Zanele Phungula
Banking/ Customer Service
Durban
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and Open to learning new things.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Digital Banker
Standard Bank
12.2020 - Current
- Educating/ Migrating customers about using digital banking services.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Reduced call handle times by streamlining processes and utilizing effective problem-solving techniques.
- Increased first-call resolution rates by effectively utilizing resources and maintaining up-to-date knowledge of products and services.
- Handled escalated calls professionally, working collaboratively with internal departments when necessary to resolve complex issues swiftly.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Provided professional services and support in a dynamic work environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked well in a team setting, providing support and guidance.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Banker Flexible Worker
Standard Bank Group
11.2018 - 11.2020
- Enhanced bank profitability by effectively cross-selling various financial products and services.
- Balanced teller drawers and ATM cash.
- Generated reports and analysis of customer data to identify trends and potential business opportunities.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Monitored and verified suspicious activity on customer accounts.
- Maintained friendly and professional customer interactions.
- Delivered services to customer locations within specific timeframes.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Assisted in the development of marketing campaigns to attract new customers and increase brand awareness.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Assisted customers with banking needs and inquiries.
- Educated customers on features and benefits of banking products and services.
Bank Teller
Standard Bank
07.2016 - 10.2018
- Maintained accurate records of customer transactions in line with bank procedures.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Reduced customer waits times by actively engaging, greeting, and directing client lobby traffic.
- Promoted digital services, educating customers on mobile check deposits, e-statements and online bill pay.
Education
Work Readiness Program: Trainee Accountant - Accounting
Guarantee Trust
Durban, South Africa 02.2016 - 06.2016
National Diploma in Accounting - Accounting And Finance
Durban University of Technology
Durban, South Africa 01.2008 - 07.2012
Grade 12 - Commerce
Hlamvana Secondary School
Richards Bay, South Africa 01.2007 - 01.2007
Skills
Customer communications
Problem-Solving
Remote Office Availability
Money handling abilities
Training experience
System implementation
Customer inquiries
Interpersonal Skills
Approachable
Fraud Detection Abilities
Inbound phone calls
Inbound phone calls
Outbound phone calls
Team building
Customer communications
Timeline
Digital Banker
Standard Bank
12.2020 - Current
Banker Flexible Worker
Standard Bank Group
11.2018 - 11.2020
Bank Teller
Standard Bank
07.2016 - 10.2018
Work Readiness Program: Trainee Accountant - Accounting
Guarantee Trust
02.2016 - 06.2016
National Diploma in Accounting - Accounting And Finance
Durban University of Technology
01.2008 - 07.2012
Grade 12 - Commerce
Hlamvana Secondary School
01.2007 - 01.2007