KEFILWE MINKIE NTOKO
Gaborone,GA
Summary
Dedicated and customer-focused individual with a passion for providing exceptional service seeking a position in Bank Customer Service. Adept at handling various banking inquiries, resolving issues, and promoting customer satisfaction. Dynamic and tech-savvy individual with a passion for digital innovation in banking, seeking a position as a Bank Digital Ambassador. Skilled in leveraging digital channels to enhance customer experience and drive engagement. Experienced in developing and executing digital sales strategies to drive revenue growth and maximize customer acquisition.
Overview
10
10
years of professional experience
Work History
Digital Analyst
Standard Charted Bank
01.2019 - Current
- Manage digital sales inquiries and leads, responding promptly to customer inquiries and guiding them through the sales process
- Develop and maintain relationships with customers through various digital communication channels, including email and I-banking application
- Identify opportunities for upselling and cross-selling additional products and services to customers based on their needs and preferences
- Utilize Customer Relationship Management (CRM) systems and sales automation tools to track leads, manage pipelines, and generate sales reports
- Stay informed about industry best practices and emerging technologies in digital sales and marketing
Client Services Officer
Standard Charted Bank
06.2018 - 01.2019
- Provided courteous and efficient service to bank customers, addressing inquiries, and resolving issues promptly
- Processed transactions accurately, including deposits, withdrawals, and transfers, ensuring compliance with banking regulations
- Identified opportunities to promote banking products and services, resulting in increased customer engagement and sales
- Handled customer complaints and concerns professionally, striving to achieve satisfactory resolutions and maintain positive relationships
Digital Ambassador
Standard Charted Bank
07.2017 - 06.2018
- Delivered exceptional customer service to bank clients, addressing inquiries, and resolving issues through digital channels, including email
- Assisted customers with setting up and navigating online banking accounts, mobile apps, and other digital platforms
- Educated customers on the benefits and features of digital banking solutions, encouraging adoption and usage
- Collaborated with internal teams to identify opportunities for process improvement and enhance the digital customer experience
IT/IP Planning (IT Infrastructure Engineer Intern)
Botswana Telecommunication Corporation Limited
08.2015 - 08.2016
- Worked with BTC internal client’s user groups to define IT infrastructure requirements
- Developed architect for technologies and platforms supporting complex BTC corporate data and voice infrastructure
- Translated users’ requirements into highly specified IT infrastructure project briefs
- Identified options for potential solutions and assessing them for both technical and business suitability
- Drew up specific proposals for modified or replacement systems
- Produced project feasibility reports and present to the clients and user groups
- Planned the development of new systems; produce a detailed design and implementation plan and budget
- Produced a detailed design specification for the developers
Assistant Administrator Intern
Botswana Telecommunication Corporation Limited
04.2015 - 07.2015
- Booked training accommodation for trainees attending residential courses
- Booked training rooms and equipment for all training delivered in BTCL premises
- Identified which trainee need to sign training bonds and to administer the training bond contract
- Contacted training participants/trainees with information about their training course (objectives, content, date, location, time, duration)
- Analysed all post-training evaluations for each course and identify any issues
- Send a summary evaluation report to the Training Solutions Specialist
- Produced a schedule of work for BTCL trainers engaged in training delivery
Education
BSc - Computing
Botho University
01.2012 - 1 2013
Honors Diploma - Information Technology (Network Engineering)
Botho University/NIIT
01.2008 - 1 2010
Skills
Excellent communication and interpersonal skills
References
- Atamelang Teseletso, Product Manager, Digital Banking, Standard Chartered Bank, 72841068
- Bophelo Kelefhile, Client Service Manager, Hemamo branch, Standard Chartered Bank, +267 3902221, +26772863217
- Mr Obakeng Kurwana, Security IP Engineer, Botswana Telecommunications Corporation, 73330631
Timeline
Digital Analyst
Standard Charted Bank
01.2019 - Current
Client Services Officer
Standard Charted Bank
06.2018 - 01.2019
Digital Ambassador
Standard Charted Bank
07.2017 - 06.2018
IT/IP Planning (IT Infrastructure Engineer Intern)
Botswana Telecommunication Corporation Limited
08.2015 - 08.2016
Assistant Administrator Intern
Botswana Telecommunication Corporation Limited
04.2015 - 07.2015
BSc - Computing
Botho University
01.2012 - 1 2013
Honors Diploma - Information Technology (Network Engineering)
Botho University/NIIT
01.2008 - 1 2010
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