Letlhogonolo Silas Sello

Stand-in Manager (Team Leader)

MultiChoice Pty Ltd

• Led day-to-day operations and met service delivery targets for a team of 13.
• Managed Freshdesk queues to maximise productivity and meet SLAs.
• Reviewed, validated and authorised invoices for payment.
• Prepared monthly Profit and Loss reports and operational, revenue and performance reports for management.
• Handled installer escalations and customer complaints through to resolution.

• Team and work allocation
• Escalation management
• Data visualisation
• Root cause analysis

Technical Validation

MultiChoice Pty Ltd

• Ran internal and external fraud and risk investigations.
• Validated technical claims and authorised claim payments.
• Executed system testing and escalated defects to technical teams.
• Produced technical data analysis and operational reports.
• Found revenue leakage and recommended better operational controls.

Systems: VMS, CSDB, SQL, SAP ERP, Excel, Jira, Freshdesk

• Fraud investigation
• Risk management
• Data analysis
• System testing
• Quality assurance
• SQL

Payment Administration

MultiChoice Pty Ltd

• Processed and validated payments for DStv installations, fibre, distributors and insurance claims.
• Reconciled invoices and payment records, and processed SAP payment journals.
• Prepared daily payment reports for distributors.
• Investigated payment discrepancies and resolved queries within SLAs.

Systems: VMS, CSDB, SQL, SAP ERP, Excel

• Payment validation
• Invoice reconciliation
• Accounts payable
• Financial reporting

Debtors Collection

TS Legal Services

• Managed debtor accounts, negotiated payment arrangements and reconciled customer accounts.
• Resolved account queries and escalated unresolved cases.
• Inbound and outbound customer services.

• Customer Care
• Collections
• Negotiation
• Account reconciliation
• Query resolution