Experience

• 

  Access Bank Plc

  • South-East, Botswana

  • Customer Care Agent

    • Aug 2015 - Present
    • South-East, Botswana

     Daily handling and resolution of customer complaints within the set SLA in the system. Ensure all call are logged within the MS CRM system Ensure all written correspondence received( mail, email or fax) is responded to within within agreed SLA  Ensure above 90% Grade of Service with the Avaya system all times  Provide an effective and efficient telephone enquiry service to customers, merchants, Access Bank Branches and Head Office  Ensure the queries pending report is monitored and cleared daily to ensure customer feedback within the agreed SLA Ensure that the defined ‘ Customer Security Check ‘ is completed with every interaction with the customer  Ensure appropriate MIS is produced , considered consistent and reliable and made available to management  Ensure that defined and agreed scripts as well as business procedures are followed/ adhered to Ensure all customers are dealt with appropriately and professionally. Have a general basic knowledge of all Access Bank Products and services Ensure to escalate customer queries to the Team Leader/ Manager for resolution.  Ensure any system issues are immediately escalated through appropriate channels. Timely identification of risk and opportunities  Lead on assigned strategic initiatives  Execute raised process improvement changes  Participate in initiatives  Ensure compliance with changes in Group Policy and Standard, and regulations

• 

  C and Construction (Pty) Ltd

  • Gabane

  • Administration Officer

    • Aug 2014 - Aug 2015
    • Gabane

     Preparing tender documents Make sure tenders are bought and submitted on time Filling Typing Making sure the company’s annual returns are up to date Records keeping Managing the administration part of the company Related tasks or duties Any other task that management may from time to time consider necessary at their total discretion. Reporting to the Director Making quotations for borehole drilling customers Acting as the company manager when she is on leave Going for site visits

• 

  MK Mayanja & Associates

  • Gaborone

  • secretary

    • Aug 2007 - Aug 2014
    • Gaborone

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  TKL Enterprises

  • Office Administartor

    • Jun 2006 - Jul 2007