EDMUNDO NGUNZA CASSULE
Luanda
Summary
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) Detail-oriented Customer Service Agent with over 9 years of hands-on experience in diverse call center settings. Customer-focused individual proficient in managing both inbound and outbound calls. Recognized for meeting and exceeding all sales goals through attentive, individualized service and concise communication.
Overview
9
9
years of professional experience
Work History
Call Center Agent
Standard bank Angola
01.2020 - Current
- Solve doubts from internal and external customers according to the procedures and standards of quality of the bank
- Register and manage all doubts, consults and complaints in the tracking system
- Do a full verification of the consults and complaints that requires confirmation of the customer for security reason
- Check and contact the customers to validate the authenticity of the transaction with the visa network to prevent frauds
- Issue credit cards, activate credit and debit cards (Personalized and non-personalized), process personal and home loans, send account and credit card statements by email.
Customer Manager
Ucall Contact center Company
01.2015 - 01.2020
- Receive and make calls (Inbound and Outbound) with the customers according to the standard procedures certifying through the operation of equipment’s and telecommunication systems and computer skills
- Know the products and services to inform the customers and clarify in case of any doubts
- Pay technical support always searching to the resolutions and make registration of customer´s complaints to be verified and efficiently solved
- Execute specific tasks suitable to the operation with responsibility and ask for supervisor support in case of difficulties, tough situations or any other beyond reach
- Execute actions of promotion and sell according to the orientations defined by the company
- It still involves specifically activate and cancel debt and credit cards, send statements by email, and change details in the customer account or profile.
Education
Energy and Electrical Installations -
Industrial High Institute of Luanda
12.2013
Skills
- Computer skills knowledges
- Office Applications: Microsoft Word, Microsoft Excel, Microsoft PowerPoint
- Didactic Pedagogy
- Technical Behavioural Training (My Call) – Commercial proactivity, Complaints management and objections, communication, and its emotional components
- Learn and integration capacity
- Teamwork and easy communication gained during the call center assistant activities
- Orientation to the customer, integrity and responsibility, team spirit, behavioural techniques of customer management and support, Oral and written expression capacity, assiduity, and proactivity
Drivers License
Category B
Alternative Email
edmundongunzacassule@gmail.com
Languages
- Portuguese, Native Speaker
- English, Fluent
Hobbies and Interests
Enjoy reading every kind of Books, mainly history, social matters, and entrepreneurship.
Timeline
Call Center Agent
Standard bank Angola
01.2020 - Current
Customer Manager
Ucall Contact center Company
01.2015 - 01.2020
Energy and Electrical Installations -
Industrial High Institute of Luanda
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