Douglas Sibanda

 Customer Service Representative Employer- FNB 2016-2019

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Informed customers about special promotions and provided detailed information for various products. Offered basic technical support for clients on wide range of company products. Developed community reputation through commitment to customer satisfaction and strong client relationships. Maintained accurate and current customer account data with manual forms processing and digital information updates. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Customer Service Representative Employer - ABSA 2019-2023

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Carried out day-day-day duties accurately and efficiently. Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel. Adapted to workflow changes and implemented continuous process improvements to overcome obstacles. Answered inbound customer service calls to assist with questions, concerns or problems. Attended training to stay up to date with new products and service offerings. Recognized and documented trends in customer calls to facilitate process improvements. Developed understanding of client's business and supported procedures and adherence to service agreements. Escalated complex matters to management to request information or appropriate action to resolve. Updated customer records in CRM to document interactions. Evaluated customer relationships to streamline operational efficiencies resulting in highest quality of service. Responded to customer inquiries with patience and positivity to establish excellent first impression. Received incoming calls and paged individuals and departments over PA system.

EDUCATION

 Matric 2014 commercial subjects

 Milpark Education Banking Nqf5 

Regulation and Compliance in the Banking Industry Fundamentals of Retail

 Banking Customer Service and Communication Introduction to Sales

 Fundamentals of Economics 

Introduction to Business Management Personal and Small Business Credit

 Principles of Accounting

 Fraud Detection