Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Lerato Precious Moilwa

Johannesburg

Summary

Professional Summary Experienced and results-driven Service Manager with over 8 years in retail banking. Proven ability to lead teams, enhance customer satisfaction, and implement operational improvements. Adept at driving sales, managing risk, and ensuring compliance with banking regulations. Dedicated to delivering exceptional service and fostering long-term customer relationships.

Overview

12
12
years of professional experience

Work History

Service Manager

First National Bank
06.2024 - Current
  • Leads and manage a team of15 customer service representatives and tellers to achieve branch service and sales goals
  • Has Implemented process improvements that increased customer satisfaction scores by25%
  • Collaborates with branch management to develop and execute strategies for cross-selling financial products
  • Ensures compliance with all banking regulations and internal policies
  • Handles complex customer inquiries and resolves issues to maintain customer trust and loyalty
  • Supervises daily branch operations and supports the Branch Manager in meeting performance targets
  • Trains and mentors’ staff to improve service quality and operational efficiency
  • Assists in the implementation of new customer service protocols, resulting this has led in a15% increase in customer retention
  • Monitors and manages cash operations to ensure accuracy and compliance
  • Provides excellent customer service by addressing client needs and offering appropriate banking solutions
  • Promotes banking products, achieving a20% increase in product adoption among customers
  • Assists in daily cash handling and account management tasks
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.

Universal Banker

First National Bank
07.2022 - 05.2024
  • Delivered personalised banking solutions by assessing client financial needs and recommending appropriate products
  • Consistently exceed monthly sales targets by15% through proactive cross-selling of financial services
  • Managed daily cash operations, including deposits, withdrawals, and account maintenance, ensuring accuracy and compliance with banking regulations
  • Assisted in training and mentoring new hires to ensure adherence to branch policies and procedures
  • Processed high-volume financial transactions with precision and efficiency
  • Provided exceptional customer service by resolving inquiries and issues promptly
  • Promoted financial products and services, contributing to a10% increase in product adoption
  • Ensured strict compliance with security and regulatory policies

Youth Program Intern

Ekurhuleni Municipality
08.2019 - 08.2020
  • Supported daily administrative functions and adhered to the Batho Pele Principles
  • Managed approximately 30 incoming calls and emails per day from customers.
  • Coordinated youth development initiatives and monitored delivery goals
  • Organized and facilitated events, fostering community engagement and support

Teller / Collections Official

First National Bank
12.2016 - 01.2017
  • Processed cash transactions efficiently and accurately while maintaining compliance with banking standards
  • Entered transaction details into the banking system and balanced cash at the end of each shift
  • Performed collection duties within mandate agreements, managing client relationships effectively
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.

E-Banker

First National Bank
07.2015 - 11.2016
  • Enhanced customer engagement and facilitated transaction migration
  • Managed staff development and directed branch service migration strategies
  • Contributed to service quality and operational efficiency through targeted initiatives

Sales Agent

Old Mutual (iWyze)
06.2013 - 08.2013
  • Engaged with potential clients, assessed needs, and offered tailored insurance solutions
  • Demonstrated in-depth knowledge of products and achieved high sales conversion rates

Education

Bachelor of Business Administration - Marketing

Midrand Graduate Institute
01.2012

National Senior Certificate - undefined

Allanridge Combined
01.2008

Skills

  • Ability to Work Under Pressure
    Banking Operations
    Bilingual Language Fluency (Setswana, English, Afrikaans)
    Cash Management
    Communication Skills
    Critical thinking
    Customer Service Excellence
    Deadline Driven
    Decision Making Skills
    Interpersonal Skills
    Leadership Skills
    Organisational Skills
    Positive attitude
    Problem Resolution
    Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access, Projects)
    Reliable and responsible
    Self Motivated
    Team leadership
    Transaction Processing and Compliance

References

Bongani, Khumalo, Mentor, 0846028951

Timeline

Service Manager

First National Bank
06.2024 - Current

Universal Banker

First National Bank
07.2022 - 05.2024

Youth Program Intern

Ekurhuleni Municipality
08.2019 - 08.2020

Teller / Collections Official

First National Bank
12.2016 - 01.2017

E-Banker

First National Bank
07.2015 - 11.2016

Sales Agent

Old Mutual (iWyze)
06.2013 - 08.2013

National Senior Certificate - undefined

Allanridge Combined

Bachelor of Business Administration - Marketing

Midrand Graduate Institute

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Lerato Precious Moilwa