ZANELE RAMMALA

Engage with DL customers with the purpose of preserving trusting relationships to avoid and reduce complaints.

Compile letter of intents for external clients.

Ensure that meetings and events are correctly entered into the diary.

Perform travel arrangements and reservations for the unit incl regional teams

Prepare and Improve the quality of all submissions and reports (for the whole division) for presentation on various approvals.

Ensure the timely preparation of clear and accurate data of dsbd programmes reporting (TREP).

Facilitate the signature of Decision Records for all programmes.

Type documents for Heads and Managers (Correspondence, Statements, reports and schedules)

• Documented all communication between relevant stakeholders such as vendors, departments, and customers.

Engage with DL customers with the purpose of preserving trusting relationships to avoid and reduce complaints.

Facilitate invoice signatures and submit to finance for processing - pre-mentorship, rental and other credit invoices.

Facilitate Departmental meetings, take minutes and ensure distribution to all parties

• Started as a Call Center Agent at Small Enterprise Finance Agency in 2018; promoted to Direct Lending department in April 2021 due to outstanding performance
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
• Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
• Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
• Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
• Balanced competing priorities under pressure without compromising the quality of service provided.