Dorothy Bathini Simelane
Johannesburg
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
28
28
years of professional experience
Work History
Service and Customer Management Executive
Nedbank Group Technology
01.2016 - Current
- I facilitate, manage and deliver IT services to all the Nedbank Clusters including Africa regions
- I am accountable for strategic planning, business analysis and portfolio management.
- I identify cost saving opportunities through product rationalization demand management and Innovation – on-going assessment of the current value proposition to identify gaps in both the core proposition and the product surround
- Develop and implement strategies to address those gaps
- I ensure all business requirements are documented through service standards and that all the agreed service standards are met
- I manage service delivery, SLAs and reporting for all services provided
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline
- Keeping abreast of ICT trends, stimulate and manage new business demand
Product Development Manager
Nedbank Corporate
03.2011 - 12.2015
- Oversaw the development of Issuing and Acquiring card products including Debit and Credit cards; Mobile payments, airtime purchases and remittances; ATM, Client notifications and Internet banking transaction types in Africa regions
- Boosted revenue through the successful launch of innovative products that met market demands and consumer needs.
- Monitored end-to-end product performance/health and recommend remedial action where needed
Manager: Product and Supplier Management
Diners Club International
10.2010 - 02.2011
- Continuously enhance the Customer Value Proposition across the existing Personal Card products
- Identify new business develop opportunities to introduce new products and services to both optimise the existing client base, and to attract new customers
- Understand customer behavior through rigorous analysis of the portfolio
- Establish a competitor monitoring initiative Maintain all product copy, application forms, Terms and Conditions etc
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Relationship Manager
Diners Club International
04.2001 - 09.2010
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Developed customer surveys to measure customer satisfaction and identify areas of improvement.
Key Accounts Manager
First National bank
01.1996 - 12.2000
- To represent FNB in client interaction with their Blue-Chip customers
- Optimized resource allocation by monitoring budgets closely while overseeing projects from inception till conclusion.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Education
BCOM in Marketing And Management Science - Marketing
IMM Graduate School
Johannesburg, South Africa12.2025
Skills
- Strategic Planning
- Business Development
- Process Improvement
- Managing Operations and Efficiency
- Decision-Making
Competencies And Abilities
- Good planning and organizing skills
- Interpersonal Skills: Written and Verbal Communication
- Decision making and problem solving
- Ability to work under pressure
- Ability to work independently
- Ability to prioritize and identify important or urgent matters
- Ability to think and be creative
- Ability to deal with difficult clients
Other Training And Education
- Africa Expansion Programme – Duke University 2019
- Prince 2 Foundation – Project Management
- Leadership Development Programme
References
- Alon Stransky, 011 294 1644, Nedbank Limited, Head Transactional Banking Sales
- Franco Regnani, 082 902 1716, Diners Club International, COO
Timeline
Service and Customer Management Executive
Nedbank Group Technology
01.2016 - Current
Product Development Manager
Nedbank Corporate
03.2011 - 12.2015
Manager: Product and Supplier Management
Diners Club International
10.2010 - 02.2011
Relationship Manager
Diners Club International
04.2001 - 09.2010
Key Accounts Manager
First National bank
01.1996 - 12.2000
BCOM in Marketing And Management Science - Marketing
IMM Graduate School
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