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
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
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