Ellen Williams

• Made 45 per day calls to inform clients about available value-added products and their benefits.
• Adjusted messaging to suit the specific needs and qualifications of each client.
• Smoothly transferred clients to third-party representatives, ensuring a seamless handoff.
• Met or exceeded performance metrics, including call volume and client engagement.
• Completed and submitted all required documentation and reports on time.
• Answered client questions about car finance and resolved issues effectively.
• Monitored and addressed client feedback to maintain high satisfaction levels.
• Reviewed call recordings to ensure compliance with company standards and to identify areas for improvement.
• Offered insights and recommendations based on client interactions to enhance overall service efficiency and effectiveness.
• Maintained and entered detailed information into client management systems to ensure accurate records and facilitate follow-up actions.

Call Centre Agent

• Contacted clients to update their information and offered business resources tailored to their job title.
• Successfully turned client interest into sales opportunities through persuasive and effective communication.
• Ensured client comfort and delivered excellent customer service by consistently being approachable and courteous.
• Achieved and surpassed daily, weekly, and monthly goals through focus, professionalism, and a positive attitude.
• Utilized strong communication skills and continuous learning to excel in the role and address client needs effectively.
• Managed and resolved client inquiries efficiently, addressing any questions or concerns promptly to ensure satisfaction.
• Recorded and tracked client interactions accurately, maintaining detailed records to monitor progress and improve service.
• Provided feedback on client needs and market trends, sharing insights to help refine business strategies and resource offerings.
• Participated in ongoing training and development, engaging in regular sessions to stay updated on best practices, product knowledge, and industry trends.

QA Agent

• Identified inefficiencies by monitoring performance metrics in real time.
• Carried out day-to-day duties accurately and efficiently.
• Supported team by demonstrating respect and willingness to help.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Promoted transparency and open communication encouraging feedback from all team members regarding operational challenges and suggestions for improvements.
• Led team training sessions for improved performance and understanding of quality standards.
• Managed team tasks, provided training on quality assurance processes and procedures.
• Created detailed reports regarding inspection outcomes, shared findings with senior management regularly.
• Monitored incoming and outgoing call quality, implementing additional staff training as needed to uphold quality standards.
• Maintained high call quality standards for superior client experience.

Team Leader

• Work with a team of 10 - 14 agents
• Developed strategies for improved performance level across the team.
• Increased team cohesion by implementing regular feedback sessions.
• Fostered a high-performing environment to drive productivity and quality.
• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Coached team members through new or difficult workflows.
• Reported on team performance to higher leadership, proactively offering action for areas of improvement.
• Conducted regular performance reviews to identify areas of improvement for each team member.
• Encouraged open communication, fostering a positive work culture.
• Implemented effective sales techniques leading to better conversion rates.
• Conducted regular performance reviews for continuous employee development.
• Improved team morale by implementing weekly meetings and goal-setting sessions.
• Organised sales training courses, resulting in improved team performance.

• Worked as a sales consultant at Absa Student Bureau, assisting students with opening student bank accounts and obtaining student credit cards.
• Considered each successful transaction as a sale, contributing to overall sales performance.
• Achieved top team performance through dedication, focus, and commitment to goals.
• Utilized patience and effective communication to work with students and address their needs.
• Prioritized active listening to understand and meet student requirements effectively.
• Gained experience in punctuality, focus, consistency, and ensuring high client satisfaction.
• Provided personalized financial advice to students, offering tailored guidance on financial products and services based on individual student needs.
• Managed and followed up on client applications, overseeing the progress of student account and credit card applications to ensure timely processing and resolution of any issues.
• Educated students on banking services and features, explaining the benefits and functionalities of various banking products to help students make informed decisions.
• Maintained up-to-date knowledge of banking regulations and products, staying informed about current financial regulations and product offerings to provide accurate and relevant information to students.