Zakee Sithole

• Lead customer service initiatives by managing both inbound and outbound calls, resolving customer queries promptly, and ensuring consistently high levels of satisfaction.
• Drive operational efficiency by escalating complex technical issues to field technicians, significantly reducing resolution times, and improving service delivery.
• Provide critical support for ATM and merchant acquiring services, ensuring seamless operations, quick issue resolution, and minimal downtime.
• Spearhead call logging and resolution processes, maintaining high standards of record accuracy and ensuring timely responses to customer needs.
• Streamline branch operations by proactively sending statements and resolving client queries, enhancing overall service efficiency.
• Contribute to business growth by identifying and escalating new business leads to the sales department, fostering potential client relationships.
• Achieve high client retention by effectively addressing concerns and persuading clients to maintain accounts, thereby reducing account closures.
• Manage reporting duties by compiling detailed spreadsheets and work reports, optimizing departmental performance tracking and decision-making processes.

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• Delivered exceptional customer service by handling complaints with professionalism, resolving issues efficiently, and ensuring customer retention.
• Worked collaboratively with team members to meet and exceed departmental targets, contributing to overall company success.
• Implemented best practices in call handling and service delivery, improving both customer experience and team productivity.
• Championed quality assurance initiatives, ensuring adherence to industry standards and best practices.

• Manage collections and made outbound calls , ensuring effective communication and customer service on retail accounts.
• Handled client queries and complaints, providing solutions and maintaining high levels of customer satisfaction.
• Collaborated with team members to achieve departmental goals and improve service delivery.
• ( Call Centre Environment)
• Key Functions & Achievements: Collections on 1 month in arrears accounts and making payment arrangements.

• Drove maximum sales profitability by identifying and securing advertising space (walls and billboards), resulting in increased visibility for the company's products.
• Contributed to significant growth and account penetration by cultivating relationships with existing and prospective clients, enhancing customer loyalty, and expanding market reach.
• Coordinated cross-functional efforts between sales, marketing, accounting, logistics, and technical teams to deliver seamless service and meet client needs.
• Conducted in-depth market analysis, evaluating territory potential and assessing the value of existing and prospective customers, driving strategic decision-making.
• Stayed up-to-date on product applications, market conditions, competitors, and promotional trends to maintain a competitive edge.
• Represented the company at trade shows and conventions, enhancing brand presence and generating new business opportunities.
• Key Functions & Achievements:

• Conducted field research through a variety of methods, including face-to-face interviews, mystery shopping, and customer intercepts at outlets, contributing to valuable consumer insights.
• Managed venue jobs such as product tastings, promoting effective engagement with participants and enhancing data accuracy.
• Recruited participants for group discussions, ensuring a diverse pool of respondents to support comprehensive research outcomes.
• Coordinated and executed promotional activities at outlets, driving brand awareness and gathering essential customer feedback for market analysis.
• Collaborated with research teams to collect, analyse, and report data, ensuring accurate insights that informed marketing and business strategies.
• Key Functions & Achievements:

• Successfully handled inbound and outbound calls to confirm client details and provide tailored financial solutions.
• Acted as a Sales & Marketing Consultant, driving the sales of medical aids, provident funds, and life covers, contributing to increased revenue generation.
• Identified and serviced a diverse client base, building lasting relationships and addressing individual financial needs.
• Collaborated effectively with other departments to trace and follow up with clients, ensuring accurate records and seamless service delivery.
• Consistently exceeded sales targets, contributing to the overall success and growth of the agency before its closure due to economic recession.
• (Financial Management Development Agency)
• Key Functions & Achievements:

• Handled inbound and outbound calls, providing customer service and managing collections on bad debt accounts.
• Negotiated payment settlements with clients, offering debt counselling and arranging manageable repayment plans.
• Processed insurance claims and ensured smooth handover of accounts to attorneys for legal action when necessary.
• Maintained accurate records and managed administrative tasks using MS Office (Word, Excel), including typing, filing, and faxing.
• (Call Center Environment)
• Key Functions & Achievements:

• Managed inbound and outbound calls, confirming client details and addressing account arrears (1-6 months) in a high-volume call center environment.
• Led collections efforts for overdue accounts, negotiating payment plans and providing debt counseling to clients.
• Prepared court order letters and liaised with internal departments for client tracing and accurate account information.
• Collaborated with other departments to ensure smooth transitions for clients requiring further legal action.
• (Bank Seta Learnership)
• Key Functions & Achievements:

• Coordinated field work, managed equipment, and oversaw crew hiring for shoots, ensuring smooth production operations.
• Drove innovation in production processes, liaising with various companies to enhance competitiveness and communication within the team.
• Key Functions & Achievements:

• Managed stock control, ensuring accurate inventory and timely replenishment.
• Handled till management and cash-ups, ensuring accuracy in financial transactions.
• Oversaw the opening and closing of the store, maintaining operational efficiency.
• Led and supervised staff, fostering a productive and positive work environment.
• Key Functions & Achievements: