Hi, I’m
Kaylene Van Neel
Service Consultant
Cape Town
Summary
Dynamic Service Consultant at Capitec Bank with a proven track record in client relationship building and sales expertise. Enhanced customer satisfaction through effective complaint resolution and strategic networking, leading to high-value account acquisition. Adept at training staff and implementing innovative solutions, consistently exceeding sales goals while fostering a positive team environment.
Overview
9
years of professional experience
3
years of post-secondary education
2
Certifications
1
Language
Work History
Capitec BankCape Town
Service Consultant
06.2016 - 01.2025
Job overview
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Successfully collaborated with cross-functional teams in order to develop innovative service offerings tailored to the unique needs of each client.
- Provided information about service procedures and expected timelines.
- Discussed options with clients and determined appropriate plans.
- Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
- Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
- Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Consistently updated knowledge of industry trends and best practices, ensuring the delivery of cutting-edge solutions to clients at all times.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
Capitec BankCape Town
Assistant Branch Manager
05.2024 - 11.2024
Job overview
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Supervised team of 9 branch employees and made recommendations regarding performance evaluations.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Conducted regular performance evaluations for staff members, providing constructive feedback for professional development and growth.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Led monthly team meetings focusing on progress updates, goal-setting sessions, best practices sharing and collaborative problem-solving.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
Education
DamelinCape Town, South Africa
Diploma from Business Management
02.2012 - 02.2015
Skills
Client relationship building
Customer relations
Sales expertise
Public speaking
Complaint resolution
Negotiation tactics
Staff education and training
Account management
Networking
Schedule management
Technical support
Banking industry background
Certification
FET: Banking
Timeline
Assistant Branch Manager
Capitec Bank
05.2024 - 11.2024
National Certificate in Banking
11-2020
FET: Banking
10-2018
Service Consultant
Capitec Bank
06.2016 - 01.2025
Damelin
Diploma from Business Management
02.2012 - 02.2015