Melisa Sibanda
Summary
Experienced and friendly Service Consultant with a strong track record of ensuring smooth operations and delivering exceptional customer service. 5 Years banking experience. Efficient, accurate, and committed to providing accurate advice and managing customer inquiries effectively. Excellent communication and problem-solving skills enable delivery of the best possible service to customers. Seeking a full-time role that offers professional challenges and allows leveraging of interpersonal skills, effective time management, and problem-solving expertise. Tech-savvy innovator with hands-on experience in emerging technologies and a passion for continuous improvement. Excels at identifying opportunities for technological enhancements and implementing effective solutions. Thrives in fast-paced environments and drives technological advancements.
Overview
7
7
years of professional experience
Work History
Team Leader- Stand In
Nedbank
04.2025 - Current
- Managed project timelines and delegated tasks effectively, ensuring timely completion of objectives.
- Liaised between management and staff, advocating for team needs and resources.
- Adapted quickly to changing business priorities, demonstrating agility and leadership.
- Championed a customer-focused approach, leading to a significant improvement in client satisfaction scores.
- Prepare daily administrative reports for timely submission to senior management.
- Facilitated required authorizations in absence of team leader and management.
- Kept staff current with latest training.
- Facilitated operational tasks related to card management and financial reporting.
- Supported Team Leader in executing delegated responsibilities, including court summons delivery.
Service Consultant
Nedbank Limited
02.2019 - Current
- Started as a multifunctional consultant, then later developed communication skills as a service champion
- Gained knowledge in digital channels, Enquiries and Telling, ATM, and ID
- Became permanent in August 2023, as a fully trained multifunctional Service Consultant
- Provided information about service procedures and expected timelines
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates
- 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
- 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
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly
- Maintained up-to-date knowledge of product and service changes
- Educated customers about billing, payment processing and support policies and procedures
- Increased efficiency and team productivity by promoting operational best practices
- Identified and resolved discrepancies and errors in customer accounts
Education
National Senior Certificate -
HeronBridge College
01.2017
Diploma - Business Administration
ALISON LEARNING
ONLINE08-2025
Intermediate Certificate - Banking And Finance
BANKSETA
ONLINE08-2025
Skills
- Microsoft Office
- Tech-Savvy
- Complaint resolution
- Problem-Solving
- Professionalism
- Product Training
- Team Collaboration
- Handling Customer Complaints
- Strong Work Ethic
- Attention to Detail
- Customer Service
- Cash Handling
Languages
English
isiZulu
seTswana
Courses
First Aider 2024
Timeline
Team Leader- Stand In
Nedbank
04.2025 - Current
Service Consultant
Nedbank Limited
02.2019 - Current
National Senior Certificate -
HeronBridge College
Diploma - Business Administration
ALISON LEARNING
Intermediate Certificate - Banking And Finance
BANKSETA
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