Lucienne Mathoto Malatji
Customer Services And Sales Consultant
Pretoria
Summary
With over 12 years of experience as a reliable and goal-oriented sales professional, consistently achieving tangible results through pragmatic strategies. Demonstrated leadership skills by prioritizing customer satisfaction in challenging scenarios. Committed to building and maintaining strong professional relationships with affiliate companies to deliver excellent service to clients. Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service and innovative in leveraging extensive knowledge of products and services to drive loyalty, retention, and revenue. Excel at training, managing, coaching, and mentoring sales and customer service associates. Talent for interacting with staff at all levels of the organization and the public. Tech-savvy innovator with hands-on experience in emerging technologies and a passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Excel in leveraging new tools and methods to solve problems and enhance productivity. Thrive in fast-paced environments and adept at driving technological advancements.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Sales Consultant-Personal Loans Division
ABSA Bank Contact Center-Pretoria
Pretoria
08.2018 - Current
- Expedited application assessments to adhere to Service Level Agreements (SLAs)
- Managed the full spectrum of loan disbursement processes from initiation to completion
- Collected and verified necessary documentation from clients to support loan applications
- Conducted thorough checks to ensure the authenticity of supporting documents
- Maintained up-to-date customer records in the database
- Ensured all loan approvals complied with organizational policies and procedures
- Executed system overrides with detailed justifications when required
- Liaised with the fraud department for suspicious application referrals
- Presented loan applications to credit officers, advocating for approvals or exploring alternative options
- Generated and discussed loan quotations with clients, facilitating the transition to payout stage
- Provided guidance and support to team members processing loan applications
- Led collaborative sessions with external consultants to communicate policy updates
- Contributed to enhancing quality assurance and audit performance metrics
- Participated in special project assignments as needed
- Escalated complex applications to the team leader for further review
- Implemented secure storage protocols for client documents on shared drives
- Compiled monthly reports and statistics to track performance and identify areas for development
- Utilized call center technology to optimize customer engagement and service delivery
- Responded to telephone and in-person requests for information.
- Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
- Negotiated prices, terms of sales and service agreements.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Transactional Lending Division (Everyday Banking)
ABSA Bank
Pretoria
09.2020 - 12.2020
- Spearheaded the creation and management of transactional accounts for minors, ensuring compliance and accessibility
- Conducted meticulous document verification to uphold stringent regulatory standards
- Collaborated effectively with the FICA department to expedite application processing through accurate document submission
- Implemented document indexing and secure storage protocols for client documentation within advanced banking systems
- Leveraged cutting-edge call center technology to enhance customer service and operational efficiency
- Evaluated personnel performance, providing constructive feedback for continuous improvement initiatives.
- Handled administrative requirements, maintained records and submitted operational reports.
Senior Advisor Home Loans (Processing Unit Gauteng North)
ABSA Bank
Pretoria
11.2012 - 07.2018
- Efficiently executed assigned duties to meet and exceed sales targets and objectives
- Consistently adhered to service level agreements to maintain high-quality service
- Educated clients on home loan products and current campaigns, leveraging expert knowledge
- Engaged customers effectively to clarify needs and expectations, ensuring clear communication
- Managed client information with utmost respect and integrity, upholding privacy and trust
- Continuously considered risk and compliance measures in task execution
- Utilized data analysis and information management to meet and exceed client expectations
- Provided constructive feedback from clients to support arbitration of declined applications
- Advocated for clients by motivating applications and coordinating with relevant stakeholders for favorable outcomes
- Complied with all company rules, regulations, principles, and protocols
- Managed conflicts of interest with promptness and accuracy in information sharing
- Delivered enhanced service and timely feedback as part of the ABSA Home Loans engagement process
- Fostered a positive attitude to elevate customer experience and ensure swift feedback
- Promoted continuous education and learning among colleagues for team development
- Maintained strong relationships with internal and external stakeholders for seamless operations
- Served as a liaison between customers and internal teams, facilitating smooth application processes
- Utilized call center technology effectively for the accurate capturing and processing of home loan applications
Verifier
Crossbow Marketing Consultant
Pretoria
02.2010 - 09.2012
- Expertly verified order accuracy, ensuring customer information, quantities, delivery addresses, and special instructions met stringent validation standards in a fast-paced call center environment
- Managed special instructions
Education
Higher Certificate in Banking Services - NQF Level 5
Milpark Business School
Pretoria 03.2023 - Current
Higher Certificate in Management Development - NQF Level 5
Milpark Business School
Pretoria 02.2017 - 02.2018
Higher National Certificate - Call Centre Certificate
Cornerstone Call Centre College
Pretoria 01.2008 - 04.2008
High school diploma - National Senior Certificate -Matric
Hendrick Verwoerd High School
Skills
SOFT SKILLS :
MS Word
MS Excel
MS Outlook
MS Teams
Salesforce(Customer One)
Sybrin
Branch Transactional Platform(BTP
Branch Delivery Platform(BDP)
AVAYA xOne Telephony; POM Dialer Telephony
IEX and RTAM- Desktop Tracker
(ABSA Core Banking system)
SYSTEM SKILLS:
Lead database management
Client engagement and Contact follow-up
Interpersonal communication skills
Multilingual capacity
CRM proficiency
Customer relationship management
Team Leader
Accomplishments
- 01/01/20, Call Quality (Quality Assured Call) 100%
- 02/01/19, Top Performer of the month in Loans Payout
- 07/01/19, Top Performer of the month in Loans Payout
- 11/01/19, Top Performer of the month in Loans Payout
- 01/01/16, Top Performer in Home Loans Department
Drivers License
Yes, Code 08
Personal Information
- Date of Birth: 06/06/88
- Nationality: South African
Additional Information
Reference Check:
Lesego Letseleba-Team Leader-Personal Loans/Transactional Lending:
011 354 6344
072 423 1979
Lolita Allie-Team Leader-Home Loans Division:
011 354 4647
083 661 6260
Timeline
Higher Certificate in Banking Services - NQF Level 5
Milpark Business School
03.2023 - Current
Transactional Lending Division (Everyday Banking)
ABSA Bank
09.2020 - 12.2020
Sales Consultant-Personal Loans Division
ABSA Bank Contact Center-Pretoria
08.2018 - Current
Higher Certificate in Management Development - NQF Level 5
Milpark Business School
02.2017 - 02.2018
Senior Advisor Home Loans (Processing Unit Gauteng North)
ABSA Bank
11.2012 - 07.2018
Verifier
Crossbow Marketing Consultant
02.2010 - 09.2012
Higher National Certificate - Call Centre Certificate
Cornerstone Call Centre College
01.2008 - 04.2008
High school diploma - National Senior Certificate -Matric
Hendrick Verwoerd High School
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