1. CURRICULUM VITAE
PERSONAL INFORMATION
Candidate Name Qhawekazi Mokotedi
Contact Number 0797282874
qhawekazi.dube@gmail.com
or qmokotedi@fnb.co.za
Gender Female
ID Number 8506151327085
Nationality South African / Black
Marital Status
Maiden surname
Separated
Dube
Licences C1 own transport
Languages English, Sotho, Zulu, Xhosa, Afrikaans,
EDUCATION
University of Stellenbosch FNB New management development programme
NQF Level5 Certificate in Wealth management 120 credits
RE5 1st level FAIS Regulatory Examination
Lyttelton Manor High Grade 12 (2004)
Subjects  English HG,
 Zulu HG,
 Geography SG,
 Afrikaans HG,
 Business Economics HG,
 Compu-typing SG
Achievements Matric with exemption
EMPLOYMENT HISTORY

2. Company FNB Life
Position
Quality Assurer
Dates September 2013 –Current
Responsibilities:
 Call auditing- listen to calls and provide feedback to
management and consultants.
 Quality checking of all financial transactions
 Checking of all customer impact transactions
(Cancellations, reprints and all general transactions)
 Reporting and feedback (weekly and monthly reports to
management regarding trends and audits-writing reports
 Coaching- providing coaching (formal and informal) also
providing suggestions for corrective measures that must
be taken.
 Conducting customer satisfaction surveys.
 Ensuring that the organizations standards meet legal
compliance and clients expectations.
 Working in coordination with other departments in
implementing the quality standards and benchmarks
 Checking and approving funeral claims, ensuring that all
documents are received for the death funeral claim and
finalization of the claim is done within turnaround times
Company FNB Life
Client Service Consultant
Dates Nov 2007 –August 2013
Responsibilities:
 Answering customer queries regarding products
 Resolving customer issues and complaints
 Escalating complex issues to management
 Handling inbound and outbound queries
 2IC to my manage
 Handling and Execution of customer’s requests
 Monitoring Systems
Collating of reports and stats on a daily and monthly basis
• Attend to customer queries in an efficient manner

3. • Maintaining the service level standards
COURSES Completed at FNB Life
Banking on Service
Reaching for stellar service
Customer Service
Coaching for growth
References
Jayesh Gagjee- previous service manager 0877367621/082 417 3009