BABALWA MOATLHAPING
FINANCE, BANKING AND ACCOUNTING
Gaborone,GA
Summary
Experienced Representative with a demonstrated history of working in the customer service and finance industry. Skilled in Communication, Customer Service, Microsoft Office, and Personal Finance. Strong professional with a Bachelor of Arts - BA Hons. Focused in International finance and banking from Sheffield Hallam University and currently undergoing CIMA (CGMA).
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
MIGRATION OFFICIAL
FIRST NATIONAL BANK
GABORONE, Gaborone
08.2023 - Current
- Manage growth of customer self service utilization to increase client migration to E channels
- Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
- Manage exiting clients and grow portfolio through making contact and generating leads
- Coach frontline staff to provide appropriate experience to customers in terms of migration to eChannels
- Developed comprehensive migration plans, ensuring seamless transitions to new systems.
- Supported system integration efforts by aligning data structures between legacy systems and target platforms.
- Evaluated the effectiveness of existing migration strategies, refining approaches to improve overall success rates.
- Managed expectations of stakeholders by setting realistic goals and delivering on promises within agreed-upon timeframes.
ACTING SERVICE ADVISOR
FIRST NATIONAL BANK
01.2024 - 02.2024
- Maintains and guides Branch daily look and feel (Physical appearance of branch image) inside and outside
- Assessing customer needs and facilitate resolution thereof
- Complaints management and service recovery initiatives
- Identifies and carries out customer migration in line with Brick to Clicks strategy
- Maintains Marketing material stock levels
- Followed up with customers to offer additional support and check resolution satisfaction.
- Suggested additional services to customers in order to meet upsell goals.
Multi-Skilled Consultant
FIRST NATIONAL BANK
Gaborone, Gaborone
04.2022 - 07.2023
- Achieve net profit growth for business
- Achieve delivery of exceptional customer experience against Balanced Scorecard standards
- Manage performance standards for relief role(s) in either Telling, Service, Sales or Administration
- Comply with governance in terms of legislative and audit requirements
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
- Managed client relationships through regular check-ins and updates on project progress.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
ATM Custodian
FIRST NATIONAL BANK
Gaborone, Gaborone
08.2022 - 10.2022
- Take full custodianship of ATM/ADT devices
- Achieve the delivery of exceptional customer by providing first line support and after hours support on a 7 day standby week according required Service Level Agreements
- Self Service Devices availability measured by means of the ATM/ADT reports and benchmark 98% uptime agreed
- (excluding uncontrollable downtime due to mechanical defects)
- Improved ATM uptime by performing regular maintenance and troubleshooting tasks.
- Ensured customer satisfaction with efficient cash replenishment and accurate transaction records.
- Reduced downtime by promptly addressing hardware and software issues in ATMs.
- Streamlined cash management processes through diligent tracking and reporting of ATM balances.
- Implemented preventative maintenance measures, reducing equipment malfunctions and improving overall reliability of ATMs.
Sales Consultant
FIRST NATIONAL BANK
Gaborone, Gaborone
01.2022 - 03.2022
- Continuously identifying new business opportunities and actively grow merchant base by targeting quality, profitable business as well as cross selling
- Ensures that excellent service standards are maintained through-out the branch
- Keep up to date with product changes and enhancements and prepare and present proposals for potential clients
- Ensure that FNB Product/s is actively promoted to establish a presence in the market
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Provided sales and customer service assistance to walk-in traffic
- Followed up with existing customers to provide additional support and address concerns.
SERVICE CONSULTANT
FIRST NATIONAL BANK
Gaborone
08.2021 - 01.2022
- Drive significant growth and profitability in context of cost management through Identification, control and escalation of potential risks which may lead to increased costs
- Resolve customer dissatisfaction/complaints by taking ownership of the problem
- Analyze customer feedback to help improve customer service
- Know and understand customer needs in order to deliver a quality service
- Propose ideas to improve customer service
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Provided information about service procedures and expected timelines.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Successfully collaborated with cross-functional teams in order to develop innovative service offerings tailored to the unique needs of each client.
- Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
Education
CIMA - Accounting
SELF STUDY
04.2001 -
Bachelor of Arts - International Finance
SHEFFIELD HALLAM UNIVERSITY
05.2017 - 07.2020
Certificate of Proficiency (COP) - Short Term -
INSURANCE ACADEMY OF BOTSWANA
02.2022 - 04.2022
Certificate of Proficiency (COP) - Long Term -
INSURANCE ACADEMY OF BOTSWANA
06.2019 - 09.2019
Skills
Microsoft Office
Strong Communication
Team work
Analytical
Problem-Solving
Computer Literacy
Innovation and Resourcefulness
References
- Mrs Caroline Kepaletswe, First National Bank Botswana, Branch Manager (First Place Branch), +267 76103740, Caroline.Kepaletswe@fnbbotswana.co.bw
- Mrs Mpho Mosojane, First National Bank Botswana, Branch Manager (Mall Branch), +267 395 9433, 7310 0115
- Mr Blessing Mandizha, Botswana Accountancy College, Senior Lecturer, +267 7672 4644, bmandizha@gmail.com
Languages
English
Native language
English
Advanced
C1
Setswana
Advanced
C1
Hobbies
- Artistic Activities (drawing and painting)
- Exercising
- Travelling
Timeline
ACTING SERVICE ADVISOR
FIRST NATIONAL BANK
01.2024 - 02.2024
MIGRATION OFFICIAL
FIRST NATIONAL BANK
08.2023 - Current
ATM Custodian
FIRST NATIONAL BANK
08.2022 - 10.2022
Multi-Skilled Consultant
FIRST NATIONAL BANK
04.2022 - 07.2023
Certificate of Proficiency (COP) - Short Term -
INSURANCE ACADEMY OF BOTSWANA
02.2022 - 04.2022
Sales Consultant
FIRST NATIONAL BANK
01.2022 - 03.2022
SERVICE CONSULTANT
FIRST NATIONAL BANK
08.2021 - 01.2022
Certificate of Proficiency (COP) - Long Term -
INSURANCE ACADEMY OF BOTSWANA
06.2019 - 09.2019
Bachelor of Arts - International Finance
SHEFFIELD HALLAM UNIVERSITY
05.2017 - 07.2020
CIMA - Accounting
SELF STUDY
04.2001 -
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