Versatile Banking Professional with Client Focused Skills

Moffat Molokwane

Service Consultant

**** ********* ********, *****

071******* ******.**********@*****.***

SUMMARY

Highly motivated Service Consultant with experience in client assessment, policy review, and cross-selling within insurance and financial services. Proven ability to resolve complaints, manage client financials, and identify opportunities to enhance customer satisfaction. Strong communication and problem-solving skills with a focus on relationship-building. EXPERIENCE

- Assess clients

- Handle claims and help clients review their existing policies to ensure they remain relevant

- Engage with clients to effectively identify opportunities to cross-sell or downgrade to property and auto insurance

- Administered and managed digital chats, telephone and email channels

- Tailoring rewards and attention based on individual player habits and preferences.

- Mainly dealt with client financials (scored and assessed credit and cashouts)

- Escalated game issues (technical requests)

-Identifying and acquiring new VIP players and growing existing accounts to meet targets.

- Resolved complaints and evaluated rehabilitated gamblers

- Promoted a relationship-based offering by providing personalized financial solutions aligned with the Customer Value Proposition

- Ensured complaints were logged correctly as either a first contact resolution or escalated as appropriate

- Guided clients with alternative self-service channels

• Maintained a comprehensive understanding of Verizon products and services to provide effective support and upselling opportunities.

Gender Male Date of Birth 04 September 1990 Place of Birth Johannesburg Marital Status Single Nationality South African X Mowphat Service Consultant

Auto & General Australia (TIH)

02/11/2023 — Present

Online Consultant

Verpek Consultant Europe (Global Media Lab)

01/11/2022 — 30/07/2023

Woodmead

Universal Banker

Standard Bank South Africa

01/09/2014 — 15/12/2020

Customer Representative

Verizon USA (Retail)

February 2025 — Present

Braamfontien

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• Identified and escalated complex customer issues to specialized support teams, ensuring timely resolution.

• Resolved customer inquiries and technical issues via phone, chat, and email, achieving consistent positive feedback.

PROJECTS

Worked as a junior analyst focusing on the implementation and deployment of new systems, including error handling on system changes and facilitating the rollout to staff. EDUCATION

SKILLS

System Tester (Avaya)

Matric

Southview High School

2008

Communication Sciences

University of South Africa

Present

Soft Skills (Emotional Intelligence) Dealing with customers

Sales Skills Identifying opportunities to cross-sell or downgrade Problem Solving Reporting Time Management Client Management Experience in managing client accounts and ensuring satisfaction with services.

Time Management Expert at prioritizing tasks and managing time effectively to meet client deadlines.

Upselling and Cross-selling Experienced at identifying opportunities for additional services that could benefit clients.

Negotiation Strong negotiation skills to close contracts and agreements that benefit both clients and the company.

Interpersonal Skills Strong ability to build rapport with clients and foster continuing relationships.

Empathy Ability to understand and share the feelings of clients, enhancing customer service.

Active Listening Capable of fully concentrating, understanding, responding, and remembering what clients say.

Data Analysis Proficient in analyzing service metrics and client feedback to drive improvements.

Product Knowledge In-depth knowledge of the services offered, enabling effective consulting and support.

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LANGUAGES

REFERENCES

English Highly proficient Afrikaans Very good command Zulu Very good command Venda Good working knowledge Xhosa Very good command Pepe Nkaota Manager

066******* ****.******@*****.***

Paul Martin, Gold Media Lab (Verpak Consulting) Manager/Trainer 079******* ****@************.***

Mpumelelo Masinga, Manager, standardbank colleague 011-***-**** / 061-***-**** Mpumelelo.Masinga@standardbank. co.za Phili Maluda, Teamleader, Verizon (Concentrixs) Line Manager 072*******

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