Summary
Overview
Work History
Education
Skills
Websites
Education
Leadership Style
Hobbie And Personal Interests
Contact Numbers
Personal Information
References
Accomplishments
Interests
Work Availability
Work Preference
Languages
Quote
Timeline
Hi, I’m

Serena Brander

Relationship Manager┃Sales┃Customer Service┃Leadership
Pretoria
Serena Brander

Summary

I am a Self Motivated, Ambitious individual who believes the sky is the limit. I strive for excellence by continuously seeking knowledge and gaining new competencies.

I am fair and logical which motivates my actions to be goal orientated and ultimately results driven. I excel in sales strategies, lead generation and relationship management in a physical and remote environment.

I believe in maintaining my mindset to be focused on growth and continuously improving my levels of emotional intelligence in order to create the best working environment to my fellow team members and clients that I interact with.

I believe in Leading by example in order for the next person to fully understand the concept as to why they would need to do things in a specific way.

I am able to connect with different individuals from any background which I can efficiently adapt to by accurately profiling the individual within seconds and communicating with them in the best way possible.

Due to my constant craving for knowledge and need to develop new skills, I able to learn almost anything at a rapid rate and become proficient in that particular task in record time.

I work extremely well independently as well as with a team. I enjoy motivating those around me by exuding positive energy and ultimately lifting their spirits to ensure the team will productive and efficient enough to deliver the desired results.

I believe conflict has the potential be more beneficial rather than destructive, as conflict challenges us by bringing us out of our comfort zone in order for us to identify and improve our weaknesses.

I possess almost 11 years of work experience, with 6 years of my experience being in the Banking/Finance/Insurance Sector.

My motto as a Leader is: “To Build A Team So Strong, That No One Can Point Out Who The Leader Is”

I achieve this by being humble and fair in my approach, getting to know my team, leading by example, educating by achieving clarity with the “HOW & WHY”, empowering my team by harnessing each team members strengths in unity, and motivating my team to put our heads together to achieve our goals as a healthy, cohesive team.

I look forward to being a part of your team, in order to strive for excellence and ultimate growth

Thank you for your time and patience


Overview

2025
years of professional experience
1
Language

Work History

Outside Ideas & Mastermind9

Relationship Manager
08.2024 - 10.2024

Job overview

  • New Lead Generation and nurturing.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Maintained knowledge on banking products and distribution to provide optimal service support.
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Developed and implemented comprehensive client onboarding process, significantly reducing time to full service activation.
  • Conducted regular review meetings with clients, ensuring their investment portfolios were on target to meet their objectives.
  • Participated in staff meetings to discuss innovative strategies to improve services.
  • Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
  • Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
  • Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
  • Increased lead generation with strategic email marketing initiatives and optimized landing pages.
  • Managed multiple lead generation channels simultaneously, ensuring consistent results across all platforms.
  • Built prospect lists of potential new customers through research and identification of business opportunities.
  • Collaborated with sales teams to ensure accurate lead tracking and timely follow-ups, enhancing overall customer experience and satisfaction.
  • Leveraged automation tools to maximize productivity while minimizing manual effort involved in managing the pipeline of leads generated.

Capitec Bank LTD (Capitec Business Banking)

Business Banker: Inbound & Outbound
11.2023 - 07.2024

Job overview

  • Inbound and Outbound sales and client service
  • Telephonic communication with business clients
  • Opening of Business Accounts
  • Fraud monitoring and prevention
  • Complaints resolution
  • Upselling additional products and services to clients
  • Compliance with financial laws
  • Administration
  • Accuracy of financial documents
  • Achieving of performance based targets
  • Business insurance sales and positioning
  • Merchant/POS sales and positioning
  • Payment Solution/Payroll Tools sales and positioning
  • Inbound and outbound Capitec Business assistance to Capitec Retail Branches
  • Quality assurance of Inbound and outbound calls
  • Merchant Services/POS sales and support
  • Business Credit Scoring for Overdraft
  • Business Insurance Sales
  • Assessing business financials
  • Drafting of Agreements
  • Performance Campaigns
  • Service request submissions
  • Business clients onboarding
  • Liaising with a variety of Business Banking departments
  • Administration
  • Timekeeping
  • Telephonic ID Verification
  • System proficiency: Salesforce, Onbase, Documentum, ITSM, OUTsurance, Bancs Verint, MS Office, Power BI, Presence, Amazon Web Services, Telephony, Switch Board, CIPC/Biz Portal, This Is ME, MS Teams (Internal And External Clients)
  • Managed a diverse portfolio of clients, ensuring their financial needs were met and exceeded.
  • Facilitated communication between clients and bank personnel, resolving issues quickly while maintaining client trust.
  • Collaborated with cross-functional teams to develop new business strategies, increasing overall growth.
  • Enhanced customer retention through building strong relationships and addressing concerns promptly.
  • Led training sessions for junior bankers, fostering a culture of continuous learning and professional development.
  • Delivered exceptional customer service by responding promptly to inquiries and providing accurate information about products and services offered by the bank.
  • Conducted comprehensive financial analyses to identify opportunities for business expansion and risk mitigation.
  • Coordinated with various departments to ensure seamless delivery of banking services across all channels.
  • Monitored industry trends to stay informed on market changes and provide up-to-date advice for clients'' financial decisions.
  • Maintained up-to-date knowledge of competitors' products.
  • Targeted accounts at senior and executive levels and secured funding for future initiatives.
  • Streamlined internal processes to improve efficiency, allowing more time for client interactions and relationship building.

Capitec Bank LTD (Retail Banking)

Assistant Branch Manager
03.2023 - 11.2023

Job overview

  • Onboarding and training of new employees in the branch
  • Coaching and development
  • Fraud monitoring
  • Mandating of Loans, New Accounts and Insurance policies
  • Performance management
  • Ensuring Optimum Functioning And Running Of The Branch (Card Stock, Alarm Testing, Stationary Orders, Monthly Report Development)
  • People Development
  • Legal Escalations/Subpoenas
  • Bank / Cash Teller
  • Dealing with multitudes of departments such as Forensics, Disputed Transaction, Card Disputes, Collections, Helpdesk, CAT, CPI, fraud monitoring
  • Reporting Directly To Regional Manager In The Absence Of Management
  • Look And Feel Of The Branch
  • Staff Leave and Shift Planning
  • Manager Presentations To Regional Manager
  • Telemarketing
  • Insurance Policy Sales and Aftercare
  • Resolution Management
  • Conducting and implementing of DBV Mandates in branch
  • Regional Performance and Development champ
  • Compliance and adherence to policies and procedures
  • Developing and implementations of performance game plans
  • Operating branch in the absence of branch manager
  • Monitoring and coaching performance results within the entire regional unit
  • Monitoring and driving growth and development within the entire region
  • Outbound Call center sales to existing client
  • System Proficiency: Bancs, Strack, Presence, Alpha, ITSM, Sage, Verint, MS Office, Power BI, Telephony, Workforce Planner, Staffing systems
  • Reason for Leaving: Internal Promotion
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
  • Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
  • Conducted regular performance evaluations for staff members, providing constructive feedback for professional development and growth.
  • Played a key role in growing the branch''s loan portfolio through proactive client outreach and relationship management efforts.
  • Led monthly team meetings focusing on progress updates, goal-setting sessions, best practices sharing and collaborative problemsolving.
  • Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
  • Built rapport with account holders by reaching out with product recommendations and account updates.
  • Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
  • Managed branch budget effectively by controlling expenses and optimizing resource allocation for maximum profitability.
  • Contributed to the development and implementation of strategic plans for the branch that aligned with overall bank objectives, driving sustained growth and success.

Capitec Bank LTD (Retail Banking)

Service Consultant and 2nd In Charge
01.2018 - 02.2023

Job overview

  • Efficiently and Effectively Running the Branch in the Absence of Management
  • Issuing of Loans
  • Opening Of Accounts
  • Client service
  • Assisting clients with their transaction needs
  • Multitudes of Administration and filing
  • Dealing With Client Complaints and Problem Solving
  • Fraud Prevention and Monitoring
  • Report Analysis
  • Performance Analysis
  • Performance Management
  • Client Relationship Management
  • Direct Reports / Reporting
  • Garner participation- Ensuring Optimum Functioning And Running Of The Branch (Card Stock, Alarm Testing, Stationary Orders, Monthly Report Development)
  • People Development
  • Legal Escalations/Subpoenas
  • Bank / Cash Teller
  • Dealing with multitudes of departments such as Forensics, Disputed Transaction, Card Disputes, Collections, Helpdesk, CAT, CPI, fraud monitoring
  • Reporting Directly To Regional Manager In The Absence Of Management
  • Look And Feel Of The Branch
  • Staff Leave and Shift Planning
  • Manager Presentations To Regional Manager
  • Telemarketing
  • Insurance Policy Sales and Aftercare
  • Resolution Management
  • Reason for Leaving: Internal Promotion
  • Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
  • Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
  • Provided information about service procedures and expected timelines.
  • Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
  • Successfully collaborated with cross-functional teams in order to develop innovative service offerings tailored to the unique needs of each client.
  • Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
  • 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.

The Effectiveness Company

Telkom Direct Consultant & 2nd In Charge
12.2015 - 12.2017

Job overview

  • All Brands of Mobile Sales
  • Laptop Sales
  • Client Relationship Management
  • POS (Handling all amounts of cash, Cashing Up)
  • Consultant Compliance Checks (Audits)
  • New Line Applications
  • Business Applications
  • Upgrades
  • ADSL Queries
  • Device Configurations and Setup
  • Stock Management
  • Customer Authentication (Fraud Checks)
  • Credit Vetting and Credit Management
  • Timesheets and Leave Balances
  • Ensuring Customer satisfaction (Attending to Detractors and Fixing the issues on hand with the customer)
  • Reason for Leaving: Resignation- More Lucrative Opportunity
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Developed innovative strategies for clients, resulting in increased revenue and business growth.
  • Streamlined internal processes to enhance team efficiency and improve overall project outcomes.

Cell C

Sales Consultant
05.2015 - 11.2015

Job overview

  • New Line Contracts
  • Mobile Sales
  • Lap Top Sales
  • Contract Retentions (Upgrades)
  • Accessory Sales
  • Phone Repairs
  • Customer Care
  • Dealing With Trade Partner And Credit vetting
  • Assisting Customers With Their Queries
  • Fraud Checks
  • Filing
  • Order and postal of customer documentation
  • Reason For Leaving: End Of Contract
  • Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.

Vodacom 4u

Sales Consultant
03.2015 - 05.2015

Job overview

  • New Line Contracts
  • Mobile Sales
  • Contract Retentions (Upgrades)
  • Accessory Sales
  • Phone Repairs
  • Customer Care
  • Dealing With Trade Partner And Credit vetting
  • Assisting Customers With Their Queries
  • Reason For Leaving: Resignation, More lucrative opportunity

Debonair Pizza/Fish Always

All Rounder, Cashier, FOH Supervisor
11.2013 - 02.2015

Job overview

  • Sanitation of Working environment
  • Stocktaking
  • Customer Service
  • Dealing With All Amounts of Money
  • Cash Ups
  • Placing Telephonic and Over The Counter Orders
  • Supervising FOH
  • Reason For Leaving: Resignation More Lucrative opportunity

TIS Motors

General Admin Assistant
01.2012 - 12.2012

Job overview

  • Ordering of stock relating to vehicles
  • Receiving of stock Quotations
  • Filing
  • Invoices
  • Receptionist
  • Ensured accurate recordkeeping by diligently updating databases with relevant information.
  • Expedited invoice processing by accurately verifying expenses and submitting documents for approval.
  • Improved internal communication by effectively managing the company''s email and phone systems.
  • Served as liaison between staff members at different locations or remote working arrangements.

Mattress Zone

Sales Assistant
1 2012 - 12.2012

Job overview

  • Client facing sales and customer service
  • Cash control
  • Stock take
  • Stock count
  • Stock ordering with relevant suppliers
  • Logging and processing of returns
  • Warranty processing
  • Reason For Leaving: Beginning Of The Next School Year

Sasol Westar

Casual Worker
01.2010 - 12.2011

Job overview

  • Stock takes
  • Baking
  • Serving Customers
  • Temporary Cashier
  • Reason For Leaving: Change Of Management

Education

Cornerstone Performance Solutions
South Africa

NQF Level 5 from Agile Banking & Sales
04.2001

University Overview

Daspoort Secondary School

Grade 12 (Matric) from English (Home Language), Afrikaans (First Additional Language), Mathematical Literacy, History, Tourism, Geography, Life Orientation

University Overview

Copy of Matric Statement is attached

Cornerstone Perfomance Solutions
South Africa

from NQF Level 4 In Banking, Sales & Client Experience
05-2023

University Overview

Skills

Sales

Education

Education
NQF Level 5 in Agile Banking, Daspoort Secondary School, Grade 12 (Matric), 12/31/13, 57%, 51%, 74%, 67%, 78%, 64%, 73%

Leadership Style

Leadership Style
  • Results Driven
  • Sales Strategy Development
  • People centric
  • Innovative
  • Agile
  • Development Orientated
  • Servant Leadership

Hobbie And Personal Interests

Hobbie And Personal Interests
  • Innovative & Creative Individual Who Appreciates New Ideologies, Theories and Ideas
  • Thrive Very Well In Diverse Environments
  • Enjoy Reading
  • Listening To Music
  • Researching
  • Dancing
  • True Humanitarian & Animal Lover
  • Foster Animals
  • Conscious Of Geographically Related Aspects Of Our World
  • Enjoy Working With People
  • Main Hobbies Include Reading, Cooking And Baking
  • Work Personality Based On Individual Customer Satisfaction
  • Appreciate A Good Mental Challenge
  • Grasp Onto New Concepts Easily
  • Enjoy Learning New Things

Contact Numbers

Contact Numbers
0745058877, 0662640147, serena.hardy9@gmail.com

Personal Information

Personal Information
  • ID Number: 9602070127083
  • Citizenship: South African
  • Criminal Offences: None
  • Health Status: Good
  • Date of Birth: 02/07/1996
  • Gender: F
  • Nationality: Indian
  • Driving License: Motor Vehicle License (Code 8)

References

References
  • Fishaways/Debonairs: Elrica Van Wyk, 0721982112
  • Vodacom 4u: Nokukhanya Moima, 0741760721
  • Cell C: Danie Van Rensburg (Manager), 0626565916
  • Cell C: Suzan (Manager), 0835225216
  • The Effectiveness Company (Telkom): Brian Smith (Regional Manager), +260773524748, brian.sm@lecro.org
  • Capitec Bank: Ida Mapheto (Direct Line Manager), +27835344071
  • Capitec Bank: Justin King (Team Leader - Capitec Business Banking), 0791375503, JustinKing@capitecbank.co.za
  • Outside Ideas + Mastermind9: Peter Mols (Owner) hello@outside-ideas.com, +447818388642. Sarah Mols (Co-Owner) +447789968121

Accomplishments

Accomplishments
  • Certificates of achievement: SALES
  • -Best performer in the region year 2019

    - Highest Insurance Leads Generated May and June 2024

  • People Development Champion
  • Long Service Certificate: Capitec Bank (5 Years)

Interests

Core Skills and Competencies Sound Expertise in sales, Excellent written and verbal communication skills, Immaculate Client service face to face or telephonically, Leadership and Management Skills And Experience, Implementation of a psychologically sale environment for all team members, Thorough And Precise Administration Skills,, Strong presentation skills, Goal-Orientated, Strong Networking Skills, Negotiating Skills, Decision Making, Persuasiveness, Superb Organization Skills, Multitasking, Ability to prioritize independently, Accuracy and Punctuality, Excellent analytical skills, Effective listener, Leadership and training skills, Innovative and insightful creativity, Team Player, “Work Hard, Play Hard” approach, excellent research ability , Diplomacy, Professionalism, Tactfulness, Highly Resourceful, Adaptability- Effective under pressure, always meets deadlines, Conflict management and resolution, Friendliness, Fair and Equal Treatment to All, People Development and Empowerment through courageous conversations and Learning with purpose My Leadership Style: Results Driven, People centric, Innovative, Agile, Development Orientated, Servant Leadership Performance Award/ Certificate Is Attached

Availability
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Available
monday
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wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart Time

Work Location

Remote

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveFlexible work hours

Languages

English
Bilingual or Proficient (C2)

Quote

Fall seven times; stand up eight.
Japanese proverb

Timeline

Relationship Manager
Outside Ideas & Mastermind9
08.2024 - 10.2024
Business Banker: Inbound & Outbound
Capitec Bank LTD (Capitec Business Banking)
11.2023 - 07.2024
Assistant Branch Manager
Capitec Bank LTD (Retail Banking)
03.2023 - 11.2023
Service Consultant and 2nd In Charge
Capitec Bank LTD (Retail Banking)
01.2018 - 02.2023
Telkom Direct Consultant & 2nd In Charge
The Effectiveness Company
12.2015 - 12.2017
Sales Consultant
Cell C
05.2015 - 11.2015
Sales Consultant
Vodacom 4u
03.2015 - 05.2015
All Rounder, Cashier, FOH Supervisor
Debonair Pizza/Fish Always
11.2013 - 02.2015
General Admin Assistant
TIS Motors
01.2012 - 12.2012
Casual Worker
Sasol Westar
01.2010 - 12.2011
Cornerstone Performance Solutions
NQF Level 5 from Agile Banking & Sales
04.2001
Daspoort Secondary School
Grade 12 (Matric) from English (Home Language), Afrikaans (First Additional Language), Mathematical Literacy, History, Tourism, Geography, Life Orientation
12.2013
Sales Assistant
Mattress Zone
1 2012 - 12.2012
Cornerstone Perfomance Solutions
from NQF Level 4 In Banking, Sales & Client Experience
Serena BranderRelationship Manager┃Sales┃Customer Service┃Leadership