Vusisizwe Dubula
Client Support Specialist
Cape Town
Summary
Proven Client Support Specialist with a track record of enhancing customer satisfaction and retention for Sanlam. Skilled in Microsoft Office and adept at building strong client relationships through empathy and effective communication. Successfully led initiatives to streamline support processes, achieving a significant reduction in customer complaints. Accomplished Client Support offering 10 years of client relationship management and sales strategy expertise. Dedicated to identifying customer needs to recommend products and services, driving revenue and fostering client loyalty. Accurate and clear when answering customer questions. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Financial Service 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
16
16
years of professional experience
Work History
Client Support Specialist
Sanlam
03.2021 - 08.2024
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Interacted with team members across departments to research and resolve customer issues.
- Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
- Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Contributed to team success by sharing best practices and collaborating on challenging cases with colleagues.
- Increased customer loyalty through personalized follow-up communications after successful issue resolution.
- Expanded product knowledge by participating in ongoing training sessions and staying informed on industry updates.
- Conducted case management activities and services with multidisciplinary team.
- Fostered an inclusive and supportive team environment by offering assistance to colleagues when needed, leading to increased overall performance.
- Led development of client support knowledge base, enhancing team's ability to resolve issues quickly and accurately.
- Strengthened client trust and confidence by providing personalized support solutions tailored to individual needs and challenges.
- Optimized client onboarding processes, ensuring smooth and welcoming experience for new clients.
- Enhanced product knowledge among team members, conducting regular training sessions on new features and updates.
- Facilitated significant reduction in customer complaints by implementing more effective communication channels and feedback mechanisms.
- Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to common client challenges.
- Increased customer retention, closely monitoring client feedback and making necessary adjustments to service strategies.
- Enhanced client satisfaction by addressing and resolving support issues in a timely manner.
- Cultivated supportive team environment, recognizing and celebrating team achievements and individual contributions to client success.
- Streamlined internal communication between support and development teams, leading to quicker resolution of technical issues.
- Developed and maintained strong client relationships, leading to increased loyalty and repeat business.
- Improved client satisfaction scores by addressing and resolving customer inquiries promptly and professionally.
- Maintained detailed documentation on client interactions, identifying trends and areas for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Retirement Fund Web Administrator
Sanlam Head Office Bellville
07.2014 - 03.2021
- Managed multiple projects simultaneously while adhering to strict deadlines, prioritizing tasks effectively based on urgency and importance.
- Implemented version control systems to track changes in codebase efficiently, facilitating seamless collaboration between team members.
- Streamlined content management processes to improve efficiency and increase web traffic.
- Developed custom modules, plugins, and themes to meet unique client requirements, resulting in improved user experiences.
- Optimized database structures for better query performance which resulted in faster page load times.
- Provided technical support and troubleshooting assistance for web-related issues, resolving problems quickly and efficiently.
- Oversaw domain registration and hosting services for clients'' websites, ensuring reliable uptime and performance standards were met consistently.
- Conducted regular audits of website performance metrics, identifying areas for improvement and making necessary adjustments.
- Optimized website loading times with efficient code refactoring, reducing bounce rates and improving overall user satisfaction.
- Integrated third-party applications into existing web infrastructure to enhance functionality and streamline operations.
- Collaborated with cross-functional teams to design and develop responsive websites, ensuring optimal performance on all devices.
- Trained support staff in site implementation, updating and maintenance procedures.
Human Resources Assistant
Tellumat
01.2013 - 02.2014
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Developed strong relationships with employees through consistent communication and support, leading to increased retention rates.
- Coordinated employee training programs to promote professional development and skill enhancement.
- Supported HR Manager in strategic planning sessions focused on organizational development and growth.
- Organized new employee orientation schedules for new hires.
- Played a key role in conflict resolution efforts, resulting in improved workplace harmony.
- Provided assistance during annual performance review processes, collecting data to help inform evaluations and goal setting initiatives.
- Enhanced onboarding experience for new hires by creating comprehensive orientation materials and training programs.
- Facilitated open lines of communication between management and staff, fostering a positive work environment.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Maintained compliance with federal and state labor laws by conducting regular audits of HR practices and documentation.
- Organized team-building events, boosting morale and fostering collaborative work environment.
Data Capturer
Media 24
06.2011 - 12.2012
- Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities.
- Maintained strict confidentiality while handling sensitive client information and records.
- Corrected data entry errors to prevent duplication or data degradation.
- Verified accuracy and validity of data entered in databases
- Entered client information into databases quickly and with minimal errors.
- Scanned documents and saved in database to keep records of essential organizational information.
- Obtained scanned records and uploaded into database.
- Enhanced data accuracy by meticulously entering and verifying information in various databases.
- Ensured timely completion of assigned tasks, maintaining a high level of professionalism under pressure and tight deadlines.
- Provided exceptional customer service when responding to inquiries related to captured data or other relevant issues.
- Maintained files, records, and chronologies of entry activities.
- Reduced manual input errors with thorough proofreading and attention to detail in all data entries.
- Collaborated with team members to complete large-scale data capture projects on time and within budget constraints.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Implemented data quality control measures, ensuring accurate and reliable information for decision-making processes.
- Demonstrated a consistent track record of reliability and accountability, earning the trust and respect of both supervisors and peers.
Liquor License Administrator
Western Cape Liquor Board
03.2008 - 12.2008
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Maintained personnel records and updated internal databases to support document management.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Developed comprehensive filing system that significantly improved document retrieval times.
- Developed and maintained up-to-date database of contacts, facilitating quick and efficient communication.
- Streamlined invoice processing, reducing average payment turnaround time.
- Collected, arranged, and input information into database system.
Education
National Diploma - Public Management And Law
Cape Peninsula University of Technology
Bellville, South Africa 04.2001 -
Skills
Empathy and patience
Strong Work Ethic
Client Relationship Building
Client rapport building
Interpersonal and written communication
Microsoft Office
Problem-Solving
Customer service excellence
Time Management
Excellent Communication
Effective Communication
Professionalism
Languages
Xhosa
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Interests
Sports
Reading books
Running
Timeline
Client Support Specialist
Sanlam
03.2021 - 08.2024
Retirement Fund Web Administrator
Sanlam Head Office Bellville
07.2014 - 03.2021
Human Resources Assistant
Tellumat
01.2013 - 02.2014
Data Capturer
Media 24
06.2011 - 12.2012
Liquor License Administrator
Western Cape Liquor Board
03.2008 - 12.2008
National Diploma - Public Management And Law
Cape Peninsula University of Technology
04.2001 -
Similar Profiles
Nobuhle Rose MananaNobuhle Rose Manana
Credit Controller at SanlamCredit Controller at Sanlam
Mbalentle Olga GebasheMbalentle Olga Gebashe
Client Service Branch Consultant at SanlamClient Service Branch Consultant at Sanlam
Sharfaa WeberSharfaa Weber
Loan Specialist at SanlamLoan Specialist at Sanlam