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Sales Customer Service

Location:
Johannesburg, Gauteng, South Africa
Posted:
May 11, 2019

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Resume:

Curriculum Vitae of Neo Mputle Makgoale

Personal Details

Name: Neo Mputle

Surname: Makgoale

Sex: Female

Race: African

Driver's License: Code 08

Contact details: 084*******

Address: ** ****rtyn Street Vanderbijlpark 1911

Email address: ac9cn2@r.postjobfree.com

Qualifications

School: General Smuts High School

Highest qualification: Matric 2003

Subjects: English, Afrikaans, South sotho, Accounting, Mathematics, Science and Biology

Informal Qualifications

Diploma in Marketing

Module 1: Introduction to Marketing

Module 2: Marketing in the modern world

Module 3: Competitor analysis introduction

Module 4: Pestel framework and competitive analysis

Module 5: The marketing information system

Module 6: Marketing research

Module 7: Sampling methods

Module 8: Data analysis

Diploma in Human Resources

Module 1: Human Resource Management

Module 2: HR Consultants

Module 3: Job design and pay

Module 4: Recruitment process

Module 5: Selection process

Module 6: Interview techniques

Module 7: Training and appraisal

Module 8: Business culture

Module 9: Business ethics

Module 10: Employee motivation

Module 11: Employee relations

Module 12: Managing change

Work Experience

Company: Sedibeng Regional Office

Job Title: Office Administrator

Duties

Welcoming clients

Attending to queries and assisting clients accordingly

Answering the telephone and directing it to the relevant person

Typing of documents and reports as and when required

Attending to emails and resolving them

Filing of documents

Managing the Regional Secretary's diary

Scheduling up of appointments according to his availability

Arranging of meetings, venues and refreshments as well as sending out invites

Period: June 2010- November 2012

Company: Standard Bank South Africa

Job Title: Sales Receptionist

• Screens customers and direct them to the correct sales consultants or department

• Ensures that all customers in the reception area are attended to

• Records appointments in own and the applicable staff member’s diary

• Records and deliver messages to the appropriate sales consultant

• Ensures the reception area is in a neat and professional state at all times

• Ensures up to date promotional displays and information pamphlets in the sales consultant area

Customer Service

• Ensures that customer complaints are brought to the attention of the relevant manager/senior officer immediately

• Complete all compliance training within laid down timelines

• Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate

• Ensures that service requests in personal work list are actioned within agreed timelines

• Ensures accurate capture, updates or amendments of customer information and history notes

Administration

• Acknowledges receipt of security documents (Mounties Bags) and hands them to the applicable department

• Orders stationery for the Sales department on a weekly basis

Reactive selling

• Identifies migration opportunities and sells products/services reactively

• Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified

• Identifies and actions opportunities for cross- and up-sell

• Participates in tactical sales/marketing activities as required

Multi-channel utilization and servicing to sell

• Manages “cost of sales” through the utilization of multi-channel delivery strategies

Period: November 2012- May 2013

Company: Standard Bank South Africa

Job Title: Sales Customer Consultant

Sales

• Regularly develops opportunities for sales by actively searching for new contacts to expand sales opportunities

• Forges business partnerships with Personal and Business Markets in the branch to leverage the interplay between segments for optimal growth and retention

• Increase branch advances by responsible lending practices (limitation)

• Identifies migration opportunities and sells products/services reactively

• Ensures that targets and budgets are met

• Participates in tactical sales/marketing activities as required

• Captures applications for Student Loans

• Closing of accounts

• Actions confirmation of Employment on Customer Relationship Management ( CRM)

• Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified

• Identifies and actions opportunities for cross- and up-sell

• Ensures accurate capture, updates or amendments of customer information and history notes

Customer service

• Identifies customer needs effectively and opens new accounts according to laid down procedures

• Transfers, amends and closes accounts as and when requested by customers according to laid down instructions

• Assist customers efficiently and effectively by ensuring that transactions are processed timeously

• Ensures that Customer on boarding process is followed when necessary

• Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice

• Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate

• Ensures that service requests in personal work list are actioned within agreed timelines

Credit Management

• Implements all the required steps and controls according to laid down procedures when opening accounts to minimize the risks associated with new business

• Gathers and completes accurate data for the opening of loan accounts and granting of facilities

• Refers matters outside scoring criteria, with the appropriate information, to the accounts support for further investigation

Compliance

Scan the correct documents with regards to FICA

Follow the correct account origination procedure

Check all accounts opened and make sure they are compliant

Bolstering of all accounts opened daily using a report of accounts opened the previous day by myself and my colleagues

Ensuring 100% on the Auto Recon

Minimizing risk and loss

Period: May 2013- December 2017



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