Mpho Dlamini's CV summarizes his personal and educational background, employment history, duties and achievements. He has over 15 years of experience in customer service roles within the banking industry, currently working as a consultant at Standard Bank. He holds a diploma in e-commerce and matriculated from Durban High School. His career highlights include being named Service Consultant of the Year at Standard Bank's Business Online department.

1. Curriculum Vitae
Of
Mpho Dlamini

2. Personal Details:
Name and Surname : Mpho Dlamini
Address : 112 Pontinello
Manderin Road
Honeydew Grove
2040
Telephone Number : 072 614 9009
Alternative Contact Number : 084 843 7261
E/mail address : Mpho.dlamini3@standardbank.co.za
Identity Number : 7612065725082
MaritalStatus : Married
Gender : Male
Nationality : South African
Home Language : English, Sotho, Zulu
Educational Qualifications:
Last School Attended : Durban High School
Highest Standard Passed : Grade 12
Subjects Passed : English HG
Afrikaans HG
Mathematics SG
Physical Science SG
Business Eco HG
Geography HG
Zulu 3rd
HG

3. Higher Education:
Institute: Natal University
Qualifications: Diploma in E – Commerce (Not complete)
Areas Covered Computer course : Understanding a Computer
Desktop Navigation / Windows
Microsoft Word
Sending and Receiving E/Mail
Introduction to Internet and Intranet
Printing Documents
Excel
Areas Covered : Business Management
Basic Web Design
Principles of Marketing
Organisational Behaviour
Work Groups

4. Employment History:
Name of company : Standard Bank (TPS Premier Service Desk)
Period employed : August 2011
Position held : Consultant
Reference : AndrietteMeyer (011 858 8439)
Name of Company : Standard Bank (Business Online)
Period Employed : November 2009 – July 2011
Position Held : Business Online Consultant
Products and Services supported : First level support
Technical support
Passwords support
Account Management / Funds transfer support
Admin Support
Host to host
Naedos
Beft
Bds
Account verification
Businessonline
Duties
Attend to client and stakeholder queries telephonically, via e-mail or fax.
Effectively resolving internal and external client problems, by analysing the facts, and providing an appropriate
resolution.
Relationship maintenance on a day to day basis by delivering service excellence to internal and external clients.
Support to clients, and CIB business units – ITS, Investor Services, TPS, and VAF.
Query escalation and follow up until resolved
Accurately report on daily tasks
Exceeding client needs; building relationships; and taking responsibility for client experience
Understanding customer’s needs and identifying solutions/alternatives to problems;
Duties : Account Management:
Assisting clients who makes use of the Electronic Banking
Systemwith their technical queries regarding accessing the
Systemand errors they get.
Assisting clients with Statements, current accounts, call
Account queries.
: Funds Transfer
Assisting clients in making electronic payments for various reasons
Assisting clients with the creation of creditors, debtors and CDI
Assisting clients with unsuccessful batches

5. Competencies Exceptional telephone skills and manners
Positive, professional, customer-oriented attitude
Able to make decisions
Self Starter
Proactive team player
Ability to remain calm and focused under pressure
Adapt to change
Continuous Improvement
Reason for Leaving : growth opportunity with PSD
Reference : Cassandra Rodrigues
: 011 299 3159
Name of Company : Standard Bank Homeloans
Period Employed : September 2007 to September 2009
Position Held : Query Fulfilment Consultant
Duties : Vetting of own insurance documents
Approvingand loading of insurance
Requesting refunds from SIL
Communicating feedback with regards to insurance with client’s,
broker’s, branches, attorney’s, mortgage originators and internal staff
Adhering to therequired service level agreement
Name of Company : SBSA Stannic Insurance)
Period Employed : September 2005 to September 2007
Position Held : Inbound / Outbound Insurance Operator
Duties : Updating details on client’s account
Approvingand loading of insurance
Resolve all insurance related queries
Communicating feedback with regards to insurance with client’s, brokers,
branches.
Adhering to therequired service level agreement
Reason for Leaving : Seeking further growth
Reference : Sue Naicker 011 858 6017

6. Name of Company : ABSA Allpay
Period Employed : September 2003 to September 2005
Position Held : Remote Agent
Duties : Opening new Sekelula Account for government pension staff
Informing clients about theaccount and additional services ABSA
offers
Liaising with Department of Social Services
Reason for Leaving : Opportunity to join Standard Bank
About me:
Adept at both oral and written Communication Skills and I’m able to interact effectively with individuals from all
walks of life with the ability to communicate with impact
Experienced in a client-facing environment. Customer service orientated treats customer satisfaction as a top priority
Self-motivated: Able to set effective priorities and implement decisions, procedures to achieve immediate and long
term company goals and meet operational deadlines.
The ability to motivate others and encourage others to better themselves.
The ability to absorb new skills quickly.
Assertive– speak out on important issues but open to constructive feedback.
Forward planning – think ahead, anticipate problems, proactive.
Demonstratea high level of personal organization.
Deadline conscious and able to work well under pressure.
Confident, self-starters, independent yet work well in a team.
Ability to work under pressureand remain meticulous and courteous.
Ability to liaise with a diversity of peopleat all levels.
Strong attention to detail.
Ethical and professional
Analytical abilities
Ability and willingness to follow through.
I am willing to learn and be a part of your organization. I am very confident and perceptiveand achieve excellence at
my work.

7. My strongest commitment is to derive success from a job well done. I am able to work under pressurized conditions
with minimum supervision and willing to go the extra mile to achieve my goals.
.
Personal achievements:
Was the Service Consultant of the year at Business Online
Building relationships with stakeholders, clients, team members and management.