Looking for a job

Nomusa kunene

@nomusakunene

Business Banking Advisor at FNB who handled up to 100 calls daily while achieving above 95% in first-call resolution and customer satisfaction.

South Africa

Message

What I'm looking for

I’m looking for a role that supports continuous learning and growth, offers opportunities to take on increased responsibilities, and provides flexibility, including remote work with EST, UK, or US working hours.

At FNB, I handled business banking queries and processed account requests, disputes, and card services. I managed 60 to 100 calls a day while achieving above 95% in first-call resolution and customer satisfaction.

Earlier, as a Desktop support Agent at Telkom Sa, I logged and triaged customer issues, updated tickets in Zendesk, and supported basic router and connectivity checks. I’m motivated by continuous learning and growth, and I value flexible work arrangements, including remote options.

Experience

Work history, roles, and key accomplishments

Business Banking Advisor

FNB

Jan 2016 - Jan 2026 (10 years)

Captured customer interactions on CRM systems, processed transactions, and handled 60-100 calls daily with high first-call resolution and customer satisfaction. Managed compliance, risk procedures, and administrative duties including ticketing and follow-ups.

CRM Ticketing Systems Customer Service Risk Management Compliance Data Entry Communication Skills Problem Solving

Contact Center Agent

FNB

Jan 2013 - Dec 2015 (2 years 11 months)

Handled inbound calls for credit card applications, providing empathetic support and resolving issues while meeting KPI metrics. Provided feedback on declined applications and offered tailored banking products to increase sales revenue.

Customer Service Communication Skills Problem Solving Sales CRM Upselling

Customer Care Agent

Velocity

Jan 2010 - Dec 2013 (3 years 11 months)

Promoted the Smart Shopper campaign, scheduled store visits, and guided clients on using in-store kiosks and the card system. Enhanced product understanding and consistently delivered positive customer interactions.

Customer Service Communication Skills Sales Relationship Building

Desktop Support Agent

Telkom SA

Jan 2004 - Dec 2009 (5 years 11 months)

Logged and updated customer queries on CRM and ticketing systems, triaged incidents, and escalated issues to technical teams. Provided basic connectivity troubleshooting and router setup support while meeting KPI metrics.

CRM Ticketing Systems Zendesk Troubleshooting Customer Service Technical Support