Garry Ndlovu Email & Phone Number

Johannesburg Metropolitan Area

As a Complaints Resolution Officer I am responsible for handling customer complaints in a professional and timely manner. This includes:Analyzing customer complaints to identify the root cause of the issueDeveloping and implementing a strategy to resolve the issueCommunicating with customers to keep them updated on the status of their complaintDocumenting all complaints and resolutionsThe Complaints Resolution Officer must have excellent communication, problem-solving, and interpersonal skills. They must be able to remain calm and professional in demanding situations.ResponsibilitiesAnalyze customer complaints to identify the root cause of the issueDevelop and implement a strategy to resolve the issueCommunicate with customers to keep them updated on the status of their complaintDocument all complaints and resolutionsQualifications2+ years of experience in customer service or a related fieldExcellent communication, problem-solving, and interpersonal skillsAbility to remain calm and professional in difficult situations

Johannesburg Area, South Africa

As the Team Lead Manager, it was my responsibility to lead and manage a team of customer service representatives. I was responsible for ensuring that the team meets all customer service goals and objectives, as well as providing guidance and support to team members. And was responsible for developing and implementing new processes and procedures to improve customer service.Responsibilities:Lead and manage a team of customer service representativesEnsure that the team meets all customer service goals and objectivesProvide guidance and support to team membersDevelop and implement new processes and procedures to improve customer serviceMonitor and analyze customer service data to identify trends and areas for improvementCommunicate with customers to resolve issues and complaintsRepresent the department at meetings and eventsStay up-to-date on industry trends and best practices

South Africa

assist client with homeowners cover, funerals, retrangment, Personal lines, Vvaps claims

Johannesburg Area, South Africa

I was responsible for the end-to-end management of a team of call center agents, including planning, operations, and performance management. responsible for driving sales and service delivery, and for ensuring that the team meets all operational objectives.Key Responsibilities:Manage the end-to-end people processes to acquire, develop, and retain the right caliber of staff to ensure delivery against targets.Manage and lead call center agents to enable them to achieve their deliverables in line with Nedbank strategy.Plan and operational manage the assigned teams to maximize output and achievement of business objectives.Manage the Transactional Account Management Desk (20 staff).Manage the Small Balances Desk (15 staff).Capacity planning.Maintain the Business Continuity Plan throughout the assigned business area by engaging business associations; telephonically or face to face.Identify substandard performance by direct reporting staff and take necessary corrective action.Drive sales capability and service delivery.Influence the enhancement of business processes and methodologies by researching and recommending improvement initiatives and effective ways to operate and add value to Nedbank and supporting the implementation of processes.Accountability for the achievement of operational objectives within areas of control.Follow through to ensure that quality and productivity standards are consistently and accurately maintained.Forecast upcoming campaign outputs.Monitoring of Service Level Agreements daily.Compiling reports (e.g. Monthly target report).MIS Reporting and analysis.Coach, mentor and develop staff memberMitigate risk (FAIS, FICA, POPI acts) and optimize operational (staff up skilling) effectiveness.FAIS Supervision for FAIS affected staff.Employee relations procedures – HR issues.Providing direction and leading team towards reaching their KPI’S.Strategy planning month on month.Ensure stakeholder targets are achieved month on month.

Johannesburg Area, South Africa

• Overdrafts increases and new limits• Provide Credit Analyst with completed documentation• Tailor client service level and product requirement according to needs analysis• Perform client administration (incl collecting all relevant client information such as FICA, ensuring client information database is updated)• Converting clients from secondary to ensuring they are made primary clients• Transactional Account restructuring and product placement• Sales of correct products and value adds of Nedbank• Overdraft Insurance• To proactively retain existing clients through providing a consistent client experience and value add client propositions• Cross skilled on transactional products involved in certain tracing methods to try improving the CIS database of clients• Minimize client queries and providing clients with product knowledge.• FAIS Category 1.3 – Long Term Assurance Experience• FAIS Category 1.18 – Short Term Deposits Experience (6 Months deposits led than 12 months)• Client acquisition and retention of existing client base

Johannesburg Area, South Africa

• Servicing and handling of higher level and specialist telephonic queries• Call clients to sell transitional products • Receive calls from client that are interested in credit cards• All Nedbank Retail Transactional Products servicing and query fulfilment• Providing information to clients on company's products (cross selling)• Experience gained in all Nedbank systems and processes pertaining to Nedbank Transactional and Investment Products.• Provide product advise to our clients• Transactional Banking – global and electronic banking

Johannesburg Area, South Africa

Project Management Diploma, Business, Management, Marketing, And Related Support Services

Regularity Examination

Matric, Enlish,Isizulu, Biology, Mathematics, Geography And Physical Science

Education record