Nompumelelo Dube
Banker
Johannesburg
Summary
Proven achiever in customer service, adept at conflict resolution and critical thinking, excelled at Tymebank by enhancing customer loyalty and satisfaction. Skilled in Microsoft Excel and active listening, consistently surpassed performance metrics, demonstrating a commitment to service excellence and team development. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
11
11
years of professional experience
3
3
year of post-secondary education
Work History
Customer Service Representative
Tymebank
Johannesburg
05.2023 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Managed approximately 90 calls daily on average.
Sales and Service Agent
First National Bank
Johannesburg
11.2013 - 04.2022
• Assist with Temp and personal Loan general
enquires
• Temp Loan activations and payments
• Drafting and Issuing settlement and paid-up letters
• Escalations for ITC updates
• Meeting monthly targets
• Personal loans activations
• Checking client’s affordability
• Stop and reverse debit orders
• Credit card limit increase
• Upgrade clients’ accounts
• Order new cards for clients
• Opening funeral cover for clients
• Adding recipients and making payments
• Activating cards for international usage
• Revolving loan queries
• Overdraft queries
- Delivered prompt service to prioritize customer needs.
- Enhanced customer satisfaction by providing efficient and courteous service in a timely manner.
- Manage approximately 90 calls daily.
Education
Some College (No Degree) - Collect of Human Science
UNISA
Johannesburg 01.2024 - Current
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Problem-solving abilities
Call center experience
Customer Relations
Critical Thinking
Microsoft Excel
Computer Proficiency
Conflict Resolution
Team Development
De-Escalation Techniques
Writing scripts and Novels
I spend my free time writing scripts as I'm a very creative person. I'm able to create a story out of my day at work and make it lovely interesting story to read on a book and make it seem life a lifetime happened :).
Timeline
Some College (No Degree) - Collect of Human Science
UNISA
01.2024 - Current
Customer Service Representative
Tymebank
05.2023 - Current
Sales and Service Agent
First National Bank
11.2013 - 04.2022