Customer Service Call Centre
Resume:
MPHO PRECIOUS THAPEDI
Contact Number: 076-***-****
E-mail Address:****.*******@**********.**.** / *********@*****.***
Bloemside, Bloemfontein
Summary
Upon completion of my National Senior Certificate in 1999, I furthered my studies and
acquired End-User Certificate (Microsoft office) and Hiring Practice Certificate and I also did
Business and Administration which is incomplete. I boast over 9 years of experience
working at Postbank where I held different positions and through my diligence, passion,
enthusiasm and eagerness to learn, my knowledge and understanding is broadened and I
continue utilizing this in my current role as a Customer Service Consultant where I continue
to deliver exceptional results professionally.
Skills
• Dedicated
• Detail-oriented
• Excellent communication skills
• Problem solver
• Decision maker
• Phone etiquette
• Customer service
Computer skills
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
Experience
Postbank
Customer Service Consultant (Inbound Call Centre) from 01 August 2018 to date
• Handling of calls through various communication channels
• Ensure Compliance with all legislative and company requirements
• Communicate on all levels with clients
• Handling of all inquiries
• Handling of all calls within the agreed queuing time and deliver service within the
agreed SLA standards
• Postbank products and services knowledge base
• Meet objectives in the performance management system
Postbank
Acting Consultant (Outbound Call Centre) from 12 May 2017 to 30 November 2017
• SMS alerts in respect of:
Cards that are about to expire
Inactive accounts which are to be frozen as Dormant
Closed Term Deposit accounts
Overpaid accounts
• Calling customers to determine reasons for closing their accounts
• Complaints and Compliments
• Selling, cross selling and upselling of Postbank Products and services
• Doing Telephone surveys
• Handling outbound campaigns
• Verification of general information regarding account numbers for external customers
• Handling enquiries received on the Postbank help Desk
Postbank (Bank Mail Room)
Acting Senior Banking Officer (SBO) from 01 November 2016 to 31 January 2017
• Do the daily balancing of the Bank Mail Room
• Do the weekly and daily stats of the Bank Mail Room
• Involve in compilation of month end balances
• Make sure all mail received at Post bank is scanned with our Track & Track
• Do spot checks on staff to make sure them follow the correct procedures
• Act as Supervisor when he is on leave, sick or in a course
• Handel all enquiries regarding picking list received from branches, request for
application forms etc.
• Assist Supervisor with monthly report
Postbank
Acting Administrator (Projects) from 11 August 2015 to 11 September 2015
• Updating Project plans
• Prepares agendas and minutes
• Gathers information on Projects
• Ensures all documentation is available
Postbank (Bank Mail Room)
Acting Senior Banking Officer (SBO) from 03 March 2014 to 30 September 2014
• Do the daily Balancing of the Bank Mail Room
• Do the weekly and daily stats of the Bank Mail Room
• Involve in compilation of month end balances
• Make sure all mail received at Post bank is scanned with our Track & Track
• Do spot checks on staff to make sure them follow the correct procedures
• Act as Supervisor when he is on leave, sick or in a course
• Handel all enquiries regarding picking list received from branches, request for
application forms etc.
• Assist Supervisor with monthly report
Postbank – Post Office
Administrative Officer (Bank Mail Room) from 01 September 2012 to 31 July 2018
• Mail administration
• Receiving, scanning & opening of mailbags & distribution of mail officers
• Opening of envelopes, preparation/sorting of mail according to categories
• Scanning of bar-coded documents for final filing
• Provision of bar-codes to unbar-coded documents before final filing
• Recording of Post Office non-conformances
• Filing/Retrieving/Distributing of documents
• Tracing/inquiry of field documents
• Dispatch of mail/correspondence to mail & compile daily balances
• Management support
SMAB Nursing Agency
Receptionist from 19 September 2011 to 12 February 2012
• Answering of telephone & taking messages
• Registering nurses
• Handling all incoming & outgoing correspondence
• Handling all nurse photocopying & fund administration
• Ordering & record keeping
• Proper checking, capturing and filling
• Updating of database information
• Other duties assigned by Manager
A&D Spitz
Head Cashier from 01 August 2007 to 14 September 2011
• Count daily float in & out
• Daily banking
• Daily Administration
• Customer interaction
• Acting supervisor
A&D Spitz
Sales Assistant (flexi timer) from 30 June 2005 to 31 July 2007
• Achieve store budgets
• Develop & maintain customer relations
• Achieve sales
• Customer care & service
• Sales & marketing techniques
Education
Course: Higher Certificate in Digital Marketing
Institution: MANCOSA
Year: 2022 (Currently)
Previous education
• End-user Certificate (Microsoft office), ATTI, 2005
• Hiring Practice Certificate – Human Resources, UNISA, 2009
• Business Administration, UNISA, 2007 (incomplete)
• Grade 12, Calculus College, 1999
Training and Certification
• Customer Service Course, A&D Spitz, 20 weeks, 2009
References
Mr George Mogapi, Call Centre Supervisor
Ms M. Medupe, Call Centre Manager
Mr Patrick Jeje, Bank Mail Room Supervisor
Contact this candidate