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
undefinedTimeline
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
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