Glenda Mzazela

Career developments include:

BSC Team leader program for a duration of 6 months started on the 17/08/2021 to 30/01/2022 also have acting 2IC experience of 2-3 years.

• Providing optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Developed effective improvement plans that aligned with the goals and specifications of the department.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Take charge when the Team leader is absent or unavailable,ensuring continuity and stability within the team and driving effective performance.
• Providing support in decision making of the team,planning and execution of tasks or projects.
• Supporting my peers to enhance their skills and performance.

• Respond to and satisfy new and existing client queries and needs in respect of new loans, accounts and general queries e.g. Pay dates, financial difficulties.
• Responsible for resolving all client queries/complaints pro-actively by providing an update on the query status within 24 hours.
• Adhere to all departmental processes and procedures in sales activities and decisions.
• To identify opportunities for improvement and/or solutions to optimize efficiencies.

Cross skilled agent

Start date 08/06/2020 - 01/08/2022

Experience

• Execute and maximize inbound (requesting services or products) and outbound (telemarketing) sales opportunities as scheduled and achieve all service and sales targets.
• Execute sales/promotional plans and actively take part in existing and new client recruitment campaigns, e.g., telesales campaigns and marketing/promotional activities, undertaking tasks as requested by the Team Leader.
• Explain product range to clients in a clear and simple manner.
• Assisting clients telephonically with general account queries.
• Resolve any client conflict in a constructive manner

Collections department

• Assisted clients with payment arrangements and rehabilitation on their existing credit for a duration of 2 months.

Anti-money laundering

• To investigate and monitor suspicious financial activities on client's account.
• Key responsibilities included performing AMLC (KYC/VYC) background/Sanctions listing searches, media searches, google searches on new and existing clients, assisted from the 1st of February 2022 to the 31 July 2022.
• De-escalated and resolved customer complaints with punctual, polite and professional service.

• Offering cellphone contracts to existing/non existing contract holders.
• Explain product range to clients in a clear and simple manner.
• Responded to any client query in a professional and effective manner.
• Achieve all sales targets.