Summary
Overview
Work History
Education
Skills
Accomplishments
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EDMUNDO CASSULE

Luanda

Summary

Dynamic and goal-oriented professional with a proven track record at Standard Bank Angola, excelling in outbound sales and customer relations. Skilled in call monitoring and continuous improvement, I leverage persuasive communication and strong relationship-building abilities to enhance customer loyalty and achieve targeted outcomes.

Overview

10
10
years of professional experience

Work History

Outbound Call Center Agent

Standardbank Angola
10.2024 - Current
  • Reduced call handling time by efficiently navigating through customer databases and CRM systems.
  • Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
  • Participated proactively in ongoing learning initiatives like workshops or seminars to consistently enhance communication skills and product knowledge.
  • Built rapport with clients, fostering long-term relationships that led to increased customer loyalty and repeat business.
  • Implemented feedback from supervisors to continually improve call quality and overall performance.
  • Utilized persuasive communication skills to overcome objections from potential clients during sales presentations.
  • Educated customers on product and service benefits, explaining features and answering questions.

Customer Relations Staff Member

Standard Bank Angola
09.2022 - 10.2024
  • Reduced response time to customer queries, optimizing internal systems and communication channels.
  • Reception of customer inquiries through contact channels, ensuring they are responded to within the defined SLA.
  • Responding to customer inquiries via contact channels while maintaining quality standards.
  • Granting of bank loans (Personal loans; Mortgage loans; Auto loans) and credit cards.
  • Credit card activation.
  • Fixed-term deposit applications.
  • Account opening.
  • Data updates (email; phone number).

Call Agent

Standard Bank Angola
02.2020 - 09.2020
  • Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
  • Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
  • Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.

Call Agent

Ucall
04.2015 - 02.2020
  • Built strong customer relationships with empathetic communication and active listening skills.
  • Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
  • Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
  • Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
  • Achieved targeted call resolution times by swiftly identifying issues and providing solutions.

Education

High School Diploma -

Industrial High Institute of Luanda
Luanda, Angola
11-2013

Skills

  • Goal oriented
  • Outbound sales
  • Continuous improvement
  • Call monitoring

Accomplishments

    · Certificate of Recognition CHNW 2021 in the category of performance Standard bank Angola

    · Certificate of Recognition CHNW 2021 in the category of experience / service (Voice Branch)

Read books and Learning new skills.

Reading books and learning new skills online are powerful ways to gain knowledge, expand perspectives, and stay competitive in a fast-changing world. Books offer deep, structured insights into a wide range of topics, helping to improve focus, comprehension, and critical thinking. On the other hand, online platforms provide flexible, interactive, and accessible learning experiences through videos, tutorials, courses, and virtual communities. Together, these methods support continuous personal and professional growth, allowing individuals to learn at their own pace and on their own schedule.

Languages

Portuguese
Bilingual or Proficient (C2)
English
Advanced (C1)

Timeline

Outbound Call Center Agent

Standardbank Angola
10.2024 - Current

Customer Relations Staff Member

Standard Bank Angola
09.2022 - 10.2024

Call Agent

Standard Bank Angola
02.2020 - 09.2020

Call Agent

Ucall
04.2015 - 02.2020

High School Diploma -

Industrial High Institute of Luanda

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EDMUNDO CASSULE