Hazel Bopape
Results-driven and customer-focused professional with over 10 years of experience in customer service, operations coordination, and performance management within the banking sector
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About
Results-driven and customer-focused professional with over 10 years of experience in customer service, operations coordination, and performance management within the banking sector. Demonstrated ability to plan and manage daily activities, coordinate service delivery, and enhance customer experience. Experienced in reporting, compliance, and process improvement, with proven capability to coach, mentor, and support team performance.
Strong analytical thinker with excellent communication, problem-solving, and relationship-building skills. Able to work effectively in complex and high-pressure environments.
Experience
Call Centre Agent - African Bank
(2014-01)
- Plan and manage daily activities by handling high volumes of inbound and outbound customer interactions
- Coordinate and facilitate service delivery by resolving customer queries and complaints efficiently
- Ensure effective customer interaction by providing accurate information on products, pricing, and procedures
- Facilitate customer claims processes by verifying client information and determining eligibility
- Maintain and update customer databases to support reporting and information coordination
- Provide help desk support and handle electronic enquiries
- Identify service gaps and recommend process improvements
- Ensure compliance with organisational policies and regulatory requirements
- Build strong customer relationships through professional communication
Experiential Quality Analyst (Secondment) - African Bank
(2025-10 - 2025-12)
- Evaluate agent performance using quality scorecards to support employee performance management
- Conduct coaching, mentoring, and feedback sessions to improve service delivery
- Monitor adherence to company policies, procedures, and regulatory requirements
- Identify compliance risks and escalate where necessary
- Analyse performance trends and contribute to reporting and process enhancement
- Collaborate with team leaders to improve team performance and productivity
- Support continuous improvement initiatives and service excellence
Education
Bachelor of Social Work - Social Work - University of South Africa (2022-12)
Risk Practitioner (NQF Level 6) - Risk Management - Apex Academy
National Senior Certificate - Hlanganani Secondary School (2007-12)
