Microsoft Excel
Antoinette Nortje
Customer Service Clerk
Johannesburg
Summary
Dynamic Customer Service Clerk with a strong background in retail, reception, and administrative functions. Holds Advanced Diplomas and Certificates in Business Management and Banking from reputable institutions, reflecting a commitment to professional growth. Recognized for exceptional communication skills, adept problem-solving abilities, and a collaborative spirit that enhances team performance. Proven track record of delivering outstanding customer experiences while efficiently managing diverse responsibilities.
Overview
34
34
years of professional experience
1
1
Language
Work History
Customer service clerk
ABSA
03.2000 - 09.2025
- Delivered exceptional service in a high-volume banking environment.
- Managed cash handling and transaction processes with strong attention to risk management.
- Utilized CRM systems and Salesforce for complaint resolution and customer tracking.
- Trained and mentored junior staff, contributing to their career advancement.
- Achieved stable customer satisfaction and digital registration targets.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Balanced multiple tasks simultaneously while maintaining composure under pressure during peak hours or challenging situations.
- Managed a high volume of calls and emails, ensuring timely responses and accurate information.
- Maintained up-to-date knowledge of company policies, procedures, and products to better serve customers.
- Contributed to a positive work environment through effective communication and teamwork among colleagues.
- Educated customers on best-fit selections by listening to personal desires and purchase limitations.
- Assisted in training new customer service clerks, sharing best practices and providing guidance as needed.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Receptionist/Admin
Emmanuel's personnel agency
08.1998 - 02.2000
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered central telephone system and directed calls accordingly.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Tracked important information in Microsoft Excel and Word spreadsheets and ran reports or generated graphs using data.
Retail Worker
Joshua Doore
02.1992 - 07.1997
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Maintained a clean and organized sales floor, enhancing the overall shopping experience for customers.
- Demonstrated strong communication skills when collaborating with fellow employees or assisting customers with inquiries or concerns.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Improved overall efficiency through proactive restocking of product shelves during low-traffic periods.
- Participated in regular inventory counts, allowing for accurate record-keeping and better decision-making regarding merchandise ordering.
- Managed returns and exchanges process smoothly, maintaining high levels of customer satisfaction even during difficult situations.
Education
Advanced Diploma - Business Management
MANCOSA
Johannesburg, South Africa10-2023
Advanced certificate - Banking Service Advise
Milpark Business School
Johannesburg, South Africa03-2021
National Certificate - Banking Service Advise
Milpark Business School
Johannesburg, South Africa01.2013
Skills
Customer engagement
Effective communication
Sales and merchandising experience
Customer complaint resolution
Comprehensive understanding of products
Data retention management
Account information maintenance
Excel proficiency
Effective problem resolution
Prioritization and scheduling
Customer complaint management
Cross-functional collaboration
Accomplishments
- Customer Satisfaction:
Improved Customer satisfaction ratings by 96% based on Performance Development review at ABSA (Feb/March 2025).
- Digital Registrations:
Exceeded digital registrations with over 100% achievement, contributing to increased NII revenue.
- Complaint Resolution:
Utilized Salesforce to resolve customer complaints within 3 days, achieving 100% case summary resolution rate.
- Cash Handling and Risk Management:
Conducted weekly bundle checks and monthly cash counts to mitigate risk.
- Training and Mentoring:
Trained colleagues who progressed to senior roles, including junior consultants and sales consultants.
Additional Information
- Customer Service
- Leadership
- Team Management
- Communication
- Problem-Solving
- Cash Handling
- KYC/AML Compliance
- CRM Systems
- Banking Operations
Software
Microsoft Word
Microsoft Outlook E-mail
Salesforce
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer service clerk
ABSA
03.2000 - 09.2025
Receptionist/Admin
Emmanuel's personnel agency
08.1998 - 02.2000
Retail Worker
Joshua Doore
02.1992 - 07.1997
Advanced Diploma - Business Management
MANCOSA
Advanced certificate - Banking Service Advise
Milpark Business School
National Certificate - Banking Service Advise
Milpark Business School