Koena Masenya

Experience

• 

  Absa

  Oct 2003 - Jul 2013

  Key Performance Areas:Led, managed, motivated and coached sales staff to deliver superior customer service and achieved and sometimes exceeded sales value targets. • Reviewed and updated the department’s organization structure and role profiles regularly • Ensured that Code of Good Practice targets were met for the team. • Ensured satisfactory service delivery and equal distribution of workloads in the teams • Ensured compliance to policies, legislation and regulations and that staff compliance training and attestations were in place • Motivated staff and ensured they were recognized through recognition schemes • Tracked overall performance statistics and submitted team’s Management Information performance report to line manager • Did call assessments on system and offered feedback to agents regarding each call assessed • Managed customer complaints by ensuring that all complaints were resolved within the agreed service level • Kept abreast of the latest development and trends with regard to customer expectations and service • Took accountability for complaints assigned which were captured by the team and couldn't have been resolved by the agent resolve complaints within the allocated time frames • Continually up skilled staff with regards to processes, manuals, circulars and systems • Deployed and managed assets by having daily, weekly and monthly audits on systems used by direct reports • Agreed on individual productivity measurements and sales targets with team members for products, assets, liabilities and campaigns • Performed people management functions Show less Managed day to day operations of the 24/7 inbound call center, staff compliment between 12 and 14 consultants. • Monitored service levels as per SLA and escalated potential or actual breaches to line manager and stakeholders • Monitored teams output and ensured that processes, procedures and control requirements were strictly adhered to • From audit findings that had an impact on the area, I ensured that action plans were implemented to close out findings • Ensured that Risk and Loss events as a result of error or fraud in the department were reported • Cooperated with the Quality Assurances team during health check reviews, and implemented agreed remedial actions within the agreed timelines • Ensured timely submission of expenditure - including overtime - requests and approval• Performed people management functions, including but not limited to: o workforce and recruitment demand planning, recruitment o talent management and succession planning, mentoring and coaching o management of discipline and grievances o performance development o reward and recognition management o training and development • Achieved and exceeded targeted team productivity and quality objectives as defined in business plan and updated from time to time in consultation with the contact center manager • Supported other leaders to assist in achievement of overall business unit. Show less Key performance areas:• Performed trend analysis ad coaching of consultants. Assisted and supported consultants with skill challenges. Did research for new trends and risks and reported on gaps identified. Assessed and signed off new recruits through buddy program. Did Analysis from MI reports to address gaps and failures. I was the key person in cascading real-time information to affected parties. Compiled weekly reports which outlined the gaps and corrective measures taken which included recommendations. Addressed customer complaints. Provided constant updates and feedback on: Enhancements, Changes, Downtime. Show less Key performance areas: • Internet Banking: Assisted clients with navigation of the Internet banking site which included statements and balance enquiries, inter- account transfers and third party payments, loading of new beneficiaries. Assisted on technical problems with the site which included internet settings and trouble shooting • Telephone banking: Assisted clients with account balances and statements, processing of payments, creating of stop orders, linking of third party accounts for payments, stopping of credit and debit card. Also addressed general enquires from ABSA and non-ABSA clients, provided support for new recruits and junior consultants with difficult queries which included handling of irate clients. Was entrusted to be 2IC the absence of team leaders. Marketed and sold ABSA products through leads process. Show less

  • Sales and Retention Team Leader

    May 2012 - Jul 2013

  • Team Supervisor

    Oct 2007 - Apr 2012

  • Internet Banking SME

    Oct 2006 - Sept 2007

  • Internet and Telephone Banking Consultant

    Oct 2003 - Sept 2006
• 

  Absa

  Jan 2019 - now

  Customer Experience Specialist

  • Manage customer experience through the complaint process journey to create a win-win outcome.• Converting complaint into workable solutions or innovations.• Investigative approach to analyses root causes of customer failures• Highlight trends and gaps to assess business and customer impact per responsible SBUs• Assess responds, outcome and solutions according to prescribed codes and regulations• Make recommendations on possible solution, and corrective action to affected parties as guided by processes and policies. Show less