Dulce Bié Timana

Experience

• 

  Barclays Bank Mozambique

  Apr 2017 - Dec 2017

  Front office(Projeto KYC)

  • Customer service;• Reception of customer information;• Updating customer information;• Cross-sellSkills: Customer service. Interpersonal comunication. Sales.

• 

  Standard Bank Moçambique

  Jan 2018 - now

  • Follow various communication scripts when speaking to a caller;• Ensure the resolution of problems within the defined SLA’s;• Manage inbound and/or outbound customers complaints;• Handle customer engagement;• Identify customer needs, answer questions and solve problems;• Up-sell products and services when possible; •Manage inbound and/or outbound calls;•Follow various communication scripts when speaking to a caller;•Handle customer engagement;•Identify customer needs, answer questions and solve problems;•Up-sell products and services when possible; • Relationship management with the Business Customers;• Presentation of banking solutions according to the needs of business customers;• Identify business opportunities for business growth;• Identify and communicate customer needs, offering banking products for their needs;• Ensuring customer satisfaction.• Resolution of customer issues and concerns.

  • Product Operations Manager

    May 2023 - now

  • Product Management Specialist of Unayo

    Nov 2021 - Nov 2023

  • Product Management Specialist of Unayo (Secondment)

    May 2021 - Oct 2021

  • Customer Contact Center: Trainer

    Sept 2020 - Apr 2021

  • Customer Contact Center: Back Officer Agent

    Jun 2020 - Aug 2020

  • Customer Contact Center: Inbound Agent

    Jan 2019 - May 2020

  • Graduate trainee ( Business Banking)

    Jan 2018 - Dec 2018