Nomusa Kunene

I’m a service -driven professional with a strong background in telecommunications at Telkom Sa, Business banker at FNB where I spent 10 years in my previous role as a primary point of contact for business clients. My objective has always been about combining strategic problem solving, prioritizing customer retention and brand loyalty whilst maintain a resilient positive attitude. I have worked other systems like Microsoft, Emailing, Ticketing systems, CRM dynamics systems to ensure all customer interactions are professional, accurate, and properly documented.

I am motivated by continuous learning and growth hence I appreciate roles that push me to new development and take on more increased responsibilities. I value flexibility in how work gets done, whether being it remote option requiring either EST, UK or US working hours and I’m comfortable with remote communication tools. I thrive in a fast-paced environment that requires prioritizing and multitasking abilities, high speed processing, problem solving, cross selling, emotional intelligence accuracy and strict attention to detail.

Contact Center Agent - FNB

(2013 - 2015)

Credit card applications desk

• Answering inbound calls calmly, showing empathy whilst keeping professional to solve problems effectively whilst maintain KPI metrics but also leaving the customer feeling heard and valued without feeling rushed.
• Provide feedback to clients on declined applications based on ITC reports and credit history conduct and offer advice on ways to improve conduct for possible future lending. Product offering on bank services tailored to suite individual needs whilst contributing to increasing sales revenue.
• Scheduling follow up calls on pending applications and recognizing upselling opportunities and sales leads to ensure sales targets are met.

Business Banking Advisor - FNB

(2016 - 2026-01)

• Capturing all telephonic customer interactions correctly on CRM systems for record keeping and easy access to follow trail.
• Accurate data entries of credit/debit amount as per instruction to minimize loss. Adhere to all compliance and risk procedures. Maintain risk management and compliance and data privacy regulations.
• Promptly handled an average of 60 to 100 calls per day relating to c FNB account queries, transactional, balances, interest charged, fees, disputes achieving above 95% in FCR and Customer satisfaction rate whilst maintaining AHT.
• Processing of debit order reversals, disputes, balance transfers, card activations, ordering and cancellations, collections, account payment arrangements.
• Fulfillment of other administrative duties received via email, logging of new tickets on CRM ticketing systems, Follow ups and close cases.

Customer Care Agent - Velocity - Retail

(2010 - 2013)

• Promotion of the smart shopper campaign, scheduling of PnP stores visitations. Guiding clients on how to navigate the smart shopper instore kiosks and advise on how the smart shopper card system works to earn points whilst attracting sales increase for in stores.
• Offer knowledgeable, enhancing product understanding and appeal about the smart shopper promotion through discount offerings. Demonstrate clear communication and relationship- skills and consistently delivering positive customer interactions. Respond to online shopping orders, deliveries,returns.

Desktop support Agent - Telkom Sa

(2004 - 2009)

• Log all customer queries accurately on the relevant CRM or ticketing system.
• Update tickets with clear troubleshooting notes on Zendesk, customer interactions, and next steps triage incident handling, escalation and coordinating with technical teams working with IT ticketing systems.
• Achieving KPI metrics agreements and reporting.
• Escalate and log ticket via Zendesk for technical team for dispatch
• Prioritize queries based on urgency, customer impact, and internal processes.
• Ensure all customer interactions are professional, accurate, and properly documented.
• Basic Connectivity Troubleshooting, Support basic router setup and connectivity checks. And identify when a fault needs to be escalated for deeper technical investigation or onsite support.

NQF5 - Management & Leadership - Milpark Business School (2018)

Hotel Reception; Travel & Tourism - ML Sultan Technikon (2000)

Travel & Tourism - Academy of Business school (2001)

Matric - Durban Girls High School (1995 - 1999)