Customer Service Management

Curriculum Vitae

PERSONAL DETAILS EDUCATION

Full Name Delano Franzino Renaldo Varnicker Matric (2006)

Nationality South African Lancea Vale Secondary

Identity No 880**********

Marital status Married Bcom Marketing Management

Availability Calendar month (Currently 2nd year)

First Language English University of South Africa

Second Language Afrikaans

E-Mail Address ***************@*****.***

Contact No +27 (0-83-410-****

CAREER HISTORY

Present Standard Bank: Credit Rehabilitation and Recoveries

Company: Standard Bank

Role: Account Management Consultant

Responsibilities:

* Provide efficient and quality service to the customer

* Comply with Product specific Policies and procedures

* Confirm/ Update customer records

* Maintain call activity at agreed levels

* Telephonic collections on delinquent accounts

* Ensure quality assurance is adhered to

October 2009 – August 2011 Standard Bank: Credit Rehabilitation and Recoveries

Company: Standard Bank

Role: Team Leader (Acting)

Responsibilities included:

* To lead, coach and support the team towards achieving departmental goals influence and help them achieve desired results

* To provide good customer service, guide and assist agents in the collection process and minimising the roll rate. Maintain high level of customer service. Resolve customer queries

* Conduct monthly performance discussions (KPI’s) and daily, monthly reports

* Adherence to stipulated complaints management turnaround times

* Productivity management

* Evidence of monthly reviews

* Workforce management

* Monthly statistical and reporting

* Adhering to the call audit and achieving the set target of 98% QA

* Confirm/ Update customer records

* Provide efficient and quality service to the customer

August 2008 – September 2011 Standard Bank: Credit Rehabilitation and Recoveries

Company: Standard Bank

Role: Legal Consultant

Responsibilities included:

* Solving and Handling any queries of clients and attorney

* Updating clients profile to Credit Bureau

* Solving Debt review legal accounts queries

* Accurate and timely payments of all due settlements

Technology Used:

* Card Processing System (CPS)

* Collections System (TCS)

* Credit Direct Delivery System (CDDS)

* Dialler System (Davox & Ninzi)

* Transunion (ITC) & Experian

Training:

* Code of ethics

* Fraud awareness

* FAIS & FICA

* Customer Debt Management

* Anti Money Laundry

* Microsoft Excel and Word: Advance

Personal attribute:

* Exceptional interpersonal skills including excellent listening, communication and negotiation skills

* Ability to manage complex situations and personal dynamics while contributing effectively in a team environment

* Ability to establish, develop and strengthen relationships with a wide range of people by establishing sufficient trust

* Able to deal with a diversity of problems using sound judgment and own discretion

Delano Varnicker

Contact this candidate