Hi, I’m
Bokang Vitalis Leloka
Specialist Cust Service & Host Manager
Sunninghill
Summary
Experienced sales and customer service representative in the financial industry seeking challenging opportunities for growth and advancement. Utilizing experience and skills to maintain and increase drive to better the profession in harmony with organization objectives. Strong focus on team collaboration and achieving results, professional host management leader prepared for this role. Skilled in event coordination, guest relations, and conflict resolution, bringing exceptional communication and organizational abilities to positively contribute to any company or organization. Reliable and adaptable, eager to learn and excel in this position.
Overview
22
years of professional experience
2004
years of post-secondary education
Work History
Absa
CSHM (Specialist Customer Service & Host Manager)
11.2022 - Current
Job overview
- Ensuring thorough client experience and engagements throughout the entire branch visit
- Assisting with reports and ensuring the sales process is maximized with each consultation
- Keeping a motivated team and ensuring all new circulars or procedures are discussed and adhered to
- Imparting knowledge on how to identify sales opportunities and lead generation
- Overcoming conflict and resolving conflict in a fair and respectable manner
Absa Life
Policy-holder Services (Call Center Customer Service Consultant)
05.2018 - 10.2022
Job overview
- Handling client disputes ranging from claims, policy amendments and follow up on any irregularities on client's policies
- Assisting Branch Consultants, Financial Advisors and Estate Late Attorneys with General product Knowledge and procedures: Liaison with other Departments
- Adapting to change, new systems, products or procedures
Absa Life (Kelly Quest HR)
Policy Holder Services (Call Center Customer Service Consultant)
11.2017 - 04.2018
Job overview
- Handling client disputes ranging from claims, policy amendments and follow up on any irregularities on client's policies
- General product Knowledge alike
Accenture-Valorem HR (African Bank)
Tele sales FAIS Supervisor
02.2017 - 09.2017
Job overview
- Selling Personal and consolidation loans for on behalf of African Bank with Credit Life
- Top Tele sales consultant
Merchants/Transunion
Tele sales agent
11.2016 - 02.2017
Job overview
- Selling Credit Report and Score Products for a Credit Bureau to Business and General Public
- Interpreting and educating the credit reports
- Recommendations of how to go about to get cleared/good credit standing
Nestle
Tele sales Agent
06.2014 - 04.2016
Job overview
- Capturing and following up of sales orders telephonically, liaising with field sales agents
- Managing of orders as needed and logging faults on machine problems
- General customer service and queries
- Driver's Call Agent-Ensuring the full Order-To-Cash Process is fulfilled
- Assisting with ensuring deliveries are done timorously and accurately to meet the company's goals with that of the customers
- Compiling and presenting Daily Operational Reports in order to optimize the Supply Chain Process
- Providing support and liaison with field reps, customers and drivers
Hollard
Tele sales Consultant
09.2014 - 01.2015
Job overview
- Financial (Insurance) Sales ranging from legal to hospital to life covers to dread disease covers to the broad lower to middle income groups nationally
DHL
Lead Qualifier (Pre-sales)
02.2014 - 04.2014
Job overview
- Canvassing DHL offered courier services to company decision makers nationally
- Liaising with sales reps in allocated territories
Clientele
Tele sales Consultant
02.2013 - 08.2013
Job overview
- Financial (Insurance) Sales; ranging from legal to hospital to life covers to dread disease covers to the broad lower to middle income groups nationally
Sanlam
Financial Advisor
06.2012 - 07.2012
Job overview
- Advising middle to high income clients on how to best align their financial goals with Sanlam offered financial solutions
NVSC (Sunninghill Branch)
Tele sales agent and trainer/coach
10.2007 - 12.2008
Job overview
- Marketing financial products
- Systems, sales training, coaching and motivation of sales agents
I Choices
Tele sales Consultant
03.2007 - 09.2007
Job overview
- Marketing a Liberty life funeral plan
Response Telemarketing Services (RTS)
Tele sales Consultant
10.2006 - 02.2007
Job overview
- Financial products; Top performer for November, December and January
Okeefe & Swartz
Tele sales Consultant
06.2006 - 10.2006
Job overview
- Marketing Different Life Insurance Products (Only one in my group of 15 to reach and exceed my target in the very first month
- Beating experienced agents)
FX KINETIC
Tele sales Consultant
03.2006 - 05.2006
Job overview
- Marketing a Forex Trading Software to executives
- Only one to make a profit at company
Trimica SA
Tele sales Consultant
06.2005 - 12.2005
Job overview
- Marketing Business Telephone lines in a well saturated market, the UK
- Highlight: 1 of 6 out of 150 experienced agents to reach target on my First month
- (Stage Name Sean)
Dimension Data
Call Centre Consultant (IT Technical Support Consultant)
02.2005 - 05.2005
Job overview
- Assisting by troubleshooting various technical queries presented by America Online Subscribers
- Ensuring the full customer experience is always a pleasant one by resolving matters speedily and accurately
- First call resolution processes followed
Lesco Foods
Technical Assistant
04.2003 - 07.2003
Job overview
- Renovation of milling-machinery
- Ensuring tools and materials are in good working order to get the job done
- Ensuring tools are kept in a safe at the end of each shift
- Measurements and job planning
- Hands on cutting and welding metals
- Design and problem solving
Education
Phalole School
Grade 12/Matric
Damelin College
B Com from Marketing and Business Management
FPI
RE5
Skills
Tele sales
Direct sales
Prospecting
Cold calling
Lead generation
Retentions
Leadership skills
Team-player
Customer services
Communication
Administration
Able to meet deadlines
Able to work under pressure
Lean Six Sigma
Problem solving techniques
Report writing
Advanced Excel
Pivot Tables
Graphs
Statistics
CAD
Computer Aided drawing
Entrepreneurial Skills
Commercial mindset
Objective driven
Self-motivated
Verbal communication
Written communication
Persuasive
Target driven
Interpersonal skills
Research skills
Quantitative research
Qualitative research
Emotional intelligence
Rationalization
Business Strategist
Planning
Organizing
Implementing
Leading
Exceptional communication
Staff training and development
Employee scheduling
Operational efficiency
Team management
Marketing and promotion
Sales promotion
Brand representation
Customer service
Problem-solving
Cash handling
Self motivation
Performance management
Organizational skills
Paperwork management
Project management
Business administration
Regulatory compliance
Bank management
Personal Information
- Date of Birth: 07/27/84
- Gender: Male
- Nationality: South African
- Driving License: Code B
- Marital Status: Single
Key Experience
- FAIS Financial Industry Related policies
- Claims processes, escalations and follow ups to enable business objectives such TCF/ manage expectations. Quotations and onboarding new clients.
- Negotiating with customers and business owners at all levels
- Report writing and presentation skills
- FMCG - DC (Distribution Center/Warehousing): Have a clear understanding of Order to Cash process. Order processing up selling and invoicing. Credit Control and order releases. Dispatch right through to point to point of delivery.
- FICA-Credit Lending procedures and policies
- NCR-Credit Regulation Guidelines
- TCF - Treating Customer Fairly- Ensuring clear understanding of products and procedures and ensuring compliance at all client interactions levels/needs from application to after sales service/claims.
Timeline
CSHM (Specialist Customer Service & Host Manager)
Absa
11.2022 - Current
Policy-holder Services (Call Center Customer Service Consultant)
Absa Life
05.2018 - 10.2022
Policy Holder Services (Call Center Customer Service Consultant)
Absa Life (Kelly Quest HR)
11.2017 - 04.2018
Tele sales FAIS Supervisor
Accenture-Valorem HR (African Bank)
02.2017 - 09.2017
Tele sales agent
Merchants/Transunion
11.2016 - 02.2017
Tele sales Consultant
Hollard
09.2014 - 01.2015
Tele sales Agent
Nestle
06.2014 - 04.2016
Lead Qualifier (Pre-sales)
DHL
02.2014 - 04.2014
Tele sales Consultant
Clientele
02.2013 - 08.2013
Financial Advisor
Sanlam
06.2012 - 07.2012
Tele sales agent and trainer/coach
NVSC (Sunninghill Branch)
10.2007 - 12.2008
Tele sales Consultant
I Choices
03.2007 - 09.2007
Tele sales Consultant
Response Telemarketing Services (RTS)
10.2006 - 02.2007
Tele sales Consultant
Okeefe & Swartz
06.2006 - 10.2006
Tele sales Consultant
FX KINETIC
03.2006 - 05.2006
Tele sales Consultant
Trimica SA
06.2005 - 12.2005
Call Centre Consultant (IT Technical Support Consultant)
Dimension Data
02.2005 - 05.2005
Technical Assistant
Lesco Foods
04.2003 - 07.2003
Damelin College
B Com from Marketing and Business Management
01.2011
FPI
RE5
04.2017
Phalole School
Grade 12/Matric
01.2004