Tumelo Motaung
Soweto
Summary
Digital Support Consultant with extensive experience in customer service and digital channel management. Proven success in driving digital adoption, resolving client inquiries, and managing service requests efficiently. Consistently exceeded sales targets and ensured compliance at leading organizations including Standard Bank, Pepkor Lifestyle, Capitec Bank, Webhelp Outsourcing, and Ster-Kinekor Theatres. Strong analytical, problem-solving, and communication skills with a track record of enhancing client satisfaction and organizational growth.
Overview
8
8
years of professional experience
Work History
Digital Support Consultant
Standard bank
Johannesburg
09.2025 - Current
- Fulfiled all customer-generated online demand in order to grow revenue and provided customer service for Business and Commecial SA.
- Customer Support & Education: Resolved client enquiries and complaints regarding digital channels (e.g. app, online banking, and actively educated clients on self-service functionality.
- Digital Adoption & Migration: Drove the adoption of digital tools and increased migration volumes from traditional banking to digital self-service platforms.
- Channel Management: Supported digital channel initiatives (online banking for business).
- Query Resolution & Logging: Accurately logged, tracked, and resolved service requests, ensuring high-quality client interaction, and adhering to service level agreements.
- Achieved service time and quality targets.
- Managed complaints with calm, clear communication and problem-solving.
- Collaborated with team members to achieve target results.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
Client onboarding consultant
Pepkor lifestyle
06.2025 - 08.2025
- Assisted in verifying and validating credit agreements to comply with legislation and internal credit policies.
- Supported adherence to legislative acts and company policies by following established procedures.
- Helped assess credit applications efficiently and accurately.
- Maintained sustainable service excellence
Service Consultant
Capitec Bank
Johannesburg
08.2022 - 11.2024
- Achieved Sales Objectives: Met team sales targets by ensuring clients understood the features and benefits of Global One products tailored to their needs.
- Client Service Strategy: Delivered the Branch Implementation Plan and Client Service Strategy, providing excellent client service and managing risk and compliance by applying the Branch Credit Granting Policy principles during client affordability assessments.
- Risk Management and Compliance: Took full responsibility for applying FICA/RICA/POPI and all applicable legislative requirements when assisting clients. Scrutinized documents for fraud and applied credit policy accurately, Relating and Networking Risk Management.
- Account Management Skills: maintaining confidentiality and security protocols.
- Account Management: Ensured all client details were continuously updated on all banking platforms and systems. Guided clients on the safety of their cards, data, and apps to mitigate fraud risks.
- Branch Coordination: Welcomed clients and coordinated branch flow through efficient queue management, assisting clients at ATMs and completing transactions on remote or self-service channels.
- Card Issuing and Personalization: Issued and personalized all cards (Debit MasterCard, Credit Card, Virtual Card). Ensured necessary contracts were printed and signed.
- Risk Mitigation: Engaged with clients to create awareness of safety measures related to their card/s, data, apps, and potential fraud risks.
Digital Team Coach (Mentor)
Webhelp Outsourcing
Johannesburg
06.2020 - 07.2022
- Facilitated digital training sessions to enhance team competencies in handling service queries and troubleshooting techniques.
- Developed tailored coaching plans to address individual performance gaps among agents, promoting skill development and efficiency.
- Conducted regular performance reviews and provided constructive feedback to team members, fostering a positive learning environment.
- Streamlined digital processes and created user-friendly documentation to assist team members in resolving client issues effectively.
Digital Customer Service Advisor
Webhelp Outsourcing
Johannesburg
11.2020 - 05.2020
- Provided digital customer service through various online platforms, ensuring timely and effective resolution of client inquiries and issues.
- Developed and maintained a comprehensive knowledge base for digital service queries, enhancing team efficiency and response times.
- Leveraged customer feedback to propose enhancements in digital service offerings, contributing to improved client satisfaction and retention.
- Monitored service metrics and KPIs related to online support, implementing changes to improve service delivery and meet performance targets.
Acting Floor Supervisor
Sterkinekor Theatres
Johannesburg
01.2020 - 03.2020
- Oversaw daily operations on the floor, ensuring optimal customer service and operational efficiency while handling escalated issues and implementing corrective action plans.
- Trained and mentored new staff members on customer service protocols and operational procedures to enhance team performance and client satisfaction.
- Monitored service delivery performance, analyzing metrics to identify opportunities for improvement and trend adjustment in service quality and client interaction.
- Managed the service team on the floor, ensuring adherence to client service strategies and optimizing customer interactions for enhanced satisfaction.
- Maintained compliance standards related to service processes, training staff on necessary regulations to mitigate risk and uphold company policies.
Multi Skilled Employee
Sterkinekor Theatres
Johannesburg
11.2018 - 12.2019
- Conducted detailed customer needs assessments to personalize service offerings and improve overall client satisfaction.
- Implemented strategic service delivery techniques to streamline branch operations and enhance the customer experience.
Education
National Diploma in Law - Business law I, Civil Law I, Criminal law and law of criminal procedure I, Family law I, Business Law II, Civil II, Criminal Law and law of criminal procedure II, Family law II, Labour Law, Cyber law, Law of succession, Insolvency law, Law of personal injury business law III, Civil law III
University Of Johannesburg
Johannesburg2024
Advanced Diploma in Business Management - Advanced management principles, Understanding marketing principles, Business finance, Microeconomics, Supply chain management, Project management, Information Management, Statistical techniques in Business
MANCOSA
Johannesburg05.2026
Skills
- Analytical skills
- Planning skills
- Accuracy
- Attention to details
- Problem analysis
- Communication skills
- Interpersonal skills
- Relationship management skills
- Adhering to principles and values
- Delivering results
- Meeting customer expectations
- Entrepreneurial thinking
- Commercial thinking
- Following instructions
- Following procedures
- Persuading
- Influencing
- Presenting
- Communicating information
- Customer relationship management
- Digital channel management
- Compliance adherence
- Risk assessment
Websites, Portfolios and Profiles
linkedin.com/in/tumelo-motaung767716321
Timeline
Digital Support Consultant
Standard bank
09.2025 - Current
Client onboarding consultant
Pepkor lifestyle
06.2025 - 08.2025
Service Consultant
Capitec Bank
08.2022 - 11.2024
Digital Customer Service Advisor
Webhelp Outsourcing
11.2020 - 05.2020
Digital Team Coach (Mentor)
Webhelp Outsourcing
06.2020 - 07.2022
Acting Floor Supervisor
Sterkinekor Theatres
01.2020 - 03.2020
Multi Skilled Employee
Sterkinekor Theatres
11.2018 - 12.2019
National Diploma in Law - Business law I, Civil Law I, Criminal law and law of criminal procedure I, Family law I, Business Law II, Civil II, Criminal Law and law of criminal procedure II, Family law II, Labour Law, Cyber law, Law of succession, Insolvency law, Law of personal injury business law III, Civil law III
University Of Johannesburg
Advanced Diploma in Business Management - Advanced management principles, Understanding marketing principles, Business finance, Microeconomics, Supply chain management, Project management, Information Management, Statistical techniques in Business
MANCOSA