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Manager Customer Service

Location:
Johannesburg, Gauteng, South Africa
Posted:
August 30, 2018

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Resume:

Lindi Pam Manyathi

Email addresses: ac6u5t@r.postjobfree.com

Cell number: 082-***-****

Summary

I have more than 10 years’ work experience, 1year of it was spent in a Leadership position, and over 4 years as a specialist. I have learned and demonstrated ability to work with internal and external consultants, Leaders and Business people across. I acquired Negotiating, communicating, listening, problem solving and decision-making skills. I was in the Diversity and Change Management Forum. I was also a Wellness champion where I was promoting a healthy living lifestyle. I am keen is learning new things and taking up on new challenges and always contributing positively towards meeting common objectives and goals.

Work Experience

2016 - March 2017 Specialised Manager

Pricing Division

ABSA Bank

Perform technical implementation of all pricing changes resulting from the annual Group Pricing Revenue, ad-hoc pricing changes, changes in interest rates and changes as a result of new products development.

Develop, maintain and enhance all internal and external pricing literature and policy to ensure 100% accuracy of all published pricing literature or policy.

Record keeping of all pricing changes for Audit purposes and future reference.

Identifying and correcting of pricing policy inconsistencies.

To maintain a comprehensive and accurate competitor analysis on fees and interest rate

To inform pricing Managers of any pricing changes made by competitors

Liaise with Administration, Processing Centres, and Branches to identify inefficiencies in pricing policy and get their input on the corrective measures.

Analyse and report on the financial impact of implementing corrective measures.

Assist in the drafting of new / amended pricing policy.

Assist with preparing the pricing brochure for the ABSA Group and putting it on the Internet to be access by users and competitors.

To assist with preparing quarterly schedules for interest rates changes for MPC (Monetary Policy Committee)

Assist Senior Managers with external audits and testing the new pricing product before it can be implemented

2013 – 2016 Sales Advisor

Global Cash Management Africa Division

ABSA Bank

Understand and identify best practices trends in the Cash Management and Payments contract sales and income targets with market segments and to provide regular feedback with regards to sales and performance.

Assisting customers to manage their Cash Flow more efficiently by utilizing Cash Management systems and products

Encourage the use of Cash Management systems and products as it proven to be more secure and with reduced risk.

Marketing and promoting the Cash Management systems and its products

To analyse and understand customers’ needs, product preference and the type of services required.

Resolve customer’s queries and complaints and escalate those that need authorization e.g reversal of a payment, journal approvals etc. to Management

Negotiating deals with customers

Identify and develop growth opportunities by utilizing leads, networking and customer referrals

Marketing new customers and making sure that the existing customers are retained.

2010 - 2013 Consultant Business Desk

Call Centre – Auckland Park

ABSA Bank

Inbound line – taking calls from business customers,

Linking and paying beneficiaries, inter- account money transfers within same portfolios.

Handling of general Business enquiries, complaints and concerns

Resolving Business customer’s queries

Making face to face appointments for Business customers to see consultants at their preferred Branches.

Updating customers details on the system

Provide first level support to the Business Manager and stand in for the Manager in when required.

Referral of new accounts to Branches.

April 2012 - September 2012 Team Leader -Secondment

Call Centre – Auckland Park

ABSA Bank

Ensure that the Contact Centre Agents follow the Contact Centre house rules

Enforcement and re-enforcement of policy and procedures

Provide team coaching and give one-on-coaching.

Conduct quality assurance ensuring that the service given to customers is up to the required standards and that it is within policy and procedures.

To prepare and submit sign on register to Human Resources

Leave approval on SAP system

Ensuring that SLA(service level agreements) are adhered to.

Attend to all call centre policy and processed deviations

Conducting exit interviews with the employees that has resigned

Involved in new appointments

Compile weekly and month end reports and submit to Management.

Provide evidence and supporting documents to Management and internal auditors

May 2004 – 2010 Consultant for Bank Codes and Property 24

Call Centre – Auckland Park

ABSA Bank

Issued Bank codes in a encrypted form for clients, verifying if accounts had funds

and to cross sell products.

Taking calls to give customers efr numbers and the process they needed to follow to purchase repossesses properties.

November 2001 – May 2004 Administrator

Investec Employee Benefits

Processing of withdrawals, Processing of disability and death claims

Updating the system with changes on salary adjustments and changes in personal details.

October 2001 – November 2001 Administrator (Temporary Job)

Merseta Engineering Company

Doing annual revision reports.

October 2001 – October 2001 Switchboard operator / Reception

Standard Corporate Merchant Bank

Answering incoming calls, providing information, transferring calls and taking messages as necessary.

Perform frontline duties

March 2000 – October 2001 Manageress – Customer Service

Ekhaya Pub & Grill

I supervised 7 employees, did regular stock-takes and ordering as necessary, handling deliveries, enforcing health and safety rules, dealing with difficult customers, adhering to budget and opened and closed the Grill House.

September 1999 – December 1999 Fragrance Promoter

STUTTAFORDS

Marketing and promoting latest fragrances that came in the market

Education

BANK SETA National Certificate in Banking - Sales and Customer Relations

NQF Level 5 FAIS

Date of issue 20 August 2014

Senior Certificate (Matric) Year of issue 1998

Achievements

First aider

Wellness Champion

Absa Bank Special Courses

TELEPHONE COMPETENCE, VALUING DIVERSITY, MANAGING DIVERSITY AND COMPLEXITY, CONFLICT MANAGEMENT, STRESS MANAGEMENT, TIME MANAGEMENT, EMOTIONAL INTELLIGENCE, COACHING, HUMAN RESOURCES WELLNESS

References

Mr Motema Nyalunga, Contact number 073-***-****

Ms Irene Molala Contact number 071-***-****



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