Summary
Overview
Work History
Education
Skills
Personal Information
References
Timeline
Hi, I’m

NONKULULEKO NTLAHLA

Kempton Park

Summary

Experienced with handling customer inquiries and resolving issues promptly. Utilizes effective communication and active listening to enhance customer satisfaction. Knowledge of customer relationship management and conflict resolution techniques.

Overview

10
years of professional experience

Work History

Dpd

Customer Service Agent
03.2020 - Current

Job overview

  • Booking clients collections
  • Tracking parcels
  • Booking and following up of Dawn Deliveries, Public Holiday and Saturday deliveries
  • Quotations/Queries
  • Maintain service levels
  • General enquiries

STANDARD BANK

BANK TELLER
10.2018 - 04.2019

Job overview

  • Provides account services to walk in customers by receiving deposits, loan payments, cashing cheques, issuing withdrawals, recording night and mail deposits
  • Record transactions
  • Reconciles cash drawer by proving cash transactions and counting money
  • Complies with bank operations and security procedures by participating in all dual-control functions; maintaining customer traffic surveys
  • Dealing with accounts queries and making sure they are resolved with our SLA
  • Maintains customer confidence and protects bank operations by keeping information confidential
  • Contribute to team effort by accomplishing related results as needed
  • Assisting and training new team members in our department

STANDARD BANK

CUSTOMER SERVICE CONTACT CENTRE AGENT
03.2016 - 04.2017

Job overview

  • Engaging with customers in a professional way as specified in the services standards
  • Ensure customers' needs, expectations are met and escalated enquiries are resolved with SLA
  • Process the customers' requests in an efficient and caring way

STANDARD BANK

LEARNERSHIP - CALL CENTRE AGENT
01.2015 - 01.2016

Job overview

  • Greet clients over the phone and inquire into their purpose of calling
  • Listen carefully to clients and make notes of information both mentally and actually
  • Ask questions to determine nature of problem or query
  • Provide clients with the information asked for
  • Verify clients by asking the predefined date of birth, name and passcode questions
  • Provide clients with the information once verification has been established
  • Assist clients through online and phone banking problems
  • Instruct clients about security concerns regarding their accounts and online transactions
  • Provide clients with information on account status and check/instrument clearance
  • Verified clients' accounts to ensure that no fraudulent activity is apparent
  • Updated client information and follow up on subscriptions
  • Escalated priority issues and produce call logs

Education

CORNERSTONE PERFORMANCE SOLUTION

NQF Level 04 Certificate from Core Banking and Financial Services

BERNARD HIGH SCHOOL

Grade 12

Skills

  • Project Management
  • Customer Service
  • Good Communication Skills
  • Ms Office
  • Team Player
  • Time Management
  • People Management
  • Financial Skills
  • Banking Policies and Procedures
  • Documentation Skills
  • Attention to detail
  • Telephone Etiquette
  • Professionalism
  • Multitasking

Personal Information

  • Date of Birth: 10/10/89
  • Drive's licence: code 08

References

  • Adel Butterworth - Customer service national manager: 079 5263946
  • Yebo Mlangeni - Standard bank tellers team leader : 073 5994945

Timeline

Customer Service Agent

Dpd
03.2020 - Current

BANK TELLER

STANDARD BANK
10.2018 - 04.2019

CUSTOMER SERVICE CONTACT CENTRE AGENT

STANDARD BANK
03.2016 - 04.2017

LEARNERSHIP - CALL CENTRE AGENT

STANDARD BANK
01.2015 - 01.2016

BERNARD HIGH SCHOOL

Grade 12

CORNERSTONE PERFORMANCE SOLUTION

NQF Level 04 Certificate from Core Banking and Financial Services

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NONKULULEKO NTLAHLA