Zikhona Dunga

• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
• Provided follow through on all calls with confirmations and dissemination of requested information.
• Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
• Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
• Reviewed and updated customer information to maintain up-to-date records for high-quality service.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.
• Developed and maintained courteous and effective working relationships.
• Paid attention to detail while completing assignments.

• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Cold called and conducted face-to-face sales calls with C-level executives and directors in assigned sales territory.
• Created detailed sales presentations to communicate product features and market data.
• Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
• Retained consistent client base by conducting market research to develop brand strategy.
• Stayed knowledgeable on latest products and service innovations and technological advancements through continuous training.
• Evaluated customer purchase requirements and recommended best-fit company offerings.
• Increased profitability and pipeline development by leveraging multiple sales strategies and distribution channels.
• Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
• Maximized customer retention by resolving issues quickly.
• Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
• Followed up with existing customers to provide additional support and address concerns.
• Improved sales by managing sales lifecycle from lead generation through contract negotiations and closings.

Gained experienced in all the roles within the branch network in Nedbank including, branch administration, customer service and enquiries, bank telling and Sales.

• Maintained high volume of calls and met demands of busy and productive group.
• Used scripted conversation prompts to convey current account information and obtain payments.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Achieved performance goals on consistent basis.
• Maintained consistently high success rate of collecting on overdue accounts.
• Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
• Identified and contacted customers with overdue accounts to address payment status.
• Negotiated payment plans with customers to prevent accounts from entering collections.
• Verified compliance with relevant laws, regulations and best practices related to customer account management.