Xolani Sithole
Sales Consultant
Johannesburg
Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking 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.
Overview
19
19
years of professional experience
1
1
year of post-secondary education
Work History
Service Consultant
Capitec Bank
Johannesburg
04.2009 - Current
- Maintained high customer satisfaction standards to meet or exceed targets.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Suggested additional services to customers in order to meet upsell goals.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Call Centre Agent
MTN
Johannesburg
08.2008 - 03.2009
- Recognized and documented trends in customer calls to facilitate process improvements.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Escalated complex matters to management to request information or appropriate action to resolve.
- Attended training to stay up to date with new products and service offerings.
- Monitored call volume, call length and other related metrics and consistently met objectives.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
Call Centre Agent
Cell C
Durban
03.2006 - 01.2008
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Escalated complex matters to management to request information or appropriate action to resolve.
- Attended training to stay up to date with new products and service offerings.
- Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
- Monitored call volume, call length and other related metrics and consistently met objectives.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
Senior Consultant
South African Post Office
Durban
04.2004 - 02.2006
- Monitored and managed staff performance to attain target metrics both individually and team unit.
- Upsold postal services like insurance and tracking.
- Sorted mail according to size, shape and destination.
- Monitored inventory of postage stamps and made orders to replenish.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Used computer systems to track packages and update client information.
- Utilized customer service skills to provide exceptional service for repeat clientele.
- Added accurate data entry into computer system to complete transactions.
Education
Further Education And Training Certificate In Bank - Banking And Financial Support Services
Cornerstone
Johannesburg 11.2018 - 09.2019
Skills
Schedule Management
Sales expertise
Telemarketing expertise
Cash Handling
Customer Relations
Complaint resolution
Client rapport
Service standard compliance
Key holder experience
Strategic sales knowledge
Report preparation
Timeline
Further Education And Training Certificate In Bank - Banking And Financial Support Services
Cornerstone
11.2018 - 09.2019
Service Consultant
Capitec Bank
04.2009 - Current
Call Centre Agent
MTN
08.2008 - 03.2009
Call Centre Agent
Cell C
03.2006 - 01.2008
Senior Consultant
South African Post Office
04.2004 - 02.2006