Tsienyane Audrey A Sebuelo
Manager: Complaints Manager (Client Experience)
Krugersdorp
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
Work History
Manager
Standard Bank Complaint Resolution Centre
Johannesburg
01.2021 - 09.2024
- I lead a team of 9 Consultants for the successful resolution of escalated customer complaints received in the Complaints Resolution Centre.
- Complaints are received from different channels namely, website, social media, Hello Peter, inbound calls, email, Executive office and the National Financial Ombud.
- Deal complaints regarding all banks products.
- Deal complaints from Fraud, Deceased estates, Collections, General banking and Secured lending business areas.
- To restore customer satisfaction and trust in the bank, retain customers and minimise reputational risk.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Launched quality assurance practices for each phase of development
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Systems used: Salesforce CRM, PowerBi, Microsoft office, Dashboards, Quality Assurance portal.
Banker
Standard Bank Complaint Resolution Centre Division
Johannesburg, South Africa
01.2013 - 12.2020
- To resolve escalated customer complaints and restore, improve, and ensure a consistent and predictable branded service recovery experience to retain customers and to minimise reputational risk
- To engage customers on their preferred channel of communication
- To ensure that complaints are understood and appropriately resolved according to the complaint's management and internal dispute resolution processes (for personal and business customers).
Collections Agent
Standard Bank
Johannesburg, South Africa
02.2008 - 12.2012
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Assisted with credit bureau updates once customers have concluded an arrangement and settled the account.
Call Center Representative
Carphone Warehouse (UK Based Company)
Bryanston, South Africa
01.2007 - 12.2007
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Assisted customers with connections to the internet through troubleshooting.
- Assisted with sending the statements and explaining the transactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Education
Bachelor of Commerce in Management Marketing -
Boston City Campus and Business College
2023
Comprehensive Programming Certificate -
Computer Training Institute
2006
National Senior Certificate -
Town View High School
2004
Skills
Stakeholder engagement
Personal Information
ID Number: 8608100295080
Marital status: Married
Race: African
Awards
- Team Leader training certificate from the Standard Bank Global Leadership Centre 2011
- Credit Operations Top achieving candidate 2012
- Mark of excellence nominee for Continuous Improvement 2015
- Innovators and Problem Solver Award at the Mark of Excellence ceremony 2018
- Mark of Excellence winner 2020
References
Helene Strimling, 071 364 9050
Selvi Ahmed 083 713 1469
Languages
English
Advanced (C1)
Setswana
Upper intermediate (B2)
Zulu
Upper intermediate (B2)
Timeline
Manager
Standard Bank Complaint Resolution Centre
01.2021 - 09.2024
Banker
Standard Bank Complaint Resolution Centre Division
01.2013 - 12.2020
Collections Agent
Standard Bank
02.2008 - 12.2012
Call Center Representative
Carphone Warehouse (UK Based Company)
01.2007 - 12.2007
Bachelor of Commerce in Management Marketing -
Boston City Campus and Business College
Comprehensive Programming Certificate -
Computer Training Institute
National Senior Certificate -
Town View High School
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