Siyabonga De Tuta
Priority Service Consultant
Johannesburg
Summary
With a proven track record at Rand Merchant Bank, I excel in customer relationship management and sales expertise, driving growth and enhancing client satisfaction. My leadership in complaint resolution and staff training underscores my professionalism and problem-solving abilities, contributing to significant achievements in service quality and team performance.
Hardworking employee enthusiastic about learning. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
14
14
years of professional experience
3
3
Language
Work History
Priority Service Consultant
Rand Merchant Bank
08.2015 - Current
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Provided information about service procedures and expected timelines.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Streamlined service processes for increased efficiency and improved customer experience.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Service and the primary point of contact for Priority Clients, delivering personalised and expedited service through various client communication channels.
- Prioritise incoming inquires and requests from Priority Clients, ensuring swift resolution and timely responses.
- Anticipate client needs and proactively address potential issues or concerns.
- Proactively identify opportunities to cross-sell or upsell based on client needs and preferences.
- Liaise with internal stakeholders, including product specialists and relationship managers to expedite solutions and ensure seamless client experiences.
- Advocate for Priority Clients within the organisation, escalating issues and advocating for solutions that align with client expectations and company policies
- Monitor SLAs and performance metrics to track response times and service quality, identifying opportunities for improvement.
- Conduct regular check-ins with Priority Clients to gather feedback, address concerns and identify opportunities to enhance the client experience
- Collaborate with cross-functional teams to streamline processes, eliminate bottlenecks, and optimise efficiency in serving priority clients
- Stay informed about industry trends, market developments to anticipate client needs and recommend relevant solutions
- Handle escalations from other client service representatives, providing guidance and support to ensure timely resolution and client satisfaction
- Document client interactions, inquiries, and resolutions accurately in the relevant system, maintaining comprehensive records for future reference and analysis
- Participate in training and development programmes to enhance product knowledge, communication skills and service delivery capabilities
Call Centre Team Leader
Rand Merchant Bank
01.2011 - 07.2015
- Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
- Championed process improvements within the team, streamlining workflows and increasing overall efficiency.
- Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
- Assisted with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
- Prioritized team and individual goals to effectively achieve business objectives.
- Assisted in training, motivating and coaching team members to meet required center goals.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively while maintaining excellent attention to detail.
- Ensured compliance with company policies and industry regulations through diligent oversight of daily call center operations.
- Improved customer satisfaction ratings by consistently providing high-quality support and addressing customer concerns in a timely manner.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Managed scheduling and shift rotations, ensuring adequate staffing levels to maintain optimal call center performance.
- Promoted a culture of continuous learning, providing ongoing training opportunities and resources for call center team members.
- Conducted periodic surveys with customers and potential customers to increase quality.
- Leveraged advanced problem-solving skills to address customer inquiries quickly and effectively, leading to increased satisfaction rates.
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
- Reduced employee turnover rates through effective coaching techniques and ongoing support for team member success.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
Education
Certificate in International Cash Management - Cash Management
Association of Corporate Treasurers
International 04.2001 -
Diploma in Marketing - Marketing Management
Institute of Marketing Management
Johannesburg, South Africa 04.2001 -
Skills
Sales expertise
Timeline
Priority Service Consultant
Rand Merchant Bank
08.2015 - Current
Call Centre Team Leader
Rand Merchant Bank
01.2011 - 07.2015
Certificate in International Cash Management - Cash Management
Association of Corporate Treasurers
04.2001 -
Diploma in Marketing - Marketing Management
Institute of Marketing Management
04.2001 -
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