FIONA MACEDO
Economist
Summary
Talented, proactive customer centric digital banker with 7 years strategic and management experience in digital banking (17 years in the digital ecosystem), acquiring (point of sale) and eCommerce platforms. A bustling positive growth consecutively for the entire period whilst faced with tough competitors in the small Eswatini economy. Constantly adjusting to the needs of clients, remaining innovative and making change the new normal which demands that I constantly stay on my toes. A constant high performer through out working career.
Overview
17
17
years of professional experience
Work History
Digital Banking Manager
First National Bank Eswatini
7 2015 - Current
- Electronic Banking Manager will manage Electronic Banking client relationships based according to an allocated segment within FNB
- Requirement to consult with clients within this portfolio to achieve, growth in solution usage, user experience of system and ensure client retention and stickiness. Segment being a keystakeholder.
- Ability to commercialize the use of the various layers of functionality within platforms or any other electronic solutions by increasing financial and non-transaction volumes resulting in revenue growth per client and solve for day to day client pain points across the available network of digital, acquiring and eCommerce solutions.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Team Leader - Electronic Banking
First National Bank Eswatini
10.2011 - 06.2015
- Selling of Electronic Banking Products to existing and potential clients, with on-going and consultation with clients to ensure customer retention
- Continuous liaising with Branch Managers and FNB branches allocated to the account
- Liaise with the call centre regarding support on the above mentioned products
- Identifying of additional business opportunities and existing accounts in order to action organizational growth targets
- Ensuring completion of new and re-occurring documentation
- Enroll customers on software and the training it requires as well as maintaining relevant electronic data.
Team Leader - Day 2 Financial
First National Bank Eswatini
12.2010 - 09.2011
- ATM Balancing for the FNB ATM network, Branch GL balancing and OTP monitoring and people development for the team.
Team Leader - Call Centre
First National Bank Eswatini
12.2008 - 12.2010
- Sale and support of all electronic and point of sale products for the entity
- Responsible for team growth and development.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Call Centre Agent
First National Bank Eswatini
07.2007 - 11.2008
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
Master of Science in Economics - Agricultural And Applied Economics
University of Swaziland
Eswatini10.2022
Bachelor of Arts - Social Sciences (Economics And Public Admin)
University of Swaziland
Eswatini 04.2001 -
Skills
Team Supervision
Account Management
Teamwork and Collaboration
Work Planning
Team motivation
Problem-Solving
Mentoring
People Management
Client Service
Complaint resolution
Analytical Thinking
Attention to Detail
Accomplishments
- Top 10 service champion 2021
- Consistent Merchant Services and digital growth for the 5 years of managing the portfolio
- Support unit of the year award 2019
- Service excellence nominee 2010
Personal Information
- Date of Birth: 02/12/1981
- Nationality: Swazi
Timeline
Team Leader - Electronic Banking
First National Bank Eswatini
10.2011 - 06.2015
Team Leader - Day 2 Financial
First National Bank Eswatini
12.2010 - 09.2011
Team Leader - Call Centre
First National Bank Eswatini
12.2008 - 12.2010
Call Centre Agent
First National Bank Eswatini
07.2007 - 11.2008
Bachelor of Arts - Social Sciences (Economics And Public Admin)
University of Swaziland
04.2001 -
Digital Banking Manager
First National Bank Eswatini
7 2015 - Current
Master of Science in Economics - Agricultural And Applied Economics
University of Swaziland