Fuzail Parker

Experience

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  TFG H/O (The Foschini Group)

  Jan 2007 - May 2008

  Credit Advisor

  •Advising customers on credit-related matters.•Calculating & Changing (if required to do so) the Instalments/Premiums.•Calculating payment plans & changing payment plans to accommodate the customer’s current situation.•Making calculated arrangements with customers, therefore ensuring regular payments being made on time and of the correct amount.•Calculating Interest Rates.

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  FNB South Africa H/O (CBS) Core Banking Solutions

  Jan 2008 - Dec 2009

  Islamic Finance Product Specialist

  •Sole consultant in Western Cape accredited to render services or give any advice on Islamic Finance Transactional Products. •Directly responsible for the sale of 3 specific products namely Islamic Cheque Accounts, Islamic Youth Transactional Accounts & Islamic Business Accounts.•Internal and External Sales/Business consulting.•Product training to bank staff.•FAIS & FICA Compliant •Opening of Accounts/Customer Services:Personal Cheque & Youth accounts (Sales Consultant).Business Banking Accounts (Business Consultant).•CSR (customer services representative). Show less

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  South African Revenue Service (SARS H/O)

  Jan 2009 - Dec 2010

  Income Tax onsultant

  Having done a course on Income Tax (Fundamentals in Taxation and The official South African Act on Taxation) at SARS, in addition to having done the subject Taxation in my course at CPUT. I was equipped & qualified to assist Tax Payers when acquiring the information on Registration for Tax•Completion of a ITR12 (Income Tax Return) IRP6 (Provisional Tax) •Any other query/information pertaining to Income/Provisional Tax Return E.g. Deductions/Exemptions (Medical Aid, Pension/ Provident Fund Policies, UIF etc.), Allowances (Travel, Subsistence, Commission Earners etc.) Penalties, Refunds & Primary/ Secondary Tax Rebates. •Assisting with TCC’s (Tax Clearance Certificates), Tender applications, application for Good Standing, Tax Directives, PAYE (Pay As You Earn), VAT (Value Added Tax), CGT (Capital Gains Tax) & Resident Based Tax (Exclusions). Show less

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  Eezy Track Systems

  Jan 2011 - Jun 2014

  Sales & Marketing Executive

  Geographical Market Experience:Gauteng Province, Free State, North West Province, Mpumalanga Province, Northern Cape, Eastern Cape, KZN, Botswana, SwazilandKey Responsibilities:•Interaction with diverse customer base: Retail Stores, Independent Businesses, Distributers/Wholesalers, Corporate Chain-Stores.•Marketing of products: Presentations (exhibitions), Face to Face (Stores), Promotions (deals)•Business to Business (B2B) Sales•Relationship Building/Networking•Manufacturing Sector experience•Servicing and maintenance of client base •Negotiating of Prices•Negotiating of Bulk Deals•Merchandising of products•Cold canvasing of areas•Cold calling (setting up of appointments/meetings)•Market research of new products•Procurement of new business•Identifying new opportunities •Analysis of business trends and interpretation thereof •Direct involvement in product design•Direct involvement of price structuring•Development of promotional sales tactics •Sales Training of new representatives•Compiling of Sales and service reports Show less

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  IiNet

  Aug 2019 - now

  Key ResponsibilitiesCall Quality Assessing (call listening using NICE Application)·Customer service standards are adhered to.·Correct business processes/systems are used by CSRs.·Assessing call based on the customers interaction. Trend Analysis·Identifying knowledge gaps.·Identifying behavior issues.·Identifying factors directly impacting productivity levels (AHT and HOLD)·Identifying trends of CSRs within a Team, as well as a centre within the site as a whole.Root Cause Analysis·TIO Cases (Ombudsman)·Customer Complaints.·Unresolved/Ongoing Issues.Projects and Investigations·System Manipulation.·FCR (First Call Resolution)·Recognition for outstanding service provided.·UCA (Urgent Customer Attention) ·CO (Coaching Opportunity)Reporting and Monitoring·Tracking of audits (Team and CSR)·Reporting on behavior changes ·Reporting on factors impacting service levels (positive/negative)Development and Recommendations ·Internal – Business Needs (processes)·External – Customer Experience (Agent Interaction)·Development of Agents (Coaching Opportunities) ·Assessing functionality, reliability and effectiveness of existing business processes, policies and systems·Strategy development and recommendations to improve productivity levelsCalibration Sessions·QA Calibration – Ensuring that all QA agents are aligned and uphold the same expectation when auditing.·Team Calibration Sessions – Providing constructive feedback to a team that was audited as a development session. Show less

  • Customer Service Representative

    Sept 2018 - now

  • Quality Assurance Analyst

    Aug 2019 - May 2021
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  Merchants

  May 2022 - now

  Senior Quality Analyst