Ntebaleng Mashaba
Senior Client Service Consultant
Soshanguve
Summary
Driven Senior Consultant with more than 10 years experience in the Transactional Banking consulting field. Adept in collaborative problem solving, risk management and creative solutions. Passionate about bringing changes in businesses. Proficient in conducting primary and secondary research.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
9
9
Language
Work History
Customer Service Senior Consultant
ABSA Bank Ltd
1 2017 - Current
- Identified business issues through careful collaboration with key stakeholders
- Evaluated clients' needs and created plan of action to provide solutions
- Assessed needs for projects and made proposals to management
- Collaborated with internal teams to develop customized solutions that addressed unique client needs
- Generated reports detailing findings and recommendations
- Identified key areas in need of improvement and implemented plans to rectify issues
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
- Built strong relationships with clients through consistent communication and proactive problem-solving efforts
- Determined areas for improvement and implemented processes to alleviate problems
- Facilitated workshops with clients to identify pain points, establish goals, and define actionable steps towards achieving desired outcomes
- Evaluated existing business processes, recommending improvements that led to increased operational efficiency
- Increased company revenue through restructuring processes and advising management on important decisions
- Exceeded customer requirements with accurate and deliverable solutions
- Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities
- Evaluated staff performance and provided coaching to address inefficiencies
- Enhanced team performance by implementing training programs and fostering a collaborative work environment
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions
- Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions
- Evaluated customer needs and feedback to drive product and service improvements
- Passionate about learning and committed to continual improvement
- Developed strong communication and organizational skills through working on group projects
- Demonstrated respect, friendliness and willingness to help wherever needed
- Worked well in a team setting, providing support and guidance
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Gained strong leadership skills by managing projects from start to finish
- Proven ability to learn quickly and adapt to new situations
- Acted as a team leader in group projects, delegating tasks and providing feedback
Customer Service Administration Consultant
ABSA Bank Ltd
02.2014 - 12.2016
- Capture limit information on various systems depending on service customer uses
- Contact Client Service Support, Sales Advisors or customers promptly with any limit problems or exceeding of limits and manage and maintain limits by following limit expiring process.
BI Online Corporate Payments System Manager
ABSA Bank Ltd
11.2013 - 02.2014
- Capture and Approve Diamond clients payments from the instruction given to the bankers
- Draw Audit Trails and balance the GL account
- Report to the Head of Client Service on Weekly Basis
- Monitor the Unpaids on the GL accounts and escalate for refunds.
System Advisor
ABSA Bank Ltd
12.2009 - 07.2013
- Provide excellent customer service to Corporate Investment Banking Wealth – Transactional Banking clients by resolving all their queries
- Responding to customer queries and provide technical support telephonically and via e-mails
- Efficiently deliver and ensure continuation of service by applying specialist knowledge for problem solving and advice.
Education
Certificate in The Basics of Business - The Faculty of Economic And Management Sciences
University of South Africa
Pretoria, South Africa 01.2000 - 07.2003
Skills
Excellent Communication
Team Leadership & Development
Client Engagement
Analytical Skills
Teamwork and Collaboration
Improvement plan knowledge
Task Prioritization
Process Analysis
Reliability
Process Improvement
Adaptability and Flexibility
Self Motivation
Client Requirements Assessment
Interpersonal Skills
Strategic Planning
Excellent Communication
Motivation
A willingness to learn more in life and abilities to face challenges are my strengths. I take pride in my job and give my best in the projects assigned to me.
Health
Good
Educational Qualifications
Elandspoort High School, Grade 12, 2000, English, Afrikaans, Business Economics, Accounting, Physical Science, Mathematics, University of South Africa, 2001, Certificate Course in the Basics of Business, The South African economy, The business enterprise and management, Financial, legal and risk issues, Management aids, University of South Africa (UNISA), Security Risk Management, Security Principles and Practices I, Corporate Investigation I, Security Risk Control Measures I, Security Technology and Information Security I
Personal Information
- Date of Birth: 05/17/83
- Gender: Female
- Nationality: South African
- Driving License: Drivers License Code C1
- Marital Status: Single
References
- Mrs Metsa Setati, Teamleader: EBSS Billing and Limits, 060 982 8156, 078 201 7186
- Mr Theoneil Ellis, Channel Analyst: Global Cash Management Africa, 011 846 1606, 071 351 1965
- Ms Phumi Nhlapo, Transactional Banking Specialist: CIB, 011 895 6300, 079 504 9831
Training
- Certificate in Exceptional Customer Service
- Business Integrator Online (ACB Credits)
- Business Integrator Mailbox (ACB Credits and Debits)
- Host to Host (Link Direct, NAEDO)
- Cashfocus and Local Banking (ACB Credits)
- Prepaid and Debit cards
- Cashsend
- Attorney Management Services
- IMSP
- EOS
- Fraud Files
- Limits
- Billing
- Saleforce
- UAT Testing
- Business Integrator International
- DebiCheck
- BI-ICM
- FBSS
HOBBIES
I'm passionate about sport. I love watching athletics and soccer more. I am road runner and also a trail runner. I also love Mountain Biking too. In my spare time, I like to volunteer in charity work.
Timeline
Customer Service Administration Consultant
ABSA Bank Ltd
02.2014 - 12.2016
BI Online Corporate Payments System Manager
ABSA Bank Ltd
11.2013 - 02.2014
System Advisor
ABSA Bank Ltd
12.2009 - 07.2013
Certificate in The Basics of Business - The Faculty of Economic And Management Sciences
University of South Africa
01.2000 - 07.2003
Customer Service Senior Consultant
ABSA Bank Ltd
1 2017 - Current