SABELO FREDDY TFWALA
MANZINI
Summary
I am self driven team member and leader who always seek to add value in my job. An active participant in Strategy and routine meetings with the zeal to bring meaningful contribution towards achievement of
company' s goals.
I believe that a happy and motivated team will always result to good and quality customer service.
Competitive Service and Sales Supervisor with experience overseeing work teams to meet customer service standards. Proficient in handling customers' complaints, inquiries and addressing concerns. Consistently meet targets and customer expectations. Outstanding leadership, organizational and communication skills.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
CUSTOMER SERVICE AND SALES SUPERVISOR
ESWATINI BANK
MANZINI
05.2022 - Current
- Oversee employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Promote exceptional customer service by engaging clients on sales floor.
- Offer hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentor sales team in applying effective sales techniques and delivering top-notch customer service.
- Effectively coach team members to reach weekly and monthly sales goals.
- Work jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Complete employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.
- Establish objectives to offer team members clear roadmap to help company achieve overall goals.
- Supervise staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Mentor team members to enhance professional development and accountability in workplace.
Teller Authorizer
ESWATINI BANK
PIGGS PEAK
04.2011 - 04.2022
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Educated customers on use of banking website and mobile apps.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Supervised both tellers and customer servie officers
- Assisted with training of new tellers on policies and procedures.
- Established rapport with new clients to increase satisfaction and loyalty.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Educated customers on online banking and mobile banking applications.
- Wrote and distributed customer correspondence.
- Referred customers to other banking departments for specialized services.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Performed cash spot checks on tellers
ATM Custodian
ESWATINI BANK
PIGGS PEAK
02.2009 - 03.2011
- Load enough cash into ATMs for customer consumption
- Prepared ATM cash books and monthly reports for onward submission to management
- Performed ATM cash accounts reconciliations
- Issue ATM debit cards and passwords to customers
- Efficiently troubleshot and repaired equipment to cut company costs and maximize productivity with the help of IT department
- Demonstrated increased knowledge of company products and equipment.
- Attend and resolve customer queries relating ATM transactions
- Advise Supervisors on ATM cash needs especially on peak days
Teller
ESWATINI BANK
PIGGS PEAK
07.2007 - 01.2009
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed customer transactions promptly, minimizing wait times.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Maintained accurate records of customer transactions in line with bank procedures.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Assisted customers with banking needs and inquiries.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Generated monthly reports on customer activity and customer feedback.
- Executed wire transfers, stop payments and account transfers.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Maintained friendly and professional customer interactions.
- Referred customers to other banking departments for specialized services.
- Prepared teller cash book
Customer Service Officer
ESWATINI BANK
PIGGS PEAK
01.2005 - 06.2007
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted company brand and unique offerings through personalized customer service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Bachelor of Arts - Accounting
UNIVERSITY OF ESWATINI
KWALUSENI, ESWATINI 08.1999 - 08.2004
Skills
Goals and performance
undefinedAccomplishments
- Resolved product issue through consumer testing.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] through effectively helping with [Task].
- Collaborated with team of [Number] in the development of [Project name].
- Supervised team of [Number] staff members.
Timeline
CUSTOMER SERVICE AND SALES SUPERVISOR
ESWATINI BANK
05.2022 - Current
Teller Authorizer
ESWATINI BANK
04.2011 - 04.2022
ATM Custodian
ESWATINI BANK
02.2009 - 03.2011
Teller
ESWATINI BANK
07.2007 - 01.2009
Customer Service Officer
ESWATINI BANK
01.2005 - 06.2007
Bachelor of Arts - Accounting
UNIVERSITY OF ESWATINI
08.1999 - 08.2004
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