Neema Matoli

ROLES AND ACHIEVEMENTS

· Spearheaded initiatives to promote self-help capabilities at Vodacom through enhanced USSD and IVR functionalities, reducing reliance on call centre agents and empowering customers.

· Identified critical gaps in customer assistance processes at Vodacom, proposing strategic improvements to enhance overall service delivery and elevate customer experience.

· Evaluated and enhanced digital channels, including social media platforms, through comprehensive analysis and innovative suggestions, resulting in increased engagement and customer satisfaction.

· Played a key role in designing call monitoring formats and quality standards, ensuring alignment with organizational goals and enhancing service delivery standards.

· Leveraged a robust quality monitoring data management system to track and improve team and individual performance, leading to enhanced service efficiency and customer satisfaction.

· Actively participated in customer and client listening programs, effectively identifying evolving customer needs and expectations to drive proactive service improvements.

· Prepared and analyzed internal and external quality reports, providing valuable insights for management review and strategic decision-making.

· Coordinated and facilitated call calibration sessions for call centre staff, fostering a culture of continuous improvement and consistency in service delivery.

· Delivered constructive feedback to call centre team leaders and managers, contributing to enhanced performance and operational effectiveness.

ROLES AND ACHIEVEMENTS

· Proactively monitored social media and online platforms to stay abreast of industry trends, enabling informed decision-making and strategic planning.

· Collaborated closely with the Sales Team to understand customer requirements and deliver exceptional service, resulting in increased customer satisfaction and retention.

· Partnered with call centre representatives to address customer issues, streamline workflows, and consistently provide world-class customer service, enhancing overall operational efficiency.

· Efficiently performed diverse administrative tasks, including filing paperwork, mail sorting, office cleaning, and bookkeeping, ensuring smooth office operations and organizational effectiveness.

· Utilized the Zen work area program to investigate and resolve customer inquiries regarding loan payments, updates, and disbursements, improving client satisfaction and service delivery standards.

ROLES AND ACHIEVEMENTS

· Proficiently prepared purchases and sales vouchers and invoices using Tally software, ensuring accurate financial documentation and compliance with organizational standards.

· Assisted in the meticulous preparation of payroll, contributing to timely and precise disbursement of employee salaries and benefits.

· Managed bank transactions, including writing cheques and processing Tiss, ensuring prompt and accurate financial transactions.

· Excelled in cashier duties, maintaining accuracy in handling cash transactions and providing excellent customer service.

· Prepared daily cash, purchases, and bank reports, facilitating comprehensive financial oversight and decision-making.

· Ensured meticulous preparation of bank reconciliations for both bank accounts, maintaining transparency and accuracy in financial records.

· Reconciled creditors and debtors efficiently, fostering positive vendor relationships and optimizing cash flow management.