Thabiso Malematja
Digital Platforms Consultant
Roodepoort
Summary
Professional Summary
Detail-oriented and focused Digital Specialist with knowledge of data analysis, process validation and business needs analysis. Proven ability to understand customer requirements and translate them into actionable plans. Resolute and diligent with a passion for Big Data. Ability to communicate well with both technical professionals and end-users to identify and translate business requirements. Experienced in driving data accuracy and integrity to exceed quality standards. Proficient at identifying business needs to develop valuable solutions to improve accuracy and process optimization. Successful at promoting company advancements and boosting team performance. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Digital Platforms Consultant
Standard Bank South Africa
01.2022 - Current
- Provide ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
- Evaluation of client needs and expectations, establishing clear goals for each consulting engagement.
- Assist clients in navigating complex industry challenges, offering expert guidance and strategic recommendations.
- Integration of technology and business operations to identify targeted solutions to customer issues.
- Collaborate with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Enhancement of system performance by troubleshooting and resolving complex technical issues.
- Collaborate closely with senior-level technicians on complex projects, gaining valuable hands-on experience in various in project management, fleet, fraud investigations and information and knowledge management.
- Diagnosis of root causes of technical problems using advanced diagnostic tools, resolving issues promptly and effectively.
- Streamlining of customer support processes for faster response times and increased satisfaction.
- Ensuring timely completion of tasks by managing workflow efficiently under tight deadlines.
- Maintenance high levels of client satisfaction with prompt and efficient technical support services.
- Completion of detailed documentation of all service actions to improve record-keeping accuracy.
- Research and identification of solutions to technical problems.
Digital Helpdesk Consultant
Standard Bank South Africa
10.2019 - 12.2021
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Balanced competing priorities under pressure without compromising the quality of service provided.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Participated in ongoing training sessions to stay updated on company policies and procedures, ensuring the highest quality of service for clients.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Assisted in training new hires, sharing industry insights and tips for success in the call center environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained up-to-date knowledge of product and service changes.
Consultant, Universal Banking
Standard Bank South Africa
01.2018 - 09.2019
- Conducted regular self-assessments of performance to identify areas for growth or improvement within the role of a Teller.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Educated customers on use of banking website and mobile apps.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Supported a safe working environment by adhering to safety protocols during all aspects of ATM maintenance and servicing tasks.
- Ensured customer satisfaction with efficient cash replenishment and accurate transaction records.
- Enhanced service quality by conducting regular audits and inspections of assigned ATMs.
- Improved ATM uptime by performing regular maintenance and troubleshooting tasks.
- Streamlined cash management processes through diligent tracking and reporting of ATM balances.
- Enhanced communication among team members, fostering a collaborative and supportive work environment.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Identified areas of improvement for clients' operations, implementing targeted solutions to increase productivity.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Integrated technology and business operations to identify targeted solutions to customer issues.
- Onboarded and managed new client accounts to boost retention rates.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Evaluated customer needs and feedback to drive product and service
- improvements.
- Implemented practices and procedures to reduce expenditures and increase savings.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
Education
Postgraduate Diploma in IT Management - Information Technology
Management College of Southern Africa
Johannesburg 04.2001 -
National Certificate in Banking - Core Banking And Financial Services
Cornerstone Performance Solutions
Johannesburg 04.2001 -
Bachelor of Commerce - Accounting And Finance
University of Limpopo
Polokwane 04.2001 -
National Senior Certificate - Accounting And Economics
Rainbow Combined
Tzaneen 04.2001 -
Skills
Data Analysis
Timeline
Digital Platforms Consultant
Standard Bank South Africa
01.2022 - Current
Digital Helpdesk Consultant
Standard Bank South Africa
10.2019 - 12.2021
Consultant, Universal Banking
Standard Bank South Africa
01.2018 - 09.2019
Postgraduate Diploma in IT Management - Information Technology
Management College of Southern Africa
04.2001 -
National Certificate in Banking - Core Banking And Financial Services
Cornerstone Performance Solutions
04.2001 -
Bachelor of Commerce - Accounting And Finance
University of Limpopo
04.2001 -
National Senior Certificate - Accounting And Economics
Rainbow Combined
04.2001 -
Additional Information
- Denise Singh, Manager, Self Service Support, (+27) 78 487 9910
- Busisiwe Tshabalala, Manager, Digital Helpdesk, (+27) 76 438 8333
- Gilbert Mabote, Consultant, Universal Banker, (+27) 71 585 1321
References
- Denise Singh, Manager, Self Service Support, (+27) 78 487 9910
- Busisiwe Tshabalala, Manager, Digital Helpdesk, (+27) 76 438 8333
- Gilbert Mabote, Consultant, Universal Banker, (+27) 71 585 1321
Custom
- Denise Singh, Manager, Self Service Support, (+27) 78 487 9910
- Busisiwe Tshabalala, Manager, Digital Helpdesk, (+27) 76 438 8333
- Gilbert Mabote, Consultant, Universal Banker, (+27) 71 585 1321
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