RONNELLA MTHOMBENI
Johannesburg
Summary
Personable and dedicated Service Specialist with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients.
Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Hardworking service specialist skilled in troubleshooting and analysis. Accustomed to drafting and maintaining detailed service reports. Personable and customer-focused with passion for fostering loyalty and satisfaction.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Service Specialist
MOMENTUM METROPOLITAN HOLDINGS LTD, MOMENTUM
07.2021 - 11.2023
- Duties include but not limited to:
- Engage with clients and intermediaries in a professional and client centric manner to evaluate and resolve their query
- Provide clients and intermediaries with the relevant information and documentation as required in line with policy guidelines and within Service Level Agreements to provide incredible client service
- Adhere to compliance requirements in the service process in line with legislative requirements and serve our clients and intermediaries fairly and in line with our Values
- Identify and report process and system failures, suggest enhancements to improve client experience
- Provide authoritative expertise to clients and stakeholders to creating a positive and lasting client experience
- Live the MMI values namely: Accountability, Diversity, Excellence, Integrity, Innovation and Teamwork
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Expanded the organization''s customer base by actively seeking out new business opportunities and cultivating relationships with prospective clients.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
Service Consultant
CAPITEC BANK
11.2017 - 06.2021
- Duties include but not limited to:
- Servicing all key stakeholders face-to-face and via other servicing channels as required until the query has been resolved
- Servicing our clients in a customer centric way
- Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced
- Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
- Achieving and exceeding key performance metrics relating to service delivery and targets set
- Taking calls and dealing with banking and/or account queries;
- Dealing with queries from franchises, brokers & the public;
- Admin functions;
- Policy changes to the product;
- Sales and marketing for the company
- Assisting with escalated queries from clients and the company.
Customer Service Champion
CAPITEC BANK
05.2017 - 11.2017
- Duties include but not limited to:
- Same as the duties above except for sales related queries where I had to then allocate a client to the desired service consultant
- Floor management
Sales Promoter
LEEGRA MARKETING
04.2016 - 10.2016
- Sales for Hewlett Packard Computers, hardware and software
- Computer related queries
- Stock taking
Sales Promoter
WELGEMEEND ESTATE WINES
03.2015 - 10.2015
- Sales
- Brand Activation
- Administration
Education
High School Diploma -
RHODESFIELD TECHNICAL HIGH SCHOOL
National Diploma - Public Relations Management
University of South Africa
02.2018
Skills
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- Writing & Reporting
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- Presenting & Communicating information
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- Analyzing
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- Adhering to principles and values
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- Adapting and responding to change
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- Deciding & initiating action
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- Persuading & influencing
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- Following instructions & procedures
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- Delivering results & meeting customer expectations
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- Report Creation
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- Task Concentration
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- Customer Relations
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- Client Retention Strategies
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- Data Collection
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- Scheduling
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- Data Entry
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- Complaint resolution
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- Call Management
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- Documentation
Timeline
Service Specialist
MOMENTUM METROPOLITAN HOLDINGS LTD, MOMENTUM
07.2021 - 11.2023
Service Consultant
CAPITEC BANK
11.2017 - 06.2021
Customer Service Champion
CAPITEC BANK
05.2017 - 11.2017
Sales Promoter
LEEGRA MARKETING
04.2016 - 10.2016
Sales Promoter
WELGEMEEND ESTATE WINES
03.2015 - 10.2015
High School Diploma -
RHODESFIELD TECHNICAL HIGH SCHOOL
National Diploma - Public Relations Management
University of South Africa