TULILE NTWASA
Midrand
Summary
Customer service professional with +8 years of experience in banking, telecommunications and insurance. Proven ability to manage KPIs and staff performance through continual guidance, direction, development and coaching. Responsible for developing rapport with the customer by handling difficult questions with professionalism and resolving escalation of complaints and troubleshooting. Achieved 90% in compliance by developing strategies and assessment that help improve adherence by team members. Proficient in Microsoft Tools and working on Excel spreadsheets. Conscientious Complaints Handler thriving under pressure to achieve tasks within strict deadlines. Identifies issues quickly to develop solutions in line with customer and business objectives. Builds quick rapport with clients and wider teams using excellent interpersonal skills.
Experienced with handling escalated complaints and resolving complex customer issues. Utilizes conflict resolution and critical thinking to address and mitigate concerns effectively. Track record of improving customer satisfaction and fostering positive outcomes.
Overview
11
11
years of professional experience
Work History
Complaints Specialist
Pineapple Tech
11.2023 - Current
- Enable continuous service improvements by sharing feedback and insight from RCAs with supervisors and business units for strategy and policy development.
- Acknowledge and respond to customers' concerns within set SLAs for compliance with company standards.
- Pinpoint personal development needs and work with supervisors to arrange training for professional and knowledgeable service delivery.
- Provide fair, accurate and timely results to meet the organization's regulatory obligations and deliver exceptional customer experiences.
- Engage customers directly to seek clarifications, obtain additional information, and follow up on services provided.
- Combed and analyze reports and data to identify emerging trends and issues depicting large-scale problems with company products or services for internal review.
- Contribute to RCA and internal feedback loops with frontline support and specialists to prevent future occurrences of similar issues.
- Escalate complex issues to senior staff for assistance in identifying problems and offering solutions for timely resolution.
- Research and resolve customer issues received via different channels for exceptional client experience.
- Determine and pinpoint opportunities for reducing complaints by sorting, categorizing and prioritizing concerns for timely handling.
- Keep detailed audit trails in company systems for various cases with clear notes and associated documentation to fast-track future investigations and resolutions.
- Assess complaints handling processes for bottlenecks and identify and implement changes for fast resolutions.
- Streamline complaint escalation and resolution processes by establishing and maintaining productive relationships with internal business units and partners.
- Participate in quality assurance audits, reviewing complaint files for compliance with company policies and regulatory requirements.
- Organize regular team meetings to discuss ongoing cases, share learnings, and strategize on best approaches for improved customer satisfaction.
- Share insights gleaned from escalated complaints with relevant departments, fostering a collaborative approach to continuous improvement efforts across the organization.
- Maintain detailed records of all escalated complaints, identifying trends and recommending improvements where necessary.
- Champion a customer-centric culture within the organization, leading by example through empathetic engagement with complainants and proactive problem-solving abilities.
- Implement regular feedback sessions with team members, promoting open communication and continuous improvement in complaint handling processes.
- Conduct root cause analysis of recurrent complaints, developing targeted strategies to prevent future occurrences.
- Collaborate with cross-functional teams to address systemic issues contributing to customer dissatisfaction.
- Optimize case management systems to track progress more accurately while improving the efficiency of complaint resolution workflows.
- Contribute to company reputation by consistently delivering exceptional service during challenging situations with dissatisfied customers.
- Reduce repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.
- Investigate and resolve customer inquiries and complaints quickly.
- Handling NFO Complaints: Investigate, assess, and resolve complaints where obligations have not been met, ensuring compliance with company policies and regulatory requirements.
- Case Investigation & Resolution: Gather relevant documents, call recordings, and other supporting evidence to determine the validity of the complaint.
- Compliance & Documentation: Ensure all complaint resolutions align with industry regulations (e.g., FAIS, TCF – Treating Customers Fairly) and maintain detailed records for audit purposes.
- Process Improvement: Identify trends in NFO complaints and recommend improvements to reduce future occurrences.
- Advising on Policy Adjustments: Work closely with policy teams to refine terms and conditions based on recurring complaints and compliance needs
Key Account Specialist
Pineapple Insurance
02.2023 - 11.2023
- Ensured that daily targets and measurements were met as set out by management
- Timeously attended to all customer queries, which can range from simple to more complex technical insurance questions, billing, or issues related to the App
- Considered each customer communication on merit in order to identify the issue, and came up with solutions
- Driven the resolution of processes that involve 3rd party service providers
- Liaised with other members of the Pineapple team in order to resolve issues, when necessary
- Addressed queries from my teammates with a sufficient amount of information to assist them in answering their queries.
- Maintained detailed records of all interactions with clients, ensuring seamless handoffs between team members during transitions or absences.
- Mentored junior team members on best practices in key account management, fostering a culture of continuous learning and growth within the organization.
- Strengthened key account relationships by consistently providing exceptional customer service and addressing client needs promptly.
- Developed strong rapport with key account contacts, fostering long-term partnerships and promoting retention.
- Monitored industry trends and competitive landscape, adjusting strategies accordingly to maintain a competitive edge in the market.
Financial Advisor
Metropolitan
02.2022 - 08.2022
- Engaged with prospective clients in order to highlight the features and benefits of various products based on their financial wellness needs in order to support and guide their decision-making process
- Adhered to compliance requirements in the sales process in line with legislative requirements
- Contributed to continuous innovation through the development, sharing and implementation of new ideas
- Provided input into the risk identification processes and communicated recommendations in the appropriate forum
- Identified solutions to enhance cost effectiveness and increase operational efficiency
- Provided regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
- Provided authoritative expertise and advice to clients and stakeholders.
Call Centre Agent
Vodacom
10.2020 - 03.2021
- Answered incoming calls and responded to customers' emails
- Managed and resolved customer complaints
- Worked closely with the quality assurance team by identifying trends and root causes for customer dissatisfaction
- Researched, identified, and resolved customer complaints using applicable software
- Documented all call information according to standard operating procedures
- Recognized, documented, and alerted the management team of trends in customer calls.
- 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.
Assistant Branch Manager
Capitec Bank
01.2014 - 01.2018
- On-boarded and trained new appointees, developing coaching strategies to better support them and assist the training department in identifying poor performance
- Ensured knowledge management, continuity, and team success through constructive participation in a diverse team and sharing knowledge with the team
- Actively improved team's performance and drove personal development, including continuously improving knowledge and skills for personal growth and development
- Kept up to date on new products and knowledge, ensured adherence to all processes and policies
- Responsible for carrying out policies and procedures, discipline, and effective complaint resolution
- Performed daily, weekly, and monthly reporting and discussed performance management actions to be taken with specific consultants and recommend coaching and development plans where relevant
- Participated and contributed to a culture of identifying and recommending improvements and changes that will facilitate and improve the client service experience; enhance cost effectiveness, increase operational efficiency, and reduce any risks or threats.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Collaborated with other departments within the bank to resolve complex issues efficiently, ensuring seamless service delivery to customers.
- Streamlined branch operations for increased efficiency through implementation of new processes and procedures.
- Led monthly team meetings focusing on progress updates, goal-setting sessions, best practices sharing and collaborative problem-solving.
Education
RE5 Certificate -
Moonstone
Johannesburg01.2020
National Diploma in Financial Information Systems -
Nelson Mandela University
Port ElizabethBusiness Development Programme -
PE Technikon
Johannesburg01.2002
Skills
- Problem solving
- Planning and organizing
- Coaching
- Business writing
- Administration
- Report writing
- Customer Resolution
- Time Management & Prioritization
- Delegation
- Excellent communication
- Attention to detail
- Conflict Resolution
- Technical Proficiency
- Regulatory Knowledge
- Quality Control
- Complaint analysis
- Company policy support
- Report generation
- Strong Investigative & Analytical Skills
Personal Information
Title: CUSTOMER SERVICE PROFESSIONAL
References
Available upon request
Timeline
Complaints Specialist
Pineapple Tech
11.2023 - Current
Key Account Specialist
Pineapple Insurance
02.2023 - 11.2023
Financial Advisor
Metropolitan
02.2022 - 08.2022
Call Centre Agent
Vodacom
10.2020 - 03.2021
Assistant Branch Manager
Capitec Bank
01.2014 - 01.2018
RE5 Certificate -
Moonstone
National Diploma in Financial Information Systems -
Nelson Mandela University
Business Development Programme -
PE Technikon
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