Neera Mohunlal Resume

Personal Details

Phone Number 061*******/031*******

Email admuf0@r.postjobfree.com

Location Kwa Zulu Natal (Durban)

Nationality South African

(ID: 730**********)

Date of Birth 24 Mar 1973

EE/AA Status Female

Driver's Licence

Extra Heavy Vehicle (Since Apr 2009)

Career Summary

Company Position Duration

First National Bank

Call Centre Consultant(Inbound and

Outbound), 2IC(Second in Charge), Job

Coach, Sales and

Customer Service Consultant,

Private Banker, Retentions, Multi-skilled,

Debt Collections, Debt Reviews, Debt

Consolidation, Problem Solving, Client

Liaison, Marketing, Insurance(Long &

Short Term), Investments, Home and

Vehicle Financing

Feb 2004 – Sept 2014

Cell-phones Direct

Vodacom

Call Centre Agent(Inbound and

Outbound), Data Capturer, Sales and

Marketing, Admin,

Upgrades and Renewals Clerk,

Retentions Agent, Admin and

Cancellations Agent, Customer

Service Agent, 2IC (Second in Charge),

Credit Approvals and Credit Vetting,

Accounts

Mar 1999 – Aug 2003

Mnet Multi-choice Customer Care Agent Jun 1998 – Jul 1998 Standard Bank

Bank Teller, Communications Clerk,

Customer Service Officer, Enquiry Clerk,

Retentions, Balancing of Cash Books,

Admin, Receptionist, Client Liaison,

Multi-Skilling, Problem Solving

Apr 1992 – Mar 1998

Dr Mirza Ramzan Dental Assistant, Receptionist,

Customer Services, Invoicing and Cash

Balancing of Books

Apr 1991 – Mar 1992

Skills

Previous

Expert/Specialist

Honesty and Responsibility over 10 years

Numerical over 10 years

Loyalty and Hard-Working over 10 years

Team-Working and Team Spirited over 10 years

Multi Skilling over 10 years

Job Coaching and Training over 10 years

Call Centre and Retentions over 10 years

Target Meeting and Exceeding over 10 years

NCA and KYC over 10 years

FICA and FAIS over 10 years

Communications and Interpersonal over 10 years

Customer Service over 10 years

People over 10 years

Telephone Etiquette

Extensive

over 10 years

Computer & Typing over 10 years

Listening and Understanding over 10 years

Premier, Personal and Private Banking Skills over 10 years Sales and Cross Selling over 10 years

Data Capturing over 10 years

Admin over 10 years

Filing over 10 years

Customer Liaison over 10 years

Problem Solving over 10 years

Planning and Organisation over 10 years

Creative Thinking over 10 years

Solid

Supervising 2 to 6 years

Management 2 to 5 years

Team-Leader 2 to 5 years

Employment

April 2019 to Aug 2019 Library Assistant

EThekwini Municipality

(Asherville Library)

Volunteer

Duties included: admin, data

capturing, shelving, shelf reading, counter

Sales, filing, research assisting,

client liaison, inbound calls,

Book reservations, billings, coaching new recruitment, supervising, customer services, cataloguing

Nov 2017 to Dec 2018 Sales Executive and Sales Floor Consultant

(Milady’s Westville Pavilion)

Temporary Assignment

June 2015 to July 2016 Customer Services Executive

(Private Label Promotions)

No Benefits

R25 000pm Cost to Company

Reason for Leaving: Relocated to Durban

Feb 2004 to Sept 2014 Call Centre Consultant, 2IC (Second in Charge), Job Coach, Sales and Customer Service Consultant, Personal

and Private Banker, Retentions

(First National Bank)

R16000.00 PM Cost to Company

Medical Aid, Pension Fund, UIF, Staff Rates and Staff Discounts, Company Shares, Travel Allowance, Yearly Increases

Permanent Senior Level position in the Co-orporate lending (Banking) sector Taking and handling of all inbound and outbound calls, providing excellent customer service to clients, data capturing, admin, problem solving and creating solutions, complaints handling, cross selling of various banking products, activation of all banking VAS services, personal loan application completion systematically, client liaising, sales, loan consolidations, FICA and FAIS compliant, making sure our clients are KYC, helping them understand the NCA regulations and processes, advising of credit card payments and arrears outstanding, credit card applications, loading of debit orders, limit adjustments and limit transfers, forex, quoting of settlement amount owing on credit card, debt review and debt consolidation, advising of best investment option and products, home loan applications, car financing, assisting VIP clients with all their banking needs, job coaching, training new and existing staff members, card ordering and cancellations, pin requests and pin ordering, on-line banking assisting, opening and closing of various bank accounts, advising of credit card payment due dates and statement queries, target meeting and exceeding, always keeping up with stats and stats requirements, completing all intermediate assessments, exceeding KPI's, freezing of bank accounts if clients are not KYC, advising client of their credit record and credit ratings, making sure ITC checks are done before finalising any credit applications, team work and team spirited, keeping to PDG, multi-skilling, retaining of clients when they wish to close their accounts.

As a 2IC(Second in Charge), I was responsible for the following duties: Daily Buzz Meetings, completing management and agent daily stats, adult duties on behalf of my Team-Leader and SQM, managing each team which consists of about 10-15members each during Team-Leaders absence(full functions), one on one meetings with each team member, helping them develop their skills and exceeding their KPI's, call ratings and call monitoring, assisting and training new staff members if they are competent or not yet competent. As a Personal and Private Banker, I was only allowed to assist and advise VIP clients 24/7 with all their banking needs and requirements. Reason for Leaving: Seeking better challenges and career up-liftment. Mar 1999– Aug 2003 Call Centre Agent, Data Capturer, Upgrades and Renewals Clerk, Credit

Approvals and Credit Vetting, Accounts,

Client Liaison,

Retentions Agent, Admin and

Cancellations Agent, Customer Service

Agent, 2IC (Second in Charge) (Cell-phones Direct) R10000.00 per Month Cost to Company

Medical Aid, Pension Fund, Company Shares, Cell-phone Allowance, Every 6months Bonus, UIF, Provident Fund, Staff Rates and Staff Discounts, Travel Allowance

Permanent Skilled Level position in the Customer Services

(Telecommunications) sector

Handling inbound and outbound calls, placing of upgrade orders and back orders systematically, problem solving and creating solutions, query handling, client liaising(telephonically and verbally), extension of cell-phone contracts via dealer and dealer webs, activation of all VAS services, loading of termination dates, tying of manual quotes, data capturing, admin, target meeting and exceeding, team-work, stats completion of daily basis, thorough knowledge of system(Care-Fone, Eppix, multiple quote, intranet, internet, email and SOP), part-time acting team-leader, sales, retaining clients, renewing clients contracts, selling of all products on behalf of company, job coaching existing and new staff members, providing excellent customer service, making sure that clients are happy, smiling and satisfied with service provided. Reason for Leaving: Company Merged and was taken over Jun 1998– Jul 1998 Customer Care Agent (Mnet Multi-choice) R 500.00 Per Week Basic Salary

No benefits

Temporary Junior Level position in the Call centre operator (Call centre) sector servicing clients, handling of outbound and inbound calls, client liaising, customer servicing, data capturing

Reason for Leaving: Temporary Assignment

Apr 1992– Mar 1998 Bank Teller, Communications Clerk, Customer Service Officer, Enquiry Clerk (Standard Bank)

R 2,500.00 Per Month Basic Salary

No benefits

Contract Junior Level position in the Bank Teller (Banking) sector Balancing of Cash and Cash Books, Typing of various bank documents, data capturing, customer services, client liaising, problem and query solving, opening and closing bank accounts for clients, inbound and outbound calls, admin, maintaining of service levels, target meeting and stats completion, client verifications, bank authorisations, bank teller duties Reason for Leaving: Contract Ended

Apr 1991– Mar 1992 Dental Assistant (Dr Mirza Ramzan) R1500.00 per Month Basic Salary

No Benefits

Temporary Entry Level position in the Dental (Medical, healthcare & medical aid) sector

Dental Assistant Duties, Client Servicing, Dental Invoicing, Outbound Calls to Patients and receiving Inbound Calls, Data Capturing Reason for Leaving: Doctor immigrated due to becoming bankrupt Education

Mar 2014 RE - Level 1

Certificate at Cornerstone (Company/In-house)

Regulatory Exams - Level 1

Oct 2009 NQF-Level 5

Diploma at Da Vinci (Professional Institution)

MOTI - management of technology innovation - 19modules Dec 1997 Microsoft Office 98

Diploma at Intec College (College)

MS Office Word, Power-point, Outlook, Excel, Access, Internet, Email and Intranet

Dec 1990 Matric Certificate

Grade 12/Matric at Centenary High School

(Secondary/High School)

English, Afrikaans, Accounting, Typing, Biology and Geography Languages

Current

Zulu–Read, Write, Speak

Hindi–Read, Write, Speak

Afrikaans–Read, Write, Speak

English–Read, Write, Speak

Achievements

Aug 2014 Various Employee of the Month Certificates (FNB) Aug 2014 FAIS, FICA, NCA and KYC Compliant (FNB)

Aug 2014 Best Customer Service Certificates (FNB)

Mar 2014 RE-Level 1 (FNB) and NQF-Level 5

Jan 2014 Certificate of Attendance (FNB)

Apr 2010 Certificate of Skills and Multi-Skilling (FNB) Aug 2003 Various Employee of the Month Certificates (Vodacom)

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