Sibongile Barbara Tshabangu
Johannesburg
Summary
Dynamic and results-driven professional with over 17 years of diverse experience in key account management, portfolio and contract management, and customer service. Holds a Bachelor of Commerce Honours in Marketing Management and a Customer Relationship Marketing Certificate from MANCOSA, alongside a strong foundation in marketing and business management. Proven expertise in developing and executing strategic sales plans that enhance market growth and client satisfaction while fostering a collaborative environment that empowers teams to excel. Recognized for adaptability and a commitment to continuous professional development, consistently delivering exceptional results in changing market conditions.
Overview
19
19
years of professional experience
Work History
Regional Sales Coordinator
Credico South Africa
05.2025 - Current
- Streamlined sales processes to optimize efficiency, resulting in improved team productivity.
- Trained and mentored junior sales staff, leading to a stronger and more effective sales team.
- Developed strong client relationships for increased customer retention and satisfaction.
- Established performance benchmarks for sales staff, driving accountability and motivation within the team.
- Consistently exceeded personal sales targets while assisting peers in achieving their objectives as well.
- Delivered engaging product presentations for prospective clients, resulting in increased interest and closed deals.
- Cultivated a competitive yet supportive work environment that encouraged collaboration among team members towards shared goals.
- Collaborated with cross-functional teams to ensure seamless communication and timely project delivery for customers.
- Boosted regional sales by identifying and pursuing new business opportunities.
- Conducted on-site product demonstrations to highlight features, answer customer questions, and redirect concerns toward positive aspects.
- Forged and nurtured impactful relationships with customers to cultivate loyalty.
- Organized regional trade shows and events that showcased company products, generating leads and brand awareness.
- Analyzed sales data to track performance metrics, uncovering areas for improvement and growth opportunities.
- Monitored daily sales performance and provided feedback to each team member.
Portfolio & Contract Manager
Volvo Group Southern Africa
11.2022 - 10.2024
- Analyse the overall performance of active service contracts for meeting financial targets for sales, profitability and productivity.
- Generate and analyse monthly service contract portfolio reports and dashboards.
- Prepare and present monthly portfolio status reports to Management, Business control & support functions.
- Liaising with global portfolio support team for collaboration and escalation management.
- Management invoices of overdue debtors by attending relevant meetings & support to AR for all contract overdues and termination of over indebted contracts.
- Validation of account balances with SAP to minimize discrepancies.
- Management of service controllers’ administrative functions to ensure data integrity and providing thought leadership for value-adding relationships.
- Balancing employee and customer satisfaction.
- Ensuring the preferred way of working is established and maintained for customer retention.
- Drafting and management of contract agreements restructures and extensions processes.
- Contract activations and renewals to maintaining client relationships for retention and driving sales targets.
- Maintain client contracts, renewals, CPI increases and process change requests.
- Resolved contractual disputes in a timely manner, minimizing potential risks and financial losses for the company.
- Interpreted contact terms and coordinated solutions to resolve disputes between clients and service providers.
- Collaborated with cross-functional teams to develop comprehensive contract strategies aligned with company objectives.
- Tracked contracts for management and issued regular tracking reports covering current status and upcoming milestones.
Fleet Co-ordinator
Absa Vehicle Management Solutions
01.2018 - 08.2022
- Identify potential customer needs and on vehicle quotations (lease), licence and registration documentation as well as suggesting appropriate solutions.
- Providing feedback on query management and escalations on agreed SLA timeframes.
- Processing bulk schedules, combined reports, restructures, settlements, buyouts (operating rentals) and vehicle collections.
- On boarding clients, preparing cross border documentation as well as insurance for clients and maintaining customer relationship.
- Processing of recons and preparation of statements.
- Placing orders to dealerships (merchants) and ensuring that the vehicles meet the client’s expectations also foreseeing maintenance related queries.
- Fuel Management (fuel/ e-tag/ maintenance) processing and fleet listings as well as benchmark quotations for estimates.
- Updating driver details on the system for file management.
- Day-to-day filling for vehicle files.
- Ensuring that all proxy details are updated and amended where necessary.
Fines Administrator
Absa Vehicle Management Solutions
10.2016 - 12.2017
- Captured traffic fines.
- Redirected fines to individuals.
- Processed cheque payment of fines.
- Liaised with municipalities of relevant fines.
- Issued licenses to clients on system.
- Processed all uploads such as AARTO.
Debit Order Switching Consultant
Absa Bank Barclays Towers West
10.2016 - 12.2017
- Switched all types of debits such as debit and stop orders.
- Queries of customer service and branch optimization.
- Switched all Home loans and VAF applications.
- Managed client relationships through regular check-ins and updates on project progress.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
Client Service Accelerator Official
Absa Bank Towers North
09.2015 - 10.2016
- Assisted in the improvement of underperforming branches.
- Implemented and actively drove activities to increase sales and service delivery.
- Active participation in telecons (cold calling) to achieve KPI sales targets.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Customer Service Consultant
Absa Bank Towers North
04.2013 - 09.2015
- Gave sales leads to the Sales Consultants to exceed sales targets.
- Resolved all walk-in clients with their queries.
- Monitored DVR to ensure that all footage is recording accordingly.
- Actively participated in weekly telecons (cold calling).
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Increased client retention through exceptional service and timely solutions to issues.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
Bank and Forex Teller
Absa Bank Towers North
10.2010 - 04.2013
- Processed all financial and forex transactions.
- Balanced daily no shortage and surpluses.
- Gave leads to sales consultants to exceed sales targets.
- Minimized any fraud losses by vigilant and quick.
- Verified any swift related transactions.
- Active participation in telecons (cold calling).
- Processed customer transactions promptly, minimizing wait times.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
Customer Service Consultant
Absa Bank Carlton Centre
06.2007 - 10.2010
- Gave leads to consultants to lessen any losses that may occur (fraud) actioning listings.
- Continuous training via the Absa system and externally at training centre.
- Active participation in telecons (cold calling) to achieve KPI sales targets.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Provided feedback on potential areas for improvement within the department based on personal experiences and observations.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Hosting to welcome customers and direct them to the relevant departments.
Customer Service Consultant
Absa Bank Carlton Centre
06.2007 - 10.2010
- Assisted all walk-in customers regarding any queries they may have concerning their accounts.
- Delighted current and new customer experience.
- Adhered to ABSA, values, policies, procedures and regulations.
- Active participation in telecons (cold calling).
- Streamlined processes for quicker problem resolution, resulting in increased customer satisfaction rates.
Education
Bachelor of Commerce Honours - Marketing Management
MANCOSA
Bachelor of Commerce - Marketing Management
MANCOSA
Customer Relationship Marketing - undefined
University of South Africa (UNISA)
Customer Service Management - undefined
University of South Africa (UNISA)
Skills
Experienced with Microsoft Office suite and SAP software
Accomplishments
- Continuously recognized and awarded for excellent communication skills on outstanding customer experience and query resolutions received from customers and stakeholders to enhance customer retention.
- Actively balancing daily with zero surpluses and losses as a Bank and Forex Teller due to excellent numeracy skills.
GOALS
- To achieving my set goals and keeping myself dynamic in the changing scenario to become a Marketing Manager and or a Customer Service Manager.
- To become an excellent Customer Service Manager taking up challenging roles in the Industrial structure with creative and diversified Projects and to be part of a Constructive and fast-Growing World.
- To make a position for myself in the competitive corporate world and contribute to achieving the goals on both professional and personal level.
- To work in an environment that challenges me to improve and constantly thrive for perfection in all the tasks allotted to me so that I can be able to showcase my Marketing, Portfolio Management and Customer Service Management Skills.
References
Available upon request
Timeline
Regional Sales Coordinator
Credico South Africa
05.2025 - Current
Portfolio & Contract Manager
Volvo Group Southern Africa
11.2022 - 10.2024
Fleet Co-ordinator
Absa Vehicle Management Solutions
01.2018 - 08.2022
Fines Administrator
Absa Vehicle Management Solutions
10.2016 - 12.2017
Debit Order Switching Consultant
Absa Bank Barclays Towers West
10.2016 - 12.2017
Client Service Accelerator Official
Absa Bank Towers North
09.2015 - 10.2016
Customer Service Consultant
Absa Bank Towers North
04.2013 - 09.2015
Bank and Forex Teller
Absa Bank Towers North
10.2010 - 04.2013
Customer Service Consultant
Absa Bank Carlton Centre
06.2007 - 10.2010
Customer Service Consultant
Absa Bank Carlton Centre
06.2007 - 10.2010
Bachelor of Commerce - Marketing Management
MANCOSA
Customer Relationship Marketing - undefined
University of South Africa (UNISA)
Customer Service Management - undefined
University of South Africa (UNISA)
Bachelor of Commerce Honours - Marketing Management
MANCOSA