Customer Service Branch Manager

Ngoakoana Nkoana

**** ********* ******, ***** *****, Kempton Park, 161*-***-*** 5731

**********@*****.***

Professional Summary

Dedicated customer service and administrative professional with 12+ years of experience in client support, data management, and office administration. Skilled at handling high-pressure environments, resolving complex queries, and supporting teams to achieve performance goals. Recognized for strong interpersonal skills, attention to detail, and ability to adapt to new challenges across industries.

Core Competencies

• Customer Service & Client Relations

• Administration & Data Capturing

• Problem Solving & Conflict Resolution

• Team Support & Training

• Communication & Interpersonal Skills

• MS Office (Word, Excel, Outlook), SAP

Professional Experience

Capitec Bank – Assistant Branch Manager (Jan 2024 – May 2024)

• Supported branch operations and coordinated daily activities to ensure service excellence.

• Provided coaching and guidance to team members, improving overall efficiency.

• Handled escalated client queries with professionalism, ensuring quick resolution.

• Performed administrative duties including reporting, SAP updates, and document verification. Capitec Bank – Service Consultant (Mar 2012 – Dec 2023)

• Assisted clients in person, telephonically, and via email, ensuring accurate and timely service.

• Processed financial transactions and applications while maintaining compliance with policies.

• Provided tailored solutions to customer needs, building loyalty and trust.

• Supported branch growth through product promotion and client engagement.

• Trained new employees on systems and best practices. Vodacom (Kelly Agency) – Inbound Call Centre Agent (2009 – 2012)

• Responded to customer inquiries regarding accounts, transactions, and services.

• Assisted merchants with account issues and transaction processing.

• Ensured accurate data capturing and efficient resolution of queries. Education

• University of Johannesburg – Small Business Management & Entrepreneurship

• Cornerstone – NQA Level 5 National Certificate: Banking

• Alison – Diploma in Business Administration (Completed)

• Mariasdal High School – Matric (Grade 12)

References

Mamoloko Matsena – Branch Manager, Capitec Bank 076-***-**** Andy Ramokoka – Branch Manager, Capitec Bank 065-***-****

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