CRM
Aphelele Maphumulo
Premium Banking Consultant
Durban
Summary
Successful at excelling in fast-paced, competitive banking environments. Good sales and customer service abilities paired with in-depth knowledge of bank products and services. Proficient in updating accounts, processing transactions and coordinating records. Experienced banking professional with superior attention to detail and highly ethical nature. Dedicated to maintaining optimal security and customer satisfaction while meeting ambitious sales targets. Well-versed in industry regulations and asset protection strategies. Skilled at helping customers and business accounts to meet financial needs by developing customized product and service solutions. Well-versed in solving routine and complex financial problems. Good communication, multitasking and conflict resolution skills.
Overview
10
10
years of professional experience
Work History
Premium Consultant
Nedbank
Durban, South Africa
04.2024 - Current
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Managed client relationships through regular check-ins and updates on project progress.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
Customer Banking Consultant
Nedbank
Durban, South Africa
12.2021 - Current
- Adhere to the daily schedule to ensure that targets are met by following the work plan
- Follow Nedbank processes and values such as honesty; integrity; accountability; respect and pushing beyond boundaries when answering calls and when dealing with internal and external relations
- Escalate all unresolved queries to senior management by logging the case on the system
- Answer 90% of all calls within 60 seconds (90/60) as per Service level Agreements (SLA) Generate lead targets required on a month-to-month basis by offering products to the clients
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g., staff surveys etc.)
- Participate and support corporate social responsibility initiatives for the achievement of key business strategies
- Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems
- Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
- Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced, and certifications obtained and/or maintained within specified time frames
- Give continuous feedback to management and the back office and ensure that stakeholders are also updated through communication of information required by the different stakeholders.
Team leader
Aegis (Telkom)
3 2019 - 3 2020
- Marking the attendance register
- (Monitoring and controlling absenteeism and punctuality)
- Following process and discipline when necessary
- Listening, assessing, and capturing calls / Chats or Emails for all agents in my team, coach on areas of development
- (Quality) Doing performance discussions and ways to improve on this
- (KPI discussions) Capturing overtime and making sure shift allowance hours are correct before the document is sent to payroll
- Monitoring daily performance of the team ensuring optimal productivity
- Taking escalation calls or queries ensuring that queries are sorted out
- Escalate further if necessary
- Approving / declining leave when necessary
- Monitoring and being visible on the floor to support my staff should they require any assistance
- Ensuring that systems are working correctly and that the department runs smoothly
- Conducting interviews for new recruits Involved in the discipline of my agents again ensuring that all company requirements are met
- Compiling and presenting reports to higher management regarding my teams' performance.
Business Senior Associate 2IC
WNS (Telkom)
Durban, South Africa
05.2017 - 02.2019
- Responsible for managing a team of 15 contact centre agents
- Coaches the team to ensure quality of delivery meets the appropriate standard
- Measures and manages the team to ensure out-of-line situations are immediately addressed
- Communicates information in a timely, accurate and understood manner to all team members
- Ensure that all Human Resources policies and procedures are observed
- Conduct team briefs as scheduled by the work force management team and in line with the weekly focus agenda set by the Operations Managers
- Ensure regular feedback is given to Agents with regards to action plans that have been set
- Ensure all relevant business communications are communicated to the team as and when required
- Sign off Agent's timesheets on a weekly basis
- Track and accurately update operational performance files for Agents on a weekly basis
- Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
- Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
- Drive teams' performance on systems and all metrics in accordance with the contractual obligation
- Coaching of agents when found defaulting, implementing actions plans to improve defaults
- Walking the call centre floor and monitoring agents
- Compiling and sending reports as required by the business for relevant updates.
Customer Care Consultant
Merchants
04.2014 - 04.2017
- Deliver exceptional customer care
- Liaising with clients
- Resolving client queries
- Typing information
- Time keeping
- Motivate Team
- Team leaders' assistance
- Adhere to turn around time to ensure customer satisfaction and good customer experience.
Education
NQF4 - Banking And Financial Support Services
Chartall
Durban 04.2001 -
Skills
Bank Sales
Software
D365
Ms Teams (Word, excel and Powerpoint)
NTE/LSI
BP (Banking Platform)
CBS/SMAP
Languages
English, IsiZulu and IsiXhosa
Educationaldata
2009-2014, Scottburgh High School, Durban (KZN), IsiZulu, English, Computer Application Technology, Mathematics, Consumer studies, Geography
Personal Information
- ID Number: 9508020129089
- Nationality: South African
- Marital Status: Single
Timeline
Premium Consultant
Nedbank
04.2024 - Current
Customer Banking Consultant
Nedbank
12.2021 - Current
Business Senior Associate 2IC
WNS (Telkom)
05.2017 - 02.2019
Customer Care Consultant
Merchants
04.2014 - 04.2017
NQF4 - Banking And Financial Support Services
Chartall
04.2001 -
Team leader
Aegis (Telkom)
3 2019 - 3 2020
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