Kutlwano Pooe
Service Consultant
Protea Glen
Summary
Knowledgeable Customer Service Consultant experienced serving customers' needs and cross-selling company offerings. Offer exceptional support by staying current on company policies and asking targeted questions to quickly get to the root of issues. Successful at consistently exceeding performance targets.
Overview
1
1
year of professional experience
2024
2024
years of post-secondary education
3
3
Languages
Work History
Customer Service Consultant
Capitec Bank
08.2024 - Current
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Streamlined processes for quicker problem resolution, resulting in increased customer satisfaction rates.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Interacting with clients to identify their banking needs and build positive relationships
- Gathering and capturing client information for loan approvals, deposits, and inquiries
- Developing business strategies to meet client needs and close sales
- Acting as the first point of contact for client inquiries and concerns
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
- Identified and resolved discrepancies and errors in customer accounts.
- Built strong customer relationships with empathetic communication and active listening skills.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
Bank Better Champion
Capitec Bank
08.2023 - 07.2024
- Managing branch flow by ensuring queues function efficiently
- Providing excellent customer service
- Assisting clients at ATMs
- Completing transactions on self-service and remote channels
- Gaining the skills, knowledge, and experience needed for service consulting
- Troubleshooting and restoring ATM errors to ensure they are functional.
Education
Diploma - Network Management
Rosebank College
High school or equivalent - English HL, Afrikaans FAL, Business Studies, Accounting, Economics
Basa Protea Glen Combined School
Skills
Communication
Excel
Microsoft Word
Adaptability
Call center experience
Investment product sales
Complaint resolution
Brand representation
Product and service solutions
Merchandise upselling
Problem-solving skills
Personal Information
Date of Birth: 02/25/03
Other
Single
References
Miss Sindi, Basa Protea Glen Combined, 0733227245
Mr Thabiso (Easy Just Cafe): 0653685565
Miss Desiree Phillips: 062146 2271: Capitec bank (Line manager)
Timeline
Customer Service Consultant
Capitec Bank
08.2024 - Current
Bank Better Champion
Capitec Bank
08.2023 - 07.2024
High school or equivalent - English HL, Afrikaans FAL, Business Studies, Accounting, Economics
Basa Protea Glen Combined School
Diploma - Network Management
Rosebank College