U

T

T

I

C

I

A

Z

A

N

D

I

L

E

N

Z

U

Z

A

Experience

Nedbank, Quality Assurance Officer- 2016- 2020

Responsibilities:

• Timeously investigating resolutions of cases

• Checking information accuracy on opening,

actioning and closing of cases

• Monitoring System Performance and

Recommend changes (CRM)

• Identifying training and coaching needs for staff

• Attending stakeholders meeting during the

absence of my manager

• Escalating all complaints including urgent cases to relevant departments for actioning

• Analyzing hotspots for all departments

• Escalating all SLA cases on CRM to the relevant

departments

• Managing leave and compliance reports including

telephone bills.

• Capturing invoices to enable vendors get paid

• Submission of all my work before cut-off date

Nedbank Quality Assurance Agent, May 2014 – March

2016

502 / 83 Moggabe

Street

Molapo Location

PO Tshiawelo

Soweto

1818

082-***-****

Email:

nzuzazandile313

@gmail.com

Department: Personal Loans (Unsecured lending)

Responsibilities:

• Facilitating coaching

• Initiating feedback sessions

• Ensuring that agreed customer service levels are achieved and maintained.

• Analyzing and reporting service levels on weekly basis

• Maintain QA check list and score sheet per

individual and department on monthly basis

• Task ownership and self-management

• Liaising with management, stakeholders and staff i.e., Performance feedbacks, weekly meetings with

team leader in my department, QA feedback sessions, monthly staff feedback session,

• Compile ops pack statistics and monthly

performance reports

• Compile root cause, monthly trend and skills

development reports

• Proactively manages Development Action Plan

and keeping updated with the company’s business

policy and system changes.

Nedbank Call Centre Agent, May 2013- June 2013

Responsibilities:

• Calling clients and educating them about their

financial well-being (Pilot project)

Position: Call Centre Agent -Floor manager April 2005 - April 2014

Responsibilities

• Managing call center and handling all Personal

Loan

• Escalating queries to the relevant team leader

• Ensuring all queries are logged into the system

• Checking loan balances

• Calculating amount settlements

• Changing personal details if required

• Closing accounts

• Monitoring logged queries and ensure they are

kept within SLA time

• To ensure the quality of calls made and received

• Ensuring the Call Centre is in good working

condition, agents adhere to their aux and schedule, to SLA and assisting agents with queries and to resolve conflicts with some clients.

Education

School: St Mary’s College 1989 -1993

Matric [Grade 12]

College: Chartall Business College

2015

Course: Fais

Modules

• Responding to customer request in a bank

environment.

• Provide a standard investment solution for a

personal banking customer.

• Provide banking standard-related solutions to

meet small to medium size business needs.

• Establish and develop banking sales client’s

relationship.

• Use mathematics to investigate and monitor

financial aspects for personal, business for national and international issues.

• Apply statistics knowledge and probabilities,

critically interrogating and effectively communicating findings on life-related problems.

• Represent, analyses and calculate shapes and

motions in 2-and 3 dimensional spaces in different contexts.

Havetech College

Course: Call Centre

Year: 2004

Modules;

• Computing introduction

• Microsoft Word

• Behavioral and telephone Skills

• Call Centre Communications

Communication

Non-verbal communication:

Eye contact, body language, and tone of voice.

Verbal Communication:

Assessing the conversation to decide how to proceed. For example, you would use short sentences and speak slowly to colleagues when trying to explain a

complicated work process, asking questions,

maintaining an open mind and showing assertiveness References

Ursula Marnce -(084-***-****

Clayton Plaatjies - (011-***-****

Clinton Peachy (082-***-****

Noeleen Niewouldt (082-***-****

Contact this candidate