Hiking and Camping
Kagiso Ramashala
Head: FNB Client Services/ Client Experience Manager
Johannesburg
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Successful Client Experience Manager and a Product Manager with 8 years of experience addressing customer requests and concerns, creating first to market revenue generating products and improving the business's competitive advantage. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic in handling difficult situations through resourcefulness and adaptability.
Collaborative leader with dedication to partnering with coworkers to promote an engaged, empowering work culture with documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Client Experience Manager
FNB
Johannesburg
05.2019 - Current
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Streamlined reporting processes to provide clients with timely insights on key performance indicators crucial for their business success.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Built strong internal partnerships with sales, marketing, operations, and other departments to align on best practices for enhancing the overall client experience.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Spearheaded initiatives to improve overall client experience, including staff training and process improvements.
Cash Solutions Product Manager
FNB
Johannesburg
06.2016 - 04.2019
- Compiled product and customer data to generate informed profit projections.
- Managed stakeholder expectations effectively throughout the entire product development process.
- Implemented Agile methodologies for more efficient project management and team collaboration.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
- Conducted market research to identify new opportunities and target markets.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Maintained positive vendor relations to build strong partnerships.
- Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
Product Development Specialist
Absa Bank
Johannesburg
03.2008 - 04.2016
- Created product roadmaps to help guide product development processes and align with overall business goals.
- Prepared detailed functional specification documents for product innovation and improvements.
- Developed comprehensive product documentation, leading to improved communication between stakeholders and a smoother launch process.
- Led user-testing initiatives that provided valuable feedback on potential improvements before mass production began.
- Approved product documentation to promote easy-to-follow manuals and technical documents.
- Developed business cases for proposed products and presented to project stakeholders.
Client Service Representative
Virgin Money SA
Johannesburg
06.2005 - 02.2008
- Collaborated closely with sales teams to ensure smooth handoffs of new accounts, facilitating seamless transitions from prospect to client status.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Bachelor of Business Administration (Honors) - Business Administration And Management
Mancosa Business School
Johannesburg, South Africa 01.2024 - 11.2024
BBA - Business Administration And Management
Mancosa Business School
Johannesburg, South Africa 02.2018 - 11.2020
National Certificate: Wealth Management - Financial Planning
Academy of Financial Markets
Johannesburg, South Africa 01.2013 - 11.2013
Management Development Program - Management
Gordon Institute of Business Studies
Johannesburg, South AfricaHigh School Diploma -
Sunward Park High School
Boksburg, Gauteng 01.1997 - 12.1997
Skills
Decision Making
undefinedAccomplishments
2021 - 2022 - I was nominated to be part of the FNB Transactions Pillar Junior Board.
Projects Implemented - Future of Banking/ Bank-in-a Box.
While serving as a Junior Board Representative, I was part of expanding FNB's market share and footprint in the Kamers/Makers Expo.
I'm a part of the Social Economic and Transformation Committee (SETCOM) representing FNB TxP Cash.
Volunteer work for our adopted Children's Orphanage namely Malaika Children's Orphanage
Interests
Motorsports (MotorGP/SBK)
Music and Music Production/DJ
Travelling
Dinning out
Additional Information
Previous Customer Services Roles fulfilled:
DSTV Sales and Technical Consultant - 2003 - 2004
Europ Assistance SA - Medical Travel Sales Consultant - 2002 - 2003
International Healthcare Distributors (IHD) Johannesburg - 2000 - 2003
Timeline
Bachelor of Business Administration (Honors) - Business Administration And Management
Mancosa Business School
01.2024 - 11.2024
Client Experience Manager
FNB
05.2019 - Current
BBA - Business Administration And Management
Mancosa Business School
02.2018 - 11.2020
Cash Solutions Product Manager
FNB
06.2016 - 04.2019
National Certificate: Wealth Management - Financial Planning
Academy of Financial Markets
01.2013 - 11.2013
Product Development Specialist
Absa Bank
03.2008 - 04.2016
Client Service Representative
Virgin Money SA
06.2005 - 02.2008
High School Diploma -
Sunward Park High School
01.1997 - 12.1997
Management Development Program - Management
Gordon Institute of Business Studies
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