Lorentino Kisting
Windhoek
Summary
With a proven track record at FNB Namibia, I excel in leadership and customer service, significantly enhancing team performance and client satisfaction. Expert in quality assurance and coaching, my strategies have consistently met or exceeded performance benchmarks, demonstrating a keen ability to multitask and motivate. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Contact Center Team Leader
FNB Namibia
Windhoek
10.2020 - 12.2023
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Developed incentive programs to motivate staff and increase team performance.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
- Collaborated with other departments to ensure timely resolution of customer inquiries.
- Ensured adherence to departmental policies such as attendance guidelines, dress code policy.
- Maintained up-to-date knowledge of industry trends and customer service best practices.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Analyzed data from surveys to identify areas of improvement within the contact center.
- Resolved escalated customer inquiries in a timely manner.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Managed escalated customer complaints, ensuring timely and effective resolution.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Participated in recruitment efforts by conducting interviews for potential candidates.
- Identified opportunities for process improvements that would increase efficiency.
- Assessed individual performance through one-on-one conversations and quarterly reviews.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Online Banking Helpdesk Multi-Skilled Consultant
FNB Namibia
Windhoek
02.2018 - 10.2020
- Worked with confidence and enthusiasm to overcome challenges and aim for excellence
- Brought forth the ability to plan and effectively manage time
- Worked in collaboration with other team members to achieve success
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Evaluated existing systems and processes against industry best practices to enhance efficiency.
- Analyzed key performance indicators to identify effective strategies.
- Implemented strategies to take advantage of new opportunities.
- Monitored operations and reviewed records and metrics to understand company performance.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
Multi-Skilled Consultant
FNB Namibia
Windhoek
03.2017 - 02.2018
- Set specific goals for projects to measure progress and evaluate end results.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Monitored operations and reviewed records and metrics to understand company performance.
- Identified needs of customers promptly and efficiently.
- Maintained positive working relationship with fellow staff and management.
- Analyzed key performance indicators to identify effective strategies.
- Implemented strategies to take advantage of new opportunities.
- Maintained updated knowledge through continuing education and advanced training.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Teller
FNB Namibia
Windhoek
01.2016 - 03.2017
- Balanced daily cash deposits and vault inventory with zero error rate.
- Delivered exceptional service to customers in person or over telephone.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Resolved problems or discrepancies concerning customers' accounts.
- Cross-sold additional bank products when applicable to meet customer needs.
- Verified customers' identification to ensure compliance with laws and regulations.
- Verified amounts and integrity of every check or funds transfer.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
- Maintained confidentiality of all customer records and information according to company policies.
Education
High School Diploma -
Deutsche Hohere Privatschule
Windhoek, Namibia11-2013
Skills
- Strong leadership
- Call monitoring
- Coaching and mentoring
- Team motivation
- Performance tracking
- Quality control optimization
- Employee motivation
- Schedule coordination
- Customer service focus
- Training management
- Training coordination
- Quality assurance
- Ability to multitask
References
References available upon request.
Timeline
Contact Center Team Leader
FNB Namibia
10.2020 - 12.2023
Online Banking Helpdesk Multi-Skilled Consultant
FNB Namibia
02.2018 - 10.2020
Multi-Skilled Consultant
FNB Namibia
03.2017 - 02.2018
Teller
FNB Namibia
01.2016 - 03.2017
High School Diploma -
Deutsche Hohere Privatschule
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