Nonela Ndabula
Cape Town
Summary
Self-motivated, organized and deadline driven administrator seeking a role in communication, customer service, marketing assistance or administration where I can lend my knowledge of customer satisfaction to help your organization improve its competency and reliability. I am seeking to secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Service Recovery Administrator
Capitec Bank
04.2022 - Current
- SARS enquiries:
- Issue SARS with account confirmations and tax interest certificates
- Assist SARS with repayment deductions
- Assist SARS with client refund processing
- Tax Free Savings Investments:
- Re-investments
- Unlocking tax free savings investment
- Partial unlocking
- Tax free savings transfers to and from external institutions
- Issue Tax free savings certificates
- Tax certificates IT3B
- Fixed term savings Investments:
- Full unlocking
- Partial unlocking
- Contract amendments
- Re-investments
- Remote Banking support for clients abroad and bedridden:
- Card replacement
- Issue internet tokens and assist with banking app activation
- Account closure and dormant status removal
- Locate payments on BankServ and provide clarity to external banking houses
- Provide 3rd party verification support
- Interbank recalls to recover erroneous payments
- Ad hoc: Issue account confirmation letters, settlements, proof of payment, guardian account letters, embassy letters and bank statement requests
- Release merchant holds on client accounts
- Grant foreign nationals with Grace periods for FICA documentation compliance
Client Care admin agent
Capitec Bank
12.2021 - 03.2022
- Reason for leaving: Departmental reshuffle
- Managing client relationships, while de-escalating issues/complaints
- Ensure consistent and high standard of service behaviour and client experience
- Adhere to defined quality assurance and performance requirements
- Liaising with Internal departments to resolve enquiries/complaints
- Provide support to our BSC departments in pursuit of the optimisation of client service
- Ensure compliance to relevant internal policies and legislation
- Providing remote assistance to clients, administrative interactions via telephone, email, and Capitec bank’s website and auditing of BSC financial transactions
Centralised collections agent
Capitec Bank
07.2020 - 11.2021
- Reason for leaving: Career Growth and development
- General debt recovery process of reimbursing unpaid and past-due credit loans
- Investigate reasons for arrears
- Negotiate treatment options
- Escalate reversal request
- Funeral product arrears management
Guest service agent
Travelstart
06.2019 - 04.2020
- Reason for leaving: Career Growth and development
- Organisations first point of contact
- Resolve all travel related queries via live chat, email
- Respond to Social media queries
- Resolve customer complaints
- Provide clients with product knowledge
- Provide information on popular holiday destinations
- Queuing bookings to relevant departments for Actioning
Lead Agent
06.2019 - 04.2020
- Reason for leaving: Retrenched due to COVID19
- Support team leader with monitoring and enhancing team and individual performance
- Support team leader in robust coaching and people development
- Complaint’s resolution
- Encourage great customer experiences
- Conduct customer experience coaching within team
- Quality Assurance
Education
National Diploma - Public Relations Management
University of South Africa
01.2015 - 01.2018
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Dordrecht High School
Skills
Strong analytical and problem-solving skills
Service agreement information
Recovery efforts and assistance
Service standard compliance
Administrative support
CRM
Professional telephone demeanor
Complaint resolution
Account management
Timeline
Service Recovery Administrator
Capitec Bank
04.2022 - Current
Client Care admin agent
Capitec Bank
12.2021 - 03.2022
Centralised collections agent
Capitec Bank
07.2020 - 11.2021
Guest service agent
Travelstart
06.2019 - 04.2020
Lead Agent
06.2019 - 04.2020
National Diploma - Public Relations Management
University of South Africa
01.2015 - 01.2018
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Dordrecht High School