Nompumelelo Mbambo
Administrator
Durban
Summary
My Name is Nompumelelo Mbambo, I currently work for FNB ( First National Bank as an Administrator. I am very passionate , motivated, mature and positive young lady who is also willing to learn and grow as professional. Reliable team member accustomed to taking on challenging tasks also dedicated to business success with the willingness to take on added responsibilities to meet the teams goals . I am also highly successful at motivating teams and streamlining operations. Analytical problem solver and persuasive communicator with talent for thinking outside box for creative solutions.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Administrator
First Rand Bank
12.2021 - Current
- Manage data in spreadsheets and reports.
- Keep records and reports up to date.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Collected, validated, and distributed information to employees.
- Generated reports to suggest corrective actions and process improvements.
- Entered and maintained departmental records in company database.
- Liaising with suppliers and procurement.
- Assisting with Compliance by calling Wesbank and FNB client to get updated B-BBEE Certificates.
- Organize and schedule meetings and events.
- Delegate responsibilities
- Carry out clerical duties, including answering phones and preparing documents.
- Audit Reports.
- Working in an office and over time when required.
- Preparing, organizing and storing information in paper and digital form.
- Dealing with queries on the phone and by email.Manage costs/expenses within approved budget to achieve cost efficiencies
- Deliver exceptional service that exceeds customers experience through proactive, innovative and appropriate solutions
- Resolve all customer queries efficiently and within agreed timeline
- Maintenance of all administrative processes for the department's operational activities
- Set up and maintain filing system for the business unit to ensure service is provided
- Manage own development to increase own competencies
- Calculating of account balances, Verifying account signatories
- Calculating of debit/credit/accrued interest.
Branch Customer service officer / Digital Banker Consultant
First National Bank
01.2018 - 12.2021
- Leads identified converted into successful sales by sales team
- Ensure activities support cost containment and reduction
- Connect with customers by living up to the brands promise
- Adhere to the Treating customers fairly principles in all that you do
- Close sales to prospective clients with follow-up and outbound calls
- Motivated fellow workers to perform with persistence and integrity to demonstrate true excellence
- Maintained up-to-date knowledge about products and promotions
- Addressed customer complaints and questions to increase satisfaction
- Assist and educate customers about digital banking
- Greet customers to determine customer needs and direct them to appropriate online channels or other service options.
- Educated customers about available services, products and bank resources.
- Consulted with customers on individual needs and offered solutions aligned with individual situations and preferences.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
- Went above and beyond with service to promote loyalty and support bank goals.
- Collected feedback from customers to help improve service delivery and banking processes.
- Answered bank phone lines and directed customers to appropriate department to address concerns.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Reviewed information in customer accounts and made recommendations for new products and services.
- Reached out to existing bank customers and offered personalized support for different needs.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Trained and mentored new banking personnel on customer service strategies, supporting group performance goals.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Educated clients on services and digital channels.
- Delivered client services and acquired new relationships by cross-selling relevant products and services.
Call Centre Agent
CCI
01.2014 - 12.2016
- Educated customers on available services to meet needs
- Communicated appropriate options to resolve issues and escalated higher-level problems to supervisor for immediate assistance
- Handled continuous flow of daily inbound and outbound calls with consistency and calm attitude
- Multitasked to resolve inquiries in real time, whilst giving customers full attention
- Educating Clients about new products available
- Retaining clients and providing them with resolutions to their problems
- Placed and answered phone calls to meet fluctuating demand
- Used open and closed questioning to obtain relevant information quickly
- Performed and met call handle standards in fast-paced call center environments.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to develop and implement creative solutions to complex problems.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Gained strong leadership skills by managing projects from start to finish.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Strengthened communication skills through regular interactions with others.
- Developed strong communication and organizational skills through working on group projects.
- Delivered services to customer locations within specific timeframes.
- Provided professional services and support in a dynamic work environment.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked well in a team setting, providing support and guidance.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Paid attention to detail while completing assignments.
Education
Diploma - Food and Beverage management - Food And Beverage Management
Icesa
NQF 5 Certificate in Banking - NQF 5 Certificate in Banking
PMI
Durban 04.2001 -
Skills
Time ManagementAnalytical thinkingComputer proficiencyCommunication SkillsTeam collaborationProblem-solving abilitiesProfessionalism and strong work ethicflexibility and adaptability
Customer Service
Office Administration
Project Coordination
Financial Oversight
Information Management
Work Planning and Prioritization
Administrative Support
Decision-Making
Goal Setting
Team Collaboration
[Number] Wpm Typing Speed
Personable and Approachable
Deadline Adherence
Attention to Detail
Performance Improvement
MS Office
References
- Susanne Naicker, FNB Manager, 083 412 0097 / 087 345 4087
- Hicks Jama, FNB Team Leader, 083 267 3060 / 087 730 6935
- Keshnie Chetty, FNB Team Leader, 082 297 2226 / 087 345 4087
Timeline
Administrator
First Rand Bank
12.2021 - Current
Branch Customer service officer / Digital Banker Consultant
First National Bank
01.2018 - 12.2021
Call Centre Agent
CCI
01.2014 - 12.2016
NQF 5 Certificate in Banking - NQF 5 Certificate in Banking
PMI
04.2001 -
Diploma - Food and Beverage management - Food And Beverage Management
Icesa