Minette Van Staden
Universal Banker Level 1 Standard Bank, Bloemfontein (2022 - Present)
12 Zonnebloem, 8 Alwyn Street, Gardeniapark, Bloemfontein
Summary
Results-driven and customer-focused professional with 11+ years of experience in sales, customer service, and team leadership. Proven track record in driving growth, improving customer satisfaction, and leading high-performing teams. Skilled in communication, problem-solving, and time management. Seeking a challenging role that leverages my expertise in customer-facing and leadership roles.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Universal Banker
Standard Bank of South Africa
Bloemfontein
12.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Service Consultant
Capitec Bank
Bloemfontein
04.2012 - 12.2022
- Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
- Collaborated with cross-functional teams to address client needs effectively and efficiently.
- Implemented new client onboarding processes, ensuring a seamless transition and positive initial experience.
- Developed and deepened client relationships to increase loyalty and brand engagement.
- Referred customers to correct representatives after answering questions.
- Identified opportunities for upselling products and services, contributing to revenue growth for the company.
- Developed strong relationships with key clients, leading to increased trust and long-term business partnerships.
- Trained client service employees on excellent customer service and company systems.
- Maintained detailed client records with both personal and payment information.
Education
High School Diploma -
Jim Fouche High School
Bloemfontein 01.2007 - 11.2011
Skills
Leadership and Team Management: Proven ability to lead and manage high-performing teams, driving sales growth, improving customer satisfaction, and developing team members
Operational Management: Skilled in managing branch operations, ensuring compliance with regulatory requirements, and maintaining high levels of customer service
Risk Management: Experienced in identifying and mitigating risks, ensuring adherence to banking policies, procedures, and regulatory requirements
Customer Relationship Management: Proven ability to build and maintain strong relationships with customers, understanding their needs, and providing tailored solutions
Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to interact with diverse stakeholders, including customers, team members, and senior management
Problem-Solving and Analytical Skills: Skilled in analyzing complex problems, identifying solutions, and implementing effective strategies to drive business growth
Time Management and Organization: Proven ability to prioritize tasks, manage time effectively, and maintain a high level of organization in a fast-paced environment
Digital Literacy: Familiarity with digital banking platforms, online banking systems, and Microsoft Office Suite
Compliance and Regulatory Awareness: Knowledge of banking regulations, compliance requirements, and risk management principles
Sales and Business Development: Proven ability to drive sales growth, identify new business opportunities, and develop effective sales strategies
Certification
NQF 5
Reference:
Patricia Morabe - Capitec Bank
Branch Manager
pabi2505@outlook.com
073 095 6869
Natasha Colby - Capitec Bank
Assistant Branch Manager
072 462 2671
Caroline Moseme - Standard Bank
Manager Branches
retshedisitswe.moseme@standardbank.co.za
078 092 9300
Timeline
Universal Banker
Standard Bank of South Africa
12.2022 - Current
NQF 4
05-2018
Service Consultant
Capitec Bank
04.2012 - 12.2022
High School Diploma -
Jim Fouche High School
01.2007 - 11.2011
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