EUGENE TEBOGO TSURO
Gaborone
Summary
Seasoned Professional Banker, experienced in Office Management and Administration, optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and a leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams ensuring operational and service excellence.
Overview
26
26
years of professional experience
Work History
Administration Manager
First National Bank Botswana
01.2022 - Current
- Branch Cash Management (treasury Custodian), Cash reports, Teller Supervisor, Migration of customers to digital platforms, Mitigating fraud and money laundering, ATM/ADT monitoring, Query Resolution - Manage clients queries logged by clients and closed them on time, Managing costs / expenses within approved budget to achieve cost efficiencies, Support front line staff by assisting and closing customer requests, Maintain an efficient electronic tracking and monitoring processes on all activities and timelines for administrative and process support, Training and mentorship of staff, Supervising multi-disciplinary teams of staff including cleaning, maintenance, security, Stakeholder management and offering human resource services
- Prepared comprehensive reports on departmental performance for senior management, enabling informed decision-making and strategic planning efforts.
- Supervised hiring processes and vendor relationships to maintain smooth operations for company.
- Maintained up-to-date knowledge of industry best practices in administration management through continuous learning opportunities, ensuring a competitive edge in service provision.
Administration Coordinator
First National Bank Botswana
03.2014 - 02.2016
- Collaborated with cross-functional teams to establish project timelines and execute tasks efficiently within deadlines.
- Coordinated large-scale events such as conferences or workshops, managing logistics, invitations, registration, and attendee experiences.
- Streamlined administrative processes by implementing efficient filing systems and organizational tools.
- Reduced expenses through diligent monitoring of supplies inventory, evaluating vendors, and negotiating contracts.
Sales Coordinator
First National Bank Botswana
06.2009 - 01.2013
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Deployed and assessed strategies for retaining customers and maximizing account servicing opportunities to promote revenue consistency.
- Served as a liaison between internal departments such as production, logistics, finance, ensuring seamless end-to-end management of client accounts.
- Negotiated contracts on behalf of the organization while adhering to set guidelines; leading successful deals that resulted in increased profits.
Teller Coordinator
First National Bank Botswana
05.2004 - 01.2009
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Used bank database and software to record transactions.
- Trained and coached tellers on banking operations to provide exceptional customer service.
- Assisted in developing and implementing new policies to optimize teller performance, resulting in improved customer service and operational efficiency.
- Managed branch vault by verifying accuracy of cash transactions.
- Participated in community outreach events on behalf of the bank, strengthening relationships with local businesses and residents.
- Increased accuracy in transaction processing by conducting thorough audits and reconciliations.
- Balanced cash drawers at the end of each day, ensuring accurate reporting and minimizing discrepancies.
Service Advisor
First National Bank Botswana
04.2005 - 01.2006
- Reduced wait times with efficient coordination of service tasks among technicians.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Followed up with customers to offer additional support and check resolution satisfaction.
Sales Consultant
First National Bank Botswana
06.2003 - 01.2005
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Maximized customer retention by resolving issues quickly.
- Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
- Conducted comprehensive product demonstrations for clients, resulting in increased understanding of features and benefits.
- Exceeded quota expectations consistently through diligent prospecting efforts and effective pipeline management techniques.
Teller
First National Bank Botswana
01.2000 - 01.2003
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Processed customer transactions promptly, minimizing wait times.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
Forex Officer
First National Bank Botswana
03.1998 - 01.1999
- Reduced risk exposure with thorough research and evaluation of economic indicators.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Leveraged technical analysis techniques to establish entry points for optimal trade placement.
- Maintained accurate records of all foreign exchange transactions, ensuring audit readiness at all times.
- Negotiated competitive rates with counterparties, maximizing profit potential for clients and the organization alike.
- Optimized transaction processes by streamlining workflows and reducing operational inefficiencies.
Education
Managers Development Program -
FNB
Gaborone, Botswana08.2024
Bachelor of Business Administration and Change Leadership -
Botswana Open University
01.2021
COP Long term and short term Insurance -
Botswana Accountancy College
01.2019
Skills
- Compliance
- Data Analytics
- Quality Assurance
- Risk Management
- Leadership
- Banking/treasury
- Account reconciliations
- Financial Management
- Policy analysis
- Organizational Leadership
- Office Management
- Project Management
Accomplishments
- Reasonable Assurance Audit, 01/2023
- High assurance Risk Review, 10/2023
- Fraud Detection & Mitigation
- Outstanding customer service award by the CEO, 2000
- Long Service Award 10 years and 20 years
Inserviceeducation
- Administration & Operational Programme
- Leadership programmes
- Performance Management
- Chairing Disciplinary Hearing
- Business Continuity
- Emotional Intelligence
- Digital Banking
References
- Ms Jennifer Jamieson, Branch Manager, Broadhurst Branch, +267 71886001
- Ms. Phetso Ntsowe, Branch Manager, First National Bank Botswana, Gaborone, +267 72203253
- Ms. Bonnie Lekgau, Branch Manager, First National Bank Botswana, Gaborone, +267 72250646
- Ms. Olivia Matsheka-Motlhatlhedi, Head of Operations- Channels, First National Bank Botswana, Gaborone, +267 72172523
Managed project renovations for;
- Mahalapye FNB Branch
- Airport Junction FNB Branch
- Broadhurst FNB Branch
Timeline
Administration Manager
First National Bank Botswana
01.2022 - Current
Administration Coordinator
First National Bank Botswana
03.2014 - 02.2016
Sales Coordinator
First National Bank Botswana
06.2009 - 01.2013
Service Advisor
First National Bank Botswana
04.2005 - 01.2006
Teller Coordinator
First National Bank Botswana
05.2004 - 01.2009
Sales Consultant
First National Bank Botswana
06.2003 - 01.2005
Teller
First National Bank Botswana
01.2000 - 01.2003
Forex Officer
First National Bank Botswana
03.1998 - 01.1999
Managers Development Program -
FNB
Bachelor of Business Administration and Change Leadership -
Botswana Open University
COP Long term and short term Insurance -
Botswana Accountancy College
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