Summary
Overview
Work History
Education
Skills
LANGUAGE PROFICIENCY
References
Timeline
Generic
Zamambo Mkhize

Zamambo Mkhize

Johannesburg

Summary

Managerial professional with proven record of streamlining processes and leading high-performing teams. An expertise in managing customer service operations and leading teams to deliver exceptional service solutions. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.

Proven track record in achieving high customer satisfaction ratings, reducing operating costs and improving service delivery efficiency. Skilled in developing and implementing customer service policies and procedures, coaching and mentoring staff and analyzing performance metrics to make necessary adjustments. Committed to providing quality service and fostering a positive team environment.

Overview

12
12
years of professional experience

Work History

Service Centre Manager (Operations)

Absa Bank (Absa Life Contact Centre)
06.2022 - Current
  • Ensure customers are served in accordance with Absa Life SLA’s by consolidating real time, daily, weekly performance and metrics of all service center agents.
  • Identify and partake in Initiatives.
  • Team Development: providing improvement measures by up skilling to ensure end to end service is completed by all service agents, coaching, mentoring & personal development.
  • Delegation of tasks.
  • Managing Daily Operational Requirements.
  • Handle Customers Complaints and Compliance.
  • Leading the team by reporting, quality assurance and performance.
  • Team planning, meetings, lines and queues.
  • Maintain a good working relationship with the claims department to ensure claim processes run smooth and effectively and we can quickly identify areas of improvement that will assist the Service Centre in providing exceptional customer service.

Customer Service Consultant

Absa Bank (Policy Holder Services Consultant)
08.2015 - 05.2022
  • Handling inbound customer call enquiries.
  • Providing policy information to clients and brokers.
  • Providing claim process information to customers.
  • Amending policy details, from information of members, banking instructions, retentions and cancellations and making adhoc arrangements.
  • Managing Daily Operational Requirements
  • Maintain Quality Standards
  • Handle Customer Complaints and Compliance
  • 2ic duties: effective 2018 till present
  • Assisting with mangers responsibilities
  • Assisting with worklist to avoid escalations in Manager’s queue
  • Assisting with CCP (Customers complaints from action line)
  • Assisting in team manual refund and loss events
  • Updating of team stats/performance on a monthly basis
  • Hosting buzz session/meeting to update team members with any new business processes, building high team moral, training and staff development and having positive work spirit and environment
  • Assisting with Call Recording request & Report for the team on a monthly basis
  • Facilitator/ Trainer: effective March 2020
  • Delivering training:
  • Training All new intake for the Absa Life call centre and call centre back-office support in products and systems
  • Provide refresher training for Absa Life service centre staff
  • Lesson planning
  • Keep track of attendance
  • All training done remotely
  • Provide a report on how training was executed and any recommendation for a better training plan afterwards.

Service provider as a sales consultant

FNB (First National Bank)
05.2013 - 04.2015
  • Sales agent.
  • MVNO Pilot team-The launch of FNB first mobile network sim card November 2014-April 2015.
  • Second in charge if the team leader was not present.
  • Cell C Prepaid Pilot Team member.
  • Main responsibility is to make sales by properly understanding of the product/services. Being the middleman between FNBSP and other network providers companies and clients, promoting the products and services and building long-term commercial relationships.

Education

Diploma - Accounting Sciences

University of South Africa
12-2025

National Certificate in General Management Level -

Services Sector Education And Training Authority
08-2023

Bachelor of Commerce - MAJOR: Compliance And Risk Management

Milpark Education
12-2028

Skills

  • Leadership & Management
  • Operation Planning
  • Customer Service Excellence
  • Problem solving
  • Communication skills
  • Customer Relationship Management (CRM)
  • Salesforce
  • Coupa
  • Microsoft Dynamics
  • Agile Scrum
  • Adaptability

LANGUAGE PROFICIENCY

English
isiZulu
isiXhosa
Tswana

References

Alexe, Beharie, Senior Manager Operations, (076) 791 6354, (011) 846 9725, Absa bank (Absa Life Contact Centre), Person to contact: Mrs. Alexe Beharie

Timeline

Service Centre Manager (Operations)

Absa Bank (Absa Life Contact Centre)
06.2022 - Current

Customer Service Consultant

Absa Bank (Policy Holder Services Consultant)
08.2015 - 05.2022

Service provider as a sales consultant

FNB (First National Bank)
05.2013 - 04.2015

Diploma - Accounting Sciences

University of South Africa

National Certificate in General Management Level -

Services Sector Education And Training Authority

Bachelor of Commerce - MAJOR: Compliance And Risk Management

Milpark Education

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Zamambo Mkhize