Nonkululeko Mtshali Email and Phone Number

Welcoming clients and visitorsManaging security and telecommunications systemsAnswering calls in a professional manner always and providing clients with efficient quality.Handling queries and complaints via phone, email and general correspondenceTransferring calls as necessary.Attain minimum sales performance standards by active involvement in entire product marketing campaigns, referral programs and sales development activities.Taking and ensuring messages are passed to the appropriate staff member in time.General administrative duties including but not limited to maintenance of registers, administrative files, general filing and archivingKaeser Conformity Assessment processGeneral typing i.e., timesheets, transmittals, minutes of meetings, reports etc.Opening, maintaining and closing of Job files when requiredAssisting in maintaining the administrative workflowSubmission of timesheets on a weekly basisClient liaison and follow ups where requiredMarketing and Customer CareAll such other duties as the Company may from time to time allocate to me.

Maintain and manage well-developed professional knowledge of entire products and services line offered.Ensure that all security protocol is followed when dealing with clients.Answering calls in a professional manner at all times and providing clients with efficient quality.Initiate sales plus cross-sell complete banking services range to present prospective customers.Ensure to demonstrate all sound judgment for decision making complying with set guidelines and methods.Attain minimum sales performance standards by active involvement in entire product marketing campaigns, referral programs and sales development activities.Provide clients with banking information on all platforms and only transfer to specific departments if necessary.Assist clients telephonically with making payments, reversing debit orders, cancelation of lost and stolen cards and ordering them, tracking the status of new cards, activating new cards and effectively dealing with all general banking enquiries.Ensure phone banking activities inclusive of but not restricted to direct mail, telemarketing, cross-selling of bank services and products.Complete temporary loan and overdraft process by closing through working within fairly standardized processes and utilize standard rates as defined by bank.Assist customer satisfaction and retention through successfully researching and resolve customer issues as well as inquiries.Ensure to consistently acquire or exceed sales goals established by management.Perform for sure all duties along with responsibilities complying with set procedures and regulations.

Answer incoming calls from customers to answer enquiriesand questions, handle complaints, troubleshoot problemsand provide information.Answer phones professionallyRespond to customer enquiriesResearch required information using available resourcesHandle and resolve customer complaintsProvide customers with product and service informationIdentify and escalate priority issuesRoute calls to appropriate resourceFollow up customer calls where necessaryProvide excellent customer service with internationalclientsLiaise with team membersProcess and Release tasks to relevant departments

Using a variety of software packages, such as MicrosoftWord, Outlook, Power Point, Excel, Access, etc., toproduce correspondence and documents and maintainpresentations, records, spreadsheets and databases;Capturing information, and sending emails to members ina professional mannerBooking candidates for conferences and conferencefacilitiesAttending meetings, taking minutes and keeping notesInvoicing and generating Pro forma invoices; loading on time and confirming that we have received the paymentAssist with drafting reports and presentations when required by the teamHandle and resolve clients queries within the department in a professional mannerLiaising with staff in other departments and with external contactsIdentify and escalate priority issuesTaking initiative and responsibility in the work placeOrganizing and sending outgoing postLiaising with colleagues and external contacts to book travel and accommodationOrganizing and storing (filing) paperwork, documents and computer-based informationPhotocopying and printing various documents, sometimes on behalf of other colleagues.Sitting at the front desk and taking calls if necessary, ensuring that I sound professional and make appropriate transfers

Responsible for overseeing the performance of a team of inbound call centre agents.Provide leadership, coaching and support to the team.Develop plans and motivation for agents to achieve the call centre targets.Tasked with ensuring that the performance of each individual agent was met to help meet the organisation’s AHT and KPI’s.Being a Special Matter Expert on product knowledge and the various systems used.Handled escalations when necessary, but motivated the team to provide accurate and confident service and information for all calls.Ran reports on a monthly basis for the team’s roster, and performance reviews with Call Centre Managers and Operational Heads for the campaign.Developed agents that had potential to grow within the organisation.Liaise with team members in a professional manner.Managed leave approvals and administration for payroll information.Processed coaching with agents that struggled to adhere company policies