ZAMA MAGUDULELA
Protea North
Summary
Customer Service Consultant with expertise in client relations, query resolution, and adherence to company procedures for excellent service delivery. Committed to building strong client and stakeholder relationships. Holds an RE5 certification and has strengthened communication and problem-solving skills through professional development in Business Writing, Email & Telephone Etiquette, Emotional Intelligence, Time Management, and Critical Thinking. Passionate about providing exceptional customer service and contributing to a dynamic team.
Overview
15
15
years of professional experience
Work History
Customer Service Consultant
Sasfin Bank
Sandton
06.2022 - Current
- Engage with clients through various channels, including phone, live chat, and reception.
- Actively listen to client queries, resolve issues, or redirect them to the relevant department.
- Liaise with other departments to ensure effective query resolution.
- Escalate client queries when necessary or upon request.
- Maintain accurate records of client interactions.
- Follow up with clients to ensure satisfaction after query resolution.
- Provide daily reports to the Head of Client Services on interactions, including call statistics and outcomes.
- Assist with additional tasks to support the growth and development of the Group and Business Banking.
- Actively engage with team in client engagements to support team delivery and self development.
- I’ve worked closely with financial advisors to develop and maintain client portfolios, conducted in-depth reviews of investment products, and maintained detailed documentation to support regulatory requirements and informed decision-making. My role has required a strong understanding of wealth management principles, attention to detail, and a client-centric approach.
- Assisted clients with inquiries and product information to enhance service experience.
- Resolved customer complaints efficiently to maintain satisfaction and loyalty.
- Educated clients on banking products and services to promote informed decision-making.
- Managed account updates and transactions using internal banking systems accurately.
- Facilitated communication between departments to address client needs effectively.
- Implemented feedback mechanisms to gather client insights for service improvement.
- Trained new staff on customer service protocols and best practices for consistency.
- Maintained current knowledge of new products, services, promotions and other changes that may affect the customer experience.
- Analyzed customer feedback data to identify trends in sales or service performance levels.
- Adhered to company policies while providing excellent customer service.
- Demonstrated strong organizational skills by managing multiple tasks simultaneously under tight deadlines.
- Utilized various software applications such as CRMs and databases for tracking customer interactions.
- Identified potential opportunities for improvement within the organization.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Supported sales team members to drive growth and development.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Call Centre Agent
Webhelp
Park town
07.2017 - 04.2019
- Handle inbound customer calls while ensuring first call resolution.
- De-escalate situations with dissatisfied customers by providing prompt assistance and support.
- Guide clients in navigating the company website, using products or services, and troubleshooting common issues.
- Review and update customer accounts, providing information on billing, shipping, warranties, and account status.
- Process customer requests, including account changes, refunds, and escalations.
- Accurately document customer interactions and resolutions in the system.
- Liaise with internal departments to ensure effective query resolution and seamless customer service.
- Assist in training and mentoring new employees on customer service procedures and policies.
- Meet and exceed key performance indicators (KPIs) such as call handling time, customer satisfaction, and resolution rates.
- Adhere to company policies, compliance regulations, and quality assurance standards.
Write-Off Negotiator
Old Mutual
Johannesburg
08.2014 - 02.2015
- Company Overview: Old Mutual (Insurance)
- Load original registration documents received from various branches.
- Scan and process write-off documents efficiently.
- Manage a minimum of 100 write-off documents per week.
- Update all relevant systems accurately based on completed tasks.
- Liaise with HP companies to request original documentation.
- Finalize processes upon receiving registration documents from licensing.
- Resolve queries and handle customer complaints effectively.
- Ensure compliance with company policies and regulatory requirements.
- Maintain accurate records and documentation for auditing and reporting purposes.
- Old Mutual (Insurance)
Service Consultant
Standard bank
Balfour park
05.2010 - 05.2014
- Provide efficient and professional resolution to customer queries, ensuring a high level of customer satisfaction.
- Process the receipt of cheque cards, debit and credit cards, cheque books, bank cheques, and statements.
- Issue bank cheques, cheque books, and cards while accurately maintaining related reports and annotations.
- Assist customers in migrating to self-service banking channels, promoting digital adoption.
- Identify and generate leads to support business growth and customer engagement.
Education
RE5 (REGULATORY EXAMINATION) -
Moonstone
JohannesburgCERTIFICATE IN BANKING -
Milpark
JohannesburgMATRIC -
Lincoln heights secondary school
Skills
- Time management
- Emotional intelligence
- Communication and active listening
- Pro active
- Technical proficiency
- Attention to detail
- Critical Thinking
- Problem solving
- Customer relationship management
- Regulatory compliance
- CRM software utilization
- Client portfolio management
- Query resolution strategies
- Effective communication
- Conflict de-escalation
- Reporting and documentation
- Complaint handling
- Active listening
- Multitasking and organization
- Report preparation
- Opening and closing accounts
- Lead generation
- Customer service
References
- Neil Heslop, Customer service manager,neil.heslop@sasfin.com 0680862547
- Charmaine Buchanan, Team leader, Sasfin, Charmaine.buchanan, 0767478310
Personal Information
Nationality: South African
Gender: Female
Date of birth: 25 08 1987
Languages
Zulu
First Language
English
Proficient
C2
Timeline
Customer Service Consultant
Sasfin Bank
06.2022 - Current
Call Centre Agent
Webhelp
07.2017 - 04.2019
Write-Off Negotiator
Old Mutual
08.2014 - 02.2015
Service Consultant
Standard bank
05.2010 - 05.2014
RE5 (REGULATORY EXAMINATION) -
Moonstone
CERTIFICATE IN BANKING -
Milpark
MATRIC -
Lincoln heights secondary school