills Coaching and mentoring Reporting Document writing skills


December 2011 | August 2014 | Claims Co-ordinatorUTi Sun Couriers | CenturionSet up of response templates to clients with regards to claims that are submittedTo collate all documentation and present for authorizationTo arrange for the retrieval of salvage for all applicable claims(responsible for setting up a valid salvage collection process)To process claim paymentsTo provide regular and accurate feedback to clients with regards to the status and progress of their claimsTo effectively resolve all claim related queries from clientsRecord keeping of all claims.To deliver exception customer service through prompt resolution of client queries and providing continuous feedbackTo promote cohesion between departments by working together with operations and fiancé during the claims investigation and payment processTo process claims using a structured approach in order to ensure the outstanding level of service excellenceTo fully investigate and vet all claims for validity in order to reduce cost and to protect revenue and to present to management for consideration (approval and declining)Implementing a system to report to management and audit company on incidences, accidents or hi-jackingResolving queries that arise from the auditors based on the claims report that is sent to them on a monthly basisMeeting the required service level agreements set up in the claims department.

Processing claim reconciliations for claims after month end processes are completed by allocating payments that have been made by the audit company and adding the current claims for the month to the report.Preparing payments (credit notes and EFT payments on approved claims)Processing of reversals and refunds based on client requestsProcessing of the various journals on the various claims allocation ledger allocation codes to ensure correct allocations of these journals are processed by the finance department.Meeting monthly deadlines set up by the finance department (Shared Services)Preparing the various liability reports and invoices for liability for the month and submitting for finance manager and department manager for audit purposesPreparing of claims provisions report and submitting to all managers for allocation on PNL reports on a monthly basis and assisting in immediate resolution of queries that may arise from this report.Assisting Key Account managers with monthly reports to submit to their clients based on claims that have been processed for them for the monthProcessing of payments at month end on approved claims (captured on the claims system)Processing cancellation and repudiation on claims on the claims system at month endProviding timeous feedback to clients during the course of the month on the progress of their claimsProviding feedback to clients at month end on the finalization of their claimsResponsible for dispatching of claims that are over R4000.00 to the auditors for audit purposes.Training and supervising new business admin learner on the admin tasks required for the department (ordering process, filing and scanning of claims, maintenance of department copier, ordering of business cardsSet up a new SOP for the business cards process making the understanding of the ordering of the business card much simpler to understand by the learnerTraining and supervising of the new claims co-ordinator on the claims process. The claims co-ordinator will be responsible for the claims process from the start to presenting documents after allocating a claim number for vetting by the supervisor.Responsible for holding weekly follow up sessions with the business admin learner as well as the claims co-ordinator on their progress and giving feedback and providing them with assistance in areas of difficulty. Permanent Employment/ cont.

September 2014 | Current –Admin Supervisor-ClaimsAll the above processes as above and added to that are the following:-Liability

Raising debit notes for clients requesting liability per shipment that exceeds R100 000.00. Raising debit notes for liability cover for contract billing clients. Raising debit notes for Client Specific liability cover (Toyota, Chrysler, etc.). compiling the month premium register and sending to finance for processing. Preparing a report advising of clients for Client Specific liability cover.

Capex

Issuing capex forms to business countrywide on request. Sending completed capex’s for management approval. Sending approved capex’s to requestors after approved/rejected. Sending to finance for processing. Updating the capex report. Responding to capex related queries from requestors and finance. Filing of capex’s for record keeping and audit purposes.

General Office Admin

Ordering of office supplies (Stationery, Water, Groceries, etc.) submitting of supplier invoices to finance for processing. Responding to queries related to supplier invoices. Capturing invoice details on supplier invoice report. Filing for audit and record keeping purposes.

Skills Sup Operations Main Billing Axapta E-Mail Excel Word Internet Query Logger Report writing Genesis Pathfinder Callisto

Temporary Employment

May 1997 | December 1997 | Accounts ClerkAll Biz International

General office admin duties as well as the complete debtors and creditors functions.Debtors: Invoicing

Cheque Deposits Sales Journals Bank Reconciliations WIP Reports

Creditors: Payments Payment Journals Processing cheques for banking

Skills MS Office packages Switchboard PAD Accounting Package Payments Invoicing Billing

Temporary Employment/ cont.

April 1998 | December 1999 | Customer Care ConsultantHollard Insurance – Randburg(evenings and on Week-ends-Part Time)

Client Service Advisor-Insurance Policy InformationProjects: -DSAT

M-Net Competition Paradigm Computers Packard Bell Computers

Skills MS Office packages In house packages

April 1998 | September 1998 | Client Services Advisor-InsuranceLiberty Life-Head Office (Braamfontein)

Client Service Advisor-insuranceProviding policy information to clientsGeneral office administration duties

Skills Liberty Life in house package


May 2000 | December 2000 | Home Loans Concessions ClerkStandard Bank of South Africa –Simmonds Street –(Johannesburg)

Assessing new and existing home loans for rate concessions.Faxing of approved rate concessions to the branches

Assisting with client and branch queriesData CapturingFiling.

Skills Standard Bank In house home loans system MS Offices packages Home loans main frame Windows NT Citrix


October 2002 | April 2005 | Customer Service RepresentativeUTi Sun couriers Division – Centurion

To answer all calls coming into the contact centre within the required service level.To identify clients’ needs and resolve them within a satisfactory time period.To log all collections, stationery requests, sales leads, etc. within the required company standards.To have a good understanding of the Sun couriers Tariffs and User guide and to have the abil ity to provide clients with accurate information with regards to all the services and products offered by the company.To have the ability to liaise with clients on all levels in a professional manner.Establish from clients if goods that are sent are regarded as dangerous and ensure that we comply with the National Road Traffic Act 93 of 1996.Logging of collections on the Sun Couriers internal system with accurate information.Provide clients with quotes, services offered and products available.Maintain above average stats with a good balance of quality and quantity.

Skills MS office Packages Avion IDCL-International computer Driving Course Basic Computers Word Excel Powerpoint Access E-mail and Internet

ReferencesContact Person Organisation Telephone NumberMrs. Karen Marshall Reid UTi Sun Couriers 012 6732000Manager-Contact Centre

Miss Linda Veeran UTi Sun Couriers 0116719500

Manager Contact Centre

Mrs. Marlene Giddey UTi Sun Couriers 010 2480000Manager Contact Centre

Miss Erna Fitchat UTi Sun Couriers 012 6732000Manager Claims Department

Mogie Ramsamy-c.v

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