Dadirai Monica Muhlanga
Agent Sales Support Supervisor
Cape Town
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
7
7
Certifications
Work History
Agent Support Specialist
Mukuru Africa
Cape Town
05.2017 - Current
- Developed and maintained relationships with field agents through networking.
- Managed contracts, negotiations and all aspects of agents sales to finalize sales and exceed customer expectations.
- Resolve agent's issues received via email, Zendesk, Asana Management tools, Cardshark, Rock Soft, Whatsapp,and Xcally live chat.
- Communicated with agents to understand customers needs and preferences.
- Liaised between Regional supervisors and field agents to provide positive experiences for both parties.
- To provide accurate information to resolve customer queries effectively and efficiently.
- To drive sales through digital platforms.
- To action KYC registrations accurately Ensure all details are checked and accurately captured .
- To provide support and assistance to the consultant Agents by resolving queries timeously .
- To be responsible for taking comings calls from Agents Consultants all over the country and assisting them in resolving queries and issues .
- To provide support and guidance to the agent Consultants.
- To provide the relevant information and assistance to ensure new clients create accounts .
- To provide support and guidance to the agent Consultants
OUTBOUND SALES AND SUPPORT CONSULTANT
Mukuru
Cape Town
03.2017 - 05.2017
- To respond to all customers timeously and professionally.
- Help and resolve customer queries within SLA resolution time frames
- To action all requests on behalf of the customer on all relevant system.
- • Ensure security measures are in place for new contacts/recipients on all orders To ensure communication etiquette is adhered to in accordance with quality assurance standards.
- Empower customers by promoting and explaining self-help channels for future requests/services.
- Communication cadence rules on escalated/followup queries with customers are followed/ adhered to in accordance with quality assurance standards.
- To promote new and additional products to customers in all corridors.
- To uphold the company brand.
- Always provide professional customer service and give information based on the training received.
- Maintain knowledge of all company products .
- To manage own professional and self-development .
INBOUND SALES AND SUPPORT CONSULTANT
Mukuru
Cape Town
10.2014 - 03.2017
- To assist customers who call the Mukuru contact center • Manage own system by prioritizing calls .
- Accurately create tickets on the zendesk for queries that must be escalated .
- call back customers who have requested call-backs • Identify the customer’s needs and either create an order or capture a ticket on the zendesk.
- Ensure all information is accurately captured onto the system
- To create orders on the system on behalf of the customers
- To coordinate meetings for new account creation
- Provide the new customer with all relevant information about the card and what is required to open an account .
- To assist new customers from the UK in creating accounts .
- To promote new and additional products to customers .
Education
Bachelor of Science - Informatics
University of South Africa
Cape Town, South Africa 01.2018 - Current
High School Diploma -
University of South Africa
Cape Town, South Africa 01.2016 - 12.2017
Skills
Comparative market analysis
undefinedCertification
Certified Anti-Money Laundering Specialist (CAMLS)
Accomplishments
- Won the 2018 Best Agent Sales Support Award.
Timeline
What is Business Analysis What is Business Analysis
08-2021
Product Analytics Certification (PAC)™ Product Analytics Certification (PAC)
07-2021
Cert Prep: Agile Analysis (IIBA®-AAC) Cert Prep: Agile Analysis (IIBA®-AAC)
06-2021
Higher certificate in Economic Management sciences Higher certificate in Economic Management sciences
01-2021
Agile Business Analysis: Getting / Writing lean Requirements Agile Business Analysis: Getting / Writing lean Requirements
01-2021
AWS Certified Cloud Practitioner - Essentials Course-2020 AWS Certified Cloud Practitioner - Essentials Course2020
08-2020
Certified Anti-Money Laundering Specialist (CAMLS)
09-2019
Bachelor of Science - Informatics
University of South Africa
01.2018 - Current
Agent Support Specialist
Mukuru Africa
05.2017 - Current
OUTBOUND SALES AND SUPPORT CONSULTANT
Mukuru
03.2017 - 05.2017
High School Diploma -
University of South Africa
01.2016 - 12.2017
INBOUND SALES AND SUPPORT CONSULTANT
Mukuru
10.2014 - 03.2017
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