Ntshavhiseni Rofhiwa Dzhalagome

Key Responsibilities and Achievements:

Inventory Management and Control.

• Conducted cycle counts, physical counts, and supported the inventory resolution process to maintain accurate stock levels.
• Planned and controlled inventory to ensure sufficient stock availability in alignment with forecasts, avoiding overstocking or shortages.
• Processed orders promptly and coordinated deliveries by liaising with couriers, warehouses, and ensuring efficient logistics.
• Ensured the availability of economical quantities of stock to optimise cost efficiency.
• Monitored and controlled incoming inventory, verifying quality, quantity, and compliance with purchase order requirements.

Stock audits and reporting.

• Performed monthly stock balancing for card production, ensuring accuracy and alignment with operational needs.
• Conducted monthly stock audits for plastic, and stationery orders, ensuring compliance with internal controls.
• Managed quotations, authorised card proofs, and provided weekly updates on stock order statuses, inventory levels, and vendor updates.
• Vendor and stakeholder relationship management.
• Handled visa and vendor queries efficiently, ensuring timely resolution and maintaining strong relationships.
• Cultivated and managed objective working relationships with stakeholders, SMEs, project managers, and senior staff members.
• Maintained regular interaction with Product Owners, providing updates on stock levels, monthly usage, and campaign requirements to ensure alignment with sales and operational goals.

Collaboration and Teamwork.

Collaborated with team members to achieve target results, fostering a culture of teamwork, and shared accountability.

Supported cross-functional teams by providing inventory insights and ensuring alignment with project and campaign objectives.

Key Responsibilities and Achievements:

• Controlled incoming inventory, verifying quality and compliance with purchase order specifications.
• Performed monthly stock balancing at card supplier production and conducted monthly stock audits for plastic, stationery, and orders.
• Coordinated asset management processes, streamlining workflows, and improving operational efficiency across departments. Vendor and stakeholder relationship management.
• Handled VISA and vendor queries, ensuring timely resolution and maintaining strong professional relationships.
• Cultivated and managed objective working relationships with stakeholders, SMEs, project managers, and senior staff members.
• Maintained regular interaction with Product Owners, providing updates on stock levels, monthly usage, and campaign requirements to adjust forecasts, and ensure alignment with sales and operational goals. Operational Coordination and Reporting.
• Authorized card proofs, managed quotations, and provided weekly updates on stock order statuses, inventory levels, and vendor updates.
• Supported operational efficiency by ensuring accurate and timely updates to stakeholders regarding stock availability, and campaign adjustments.
• Debit Card Operations (2015 – 2019).
• Managed branch stock orders on Hogan and ensured accurate and timely processing.
• Activated debit cards and facilitated customer name editing on cards.
• Handled specific card functionalities, including switching off contactless features, activating customer PINs, and managing transaction limits.
• Processed pending authorisation deletions and arranged urgent embossing and delivery of cards.
• Coordinated changes to delivery instructions with couriers and referred incorrectly logged queries to the relevant departments for resolution.

Key Responsibilities and Achievements:

Client Relationship Management: Maximised cross-sell opportunities by identifying customer needs and offering tailored solutions to strengthen client relationships.
Managed and grew an existing client portfolio by maintaining regular contact, and generating new leads.
Liaised with potential customers to understand their requirements, and provided appropriate recommendations to meet their financial needs.

Sales Target Achievement.

• Tracked, controlled, and influenced sales activities to achieve predetermined sales targets.
• Entered all qualified leads into the sales pipeline and maintained daily updates to ensure accurate tracking and follow-ups.
• Managed the sales diary by scheduling and meeting the agreed number of appointments, and delivering the required number of sales presentations each month.

Product knowledge and sales strategy.

• Maintained comprehensive knowledge of FNB’s brand and product offerings to maximise sales opportunities.
• Utilised product expertise to provide customers with informed recommendations, ensuring alignment with their financial goals.
  

Key Responsibilities and Achievements:

Collaborated with team members to achieve target results, contributing to the overall success of the branch.

Planned and executed new strategies to increase sales and improve customer retention.

Operational Efficiency:

Organised and maintained files to support operational efficiency and ensure easy traceability of customer information and transactions.

ATM Custodian Responsibilities:

Ordered and managed cash for the ATM, ensuring sufficient availability to meet customer needs.

Conducted bulk cash checks, accessed the ATM site, and performed routine maintenance to ensure smooth operations.

Loaded cash, processed deposits, and managed captured cards to maintain ATM functionality.

Performed cash checks and ensured the handling of solid notes in compliance with operational standards.

Key Responsibilities and Achievements:

Customer Assistance and Service Delivery: Provided prompt and professional assistance to clients during branch operating hours, ensuring their needs were met efficiently.
Delivered excellent customer service by understanding customer expectations and processing requests with care and attention to detail.
Built strong, empathetic client relationships, earning a reputation for consistently exceeding sales and service goals.
Addressed customer service inquiries quickly and accurately, ensuring a positive customer experience.

Complaint resolution and problem-solving.

• Managed customer complaints related to collection activities, ensuring resolutions met customer satisfaction.
• Handled complaints calmly and professionally, offering appropriate solutions to maintain customer trust and loyalty.
• Addressed technical difficulties by identifying and troubleshooting issues, achieving timely first-time resolutions.
  Account Management and Support.
• Oversaw customer account inquiries, providing accurate information to resolve service complaints, and guarantee satisfaction.
• Resolved customer queries via phone and email, ensuring timely and effective communication.
• Followed up on customer issues to verify satisfaction beyond the initial interaction, fostering long-term relationships.

Operational efficiency and policy adherence.

• Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
• Employed knowledge of company policies to escalate critical issues and monitor queries in line with best practices.
• Navigated customer support channels to resolve diverse queries within target timeframes, ensuring seamless service delivery.

Confidentiality and Risk Management:

• Handled confidential and sensitive customer data with discretion, reducing the risk of fraud and theft.

ATM Custodian Responsibilities:

• Ordered and managed cash for the ATM, ensuring sufficient availability to meet customer needs.
• Conducted bulk cash checks, accessed the ATM site, and performed routine maintenance to ensure smooth operations.
• Loaded cash, processed deposits, managed captured cards, and performed cash checks to maintain ATM functionality.

Supply Chain Management.

• Issued tender documents to suppliers and managed the distribution of bid bulletins for various suppliers.
• Coordinated the issuing of closed bids to departments and consultants, ensuring compliance with procurement processes.
• Managed the closing and registration of bids at the time of closure, maintaining accuracy and transparency.
• Maintained a comprehensive database for various contractors, ensuring up-to-date and accessible records.
• Assisted with general office administration and supported the team with all assigned duties.

Expenditure Management.

• Filed and captured payments using the BAS and LOGIS systems, ensuring accurate financial records.
• Prepared cash requirements and managed the receipt of payments.
• Conducted payment reconciliations and printed payment stubs, ensuring alignment with financial policies and procedures.

Budget Section:

• Provided informed advice on budget-related aspects, ensuring alignment with the department's strategic plan.
• Compiled quarterly reports, offering insights into budget performance and adherence to financial objectives.

Key Responsibilities and Achievements:

Stock Management and Merchandising: Checked PI labels to ensure accurate pricing and product information.
Conducted stock phasing and rotation to maintain product freshness and compliance with merchandising standards.
Packed stock neatly and efficiently to enhance product visibility and accessibility for customers.
Monitored remaining stock levels and performed regular stock counts to ensure accurate inventory management.

Order placement.

• Placed orders for replenishment based on stock levels and sales trends, ensuring optimal stock availability.