MERCEDES BURGER
Cape Town,South Africa
Summary
Strategic and innovative technology professional with 10+ years of experience in financial services, specializing in customer engagement architecture, business intelligence, and product delivery. Proven expertise in designing client-centric solutions, driving data-informed decision-making, and collaborating across cross-functional teams to deliver measurable business value. Skilled in translating complex business requirements into scalable solutions using enterprise platforms including Salesforce Marketing Cloud. Strong track record of improving client engagement processes, developing analytics capabilities, and fostering data-driven organizational culture.
Overview
2
2
Languages
1
1
Certification
13
13
years of professional experience
Work history
CRM Architect
Capitec Bank
Cape Town, South Africa
2025.02 - 2026.07
- Designed and implemented CRM solution architecture, translating complex business value requirements into engagement journey maps aligned with enterprise standards
- Architect and execute client engagement solutions using Salesforce Marketing Cloud to drive customer retention and lifecycle value. Design engagement journey maps translating business requirements into technical specifications, ensuring optimal customer experience and operational efficiency.
- Established subject matter expertise in Salesforce Marketing Cloud platforms, enabling efficient delivery of campaigns, programs, and customer prompts across multiple channels
- Built and optimised multi-channel engagement automation, enhancing campaign execution and facilitating a single conversation model across customer touchpoints
- Coordinated delivery roadmaps and work breakdown structures to enhance team efficiency and ensure adherence to Capitec enterprise standards
- Key Achievements:
Business Intelligence Analyst
Capitec Bank
Cape Town, South Africa
2023.04 - 2025.01
- Delivered data-driven insights and analytics solutions to support Product teams and business stakeholders in informed decision-making. Leveraged Power BI, SQL, and advanced Excel to mine databases, create visualizations, and drive data culture across the organization.
- Delivered end-to-end data-driven solutions by integrating multiple data sources, creating actionable recommendations, and communicating business triggers affecting key performance indicators
- Designed and implemented data visualizations tailored to stakeholder needs, using storytelling techniques to communicate complex insights aligned with organizational methodologies
- Engaged with senior stakeholders to understand evolving business needs and provided structured approaches to address moderately complex analytical requirements
- Owned product/client area analytics, collaborating cross-functionally to identify business opportunities and establish domain expertise for efficient query resolution
- Maintained data quality standards, established best practices, and actively participated in Communities of Practice to foster data-driven culture and knowledge sharing
- Key Achievements:
Service Consultant
Capitec Bank
Cape Town
2017.01 - 2023.01
- Exceeded sales targets through consultative approach, earning Top Sales Person recognition (December 2017) while maintaining exceptional customer service standards
- Drove client acquisition, credit management, and operational excellence across branch banking environment. Managed complex client interactions, ensured regulatory compliance (FICA, RICA, POPI), and consistently achieved top sales recognition.
- Managed credit risk and ensured regulatory compliance through diligent application of credit policies, thorough document verification, and effective fraud prevention measures
- Executed branch implementation strategy, aligning organisational objectives with client-facing initiatives that enhanced digital banking adoption and streamlined operational processes
- Cultivated positive team environment and learning culture, driving operational goals and enhancing client satisfaction outcomes
- Key Achievements:
Direct Sales Consultant
Old Mutual Finance
Pinelands
2015.01 - 2016.01
- Managed inbound and outbound client interactions, converting leads into sales while delivering comprehensive financial education and debt consolidation support. Achieved Top Sales Person recognition through consultative selling approach and client-focused problem solving.
- Earned Top Sales Person award (December 2015) by exceeding targets through effective lead conversion and relationship building with new and existing clients
- Managed complex client needs, including loan applications, contracts, and debt consolidation requests, ensuring accuracy and adherence to client requirements
- Escalated and resolved client concerns, achieving high satisfaction standards and fostering long-term customer relationships
- Ensured compliance with anti-money laundering policies and conducted regulatory assessments across client interactions, minimising risk while maintaining service standards
- Key Achievements:
Loan Specialist
Direct Axis
Diep River
2014.01 - 2015.01
- Assisted clients with loan applications and contracts, ensuring accuracy and compliance to facilitate smooth onboarding process.
- Managed high-volume inbound and outbound calls in fast-paced financial services environment, converting leads into loan products and effectively managing complex client interactions to enhance customer satisfaction.
- Consistently exceeded lead conversion targets through effective sales techniques and comprehensive loan product knowledge
- Managed dialer queues and handled escalations professionally, reducing hold times and improving customer experience metrics
- Monitored performance statistics and logged attendance to streamline team administration and support operational efficiency.
- Key Achievements:
Education
Bachelor of Science - Information Technology
Richfield
South Africa 2023.01 -
Skills
- CRM & Customer Engagement
- Salesforce Marketing Cloud
- Journey Builder
- Email Studio
- Campaign Management
- Engagement Automation
- Lifecycle architecture
- Product strategy
- Requirements Analysis
- Stakeholder Management
- Engagement Mapping
- Governance frameworks
- Agile Methodology
- Solution Design
- Business analytics
- Power BI
- SQL
- Advanced Excel
- Data visualisation
- Data modelling
- Statistical Analysis
- Dashboard Development
- Leadership & Collaboration
- Cross-functional Leadership
- Stakeholder Engagement
- Knowledge Sharing
- Team Development
- Risk Mitigation
- Process Improvement
- Project Management
- Change management
Certification
- Agile Project Management (Charles Sturt University) -2021
- Business Analysis Programme Level 1(Capitec Bank) -2022
- Data Fundamentals
- Data Preparation
- Unpacking A Data Strategy (Kubicle) – 2023
- Comprehensive Financial Analysis & Modeling Certificates including Power BI Fundamentals, Excel Formulas & Functions, Statistics Fundamentals, Dashboards & Data Visualization (CFI Corporate Finance Institution) – 2022
- Higher Certificate in Banking (Cornerstone Performance Solutions) – 2020
- Higher Certificate in Business Administration (TSIBA) – 2013
REFERENCES
- Suzanne, Patterson, Product Manager, +27 (67) 407-5751, Capitec Bank
- Glenville, Rhode, Team Leader, +27 (82) 529-2333, Old Mutual Finance
- Charlene, Gillmer, Team Leader, +27 (72) 807-1063, Direct Axis
AWARDS & RECOGNITION
Top Sales Person – Capitec Bank (December 2017), Top Sales Person – Old Mutual Finance (December 2015), Leadership Award – Direct Axis (December 2014)
Affiliations
- Finance Union & Branch Executive Committee Member – Contributing to organizational strategy and employee advocacy
- Employment Equity Committee Contributor – Advancing organizational diversity and inclusion initiatives
Languages
English
Native
Afrikaans
Native
Timeline
CRM Architect
Capitec Bank
2025.02 - 2026.07
Business Intelligence Analyst
Capitec Bank
2023.04 - 2025.01
Bachelor of Science - Information Technology
Richfield
2023.01 -
Service Consultant
Capitec Bank
2017.01 - 2023.01
Direct Sales Consultant
Old Mutual Finance
2015.01 - 2016.01
Loan Specialist
Direct Axis
2014.01 - 2015.01