Summary
Overview
Work History
Education
Skills
Awards
Certification
Interests
Timeline
Generic
Charmaine Lebogang Kgetsi

Charmaine Lebogang Kgetsi

Administrator
Soweto

Summary

Experienced in complaint coordination and consulting, with a proven track record of enhancing existing brands and successfully launching new products. Possesses a keen eye for detail and a strong understanding of consumer needs, consistently delivering results that exceed expectations. Expertise lies in identifying areas for improvement, developing strategic plans, and implementing effective solutions to drive business growth. Exceptional communication skills and ability to build strong relationships have led to successful collaboration with cross-functional teams in achieving organizational objectives. Seeking new opportunities to leverage skills and contribute to the success of a dynamic company.

Overview

22
22
years of professional experience
2
2
Certifications

Work History

Complain Coordinator

First National Bank
Johannesburg
01.2012 - Current
  • Ensuring the quality and service provided by the department and individual is of world class standard
  • Ensures that SLA's (service Level Agreements) are met at all times
  • Identifying and monitoring of all service failures
  • Advice of corrective and preventative measures of service failures
  • Effectively creating healthy relationships with line leaders for service improvement
  • Assisted with complaint gap analyses and risk assessments.
  • Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
  • Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
  • Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
  • Provided detailed reports on complaint statistics, identifying areas for improvement and recommending corrective actions.
  • Evaluated existing procedures periodically to identify potential areas of improvement in the overall handling of customer complaints.
  • Streamlined complaint processes for increased efficiency and quicker resolution times.
  • Liaised with external stakeholders such as regulatory agencies when necessary, demonstrating transparency and professionalism during investigations.
  • Enhanced customer satisfaction by diligently addressing and resolving complaints in a timely manner.
  • Reduced repeat complaints by implementing preventative measures based on trends analysis.

Call Center Credit and Upgrade Assessor

First National Bank
Johannesburg
01.2005 - 01.2012
  • Managing call center (second in charge)
  • Referrals of difficult customers and feedback
  • Making final decision on increasing or declining applications
  • Detecting frauds and leasing with the fraud department
  • Increasing credit card limits or adjusting
  • Daily running of a call center
  • Collaborated with adjusters and property managers and owner to generate new leads.

Data capturer

01.2005 - 09.2005
  • CRM systems with corporate and owner information enter data from bank statements into a CRM system, capturing merchant revenue accurately and completely capturing gross turnover from bank statements
  • Recording the quantity of overdue debts and overdraft shown on bank statements rentals payments collected and shown on bank statements
  • IR function reports and schedule their due dates

Sales and marketing consultant

01.2003 - 01.2004
  • Enhancing existing brands and launching new products
  • Discussing expectations and goals of a project, event, or campaign with clients or employers
  • Functions and responsibilities associated with general administration
  • Establishing budgets and allocating funds in collaboration with clients or employers, finance teams, and other team members
  • Making sure the project is delivered on time and on budget by managing deadlines and progress across the team
  • Provide support in the preparation of
  • Performing budget analysis, creating yearly budget plans, planning out expanses, and ensuring that the sales force achieves its targets, putting new marketing and sales strategies into action
  • Keeping in touch with key clients through routine visits, comprehension of their requirements, and foresight of new marketing possibilities
  • Collecting, analyzing, and summarizing market information and trends in order to create reports
  • For the purpose of achieving the company's marketing objectives, market research, marketing possibilities and plans, customer comprehension, market trends, and system suggestions are made

Education

High School Diploma -

St Endas High School
Johannesburg
12.2002 - 12.2002

Credit and Risk Management - Finance

Culhane Consulting
Johannesburg
02.2013 - 11.2013

Bachelor of Arts - Psychology

UNISA
PRETORIA
04.2001 -

Skills

Awards

  • Best Top performer call center, 2007
  • Best performer escalation, 2019
  • FNB card Innovation finalist - talk show (No limits)
  • FNB Volunteers, 2012 - Present

Certification

Credit and Risk Management

Interests

Volunteers Coordinator

Timeline

FAIS

04-2015

Credit and Risk Management

03-2013

Credit and Risk Management - Finance

Culhane Consulting
02.2013 - 11.2013

Complain Coordinator

First National Bank
01.2012 - Current

Call Center Credit and Upgrade Assessor

First National Bank
01.2005 - 01.2012

Data capturer

01.2005 - 09.2005

Sales and marketing consultant

01.2003 - 01.2004

High School Diploma -

St Endas High School
12.2002 - 12.2002

Bachelor of Arts - Psychology

UNISA
04.2001 -

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Charmaine Lebogang KgetsiAdministrator