Palesa Sithole
Client Liaison Officer
Germiston
Summary
Versatile banking professional with a Diploma in IT, RE5 certification, and Lean Six Sigma White Belt certification. Skilled in client satisfaction, digital troubleshooting, and team collaboration. Passionate about driving operational success and fostering innovation to enhance customer experience.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
5
5
Languages
Work History
Client Liaison Officer
Standard Bank Group
01.2023 - Current
- Resolved complex client requests efficiently, ensuring 100% resolution of queries within Service Level Agreements (SLA).
- Managed high-value client interactions, ensuring seamless service delivery and resolving concerns efficiently.
- Enhanced customer satisfaction by identifying and resolving digital banking issues.
- Served as a subject matter expert on key banking technologies, assisting colleagues with troubleshooting.
- Built strong client relationships through proactive communication and excellent customer service.
- Implemented upselling strategies, contributing to revenue growth.
- Trained new hires on policies, procedures, and best practices for optimal performance
- Logged and coordinated maintenance requests, ensuring vendors attended to issues promptly and jobs were completed to standard before processing invoices on the relevant systems.
Wellness Influencer/Change Representative/Culture Champion
Standard Bank Group
03.2023 - 12.2024
- Led initiatives to boost employee morale, achieving over 80% attendance in team-building activities.
- Promoted wellness surveys with 100% employee participation, identifying key areas for improvement.
- Supported organizational change by reducing resistance through empathetic communication and strategic guidance.
- Strengthened interdepartmental communication, improving efficiency in resolving client requests.
- Developed peer-to-peer recognition programs, fostering a culture of appreciation and engagement.
Cash Consultant/ATM Custodian
Standard Bank Group
09.2015 - 12.2022
- Provided professional and courteous service, enhancing customer trust and satisfaction.
- Resolved customer inquiries efficiently, reducing wait times and improving service delivery.
- Proactively identified and addressed customer concerns, preventing disputes before escalation.
- Assisted customers with digital banking tools, increasing adoption of mobile and online banking.
- Processed high-volume transactions accurately, ensuring seamless branch operations.
- Improved ATM uptime to 95%+ through regular maintenance and troubleshooting.
- Contributed to revenue growth by cross-selling banking products and services.
- Maintained compliance with banking policies, ensuring security and accuracy in all transactions.
Education
Diploma in Information Technology - Information Technology
Richfield
Remote 01.2022 - 12.2024
National Certificate in Banking - Banking and Financial Support Services
Cornerstone Performance Solutions
Remote 01.2021 - 12.2021
Skills
Verbal and written communication
Team collaboration
Cross-functional coordination
Activity planning
Creativity and innovation
Problem-solving
Customer service
Adaptability and flexibility
Attention to detail
Customer support
Team building & leadership
Digital troubleshooting
Certification
RE5 Regulatory Exam
Accomplishments
- Achieved a Beyond Excellence award for displaying Teamwork in 2024.
- Achieved a Beyond Excellence award for displaying Client Experience and living the Standard Bank Values in 2024.
Timeline
Wellness Influencer/Change Representative/Culture Champion
Standard Bank Group
03.2023 - 12.2024
Client Liaison Officer
Standard Bank Group
01.2023 - Current
Diploma in Information Technology - Information Technology
Richfield
01.2022 - 12.2024
National Certificate in Banking - Banking and Financial Support Services
Cornerstone Performance Solutions
01.2021 - 12.2021
Cash Consultant/ATM Custodian
Standard Bank Group
09.2015 - 12.2022
RE5 Regulatory Exam
IT Help Desk for Beginners
Lean Six Sigma
Career Boost with Power BI
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