A diligent and qualified Business Team leader, Sales, and Service Administrator with 10 years of industry experience in the South African banking sector. Skilled in sales of financial products and offer above benchmark customer service to clients. I possess quality planning and organizing skills and unmatched consistency in performing my duties. I work well in a team and alone.
Hi, I’m
Vivien Moshapho
Johannesburg
Summary
Overview
15
years of professional experience
Work History
FNB CommercialJohannesburg
TEAM LEADER
11.2020 - 01.2025
Job overview
- Running a team of Outbound Business Advisors
- Cross-sell and Upsell to our Business clients
- Required to manage Service Level Agreement (SLA).
- Provide high level of performance to Business
- Manage outbound leads queue, which is generated daily, weekly and monthly.
- Required to keep management up to date with the statistics of the area and report to them.
- Train staff in products, systems, call handing and sales skills.
- Maximize Business Portfolio cross sell opportunities and strengthen client relationships
- Contact prospective clients and sell appropriate banking products to achieve sales targets (i.e., Credit, investments, fleet services, merchant services)
- Maintenance of expert knowledge on specific products, pricing, application procedure, processing, and timelines to drive and achieve relevant sales targets.
- Manage existing clients and grow portfolio through telephonic contact and generating leads
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Developed strategies for problem solving and conflict resolution among team members.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Created training materials and conducted group trainings on new processes or procedures.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
FNB Commercial
Outbound Business Advisor
06.2018 - 10.2020
Job overview
- Maintained knowledge of current product offerings and pricing structures.
- Identified new business opportunities by analyzing market trends and competitor activities.
- Met regularly with team members to discuss progress towards goals.
- Generated leads through cold calling, networking events, referrals.
- Negotiated contracts with customers to close deals in a timely manner.
- Developed and maintained relationships with clients to ensure repeat business.
- Managed accounts by providing solutions that best fit the customer's needs.
- Attended industry trade shows to promote company products and services.
- Developed and implemented sales strategies to achieve revenue goals.
- Responded promptly to customer inquiries via phone or email.
- Conducted market research to identify selling possibilities and evaluate customer needs.
FNB Retail Sales and Service
SALES AND SERVICE CONSULTANT
08.2015 - 05.2018
Job overview
- Sales of Debt Protection and Life Cover
- Customer service
- Client retention
- Account development
- Customer Relationship Management
- Make targets set by the business unit
African Bank
SALES CONSULTANT
07.2014 - 02.2015
Job overview
- Sales (financial products)
- Customer service and queries
- Client retention and client base growth
- Customer Relationship Management
Absa Bank
SALES CONSULTANT
08.2009 - 02.2013
Job overview
- Sales (business loans)
- Determine the willingness and ability to repay (on site)
- Client retention and portfolio growth
- Collections of instalments
- Customer Relationship Management
Education
Financial Markets & Instruments
NQF Level 6
01.2023
University Overview
Banking Regulatory Exam
01.2015
University Overview
Financial management
NQF Level 5 Certificate
University Overview
Skills
- Team management
- Sales strategy
- Customer relationship management
- Service level agreement management
- Lead generation
- Conflict resolution
- Employee training
- Performance monitoring
- Market analysis
- Analyze reports
- Negotiation skills
- Interpersonal and negotiation skills
- Problem-solving skills
- Organization and time management skills
Timeline
TEAM LEADER
FNB Commercial
11.2020 - 01.2025
Outbound Business Advisor
FNB Commercial
06.2018 - 10.2020
SALES AND SERVICE CONSULTANT
FNB Retail Sales and Service
08.2015 - 05.2018
SALES CONSULTANT
African Bank
07.2014 - 02.2015
SALES CONSULTANT
Absa Bank
08.2009 - 02.2013
Financial Markets & Instruments
NQF Level 6
Banking Regulatory Exam
Financial management
NQF Level 5 Certificate
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