NOMPUMELELO PRINCESS NKOMANA
Advisor
Khayelitsha
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
4
4
Languages
Work History
Customer Service Representative
British Gas
10.2023 - 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.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed rapport with customers through active listening skills, leading to positive feedback from clients.
Debt Review Team Leader
LL Debt Rebate
01.2019 - 09.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Recommending debt review to over indebted clients.
- Working on different systems in order to protect client information e.g Simplicity, iDocs, Microsoft Office (word, excel, outlook, powerpoint)
- Monitor and manage debt review emails and ensure action taken within suitable turnaround times.
- Persue , save and forward debt review documents relating to COB's,17.1, 17.2,Proposals, 17.W,Acceptance letters, Declines ans Counter offers.
- Proactively assist in the completion of general admin duties as requested and directed based on current procedures and deadlines.
- Liaise with staff from other departments to gain information an resolving client complaints and client issues.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Motivated team members to achieving their targets, recognizing and rewarding their achievements.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
Snr Redemptions Consultant
SAB
06.2018 - 12.2018
- Escalations and compliance handling.
- Dispute resolutions, resolve problem orders.
- Handling language barrier enquiries, quality control and complaints handling.
- Present outlet promotions and SAB general enquiries.
- Helped meet changing demands by recommending improvements to business systems
- Validating and verifying client data in preventing errors and accurately capture client information and amending if necessary.
Senior Advisor
Frank.net (standard Bank Insurance)
06.2016 - 12.2017
- Issuing non binding quotations and estimating cost.
- Presenting and promoting insurance products to Standard Bank customers meeting qualifying criteria.
- Recommending policies with the best options by understanding what insurance services a client needs.
- Accurately capture customer information and verifying customer data.
- Conduct risk assessment and provide risk management advice.
- Educate clients on different types of insurance products available e.g Life cover, Disability Cover, Serious Illness Cover and Salary Protection Cover.
- Ensure compliance with all relevant laws and regulations.
- Handle objections whilst providing exceptional customer service.
- Constantly reach performance targets and achieving key performance indicators.
Telemarketing Consultant
Homechoice
06.2012 - 11.2014
- Introducing products to new and existing customers.
- Present, promote products to potential customers who meet qualifying criteria.
- Handle objections appropriately to ensure that positive results are achieved and maintain customer satisfaction.
- Constantly reach performance targets whilst providing an exceptional customer experience.
- Working within a pressurized environment and responding positively.
- Accurately capture customer information and following quality assurance process at all times.
Education
Matric Senior Certificate -
Manzomthombo Secondary School
Cape Town, South Africa 01.2008 - 12.2008
NQF Level 2 - Contact Centre Support And Work Ethics Environment
RIMS Infomage- SETA
Cape Town, South Africa 1 2011 - 12 2011
Supply Chain Management - Supply Chain Management
IQ Academy
Cape Town, South Africa10-2024
Skills
Customer service
Problem-solving
Complaint resolution
Active listening
Adaptability and flexibility
Product knowledge
Time management
Data collection
Building rapport
Personal Information
Date of Birth: 08/01/90
Awards
Top sales agent.
Top performer for GDE.
Top performer for NPS.
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
Customer Service Representative
British Gas
10.2023 - Current
Debt Review Team Leader
LL Debt Rebate
01.2019 - 09.2023
Snr Redemptions Consultant
SAB
06.2018 - 12.2018
Senior Advisor
Frank.net (standard Bank Insurance)
06.2016 - 12.2017
Telemarketing Consultant
Homechoice
06.2012 - 11.2014
Matric Senior Certificate -
Manzomthombo Secondary School
01.2008 - 12.2008
NQF Level 2 - Contact Centre Support And Work Ethics Environment
RIMS Infomage- SETA
1 2011 - 12 2011
Supply Chain Management - Supply Chain Management
IQ Academy