Lydia Muhelezi

Managed and improved customer support by swiftly resolving issues, demonstrating skills in product setup, account management, and billing

• Acted as liaison between customers and technical teams, proactively handled complaints, strengthened customer relationships with tailored solutions, and implemented retention strategies
• Technical Coordination: Facilitated communication with support teams for prompt issue resolution and service continuity
• Coordinated customer installations, upgrades, and maintenance activities.
• Produced and implemented customer satisfaction guarantee program which directly resulted in 20% increase in sales.
• Directed 14 person team of customer service personnel while helping front-line team members work effectively with over 20 daily customers.
• Managed department call volume of 70 calls per day and coordinated department schedules to maximize coverage during peak hours.
• Managed high volume of inbound calls, efficiently responding to customer inquiries and resolving issues.
• Actively listened to customers'' feedback and communicated their needs to management team, leading to targeted improvements.
• Assisted customers with product selection based on their unique requirements while also upselling additional features or services when appropriate.
• Made customers aware of current and new programs and services.
• Supported sales efforts through upselling products or services when appropriate during customer interactions, contributing to revenue growth.

Objective - Aimed to enhance customer experience and satisfaction by understanding their needs, thereby improving their banking journey and fostering long-term relationship

• This focus significantly improved bank's reputation and customer satisfaction scores
• Exhibited management skills through effective Customer Relationship Management; actively engaging, addressing concerns, and building rapport with customers via various channels like in-person meetings, phone calls, emails, and social media with empathy, understanding, and professionalism
• Coached and mentored employees, promoting empathy, active listening, and problem-solving
• Cultivated customer-focused culture, leading to improved service quality
• Introduced reward system that boosted employee engagement by 30%.
• Boosted team morale through recognition programs, resulting in higher productivity levels.
• Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed.
• Wrote detailed narrative reports for use in investigations.
• Prepared and submitted detailed reports regarding assignments and ongoing investigations.

Objective - This role involves guiding corporate clients towards their financial goals through expert advice, training on NBC CONNECT digital banking platform, managing transactions and fostering strong client relationships.

• Managed high-performing team responsible for executing all aspects of company's cash management strategy.
• Developed strategic plans for day-to-day financial operations.
• Supported director with special projects and additional job duties.
• Successful assisted 90% of Global Corporate customer’s transactions through new NBC Connect digital platform training which led to growth in performance and profitability.

Role Objective-Played critical role in conducting thorough analysis of customer data to identify inconsistencies, errors, and duplications within retail banking system

• Regulatory Compliance Assurance: Ensured KYC and AML compliance through data remediation activities as per regulatory guidelines, while maintaining relevant documentation
• Facilitated training sessions on data remediation best practices and tools for team members, promoting continuous learning and skill development
• Customer Service: Excellently addressed customer inquiries and issues, while maintaining approved turnaround times (TAT), to ensure customer and departmental satisfaction
• Compliance Management: Manage and process transactions adhering to regulatory requirements and bank policies by leveraging knowledge of banking regulations to ensure legal compliance
• Management Skills: Proficient in records management, maintaining accuracy and proper storage of all transaction documentation, including mandatory application documents in sybrin.
• Successfully remediated over 8000 retail customer records within eight-month period, resulting in significant improvement in data accuracy and compliance.
• Implemented automated data validation scripts, reducing manual effort and improving data validation accuracy by 90%.
• Received recognition from senior management for driving significant improvements in data quality and regulatory compliance within retail banking division.

Objective-maintained bank integrity and quality service by managing customer accounts, processing applications, verifying information, handling documentation, conducting background checks, and setting up accounts in compliance with regulations

• Managed data entry and system tasks, including accurate and efficient customer information verification, account setup, maintenance, updates, closures, and transfers of more than 70 accounts per day.
• Managed risk identification and mitigation in account opening processes, including fraud detection, issue escalation, customer risk assessment based on business activities, location, and transaction patterns to determine due diligence level and identify high-risk customers for enhanced monitoring
• Managed Enhanced Due Diligence (EDD) for high-risk customers, implementing best practices in risk assessments and background checks
• Facilitated internal training and cross-departmental collaboration to maintain KYC, AML knowledge, and management responsibilities
• Managed transaction monitoring, including analysis of patterns, investigation of unusual activities, and reporting potential regulatory breaches to senior management and authorities.

Role Objective - Responsibilities for this role entails being part of project concerning citizen's rights to public contract information's, executing and delivering services to both internal and external stakeholders

• Project Coordination Skills: Aided in project activities, organized meetings and workshops, maintained project timelines, collaborated for efficient resource allocation and budget management
• Research and Analysis: Conducted comprehensive research on citizenship rights and public contract laws in 26 regions, analyzed legal documents to identify flaws impacting marginalized groups, assessed government procurement data for policy impact, and compiled reports recommending improvements in citizenship rights for public contracting
• Stakeholder Engagement: Facilitated communication among diverse stakeholders, organized outreach events to inform citizens of their rights, and fostered partnerships to advance inclusive procurement agendas
• Capacity Building: Conducted training and workshops to enhance project beneficiaries' understanding of public contracting procedures
• Offered personalized support for those pursuing government procurement opportunities and guided implementation of diverse, socially equitable procurement practices
• Documentation and Reporting: Created detailed reports and presentations on project results, ensuring accuracy and organizational compliance
• Utilized compiled data to support policy reform suggestions
• Prepared extensive reports for government stakeholders recommending enhancements in citizen's public contracting rights
• Implemented and enhanced monitoring and evaluation mechanisms, developed key performance indicators, data collection tools for tracking project progress, and generated regular reports for stakeholders.
• Enhanced program efficiency by streamlining processes and implementing time-saving strategies.
• Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
• Managed effective program outreach plans with strategic use of speakers and tours to enhance community engagement and increase participant numbers.

Objective - Contributed to Tanzania Technical Support Services project, focusing on HIV care, digitizing patient data via DHIS 2, and providing technical services to stakeholders

• Managed and facilitated training sessions for staff on digital data tools, developed user manuals to aid technology adoption, and provided continuous support for troubleshooting data management systems
• Implemented digital data management strategy for HIV project: Assisted in planning and managing alignment with project goals, collaborated with technical teams on tool selection, and provided support in configuring digital solutions and data entry applications
• Managed quality assurance for HIV project, ensuring data integrity through consistent digital collection, monitoring and evaluation
• Improved reliability by resolving audit discrepancies and streamlined data management workflows by optimizing entry and validation procedures
• Managed digital data capture and entry using tools like mobile apps for HIV services
• Ensured data accuracy, quality, and timely entry while providing training on these tools to healthcare providers and staff
• Data Analysis and Reporting: Assisted with analysis, interpretation, and visualization of HIV prevention data
• Presented findings at review meetings and prepared concise monitoring and evaluation reports on achievements, challenges, and lessons learned."