Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Khishiwe Patience Tshomela

Braamfischerville

Summary

Dynamic Branch Manager at Old Mutual Finance with a proven track record in driving sales and enhancing customer satisfaction. Skilled in team leadership and conflict resolution, I successfully motivated my team to exceed sales targets, achieving a 20% increase in branch profitability. Committed to operational excellence and fostering strong client relationships. Versatile branch manager offers financial consulting, cash handling and employee coaching and training expertise coupled with outstanding time management and conflict resolution skills. Seasoned leader with several years of experience overseeing day-to-day operations of branch. Committed to finding creative ways to motivate employees to exceed customer service and sales goals. Enthusiastic professional experienced in leading branch staff to exceed sales goals while delivering excellent customer service. Results-driven Branch Manager with several years of comprehensive experience in financial services. Polished in managing branch, promoting, and marketing branch products and allocating funds. Deeply familiar with banking rules and regulations. Friendly professional dedicated to promoting and maximizing sales opportunities. Talented branch manager successful in managing highly effective teams with focus on account service and retention. Detail-oriented financial professional with several years of industry experience. Persuasive communicator with proactive approach to resolving account and customer service issues. professional and dedicated team player experienced in overseeing operations of individual and multi-unit facilities. Develops successful programs to improve profitability. Seeking new position with exciting challenges where great skills will be valued.

Overview

12
12
years of professional experience

Work History

Branch Manager

Old Mutual Finance
Heidelberg
04.2022 - Current
  • I manage a team of financial and client relations consultants and all processes in the branch to ensure achievement of objectives and drive overall branch performance.
  • I am Individually accountable, for ensuring sales targets and objectives of the team are achieved.
  • Supporting and motivating the consultant team in the branch to drive sales and service of insurance and lending products, as well as referrals and collections and effectively communicating and setting clear expectations on targets and required outcomes. Managing the branch as a profit centre, ensuring the appropriate balance of products sold, service and expenses.
  • Manage and supervise the consultant team through effective performance appraisal, handling of disciplinary issues, and monitoring of staff attendance.
  • Conduct manager reviews and ensures policies, procedures and company values are adhered to in all branch operations, and that there is a compliance of processes for audit purposes and deal proactively with any non-compliance.
  • Ensuring that consultants are properly trained and internal capabilities are developed through the identification of talent, ongoing informal and formal coaching and mentoring and the structuring of effective development plans focused on both sales and soft skills.
  • I plan and monitor daily and future activities and progress to identify any impact on targets and productivity and ensure all operations run smoothly and efficiently.
  • Maintaining branch operations through effective expense and cost management in support of branch profitability.
  • Ensure that all people resources, systems and equipment are in place, functional and comply with the corporate identity to promote professionalism and efficiency of the branch.
  • Achieve superior customer service and client centric behavior through resolving client queries and complaints promptly, professionally and effectively. Manage the relationship with internal & external stakeholders (RMM, i-Wyze, Octogen, PFA, etc.) and to effectively manage the referral process between business units.
  • Proactively identify new business or sales opportunities and actively and effectively market the products and services to ensure business growth.
  • Manage staff schedules and delegated tasks to optimize workflow efficiency.
  • Train new employees on customer service techniques and product knowledge.
  • Facilitating customer interactions to resolve inquiries and enhance satisfaction.
  • Analyze branch performance data to identify areas for improvement and growth.
  • Conduct regular staff meetings to discuss goals, updates, and team performance.
  • Coordinate with regional management to align branch objectives with corporate strategy.
  • Manage staff scheduling, hiring, and training processes.
  • Direct daily operations of the branch, including customer service, sales, and marketing activities.
  • Manage and inspire team members to perform to their full potential, driving branch profitability.
  • Conduct regular performance reviews for all employees in the branch.
  • Monitor the financial performance of the branch on a monthly basis.
  • Provide guidance and support to team members regarding problem resolution and customer service issues.
  • Plan work schedules to maintain adequate staffing levels.
  • Resolve escalated customer complaints in a timely manner.
  • Building strong rapport with new and existing clients to better serve financial needs, and promote branch loyalty.
  • Assign duties to employees, and examine work for accuracy, neatness, and timeliness.
  • Develop strategies to increase customer satisfaction and loyalty.
  • Discipline employees to encourage compliance with company policies and procedures.
  • Facilitate weekly meetings with staff members to discuss progress on current initiatives.
  • Establish and build customer relationships through targeted outreach and initiatives.
  • Work cross-functionally to plan and establish branch goals, supporting strategic objectives.
  • Create reports summarizing operational performance metrics for senior management review.
  • Establish strong working relationships with external partners, such as vendors and suppliers.
  • Perform regular audits of financial records in order to ensure accuracy.
  • Design sales and service strategies to improve revenue and retention.
  • Supporting the outside sales force in servicing and obtaining new business.
  • Implementing internal control procedures to minimize risk exposure, and maximize profitability.
  • Analyze data to identify trends related to products, services, customers, and markets served by the branch.
  • Review loan applications to ensure accuracy and compliance with regulations.
  • Complying with company policies and government regulations to prevent and detect rule violations, and to protect the organization from fines and lawsuits.
  • Provide feedback on employee performance evaluations conducted by supervisors.
  • Create and update financial reports on a frequent basis to present information to leadership teams.

Client Relations Consultant

Old Mutual Finance
Brakpan
05.2018 - 03.2022
  • Acting as a first point of contact, dealing with correspondence and phone calls.
  • Managing diaries and organizing meetings and appointments for the branch and branch manager, taking down the agenda and minutes of the meetings, making sure branch SOS Audits get a high score.
  • Assisting clients in various queries, ordering branch stationery, equipment and product pamphlets, making sure the branch look and feel is welcoming and clean, checking financial consultant’s registers, making sure all branch admin is in order.
  • Using Microsoft Office software like Excel, Word, PowerPoint and Outlook.
  • Facilitated communication between clients and internal teams to address concerns.
  • Conducted regular follow-ups to ensure client satisfaction and engagement.
  • Assisted in implementing customer feedback systems to improve service quality.
  • Delivered excellent customer service using effective interpersonal and problem-solving skills.
  • Organized and managed multiple projects simultaneously while meeting deadlines.
  • Handled escalated issues from customers in a timely manner.
  • Prepared reports on customer feedback and trends.
  • Monitored customer service metrics to identify areas of improvement.
  • Followed up regularly with customers after initial contact to ensure satisfaction.
  • Presented proposals at meetings or via webinars that addressed customer requirements.
  • Conducted in-depth customer interviews to assess needs and develop solutions.

Personal Assistant

ABSA Bank
Brakpan
06.2017 - 04.2018
  • Coordinated executive schedules and managed daily calendars for senior management.
  • Organized meetings, prepared agendas, and documented meeting minutes effectively.
  • Handled correspondence, including emails and phone calls, with professionalism and clarity.
  • Maintained confidential files and ensured compliance with data protection regulations.
  • Answered incoming calls and emails promptly while managing the executive's schedule accordingly.
  • Checked personal and professional activities to remind employer of priority tasks and deadlines.
  • Organized personal and professional calendars with reminders for upcoming meetings and events.
  • Performed calendar management and scheduling of appointments for the executive.
  • Greeted visitors in a professional manner and provided assistance with inquiries.
  • Maintained clerical correspondence via email and phone.
  • Managed office supplies inventory and placed orders when necessary.
  • Screened telephone calls and inquiries and directed as appropriate.
  • Prepared documents such as reports, presentations, agendas, and correspondence.
  • Performed various clerical tasks and organized office areas to promote productivity.
  • Scanned documents into electronic format for storage in a secure database system.
  • Organized both physical and digital files and updated reports to coordinate project materials.
  • Proofread documents for accuracy prior to submission to the executive team.
  • Sorted mail received daily for distribution throughout the office.
  • Coordinated meetings between internal departments and external partners.
  • Provided administrative support to the executive team by conducting research and preparing statistical reports.
  • Assisted in planning and coordinating events, from small meetings to large corporate gatherings.
  • Facilitated smooth internal and external communication, acting as the first point of contact for the executive.
  • Utilized technology efficiently, including MS Office and CRM systems, to enhance productivity and organization.
  • Acted as the liaison between the executive and clients, maintaining strong professional relationships.
  • Scheduled and confirmed appointments, preventing scheduling conflicts and optimizing time management.
  • Provided assistance communicating, typing correspondence or obtaining information.

Inbound agent

Hammond Pole Attorneys
10.2016 - 04.2017
  • Managing large amounts of inbound calls in a timely manner I was following communication scripts' when handling different topics.
  • I was Identifying customer’s needs, clarifying information, and researching every issue, providing solutions and/or alternatives.
  • I had to effectively manipulate debtor’s issues, complaints and inquiries keeping debtor satisfaction at the core of every decision and behavior.
  • I also had to follow communication “scripts' when handling different topics, Identify debtors needs, clarify information, research every issue and provide solutions and/or alternatives, seize opportunities to upsell account settlements when they arise, this included Build sustainable relationships and engaging debtors by taking the extra mile this helped me to meet personal and team qualitative and quantitative targets.

Trace/Verification Agent

Hammond Pole Attorneys
02.2016 - 09.2016
  • Tracing department were first recipients of the new accounts that were handed over by the clients and we had to trace debtor’s accounts by using their full names and their identity numbers on a tracing system (XDS) in order to obtain possible contact details for them.
  • We then took those numbers and verified them by calling them.
  • We could speak to the debtor or the 3rd party, and could confirm details such as correct contact numbers, email address and their physical address so as legal documentation could be sent to them.
  • This would also help the debt collectors to contact the right person with the correct amount of money the debtor owes, when they took out the account, when the last payment was and what was the last amount of money paid to the account.
  • This would also give the debtor a chance to speak to the debt collector at that moment and make the necessary payment arrangement or request documentation regarding the particular account.

Debt collection Agent

Hammond Pole Attorneys
08.2015 - 01.2016
  • I had to collect on designated high risk delinquent accounts, maintain good customer relations with debtors and effectively solving problems in an effort to resolve account delinquency and prevent losses.
  • I was responsible for locating customers and securing payment of charged-off accounts and qualifying accounts for legal review.
  • Professionally and respectfully, persuade consumers to pay in an effort to set up payment arrangements and settlements on deficiency balance accounts while aiding in resolving negative credit history reporting for our consumers.

Crew & Barista

McDonalds Restaurant
03.2014 - 06.2015
  • Serving clients with a smile and positive attitude, maintaining a high attention to detail.
  • I was able to meet the needs of the customer. Had high energy and diplomatic comportment, even in the face of interpersonal conflict.

Waitress

Indaba Hotel Spa and Conference center
04.2013 - 01.2014
  • I was workingat a fast pace as its critical, but also maintaining an appearance of assuredness and calm.
  • I moved swiftly without appearing to run or rush. Have a high level of focus and attention, which makes working quickly easier.
  • I had to pay high attention to the details of my respective customers and tables, also meeting their needs in rapid fire in order to close one check, and get new people into those empty seats.
  • I had to manage several things at once and remain aware of various levels of need each table or customer had at that given moment. Had to make sure that tables were set correctly.

Education

Business Management -

Mancosa College
01.2022

First Aider Certificate -

NOSA
01.2022

High School Diploma -

George Khosa Secondary School
Soweto Gauteng
01.2012

Bachelor in Psychology - Psychology

UNISA
Johannesburg

Skills

  • Customer service
  • Team leadership
  • Conflict resolution
  • Sales strategies
  • Effective communication
  • Staff training
  • Client acquisition
  • Business planning
  • Collections
  • Market research
  • Key performance indicators
  • Loan documentation
  • Deductive reasoning
  • Process improvement
  • Upselling and cross selling
  • Business development expertise
  • Shift scheduling
  • Employee monitoring
  • Attention to detail
  • Staffing optimization
  • Goals and performance
  • Resourceful nature
  • Staff recruitment
  • Staff supervision
  • Sales professional
  • Loans
  • Staff management
  • Regulatory compliance
  • Risk mitigation
  • Reliable
  • Product training
  • Relationship building and management
  • Strong team-builder
  • People-oriented
  • Multi-tasking
  • Excels in team leadership
  • Operational reports
  • Sales management
  • Dependable
  • Work prioritization
  • Team player
  • Staff development
  • Branch operations management
  • Strong interpersonal skills
  • Risk analysis
  • Bottom line loanmaster loan servicing
  • Interviewing and hiring
  • Excellent communication skills
  • Verbal/written communication
  • Banking

References

References available upon request.

Timeline

Branch Manager

Old Mutual Finance
04.2022 - Current

Client Relations Consultant

Old Mutual Finance
05.2018 - 03.2022

Personal Assistant

ABSA Bank
06.2017 - 04.2018

Inbound agent

Hammond Pole Attorneys
10.2016 - 04.2017

Trace/Verification Agent

Hammond Pole Attorneys
02.2016 - 09.2016

Debt collection Agent

Hammond Pole Attorneys
08.2015 - 01.2016

Crew & Barista

McDonalds Restaurant
03.2014 - 06.2015

Waitress

Indaba Hotel Spa and Conference center
04.2013 - 01.2014

Business Management -

Mancosa College

First Aider Certificate -

NOSA

High School Diploma -

George Khosa Secondary School

Bachelor in Psychology - Psychology

UNISA

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Khishiwe Patience Tshomela