TUMELO BOPAPE
Midrand
Summary
Energetic and performance-driven Customer Service Representative with 9 years of experience improving customer satisfaction, and successfully defusing the toughest clients. Excellent
communication and interpersonal skills and the ability to respectfully interface with executives
from various departments and divisions.
Overview
12
12
years of professional experience
Work History
Billing/Accounts Collection Consultant
Lancet laboratories
Auckland Park
01.2021 - Current
- Receives and make customer contacts, ensuring customer satisfaction at all times.
- Telephonic Collections on delinquent /out of order accounts, obtaining a PTP for the required amount due.
- To ensure that all claims submitted to the various medical funds are either paid or rejected within the claiming period.
- Provide customers with product and service information (Accounts and results).
- Checks and edits data for resubmission of claims to medical aid.(ICD10 codes, Histology reports)
- Checks and edits data for resubmission of claims to medical aid.
Universal Banker
Standard Bank
Johannesburg
01.2015 - 05.2019
- To deliver Quality Service on every incoming call to customer.
- To stop and Order replacement credit / debit cards upon customer request.
- Resolve clients queries as first call resolutions.
- Ensures that all new service requests (queries and complaints)are logged correctly, as either a 'first contact resolution' or 'non First contact resolution' as appropriate
- Meet daily SLA target at the end of business day
- Avoiding errors which can result in losses to the bank
- To Identity sales opportunities on customer profiles ,such as loans, credit card, savings and investments and insurance products
- Assist customer with KYC documentation submission
- Engages with customers in order to understand what matters to them.
Call Centre Technical support
Cell c
Johannesburg
01.2013 - 01.2015
- Quality Service Delivery on every incoming call and outbound call to customer
- Guide customers through Trouble-shooting uninstalling/reinstalling basic software's
- Support and provide superior service via phones, e mails as a receiver and caller
- Explain how GPRS ,4G ,wireless connectivity works
- Respond to customer queries and provide first call resolution
- Advise of all self service channels to check balances
- Log all technical faults of cell phone towers
- Respond to customer queries and provide first call resolution.
Enquiries Consultant
Standard Bank
Vereeniging
01.2012 - 01.2013
- Performing services for customers such as ordering bank cards as well as checking,receiving and verifying loan payments
- Build relationships, earn trust and buy-in from customers in order to get referral business and retain customer loyalty
- Initiating and opening new accounts (which included explaining, advising on and promoting bank products and services to customers)
- Action active sales lead from branch
- Attempting to resolve issues and problems with customers' accounts
- Orders replacement credit / debit cards from Card Division upon customer request
- To answer, screen and forward calls from the telephone switchboard
- Greet visitors as per appointment schedules and issue visitors' pass as per established procedures
- Assists With Foreign exchange queries
- To provide information, taking messages and scheduling appointments.
Education
Higher National Certificate - undefined
General Smuts High School
Higher National Certificate - undefined
UNISA
Skills
Customer service
Personal Information
Driving License: Code B
References
- Donlad Mphela, Lancet laboratories, 0747758491, Maphuti.Mphela@lancet.co.za
- Jasmin Shongwe, Standardbank, 0728753885, Jasmin.Shongwe@standardbank.co.za
Timeline
Billing/Accounts Collection Consultant
Lancet laboratories
01.2021 - Current
Universal Banker
Standard Bank
01.2015 - 05.2019
Call Centre Technical support
Cell c
01.2013 - 01.2015
Enquiries Consultant
Standard Bank
01.2012 - 01.2013
Higher National Certificate - undefined
General Smuts High School
Higher National Certificate - undefined
UNISA
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