Unathi Moyo
Customer Service Specialist
Midrand
Summary
Knowledgeable and dedicated customer service professional with extensive experience in financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Customer Service Representative
Momentum Metropolitan
2015.02 - Current
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Maintained up-to-date knowledge of product and service changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Provided primary customer support to internal and external customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Bank Teller
Capitec Bank
2011.02 - 2015.01
- Counted and packaged currency and coins.
- Disbursed cash and cheques accurately while maintaining security of cash drawers.
- Referred customers to other banking departments for specialized services.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Assisted customers with compromised debit cards and issued new credentials.
- Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Processed customer transactions promptly, minimizing wait times.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed applications for new accounts.
- Handled various accounting transactions.
Debt Collector
MBD Attorneys
2008.01 - 2010.01
- Enhanced client relationships by providing regular updates on account status and diligently adhering to communication guidelines.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Generated and distributed monthly customer statements.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Adapted quickly to changes in industry regulations, incorporating new requirements into daily workflow without compromising productivity or results.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Collected on delinquent accounts to reduce overdue balances.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Education
DIPLOMA - NATIONAL DIPLOMA MARKETING
UNISA
PRETORIA 2001.04 -
Skills
Service standard compliance
undefinedTimeline
Customer Service Representative
Momentum Metropolitan
2015.02 - Current
Bank Teller
Capitec Bank
2011.02 - 2015.01
Debt Collector
MBD Attorneys
2008.01 - 2010.01
DIPLOMA - NATIONAL DIPLOMA MARKETING
UNISA
2001.04 -
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