Thozama Qoqa
Senior Specialist Home Loan Consultant
Durban
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Self-directed with adaptability to meet changing operational needs. Energetic and resourceful professional proficient in program management and team leadership. Innate sales abilities and customer service skills. Hardworking individual with skills in word processing, time management and scheduling. Analytical problem-solver comfortable working in fast-paced environments with minimal oversight. Excellent skills in HRIS systems and file management systems.
Overview
15
15
years of professional experience
Work History
Senior Specialist Home Loan Consultant
Absa
Durban
09.2015 - Current
- Increased customer satisfaction by 50% through effective resolving of issues.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Handled more than 20 calls per day to address customer inquiries and concerns on bonds in arrears.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Led projects and analyzed data to identify opportunities for improvement.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
Branch Manager
Absa
Mkuze, Jozini and New Germany
02.2010 - 08.2015
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
- Launched new training program to boost employee skills and staff retention rate.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Assessed employee performance and developed improvement plans.
- Identified partnership opportunities and established favorable business connections.
- Engaged employees in business processes with positive motivational techniques.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Generated financial and operational reports to assist management with business strategy.
- Resolved various issues impacting sales management and business operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Gathered and reviewed customer feedback to improve operations.
Area Sales Manager
Absa
Durban Zone 2
02.2013 - 08.2013
- Hired, trained and managed sales staff and administered and implemented compensation plan to support area sales goals.
- Collaborated with vendors and built effective partnerships devoted to capitalizing on emerging and sustainable sales opportunities.
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory.
- Managed and motivated sales team to increase revenue .
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Executed proven strategies to hit sales quota and help company achieve goals.
- Exceeded targets by building, directing and motivating high-performing sales team.
- Reported sales activity, generated sales quotations and proposals and maintained customer contact database to achieve sales objectives and quota.
- Accompanied sales reps in field for ride-alongs to teach, observe and work one-on-one.
- Built lasting relationships with clients through outstanding customer service interactions.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
Branch Administrator
Absa
Pongola
02.2008 - 02.2010
- To act as primary coordinator for all administrative activities including key responsibilities in line with supporting Branch Manager in daily operations in branch.
- To effectively action management/control listings and reports based on their frequencies.
- Proactively manage key General Ledger accounts including investigation, rectification of unauthorized/incorrect entries and monthly reconciliation.
- Control allocation/maintenance and review of functional and operational mandates.
- Attest to key risk/management controls.
- Manage CCP, action line complaints inclusive of trading and non-trading losses.
- Act as entry point for all 3rd Party Vendors inclusive of tracking and managing of all service calls logged.
- Performed on-boarding of new employees/transfers and resignations.
- Manage and co-ordinate compliance training, scheduling of training and resource planning.
Education
Bachelor of Commerce in Human Resource Management - Human Resources Management
Mancosa
Durban 07.2022 - Current
No Degree - Commerce
Dlangezwa High School
KwaDlangezwa 04.2001 -
No Degree - Accounting
National Diploma in Accounting
Mangosuthu University 04.2001 -
Skills
Business development expertise
undefinedAccomplishments
- Improved employee satisfaction and reduced turnover.
- Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
- Repeatedly received recognition from superiors for excellence in service.
- In 2012 was enrolled to a UK Programme for Branch Managers
- in 2014 New Germany branch won R10 000 on sales Champion Creativity
- In 2015 one of my team members won R40 000 as a service hero
Timeline
Bachelor of Commerce in Human Resource Management - Human Resources Management
Mancosa
07.2022 - Current
Senior Specialist Home Loan Consultant
Absa
09.2015 - Current
Area Sales Manager
Absa
02.2013 - 08.2013
Branch Manager
Absa
02.2010 - 08.2015
Branch Administrator
Absa
02.2008 - 02.2010
No Degree - Commerce
Dlangezwa High School
04.2001 -
No Degree - Accounting
National Diploma in Accounting
04.2001 -
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