Kamvalethu Kupiso
Roodepoort,South Africa
Summary
Experienced Senior Business Consultant and Corporate Account Management with national accounts demonstrated history of working in the Banking, Wealth, Financial Planning (Healthcare Wellness) in the Financial Services Industry. RE5 Implements strategic and tactical marketing campaigns to drive engagement and sales. Bringing solid history of success in boosting program operations efficiency, conversion rates and performance. Well-versed in both online and traditional marketing approaches. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Social Media Community Manager
Standard Bank Group
Johannesburg, Gauteng
05.2022 - Current
- To provide client experience with product and campaign specific information through owned and managed social media channels
- Monitors brand reputational risk and ensures compliance to all regulatory and legislative requirements, when dealing with queries and complaints that are raised on social media platforms
- Monitor CRM and respond to query escalations from the Contact Center, HelloPeter, Twitter, Facebook, Walk-ins etc
- Community Management on all Standard Bank's local social media channels
- Liaise with other departments to stay updated on new marketing efine SA Community Strategy to meet Business requirements, and ensure that all product campaigns are measured, attributed and reported on from a holistic view (social media traffic driving to conversion) Manage PBBSA social media Centre of Excellence, in terms of resources, budgets, people, agency relationships
- Social media platforms (B2B and B2C); e/m-commerce; SEO Information technology; Mobile Applications; Online marketing; Search Engine Marketing; High Level systems design knowledge also forms part of the skill sets I am strong in
- Management of internal (business units) and Stakeholders and ensuring positive relationships are kept with external (agencies, media, etc) stakeholders
- Working with Stanbic LIB sister companies to help on Lead Generation campaigns/build
- Delivery on SLA in customer service environment
- Managing various delivery touchpoints for SLA and NPS scores and improvement strategies
- Telecommunications and financial services processes and procedures relating to customer service; stakeholder management and strategic leadership
- Business Requirements Analysis; Cost Estimation; Solution Development that comes from a background of business analysis and skilled in both Performance Motivation; And Risk management across business initiatives, product and service developments, and to ensure brand consistency
- Brainstormed to generate original online campaign ideas, innovative social engagement strategies and compelling digital content.
- Ran paid Facebook advertisements using allocated budgets and performance data to achieve maximum ROI.
- Scheduled social media posts using Hootsuite, optimizing reach and maximizing community engagement.
- Train and onboard new staff within the department
Senior Client Relations Officer
Wesmart Financial and Administration Solutions (Pty) Ltd
Johannesburg, Gauteng
10.2021 - 10.2022
- As the Senior CRO my responsibilities include leading a Team of Junior Client Relations Consultant
- Building long-term relationships with key clients Addressing customer concerns and complaints
- Creating outreach programs to increase revenue and Brand Awareness GP network relationships, Dentist and Optometry (Specsavers) management.
- Manage current and increase Hospital relationships management Improve relationships and brand awareness with retail Pharmacies nationally, such as, clicks, dischem etc
- Build relationships with all Wesmart key clients Create plans to address clients' business needs Advice clients on creating profitable processes
- Act as point of contact for complaints and escalate issues as appropriate
- Maintained detailed knowledge of company offerings to recommend appropriate products to clients.
- Met Service Level Agreements through strategic planning and workload management.
- Identified and implemented customer service and complaint handling advancements.
- Reviewed client files to identify opportunities for cross selling.
- Liaised between customers, staff and stakeholders to maintain constructive communications.
- Presented feedback findings to staff for increased understanding of service strengths and weaknesses.
- Held regular meetings with relationship manager and other officers to discuss trends and new ideas to resolve issues.
- Conducted customer surveys and recommended ways of improving customer satisfaction.
- Analysed complaint root causes to identify improvement areas.
- Achieved set KPIs with help from team leader and managers.
- Researched competitors sales activities and reported findings to manager.
- Assessed current processes to maximise opportunities for customer satisfaction.
- Applied regulatory expertise to develop compliant policies and processes.
- Help sales team up-sell or cross-sell services and products
- Ensure both the company and clients adhere to contract terms
- Study competition to find new ways to retain customers.
- Collaborate with internal teams
Senior Business Consultant
Moso Consulting Service Ptd Lty
Durban, KwaZulu-Natal
01.2021 - 09.2021
- As a Senior Business Consultant my responsibilities include building and maintaining relationships with clients and key personnel within 8 Key Account companies
- Identify and implement up-sell and cross selling opportunities not limited to short term, long term, and healthcare employee benefits to maintain and reach target
- Escalating and resolving areas of concern as raised by clients, through accurate root cause analysis and ensuring continuous improvement is driven
- Continuously manage corporate portfolios of clients in the KZN, EC, WC region in accordance with the agreed SLA
- Develop and enhance retention and growth strategies
- I maintain and improve consistent client communication and engagements track, measure and evaluate the effectiveness of CRM processes within the TRT for each client by use of Broker tools and FSP's websites
- Review, analyse reports and submit recommendations for new opportunities and align to the purpose of the business offerings
- Compile and complete registers for client and member visits
- Conduct Presentations on site visits different types of Medical Aid Schemes with a cross sell of GapCover, LISP Products
- I am also responsible to Shadow Manager based in as I am the only Consultant based in KZN
- Work with our clients in accordance with the SLA and ensure that all planned services are delivered and administrated in terms of requirements making use of ROAs to provide advice and adhere to FAIS rules
- Provide feedback to members, stakeholders within the agreed TRT
- Ensure that all events are planned and implemented effectively through wellness days and road shows Ensuring to measure success and improvements by maintaining relationships with scheme Broker Consultants and New Business Consultant to find opportunities.
- Prepared business research and financial reports for executive meetings.
- Provided consultancy expertise to other departments to encourage successful teamwork.
- Demonstrated leadership skills by practising strategic and methodological thinking.
- Completed profitable projects in collaboration with multidisciplinary teams and stakeholders.
- Troubleshot complex operational issues by diagnosing root causes and devising effective solutions.
- Addressed client enquiries and resolved issues and concerns.
- Reduced operating costs by merging and restructuring teams.
- Determined flaws and gaps and provided tactical solutions.
- Presented complex information to diverse audiences with clarity and confidence.
- Managed daily operations of department to maintain timely deadlines.
- Facilitated client project from concept to execution.
Financial Planner
Sanlam
Port Elizabeth, Eastern Cape
02.2020 - 02.2021
- As Financial Planner my responsibilities include to meet the evolving needs of clients throughout their lifetime
- Set up prospective and existing client meetings in settings that best suit their needs, to offer above-and-beyond service.
- Maintained thorough knowledge of current legal, taxation and regulatory legislation for continued compliance.
- Confidentially answered clients questions about purposes and details of financial plans and strategies.
- Used extensive market research to offer clients the latest products and services aligned to their bespoke requirements.
- Interviewed clients to determine current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance and other information needed to develop financial plan.
Paraplanner
Old Mutual
Port Elizabeth, Eastern Cape
02.2019 - 02.2020
- As a Para-Planner broad responsibility for ensuring accuracy of investment policy updates, policy valuations, CGT calculations, obtaining internal rates of return, analysing market movements across all investment products and solutions not limited to switches according to client risk profile, repurchases, income revisions, dealing with day-to-day client queries or client services such as beneficiary changes, debit order amendments, billing/payment queries
- Responsible for Ad- hoc duties, Identifying leads from life claims payments and maturities
- Check all compliance paperwork is present
- Confirm client risk profile is determined
- Discuss client objectives with planner
- Identify and obtain the information necessary to compile financial cash flow forecasts
- Compile draft net worth statement: income and expenditure statements and financial cash flow forecast and discuss with financial advisor
- Act as the main point of contact and deal effectively with queries from clients and other parties through effective communication
- Establish and build strong relationships with clients and attend client meetings with planner if required
- Organise future planning meetings with clients
- Review investment portfolio, asset allocation, risk profile etc
- Send planning figures to clients for update and revision in preparation
Client and Consulting Broker Consult
Alexander Forbes Group
Port Elizabeth, Eastern Cape
01.2018 - 01.2019
- As part of the client and consulting support team within the Alexander Forbes Health business, broad responsibility for providing professional and excellent quality service to clients, employers and members across various medical aid schemes, including liaising with medical schemes regarding corporate client medical queries and claims, providing information to clients about medical aid products and gap cover insurances
- Attended multiple broker accreditation workshops and completed several assessments, including receiving the Wealth Management NQF5 accreditation
- Identified several new business opportunities to drive revenue growth, alongside keeping abreast of developments in industry and sharing these in consulting discussions, assisting in coordinating Wellness Days
- Maintained and updated Representative FAIS requirements, including ensuring applicability with FFSB License and CMS Organization Accreditation standards
- Awarded Group former CEO (Andrew Darfoor) Prize for translating Group's “Ambition 2022” strategy into a video blog company wide.
Administrative Assistant
PPECB
Port Elizabeth, Eastern Cape
01.2017 - 12.2017
- Assisted in the training of staff members and new hires.
- Coordinated and facilitated company social outings and lunches, showing up to event venues in advance to make preparations.
- Researched, analysed and summarised data for research.
- Took detailed minutes at meetings following instructions from senior team members.
- Prioritised incoming communications to filter out basic requests and minimise disruptions.
- Prepared professional business correspondence on behalf of senior staff and organisation.
- Ordered office supplies and researched new deals and suppliers.
- Acted as main contact for internal and external clients.
Sales Consultant
ICG, International Colleges Group
Port Elizabeth, Eastern Cape
03.2016 - 12.2016
- Identified prospect needs and offered appropriate products and services.
- Increased revenue through upselling and consistent contract renewals.
- Demonstrated products to encourage purchases by showcasing features and benefits.
- Generated leads through cold calling, industry networking and social media to reach monthly targets.
- Uncovered opportunity to maximise revenue by cross-selling to existing customer base.
- Kept product knowledge up-to-date by attending regular training to deliver reliable information with confidence.
- Took inbound calls from prospective clients, offering detailed quotations and breakdown of benefits.
- Followed-up on prospective business opportunities and new clients to retain and expand client base.
Education
Grade 12 - Matric
Edu-College
Port Elizabeth2014
Certificate of Higher Education - WEALTH MANAGEMENT NQF 5 120
INSETA
01.2017 - 12.2018
Higher National Diploma - FINANCIAL PLANNING NQF 6 120
MANCOSA
Durban, KwaZulu-Natal 01.2020 - 01.2021
Bachelor of Business Administration - PGDBA
WITS
Johannesburg, Gauteng 05.2023 -
Skills
- Strong Communication and Interpersonal skills, presentation
- Microsoft Office Suite: Outlook, CRM Dynamics, Spotlight Systems, CIMS, XPLAN, Word, Excel, PowerPoint, SanFin, Navision, Social Studio, Sales Force
- Advance attention to detail and high level of confidentiality, Tender Contracts, Investments, Stakeholder Management, Strategic Planning, stakeholder management
- Good understanding of financial/banking, business, legislation, governance, investments, wealth, sales, marketing, healthcare principles and participates actively in development, FAIS
- Social strategy development
- Social analytics and reporting
Languages
English
Fluent
Xhosa
Native
Afrikaans
Intermediate
Timeline
Bachelor of Business Administration - PGDBA
WITS
05.2023 -
Social Media Community Manager
Standard Bank Group
05.2022 - Current
Senior Client Relations Officer
Wesmart Financial and Administration Solutions (Pty) Ltd
10.2021 - 10.2022
Senior Business Consultant
Moso Consulting Service Ptd Lty
01.2021 - 09.2021
Financial Planner
Sanlam
02.2020 - 02.2021
Higher National Diploma - FINANCIAL PLANNING NQF 6 120
MANCOSA
01.2020 - 01.2021
Paraplanner
Old Mutual
02.2019 - 02.2020
Client and Consulting Broker Consult
Alexander Forbes Group
01.2018 - 01.2019
Administrative Assistant
PPECB
01.2017 - 12.2017
Certificate of Higher Education - WEALTH MANAGEMENT NQF 5 120
INSETA
01.2017 - 12.2018
Sales Consultant
ICG, International Colleges Group
03.2016 - 12.2016
Grade 12 - Matric
Edu-College
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