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Overview
Work History
Education
Skills
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Hi, I’m

Bongiwe Nkosi

Bid -Coordinator
Bongiwe Nkosi

Summary

Passionate and results-driven professional seeking a dynamic role where creativity, strategic thinking, and a proven track record of exceeding goals can contribute to a high-impact team, driving innovation and success. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

16
years of professional experience
1
year of post-secondary education

Work History

Absa

Customer Service Representative
03.2008 - 01.2010

Job overview

  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintain financial accounts by processing customer adjustments
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Responded to customer requests for products, services, and company information.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with minimal wait times.
  • Generate sales leads
  • Identify and assess customers' needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts, and file documents
  • Follow communication procedures, guidelines, and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail, or social media
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Cancel or upgrade accounts
  • Assist with placement of orders, refunds, or exchanges.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Telkom

Call Center Agent
06.2010 - 11.2011

Job overview

  • Answer incoming calls and respond to customer's emails
  • Manage and resolve customer complaints
  • Sell products and place customer orders in the computer system
  • Identify and escalate issues to supervisors
  • Provide product and service information to customers
  • Research required information using available resources
  • Research, identify, and resolve customer complaints using applicable software
  • Process orders, forms, and applications
  • Route calls to appropriate resources
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the management team of trends in customer calls
  • Follow up customer calls where necessary
  • Upsell products and services
  • Complete call logs and reports
  • Other duties as assigned.
  • Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
  • Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
  • Delivered constructive suggestions to supervisor for improving outbound sales development processes.
  • Discovered qualified prospects within target markets to drive new sales opportunities.
  • Executed outbound [Type] calls and converted [Number]% of calls into sales.
  • Met established attendance expectations and team revenue goals to achieve company objectives.
  • Inputted new customer information into [Type] database to create account for sales opportunities.
  • Made average of [Number] outbound and inbound calls per day.
  • Observed and learned changing customer requirements and adapted sales strategies as needed.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.
  • Opened new accounts and documented personal, demographic, and payment information in system.
  • Asked relevant questions to assist customers with selecting needed or requested products and services.

Transnet

Train Controller
11.2011 - 12.2020

Job overview

  • Ensure safe and efficient movement of trains during normal and abnormal operations by implementing contingency plans and fallback procedures during system and condition assessment equipment failures in order to minimize delays
  • Execute Integrated Train Plan (ITP) in area of control as prescribed in the Scheduled Railway business rules
  • Co-ordinate and monitor rail infrastructure maintenance related network occupations granted for repairs on rail tracks, signaling, overhead equipment, etc
  • Accountable for the speedily activation of relevant staff as per the contingency plan to deal with all incidents and occurrences that may impact the train service in area of control
  • Ensure that all staff inclusive of Contractors working in his/her area of control abide by laid down procedures through clear and effective communication amongst all role players
  • Obtain, co-ordinate, complete and record on-going system management information for reference purposes
  • Responsible for the application of train working rules and safety standards during the execution of the train service plan and incidents/accidents situations on the infrastructure
  • Ensure timely event reporting and provide updates in area of responsibility.

Thenga Holdings

Bid Coordinator
01.2021 - Current

Job overview

  • Manage day-to-day bid process activities from document receipt to submission of bid
  • Develop & manage the bid process plan towards effectively responding to RFIs, RFQs & RFPs
  • Analyze tender documents to ensure all necessary mandatory information is included
  • Research potential clients to develop targeted proposals that meet the client's needs & aspirations
  • Facilitate the writing of comprehensive responses to RFIs, RFQs & RFPs to produce market leading proposals and client presentations
  • Engage with various stakeholders and levels of management in ensuring that proposals are reflective of the business & individual Client's needs
  • Liaise with support services such as Finance, People Management, Supply Chain, to ensure integrity of information required for bid proposals
  • Ensure quality of bid documents in accordance with Bidvest Facilities Management & best practice quality standards
  • Ensure that bid documents are complete within the stipulated timeframes and deadlines
  • Implement & maintain a controlled access storage for data & bid information for ease of use by internal stakeholders
  • Responsible for effective communication between the client & company throughout the bid process
  • Coordinate client site visits when necessary on behalf of Sales team
  • Conduct whiteboard updates - Consistent tracking of prospect bids & proposals submitted with business development team
  • Coordinate the application process for registration with clients/vendor and database registrations
  • Handling of drafts & finalized bid documentation to the Sales team including Chief Sales & Marketing Officer, for review prior to submission
  • Tracking of tender/RFQ process and exact record keeping of strategic dates and information to be provided/presented
  • Provide weekly/monthly reports on pipeline bids (current & potential)
  • Must be willing to work under immense pressure with many large projects running simultaneously
  • Provide administrative support from time to time on mobilization and demobilization projects
  • This would typically include updating SharePoint folders, minute taking, coordination of site visits, and site commissioning and decommissioning.

Education

empangeni high school

matric
01.2005 - 12.2005

University Overview

Skills

Initiative/Proactivityundefined
Availability
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Bid Coordinator
Thenga Holdings
01.2021 - Current
Train Controller
Transnet
11.2011 - 12.2020
Call Center Agent
Telkom
06.2010 - 11.2011
Customer Service Representative
Absa
03.2008 - 01.2010
empangeni high school
matric
01.2005 - 12.2005

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Bongiwe NkosiBid -Coordinator