Mohamed Haffajee

First National Bank (FNB) – Fleet Sales Specialist First National Bank (FNB) – Fleet Client Liaison Consultant

Nov 2019 – Present

• Drive sales of FNB Fleet solutions, onboarding new corporate and SME clients while managing and growing existing accounts.
• Conduct needs analysis with clients to identify cost-saving and efficiency opportunities, tailoring fleet card and value-added services to their operations.
• Prepare proposals and product demonstrations, effectively communicating benefits and closing deals in a competitive environment.
• Consistently achieve and exceed monthly sales and revenue targets.
• Collaborate with internal departments (risk, compliance, credit, and operations) to ensure seamless client experience.
• Provide after-sales support, ensuring client satisfaction and long-term retention.
• Analyze client usage trends, prepare management reports, and recommend solutions to optimize fleet performance.
• Recognized for upselling value-added products that enhance profitability and customer loyalty.
• Mentor and support junior consultants on sales techniques and product knowledge.

Nov 2018 – Nov 2019

• Managed client complaints and escalations, ensuring resolution within SLA and reducing repeat issues.
• Prepared management reports, analyzing complaint trends and root causes to improve processes.
• Upsold value-added products tailored to customer needs, increasing product uptake and client retention.
• Collaborated with frontline staff to ensure seamless service delivery and maintain strong client relationships.
• Recognized for embodying FNB’s SERVE values, acting as a brand ambassador, and contributing to a positive team culture.

• Effectively assisting with complaints from existing customers to ensure successful resolution and ensure customers are kept informed and updated always.
• Effectively prepare stats and trends for management reports.
• Root cause analysis and identification of trends associated with complaints.
• Prioritize complaints and deal with them urgently.
• Contribute to the performance of the team by displaying a positive and enthusiastic attitude, showing support and involvement in all activities.
• Support team objectives and decisions. Treat colleagues with integrity, respect and empathy.
• Must internally maintain excellent communication with colleagues in the front-line team to assist in ensuring the smooth operation of services.
• Share knowledge and skills with other members of the team.
• Meet attendance and adherence requirements.
• Internally maintaining excellent communication with colleagues in the front-line team to assist in ensuring the smooth operation of services.
• Act as a brand ambassador by modeling the SERVE values and service standards in every interaction with clients and colleagues.
• Always find ways to improve customer service and minimizing complaints that are coming in.
• Upselling Value-Added products based on what customers require for their Fleet Account.
• Reference: Susan Dubula 0824994568

• Provides an administrative support service to clients.
• Processes Auto card and Auto Online queries (Fleet Card Orders and Cancellations, Hot listing of cards, Fraud Queries and resolving Customer Service queries).
• Reconciling accounts and generating reports.
• Providing account statements.
• Optimizes work through the application of learning.
• Delivers customer service through adherence to quality service.
• Conducts administrative duties accurately and timeously as stipulated by Company policies and procedures.
• Engages in activities for own development.
• Contributes to teamwork.
• Ensures that knowledge of product offerings and policies is up to date.
• Manages the business processes for area of responsibility.
• Contributes to cost efficiencies.
• Ensures operational excellence through the delivery of work processes according to defined quality standards.
• Resolves incoming queries and re-direct unresolved queries.
• Reference: Boitumelo Semono 0785906341

• A opportunity presented itself for as acting team leader position with no promise of a permanent position but seen this as an opportunity to grow and learn new functions and responsibilities.
• The position entailed managing a diverse team handling both calls and data requests.
• Priority was to manage daily complaints and escalations from both clients and stakeholders.
• Key to the success of the team was to maintain the monthly and weekly planning, together with the team creating action plans and to implement them to achieve better results with emphasis to positively execute and maintain service delivery while still maintaining the day-to-day consultant activities as part of my accountability.
• Period 2018 Period 6 Months
• Reference: Gerhard Van Wyk
• 0824585982 0716825425 Lloyd Malebye
• 0113545086

• Adhere 95% to scheduled time and break to contribute to the achievement of the Call Centre Service Level Agreement (SLA) of the minimum target 80/20 (85% of calls answered in 20sec)
• Average handle time (AHT) 180seconds per call.
• Overall 75minutes scheduled AUX per day.
• Abandonment Rate not more than 5%
• First call resolution – using the product features, procedures and telephone etiquette and ensure calls and queries are handled right the first time with no repeat calls or escalations.
• Contribute to achieve an empowered, positive culture within the team.
• Evidence of all compliance principles like TCF (Treat Customers Fairly) (meeting customers’ needs)
• Product delivery, providing clear information & sustainable advice, delivering as expected.
• E-contact emails
• New Card Application & ORT eTags -Turnaround times for card orders to be executed same day by 15:30
• Cancellation and replacement, email address and cost center, limit adjustments and update requests within 24hours.
• Statements request Turnaround times- sent to clients within 24 hours of request.
• Inform customers of availability of annual renewal cards and use this as an opportunity to do need analysis and to communicate new product offerings.
• Refer cycle, debit order changes and account closure notifications to Credit and Risk.
• Prioritize on the top 200 Clients.
• ORT transaction validation and invoice reconciliation to be resolved within 24 working hours.
• Daily exception report to be updated on share drive daily.
• Cancelled card list to be validated to identify card cancelled with e-tag still linked (weekly)
• Active vehicle list to be requested weekly.
• Minimize rework this includes but not limited to incorrect address captured and errors on card orders.
• No complains results from incorrect processing of application, cancellation (e-tag not de-link and de- register)
• Evidence of Email Compliments/Ruby Gems/ Global Recognition and from internal & external colleagues for 2016.
• Reducing production errors to >0.75% (Erda process will follow 8 errors per 1000 volumes)
• Emails should not be left more than 5 days in-progress.

• In short, I had the opportunity to assist with the new HR portal that was launched at the time, it was a contract assignment and thoroughly enjoyed it.
• I gained knowledge dealing with entry level HRCC request engaging with all staff in ABSA.
• Unfortunately, there were no opportunities for permanent vacancies and was then moved to assist on ABSA Fleet card services.
• Confirmation of employment
• Assisting staff on the new HR portal that was launched.
• Guidance on salary statements
• Escalating all other HR queries to the applicable HR teams or subdivisions.
• Reference: Loyiso Nhlapo 0860369369
• Period: 4 Months

• Educating customers on usage of procedures of credit cards.
• Collected on overdue accounts.
• Risk control.
• Reconcile accounts.
• Develop payments plans.
• Ensure correct loading of debit orders and they run correctly.
• Customer education & service.
• Identify & revoking fraudulent accounts.
• Managing high balance accounts.
• Telephone collections working on the predictive dialer, inbound and outbound calls.
• Rehabilitate bad payers to become active credit users, negotiating for payments arrangements on late delinquency accounts, educating client on consequences of non-payment by advising of ITC impact on credit worthiness and employment.
• Resolving queries for a cardholder’s that has within the Divisional Service Standards.
• Also did training & was promoted for second in charge (2ic), Tracing customers e.g., liaise with branches, hand accounts to our Legal department.
• Instruct tracers to collect the credit cards from customers.
• Identify run away customers and the ones using the credit cards fraudulently to be able to stop them on time.
• Reference: Abdullah Desai 0834545989