Trudy Nhlewane

Results-driven Customer service and digital banking professional with 10+ years' experience across banking, telecommunications, insurance and logistics. Skilled at resolving complex enquiries across phone, email and digital channels (mobile app, internet banking, USSD). Ranked #1 for lead generation and cross-selling, with multiple customer commendations for outstanding service, maintaining high satisfaction scores by focusing on customer experience.

Strong communicator who collaborates cross-functionally to improve processes, meet SLAs and boost customer satisfaction.

Customer Service Consultant / Call Centre at DSV (Road) (2025-09 – 2026-03)

• Inbound Call Centre Customer Servicing
• Confirming Deliveries
• Track and Trace Deliveries
• Follow-up on Deliveries
• Email

Self Service Consultant at Standard Bank of South Africa (2014-12 – 2025-02)

• Assisted customers with Mobile App, Internet Banking, and USSD migration.
• Resolved digital banking queries with internal departments within SLA.
• Guided customers on digital platform usage to improve adoption and experience.
• Maintained accurate customer records while complying with banking policies and security procedures.
• Collaborated with internal departments to resolve escalated customer issues efficiently.

Policy Servicing Consultant at FNB Life (2012-06 – 2013-03)

• Provided professional customer service with short-term insurance policy enquiries and updates.
• Processed policy amendments, renewals, cancellations, and reinstatements.
• Handled claims-related queries and ensured accurate policy administration.
• Maintained customer records and ensured compliance with company procedures.

Customer Support at Multichoice (DSTV) (2008-10 – 2012-02)

• Managed billing, technical, and customer service enquiries.
• Assisted business clients with account reconciliation and technical support.

Teller at FNB Bulk Cash Centre (2007-06 – 2008-09)

• Processed bulk cash deposits, withdrawals, and balancing accurately.
• Verified cash amounts and ensured compliance with banking procedures.
• Maintained secure cash handling and resolved customer cash queries.

Office Assistant at Usher Lighting Pty Ltd (2006-11 – 2007-05)

• Handled inbound customer calls, quotations, and order confirmations.
• Coordinated deliveries and maintained customer communication.
• Supported stock control and daily administrative operations.

National Certificate in Banking NQF Level 5 – Cornerstone Performance Solution (2025-04)

TEFL Certificate in Teacher's Records – TEFL Professional Institute (2024-01)

Training in Entrepreneurial Skills: SME Training – People's Bank & Raiman Consulting (2003-01)

Matric in Grade 12 – Zitikeni Secondary School (2000-01)