Siphiwe Khoza

Managed team operations in absence of Team Leader.

Assisted with complex customer queries to enhance resolution rates.

Monitored adherence to quality standards and provided feedback on call performance.

Completed escalated queries to ensure timely resolutions.

Reviewed and advised on Discovery scheme medical aid benefits and claims processes.

Supported Team Leader with various administrative tasks to improve efficiency.

Provided exceptional customer service, achieving first call resolution consistently.

Collaborated with department to meet turnaround times for registration and benefit applications.

• Evaluate recorded customer interactions against the dimensions of customer experience, business process and regulatory compliance requirements
• Highlight suspected fraud, risk or non-compliance cases when identified
• Attend regular calibrations and undergoes internal and external audits to ensure accuracy of data assessed
• Provide feedback on Agents in terms of quality of calls assessed against defined evaluation criteria
• Analyse quality of service in order to perform root cause analyses and determine trends, challenges and improvement opportunities
• Analyse customer experience data and feedback in conjunction with quality findings in order to identify drivers of both satisfaction and dissatisfaction
• Provide feedback to operational management and central Support Services on the quality of service against defined standards and requirements
• Deliver quality reports and analysis to meet the Business Unit requirements and standard reporting requirements within the Quality function, and overall Merchants business

• Monitoring agents & ensuring KPIs are met
• Supporting Agents
• Handling escalations
• Compiling ongoing productivity reports

• Supporting new Agents
• Handling irate clients
• Handling escalations
• Providing guidance to new Agents (Systems & Products)

• Resolving billing queries
• Troubleshooting faulty equipment
• Upselling additional lines of business
• Customer service

• Sales - Credit Cards
• Personal Loans
• Home Loans
• Overdraft Facilities
• Investment Accounts
• Personal Accounts
• Business Accounts

• Multi product Accounts
• Investment Current Accounts, Loan Accounts, Personal Accounts
• Ensuring compliance to the F.I.C.A Act by reviewing the quality documentation submitted through branch level

• Bookkeeping
• Delivering Products
• Customer Relations
• Customer Service
• Administration - General Filing