Customer centre consultant
Old Mutual PFA
Total years of experience :30 years, 2 Months
Deal with clients (Financial Advisors/Brokers/Support Staff)
via telephone and/or correspondence in adherence to
procedural, productivity and quality standards (as per
other clerical staff), and the standards that need to be
achieved may differ from day to day.
Deal with correspondence-related functions when required.
Fully multi -skilled across all products and or processes, at
the peak of my clerical career.
Assist more junior staff with technical escalations and
coaching.
Assist management with attending to and resolving
complex escalations.
Provided excellent customer service to UK clientele
Inbound call centre
Resolved queries at point of contact wherever possible
Initiating credit and debit card payments
Capturing bank details
Update personal details including addresses
In depth knowledge of mobile devices and handsets
Duties: Deal with clients (Financial Advisors/Brokers/Support Staff) via Telephone and/or correspondence in adherence to procedural, productivity and quality standards (as per other clerical staff), and the standards that need to be achieved may vary.
• Play a strong support role involving sharing information and element of convincing.
• Take inbound or make outbound calls.
• Resolving queries at point of contact wherever possible.
• Lodging of arrears and amendment to banking details as well as personal details.
• Fully multi- skilled across all products and or processes, at the peak of my clerical career.
• Fill the role of Quality assessor /Service Quality Manager from time to time and also act as a manager when required.
• Deal with ambiguity and complexity on a regular basis.
• Act as a mentor to less experienced agents because of level of product and or process knowledge when required.
• Assist more junior staff with technical escalations and coaching.
• Assist management with attending to and resolving complex escalations
• Assist in re- designing of processes
• Testing of systems after hours when required including weekends in conjunction with T-Systems.
Nov 1998-Jul 2000 Teleresources Staffing Agency Cape Town
Position: Client Relationship Consultant
(Contracted to Old Mutual Listing Call Centre)
Duties: • Handling client enquiries
• Brokers and Mutual branches
• Regarding the demutualisation and listing process of Old Mutual
• Updating relevant information and data capturing Involvement in inbound campaign called Tele-Confirmation for shareholders whose shares are being held in the unclaimed trust
• Compiling statistics and
• Initiating the selling of shares
• Dealt with irate and co-operative clients,
• Fraudulent cheques and queries from banks.
Reason for leaving: Converted to permanent staff at Old Mutual
Part time weekends and public holidays only.
Giving advice and selling of cosmetic products
Assisting the pharmacy on duty
Cashier- Cumpu-assit ( Computeried cash register)
Dealing with account holder queries
Front shop sales and customer serivice
Issuing of invoices; reciepts and credit notes
Various Temporary assignments
Receptions- manage switchboard, data capturing, sort out quotes and file them and distribute to the estimators. Frontline sales and telephonic sales, handling of petty cash and data capturing
Provide a sales service to customers and patients.Meet and greet.
Cashier; data capturing; debtors input, pricing of merchandise. Order stock and managed stock keeping register.
Quality control
Testing of all products before they left the factory.
Confectionary supplies
Orley whip cream, syrups, chocolates etc.
Responsible for daily reports and sign off - for factory production and packaging purposes
1989 Lentegeur Senior Secondary School Matric English 1st Language (HG) Afrikaans 2nd Language (HG) Accountancy (SG) Business Economics (SG) Economics (SG) History (SG) • Matric • In depth product knowledge of Flexi / Conventional Savings (ESP) and the New Generation Products (NGP) • Excellent verbal and written communication skills. • Computer literate i.e. MS Office. • Sound knowledge of Old Mutual system i.e. OMUNET, AWD, Intranet, em@x-fax system, BHIVE.ILBD. • High degree of energy, enthusiasm and the ability to adapt easily to change. • High capacity to learn. • Work well under pressure. • Excellent client care skills • Strong customer orientation • Adaptability • Thinking Skills • Stress tolerance • Contributing to team success • Quality orientation
