Phathutshedzo Mahwena
Service Recovery Consultant
Summary
+10 years experienced and enthusiastic Consultant with track record of success across Banking industry. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of banking operations, strategy and finance. Offer assistance in the Hello peter and CEO complaints, including the general enquiries complaints desk
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Service Recovery Consultant
First National Bank
09.2018 - Current
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Supported clients with business analysis, documentation, and data modeling.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Represantive
First National Bank
11.2015 - 08.2018
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and backed up other customer service managers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Inbound Call Center Agent
First National Bank
04.2013 - 11.2015
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Handled high volume of inbound calls per shift to offer callers product and service information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Educated customers on company systems, form completion, and access to services.
- Boosted customer service satisfaction ratings through consistent quality control.
Call Center Agent
Kelly Recruitment Agency
03.2012 - 03.2013
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases in the Temploan and Smart device space.
Education
Bachelor of Commerce in Business Management - Bachelor of Commerce in Business Management
Da Vinci Institution For Technology
Johannesburg 2019.01 - Current
No Degree - Banking
Cornerstone Performance Solution
Johannesburg 04.2001 -
No Degree - Call Center
Royal Africa Training
Pretoria 04.2001 -
High School Diploma -
Lwamondo High Scool
Thohoyandou 04.2001 -
Skills
Failure Analysis
undefinedTimeline
Bachelor of Commerce in Business Management - Bachelor of Commerce in Business Management
Da Vinci Institution For Technology
2019.01 - Current
Service Recovery Consultant
First National Bank
09.2018 - Current
Customer Service Represantive
First National Bank
11.2015 - 08.2018
Inbound Call Center Agent
First National Bank
04.2013 - 11.2015
Call Center Agent
Kelly Recruitment Agency
03.2012 - 03.2013
No Degree - Banking
Cornerstone Performance Solution
04.2001 -
No Degree - Call Center
Royal Africa Training
04.2001 -
High School Diploma -
Lwamondo High Scool
04.2001 -
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