Volunteers Coordinator
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
Project Management
Budget Management
Client Relationship Management
Market Research
Data Analysis
Strategic Planning
Reporting
Complaint handling
Follow-up skills
Assertiveness
Microsoft office
Teamwork
Call center experience
Teamwork and collaboration
Problem-solving skills
Computer skills
Customer service
Customer service excellence
Time management
Problem-solving abilities
Multitasking
Calm and professional under pressure
Multitasking Abilities
Excellent communication
Complaint resolution
Customer relations
Decision-making
Self motivation
Product knowledge
Problem resolution
Time management abilities
Adaptability and flexibility
Verbal and written communication
Feedback collection
Effective communication
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
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 -