Mmamontshi - Customer Service Consultant at FNB with 10 years in Banking & Insurance

Exceptional ability to resolve customer inquiries efficiently, maintaining high satisfaction levels.

Proficient in clear, professional communication across diverse customer interactions.

Skilled in data capturing, record keeping, and managing CRM systems for accurate customer data.

Capable of efficiently addressing customer issues and resolving complaints with professionalism.

Handled 50+ customer inquiries daily across accounts, cards, and transactions, maintaining a 98% first-call resolution rate. Processed debit order reversals, loan applications, and eWallet transactions with 100% accuracy. Resolved 30+ customer complaints and escalations weekly, reducing repeat callbacks by 15% through proactive problem-solving. Provided step-by-step guidance on online and mobile banking platforms, improving customer digital adoption. Managed 60+ inbound calls per shift while consistently exceeding quality assurance targets for 8 consecutive years. Maintained strict confidentiality and accuracy in all customer interactions, achieving 100% compliance

Handled 70+ inbound and outbound customer calls daily with professionalism and empathy. Assisted clients with policy information, queries, and updates, achieving 97% customer satisfaction. Captured and updated client information accurately within internal CRM systems. Consistently exceeded daily call volume targets while maintaining average resolution time under 4 minutes. Clearly explained complex insurance products to clients, improving policy understanding and retention