Kaveshan Pungan

Customer-focused professional with over 14 years of experience in banking, contact centre operations, complaint resolution, and client relationship management. Proven ability to resolve complex customer issues, deliver exceptional service, ensure compliance and build strong customer relationships. Recognized for high professionalism, strong communication, and the ability to thrive in fast-paced environments.

Customer Service Consultant (Inbound & Outbound) - ABSA BANK - South Africa

(2012-11)

Handle end-to-end process of customer dissatisfaction, investigation, documentation and resolution while ensuring compliance with all regulations.

• Manage multiple product areas including Rewards Core, Absa Advantage, Partnerships, Mega U, Student Accounts, Digital Lifestyle, Credit Cards, Digital Banking and general enquiries.
• Lead resolution of complex, high-impact customer complaints related to Rewards programmes and other banking products.
• Identify operational risks, process gaps and system loopholes and provide recommendations to improve customer experience and reduce future complaints.
• Assist with drafting and reviewing product and campaign Terms & Conditions, capturing learning lessons to enhance future campaign design and execution.
• Support, coach and mentor team members and other business areas with escalations, operational queries, systems, process clarification, training and refreshers.
• Maintain accurate customer records, escalate critical issues to Senior Management timeously and ensure service level agreements are met.
• Support business continuity by taking on additional responsibilities during colleague leave, including full coverage of a colleague's duties for one year while meeting performance and quality targets.

FICA Agent - ABSA BANK - South Africa

(2012-08 - 2012-11)

• Outbound calls to clients to obtain and submit FICA information.
• Met service level agreements through effective call resolution.

Computer Educator - DAXINA PRIMARY SCHOOL - South Africa

(2012-03 - 2012-07)

• Responsible for educating and facilitating learning for students.
• Ensured curriculum of studies is adhered to.

General Ward Assistant - DAXINA MEDICAL CLINIC (ROYAL MNANDI) - South Africa

(2011-02 - 2012-02)

• Assisted with patient care and attended to patient needs.
• Served meals, assisted with cooking, cleaning and kitchen duties.
• Ensured a clean, safe and comfortable environment for patients.

Administrator - DAXINA PRIMARY SCHOOL - South Africa

(2010-12 - 2011-02)

• Managed administrative tasks and documentation.
• Assisted in maintaining efficient office operations and school records.

Grade 12 (Matric) - N/A