MLUNGISI SIGOLA
Bulawayo
Summary
Performance oriented leader with three years of supervising experience. With over 6 years customer facing experience in the Banking and financial Services sector, I have amassed a range of skills from transaction handling to complaint resolution, ensure adherence to process flows and can comfortably deal with a wide range of customers and queries to drive sales and customer satisfaction. Adept at fostering team collaboration and consistently delivering results. Skilled in communication, conflict resolution, and adapting to changing needs. Known for reliability, flexibility, and client-focused approach.
Overview
14
14
years of professional experience
Work History
Senior Client Service Consultant
Old Mutual-CABS Bank
09.2021 - Current
- Led the team to obtaining an A from a B audit rating within 4 months at my role by enforcing prudent banking practice in the team, A rating had been last obtained 2 years ago
- Successfully trained and coached two new employees that got promoted to permanent staff within 4 months of being employed in the company, I had only spent 6 months in my supervisory role
- Identified opportunities for upselling products and services, contributing to revenue growth for the company.
- Enhanced client satisfaction by providing timely and accurate support for inquiries and concerns.
- Trained client service employees on excellent customer service and company systems.
- Championed the ongoing professional development of junior team members by offering guidance, mentorship, and opportunities for growth within the organization.
- Developed strong relationships with key clients, leading to increased trust and long-term business partnerships.
- Managed to increase Net Promoter Score from 55% to 65% by ensuring supervised and coordinated activities of Customer Care Representatives to maximize consumer satisfaction, customer loyalty, performance metrics and quality
Bank Teller
Old Mutual Cabs Bank
10.2014 - 08.2021
- Handling and management of cash transactions i.e. deposits and withdrawals
- Processing Electronic Funds Transfers local and International payments
- Customer enquiries, bank statements and general customer queries
- Processing World Remit, Senditoo, Western Union and Mukuru transactions
- Accounted for cash in register drawer at the beginning and end of day, showcased 100% efficiency
- Assisted customers by addressing their questions and providing information on procedures or policies, continuously exceeding expectations on customer satisfaction
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
Business Development Officer
Metbank Limited
03.2011 - 04.2014
- Visiting customers as well as prospects
- Marketing of the bank’s products and building the bank’s image through sales pitch, direct and tele selling
- Gathering market intelligence regarding the bank’s competitors
- Managing retail banking loans
- Generated new business with marketing initiatives and strategic plans.
- Boosted client satisfaction by identifying and addressing their specific needs through tailored business solutions.
- Strengthened relationships with key clients by providing exceptional support and maintaining regular communication.
- Delivered campaigns to solidify new client opportunities and generate new business.
Education
Bcomm Honors Degree - Banking
National University of Science and Technology
09.2011
Advanced Level - undefined
St Columba’s High School
01.2006
Skills
- Strong Customer Service
- Complaint Resolution
- Problem Solving
- Cross selling
- Customer Support
- Strong Leadership
- Customer On boarding
- Transaction Handling
- Employee Training
- Indentifying Customer needs
Languages
English
Isindebele
Shona
References
Sikhumbuzo Sibanda; Stanbic Bank Bulawayo; 0772301910
Sukoluhle Tshuma; Cabs Jason Moyo Bulawayo; 0772518212
Mvikeli Msebele: POSB Bank Bulawayo; 0775167702
Timeline
Senior Client Service Consultant
Old Mutual-CABS Bank
09.2021 - Current
Bank Teller
Old Mutual Cabs Bank
10.2014 - 08.2021
Business Development Officer
Metbank Limited
03.2011 - 04.2014
Advanced Level - undefined
St Columba’s High School
Bcomm Honors Degree - Banking
National University of Science and Technology
Similar Profiles
Liz ClausenLiz Clausen
Sr. Administrative Assistant/Business Support Analyst at First Citizens Bank (formerly CIT & Mutual of Omaha Bank)Sr. Administrative Assistant/Business Support Analyst at First Citizens Bank (formerly CIT & Mutual of Omaha Bank)
Christina GardnerChristina Gardner
Office Administrator/Dispatch Supervisor at Fifth Avenue Cabs/94 CabsOffice Administrator/Dispatch Supervisor at Fifth Avenue Cabs/94 Cabs
Ankita SharmaAnkita Sharma
Operations manager/ Customer service executive at State Bank of India Mutual FundsOperations manager/ Customer service executive at State Bank of India Mutual Funds
Mutsvangwa WadzanaiMutsvangwa Wadzanai
Early Childhood Development Teacher at Rugare Primary SchoolEarly Childhood Development Teacher at Rugare Primary School
Charmaine GumpoCharmaine Gumpo
Office Administration at Marcelyn Private CollegeOffice Administration at Marcelyn Private College