Giovanni Petersen
Customer Service Manager/Growth Manager
Summary
I am a highly motivated and organized individual who excels both independently and as part of a team. Strong communication skills drive business objectives. Over 9 years of experience in the financial industry at FirstRand Group and Hollywood Bets, with diverse roles from specialist to senior management. Successfully led large teams. Background includes customer service, sales, product development, operations, strategy,projects and analytics, shaping a successful career and ensuring success in my next role.
Overview
9
9
years of professional experience
Work History
Customer Service Manager - Deposits
Hollywood Bets
Umhlanga
11.2023 - 09.2024
- Leading and developing team of staff complement of 65
- Ensure daily operations of the department run smoothly
- Monitor call volumes and customer complaints
- Reporting to executives on department performance
- Monitoring time sheets, absenteeism and signing off monthly hours and overtime
- Manage relationships with banks and portals
- Manage promotions and switch on of campaigns
- Manage reconciliations and shortages
- Manage internal relationships for deposits department with Legal, Audits, Product, Projects, IT, Marketing
- Recruitment - ensuring that minimum headcounts are maintained and increase in customer queries are managed ahead of time
- Training and development within departments
- Assist with smooth implementation of new business development/projects
- Work closely with Payroll and HR to ensure that all new take-on and dismissals are actioned timeous
- Strong planning and problem-solving skills
- Sound understanding of various betting types and procedures
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement best possible solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Implemented quality control measures to maintain high standards of service across all touchpoints within organization.
- Creating and managing Standard Operating Procedures
Growth Manager
First National Bank
Johannesburg
12.2022 - 05.2023
- Manage new and existing campaigns
- Lead and develop team
- Manage relationships with Direct Axis contact Centre and FNB Contact Centre (Channels)
- Work hand in hand with Product Houses, Retail sales, BI (Analytics) teams for all campaigns
- Budgets and strategy Formulation
- Responsible for Transact, Un-secured lending and Invest KPI in the Channels
- Monthly Manco reports, Stratco reports, Recruitment (capacity planning), Exco reports and Month end reporting
- Improved customer retention rates by analyzing key performance indicators and optimizing user experience.
- Boosted team productivity through the implementation of effective project management methodologies.
- Drove sales growth by refining lead generation tactics and nurturing long-term client relationships.
- Spearheaded data-driven decision making, integrating analytics tools into daily operations for real-time insights.
- Managed accounts to retain existing relationships and grow share of business.
- Implemented systems and procedures to increase sales.
Sales Specialist C (Acting Manager)
First National Bank
Johannesburg
05.2021 - 11.2022
- Manage Call Centre, Digital and Branch for Mass Affluent
- Manage new campaigns and existing campaigns in Transact
- Manage new projects with Product Houses
- Assist stakeholders across Product Houses
- Grow Portfolio and achieve net revenue
- Coach, assist stakeholders with queries and complaints
- Manage scripts
- Stayed current on industry trends by attending workshops; applying newly acquired knowledge into daily activities.
- Expanded customer base with targeted prospecting and lead generation efforts.
Growth Specialist C
First National Bank
08.2019 - 05.2021
- Implement new campaigns to build on profitability for the business
- Track and analyze campaigns for Personal Loans, Credit Card and Transact
- Manage three Contact Centre (FNB Contact Centre, Lifestyle and Direct Axis)
- Assist stakeholders and all channels with queries
- Present MOM and YOY numbers monthly
- Work hand in hand with Product Houses – Projects, Product teams, Operations, Credit, Sales and Marketing, BI & Analytics and campaigns team
- Recruitment (capacity planning), CEO report, Presentations, Coach Team Leaders and agents on Product
- Generate leads for call Centre and implement scripts and changes to scripts
Complaints Specialist
First National Bank
Johannesburg
11.2017 - 08.2019
- Resolved Hello Peter, CEO desk and Ombudsman complaints
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Reduced repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.
- Conducted root cause analysis of recurrent complaints, developing targeted strategies to prevent future occurrences.
- Maintained up-to-date knowledge of industry regulations and best practices in dispute resolution, applying this expertise to achieve positive outcomes for both customers and the company alike.
Helpdesk Specialist
First National Bank
Johannesburg
04.2015 - 11.2017
- Walked user through series of steps to determine problem and implement likely solution.
- Responded to inquiries by phone, email.
Skills
Sales
Relationship building
Leadership
Collaboration and teamwork
Campaign Management
Stakeholder engagement
Customer Relationship Management (CRM)
Problem-Solving
Staff Management
Call Center Management
Customer Service
Telephone
- 060 547 2184
- 079 053 4530
Personal Information
- Date of Birth: 10/05/1994
- Gender: Male
- Nationality: South African - Coloured
- Driving License: Code 08 (B)
- Marital Status: Single
- Address: Meredale, Johannesburg
Education
Matric (Grade 12)
Regent Business School - Bachelor of Commerce Degree (General) completed
Honours Degree in progress
Msimbi - Mentoring and coaching certificate
MS Office (Word, Excel, PowerPoint, Access), Microsoft Teams
Accomplishments
- Mentoring and Coaching Certificate – Retail Coach - 2022
- Bachelor of Commerce Degree (2021)
- Super Nova Annual winner – 2018 - 2019
- Super Nova Annual winner 2017 – 2018
- Completed FNB Young Talented development program (2014)
- Social Committee member
- Mentoring and Coaching certificate completed – 2019
- Family Tree Innovator (Loans)
- Customer Service Champion Award (presented by FNB Loans CEO)
REFERENCES
Nomphumelelo Mondlane - 084 707 9599
Irving Marshal - 079 034 0399
Monette Smuts - 087 312 9039
Melanie Bosch - 079 296 6668
Timeline
Customer Service Manager - Deposits
Hollywood Bets
11.2023 - 09.2024
Growth Manager
First National Bank
12.2022 - 05.2023
Sales Specialist C (Acting Manager)
First National Bank
05.2021 - 11.2022
Growth Specialist C
First National Bank
08.2019 - 05.2021
Complaints Specialist
First National Bank
11.2017 - 08.2019
Helpdesk Specialist
First National Bank
04.2015 - 11.2017
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SARATH KUMAR CSARATH KUMAR C
<ul><li>Address customer enquiries and complaints with professionalism, achieving a resolution rate of over 95%.</li><li>Process financial transactions including NEFT/RTGS, term deposits, loan disbursals, and gold loans in adherence to bank policies.</li><li>Promote digital banking services to customers, increasing branch efficiency and digital adoption.</li><li>Support clerical operations including data entry, documentation, and record updates in core banking systems.</li><li>Exceeded monthly cross-sell targets while ensuring customer service standards aligned with audit and compliance norms.</li></ul> at IDBI BANK LTD<ul><li>Address customer enquiries and complaints with professionalism, achieving a resolution rate of over 95%.</li><li>Process financial transactions including NEFT/RTGS, term deposits, loan disbursals, and gold loans in adherence to bank policies.</li><li>Promote digital banking services to customers, increasing branch efficiency and digital adoption.</li><li>Support clerical operations including data entry, documentation, and record updates in core banking systems.</li><li>Exceeded monthly cross-sell targets while ensuring customer service standards aligned with audit and compliance norms.</li></ul> at IDBI BANK LTD
KAMALAKANNAN VKAMALAKANNAN V
<ul><li>13 years of Expertise in the field of Banking operations, sales and Relationship Management.</li><li>Maintaining Standard of Performance Score card and being Topper in PAN India level.</li><li>Ensuring world class customer service & resolving complaints as per the specified process within the stipulated TAT.</li><li>Maintaining productivity by acquiring CASA NTB’s, NRI accounts, CASA average value, term deposits, insurance products, assets, Demat & online trading accounts.</li></ul> at Equitas Small Finance Bank Ltd<ul><li>13 years of Expertise in the field of Banking operations, sales and Relationship Management.</li><li>Maintaining Standard of Performance Score card and being Topper in PAN India level.</li><li>Ensuring world class customer service & resolving complaints as per the specified process within the stipulated TAT.</li><li>Maintaining productivity by acquiring CASA NTB’s, NRI accounts, CASA average value, term deposits, insurance products, assets, Demat & online trading accounts.</li></ul> at Equitas Small Finance Bank Ltd