Sihle Dhlamini
Senior Customer Success Representative
ALBERTON
Summary
Senior Customer Service Representative with strong expertise in payments management and fintech operations at BCB Group. Experienced in supporting high-value clients, managing payment-related inquiries, and delivering efficient customer solutions in a fast-paced financial technology environment.
Bringing over five years of leadership experience as a Bank Manager, with a proven ability to drive business growth, manage teams, and build long-term client relationships. Possesses a solid background in sales within the fintech and insurance industries, with a strong understanding of financial products, customer engagement, and regulatory environments.
Known for combining excellent customer service skills with strong financial knowledge to resolve complex issues, improve client satisfaction, and contribute to operational efficiency. A results-driven professional with a passion for delivering outstanding service and building trust with clients in the evolving digital finance landscape.
Overview
16
16
years of professional experience
4010
4010
years of post-secondary education
Work History
Senior Customer Success Represantative
BCB Group
03.2025 - Current
- Experienced in supporting high-value clients, managing payment-related inquiries, and delivering efficient customer solutions in a fast-paced financial technology environment.
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Developed comprehensive product knowledge, enabling the provision of expert advice to customers.
- Influenced product roadmap by advocating for customer needs and providing valuable feedback from the field to internal stakeholders.
Inside Sales Representative
RMG Management Group SA (Pty) Ltd (Regus)
11.2022 - 03.2025
- Boosted client retention, establishing sales goals and securing targeted rates.
- Negotiated and closed deals with minimal required support from sales and finance managers.
- Generated sales by prospecting leads, cold calling and closing deals.
- Grew customer base by acquiring new customers and identifying needs to deliver relevant products.
- Negotiated customer pricing within agreed guidelines to achieve margin targets.
- Adapted selling style based on customer profile and requirements.
- Kept clients updated on latest relevant deals by sending targeted newsletters using company CRM software.
Territory Sales Manager
aYo Holdings
06.2021 - 10.2022
- Trained and mentored junior sales staff to ensure successful sales performance
- Developed and implemented effective marketing strategies to increase brand awareness in the region
- Developed and maintained an up-to-date customer database to ensure accurate records and data accuracy
- Achieved sales targets consistently
- Developed and maintained relationships with key stakeholders to ensure successful sales initiatives.
Sales Advisor
Outsurance
09.2020 - 05.2021
- Achieved sales goals consistently over a period of 7 months, resulting in top sales advisor recognition award
- Collaborated with cross-functional teams to identify and resolve customer issues in a timely manner
- Established and managed relationships with clients, resulting in a 85% increase in customer satisfaction scores.
Branch Manager
Capitec Bank
06.2020 - 08.2020
- Recruited and trained a high-performing team of 10 individuals, resulting in a 90% increase in customer satisfaction
- Successfully transitioned the branch to remote operations due to the COVID-19 pandemic.
Assistant Branch Manager
Capitec Bank
05.2016 - 06.2019
- Resolved customer issues and complaints quickly and effectively, resulting in a 90% improvement in customer retention
- Conducted regular staff meetings and performance reviews to ensure goals were met and team members were held accountable
- Developed and implemented a marketing plan to increase brand awareness and reach new customers
- Established and enforced policies and procedures that improved operational efficiency and increased customer satisfaction by 90%.
Service Consultant
Capitec Bank
03.2013 - 05.2016
- Developed and maintained positive relationships with customers, resulting in increased referrals and repeat business
- Resolved customer complaints in a timely manner, resulting in a 85% increase in customer satisfaction ratings
- Collaborated with cross-functional teams to identify and resolve customer issues quickly and effectively
- Analyzed customer service data and identified key trends, allowing for more targeted and effective customer service strategies.
Waitress
Mugg n Bean
01.2010 - 02.2016
- Prepared tables for guests prior to their arrival, including setting up table linens and silverware
- Demonstrated excellent customer service skills to ensure all guests had an enjoyable dining experience
- Upsold additional items when appropriate.
Education
Introductory Business Studies N4 - N4 Business Studies
Maluti FET College
Harrismith06-2006
Matric Grade 12 - Senior Matric Certificate
Klipriver High School
Ladysmith12-2002
Skills
B2B and B2C sales
Customer service
Problem-solving
Time management
Complaint handling
Customer relations
Decision-making
Technical troubleshooting
Product knowledge
Problem resolution
Data collection
Critical thinking
Computer proficiency
Live chat support
Customer relationship management (CRM)
Administrative support
Timeline
Senior Customer Success Represantative
BCB Group
03.2025 - Current
Inside Sales Representative
RMG Management Group SA (Pty) Ltd (Regus)
11.2022 - 03.2025
Territory Sales Manager
aYo Holdings
06.2021 - 10.2022
Sales Advisor
Outsurance
09.2020 - 05.2021
Branch Manager
Capitec Bank
06.2020 - 08.2020
Assistant Branch Manager
Capitec Bank
05.2016 - 06.2019
Service Consultant
Capitec Bank
03.2013 - 05.2016
Waitress
Mugg n Bean
01.2010 - 02.2016
Introductory Business Studies N4 - N4 Business Studies
Maluti FET College
Matric Grade 12 - Senior Matric Certificate
Klipriver High School
Personal Information
Title: Senior Customer Success Representative