Sibongile Madonsela
Client Service Consultant
Johannesburg,Gauteng
Summary
Experienced client services consultant with a proven track record of enhancing client satisfaction and optimizing service operations. Skilled in managing high-profile accounts through clear communication, relationship building, and proactive issue resolution. Possesses deep knowledge of digital systems and data-driven service strategies, enabling streamlined support and cutting-edge solutions in technology-focused settings.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Client Services Consultant
Alex Forbes
Johannesburg
06.2024 - Current
- Handle ~60 inbound member interactions/day, sustaining 90 % service-level and 88 % FCR metrics.
- Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
- Educate members on umbrella-fund rules, benefit statements and online portal; boosted portal adoption by 30 % in six months.
- Maintain accurate member data in SAP C4C, ensuring 100 % compliance with POPIA and Fund rules.
- Proactively surface recurring pain-points, collaborating with administrators to prevent 15 complaints monthly.
- Streamlined communication between clients and internal teams for improved project outcomes.
Client Service Consultant
Standard Bank South Africa
Johannesburg
03.2020 - 10.2023
- Managed average 100 calls/shift, maintaining 99 % QA scores while meeting AHT targets.
- Guided customers on account, lending & digital-banking queries; handled back-office responsibilities such as processing customer emails, account investigations, transaction reversals, and debit/credit verifications.
- Investigated suspected fraud, preparing documentation for escalations.
- Served as team leader 2IC.
- Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
Claims Assessor
Corner Life Insurance (underwritten by 1Life)
Johannesburg
01.2018 - 03.2020
- Processed 50+ funeral claims/week, meeting 48-hour turnaround 98 % of the time.
- Detected & rejected fraudulent claims worth R 400 k+ through meticulous verification.
- Delivered compassionate support to bereaved families, sustaining 92 % customer-satisfaction rating.
- Conducted post-claim evaluations to identify areas for improvement and potential training needs among the team members.
Education
Bachelor of Commerce (BCom) - Information & Technology Management
MANCOSA
Johannesburg 06.2022 - 06.2025
National Banking Certificate NQF Level 5 - Banking And Finance
Cornerstone Performance Solutions
Johannesburg, South Africa 03.2020 - 09.2021
Microsoft Digital Literacy Certification - Digital Literacy
Microsoft Imagine Academy
Johannesburg, South Africa 03.2020 - 09.2020
Skills
Analytical Thinking
undefinedVolunteering And Leadership
NEN Tutorial and Mentorship Program, Part-time tutor, Ongoing
Awards
- Recognized as a top performer for service excellence and process efficiency at Alex Forbes.
- Standard Bank Top Performer 2022 and Best Team Player.
REFERENCES
References are available upon request.
Further information or supporting documents will gladly be provided upon request.
I consent to the storage of my CV and to being contacted for any current or future opportunities within your organization.
Timeline
Client Services Consultant
Alex Forbes
06.2024 - Current
Bachelor of Commerce (BCom) - Information & Technology Management
MANCOSA
06.2022 - 06.2025
National Banking Certificate NQF Level 5 - Banking And Finance
Cornerstone Performance Solutions
03.2020 - 09.2021
Microsoft Digital Literacy Certification - Digital Literacy
Microsoft Imagine Academy
03.2020 - 09.2020
Client Service Consultant
Standard Bank South Africa
03.2020 - 10.2023
Claims Assessor
Corner Life Insurance (underwritten by 1Life)
01.2018 - 03.2020
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