Summary
Overview
Work History
Education
Skills
Additional Certificates to Enhance Skills
References
Timeline
Generic

Boniswa Nephiphidi

Johannesburg

Summary

Experienced Customer Service Representative skilled in managing complex accounts and delivering exceptional service. Known for proactive communication and effective problem resolution, ensuring customer satisfaction. Strong team collaboration and meticulous attention to detail drive consistent results.

Overview

20
20
years of professional experience

Work History

Freelancer, Digital Marketing

Freelancer
09.2023 - Current
  • Identified needs of customers promptly and efficiently.
  • Organized client meetings to provide project updates.
  • Maintained positive working relationship with fellow staff and management.
  • Collaborated with team members to develop creative ideas for upcoming projects.
  • Implemented strategies to take advantage of new opportunities.
  • Audited company's legal documents to verify compliant policies and procedures.
  • Determined consumer needs to provide products and services appealing to larger market.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Assessed company operations for compliance with safety standards.

Trade Management Unit Specialist-Corporate and Investment Banking

Standard Bank
05.2019 - 09.2023
  • Provided accurate information about products and services to customers.
  • Developed positive relationships with customers through friendly interactions.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries via phone, email, and chat.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Implemented innovative methods for streamlining the customer service process.
  • Resolved customer complaints promptly and efficiently.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.

Client Services and Enablement consultant-Personal and Business Banking

Standard Bank
05.2017 - 05.2019
  • Built sustainable relationships of trust through open communication with customers.
  • Maintained up-to-date knowledge of company products, services, and promotions.
  • Gathered customer feedback to suggest improvements for products and services.
  • Identified opportunities to upsell additional services when appropriate.
  • Ensured compliance with data protection regulations when handling customer information.
  • Resolved customer complaints promptly and professionally.
  • Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
  • Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
  • Ensured compliance with company policies regarding privacy laws and data protection regulations.
  • Answered customer inquiries over the phone and via email.
  • Performed administrative duties such as filing paperwork, maintaining records, updating databases.
  • Provided training support for new hires related to customer service processes and procedures.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Escalated unresolved issues requiring further investigation or specialized expertise.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Provided accurate, valid, and complete information to customers.
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.

Verifications consultant-Personal and Business Banking

Standard Bank
10.2009 - 01.2017
  • Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Coordinated with third-party vendors when necessary for resolving escalated customer issues.
  • Investigated customer complaints regarding product quality or service rendered.
  • Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Identified areas of improvement in existing processes or procedures used for providing support services.
  • Recorded all customer interactions into the database system accurately and completely.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.

New Loans Consultant-home loans

Standard Bank
01.2006 - 01.2009
  • Worked effectively in team environments to make the workplace more productive.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Maintained updated knowledge through continuing education and advanced training.
  • Achieved cost-savings by developing functional solutions to problems.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Updated and maintained databases with current information.
  • Completed day-to-day duties accurately and efficiently.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Education

Some College (No Degree) - Credit Management

Institute of Credit Management
Johannesburg
10-2012

Graduate Certificate - Banking And Finance

Unisa
Johannesburg
01-2007

High School Diploma -

Phefeni Senior Secondary School
Johannesburg
01-2002

Bachelor of Theology - Theological Studies

SATS College
Johannesburg

Skills

  • Interpersonal Skills
  • Ability to work independently in a remote work environment
  • Time management
  • Virtual assistance
  • Effective communication
  • Team building
  • Active listening
  • Multitasking Abilities
  • Team collaboration
  • Problem solving
  • Customer service
  • Client management
  • Multitasking and organization
  • Critical thinking
  • Invoicing and billing
  • Customer support
  • Attention to detail

Additional Certificates to Enhance Skills

Critical Thinking LinkedIn Learning Certificate

Innovative customer service technique, LinkedIn Learning certificate

Making decisions: LinkedIn Learning certificate

Digital marketing: Social Media Manager certificate

Serving at church information desk

References

References available upon request.

Timeline

Freelancer, Digital Marketing

Freelancer
09.2023 - Current

Trade Management Unit Specialist-Corporate and Investment Banking

Standard Bank
05.2019 - 09.2023

Client Services and Enablement consultant-Personal and Business Banking

Standard Bank
05.2017 - 05.2019

Verifications consultant-Personal and Business Banking

Standard Bank
10.2009 - 01.2017

New Loans Consultant-home loans

Standard Bank
01.2006 - 01.2009

Some College (No Degree) - Credit Management

Institute of Credit Management

Graduate Certificate - Banking And Finance

Unisa

High School Diploma -

Phefeni Senior Secondary School

Bachelor of Theology - Theological Studies

SATS College

Similar Profiles

CREATE PROFILE
Boniswa Nephiphidi