Dynamic Team Leader, Customer Service

Karabo Sakuze

Team Leader, Customer Service

KARABO SAKUZE ● TEAM LEADER, CUSTOMER SERVICE 1

+267-**-***-*** ************@*****.*** Gaborone, Botswana

• English

• Setswana

LANGUAGES

Nationality : Motswana

Gender : Male

LinkedIn : linkedin.com/in/

sakuzekarabo

PERSONAL DETAILS

A dynamic and results-driven financial services professional with proven leadership across banking, business analysis, and branch operations, consistently delivering high-impact service excellence and commercial growth. Currently serving as Team Leader – Customer Service at Stanbic Bank Botswana, I drive new business development, enhance customer experience, strengthen digital adoption, and uphold stringent compliance, risk, and operational standards while supporting branch leadership roles. My experience spans tender management, market analysis, and strategic business development, complemented by strong financial coordination capabilities gained in both corporate and fintech environments. With a track record of leading high-performing teams, optimizing operational processes, and pioneering innovative financial solutions, including multimillion-pula financing models and award-winning portfolio management, I bring a blend of analytical insight, customer-centric leadership, and operational resilience that positions me as a valuable asset in any forward-thinking organization.

PERSONAL PROFILE

Insurance Training Institute, Gaborone

In Progress

Short-Term Insurance, Certificate of

Proficiency

European Business University

2024

Master of Business Administration

UNICAF University, Online

2021

Operations Management Certificate

Insurance Training Institute, Gaborone

2020

Long-Term Insurance, Certificate of

Proficiency

Sheffield Hallam University

2020

Bachelor of Arts (Honors) In International

Finance & Banking

EDUCATION

CAREER HISTORY

STANBIC BANK GABORONE, BOTSWANA

APRIL 2024 – CURRENT

TEAM LEADER, CUSTOMER SERVICE

• Drive new business opportunities through reactive selling, lead generation, and intentional utilization of referral networks to support Customer Sales Consultants.

• Manage and control system access for all branch staff to safeguard operational integrity and ensure compliance with security protocols.

• Partner with the branch management team to balance workload, optimize client queues, and improve overall customer experience.

• Serve as acting Branch Manager, Head of Support Service, and Team Leader Tellers during absences, ensuring uninterrupted branch operations and high service delivery.

• Champion digital transformation initiatives by increasing customer and staff adoption of digital platforms, tools, and processes.

• Lead branch safety and emergency protocols as the appointed Fire Marshal, ensuring compliance with health and safety regulations.

• Serve as Business Continuity Champion, enhancing branch resilience and preparedness for operational disruptions.

• Conduct daily staff briefings, performance monitoring, and coaching to enhance productivity and service consistency.

• Resolve high-level customer queries and complaints, ensuring rapid turnaround time and retention of key customer relationships.

• Ensure compliance with internal controls, regulatory requirements, audit standards, and risk management procedures across all customer touchpoints.

XAVIER AFRICA TECHNOLOGIES (PTY) LTD GABORONE,

BOTSWANA

MARCH 2024 – MARCH 2024

BUSINESS ANALYST

• Led initiatives to support business development through tender process management and expanding referral networks to widen the customer base.

• Streamlined requirements-gathering methodologies to improve the efficiency and sustainability of operational and technical projects.

• Conducted detailed market, competitor, and sectoral analysis to inform business strategy and operational decision-making.

• Collaborated with cross-functional teams including technical, operations, and finance to ensure seamless execution of project deliverables. Karabo Sakuze

Team Leader, Customer Service

KARABO SAKUZE ● TEAM LEADER, CUSTOMER SERVICE 2

+267-**-***-*** ************@*****.*** Gaborone, Botswana PROFESSIONAL SKILLS

• Customer Service Leadership

• Business Development & Lead Generation

• Digital Transformation & Channel

Migration

• Operational Risk & Compliance

Management

• Staff Training, Coaching & Performance

Management

• Stakeholder Engagement & Relationship

Building

• Business Continuity & Emergency

Preparedness

• Financial Analysis & Reporting

• ERP & Systems Administration

• Market, Competitor & Sector Analysis

• Strategic Planning & Decision Support

• Sales Management & Client Acquisition

• Graduate Pace Setter Award Botswana

Accountancy College (2019)

• Class Representative Certificate Botswana

Accountancy College (2019)

• Best Overall Level 5 Student Award

Botswana Accountancy College (2019)

• Best Student Award – Financial Management

Botswana Accountancy College (2019)

• Best Student Award – Portfolio Management

Botswana Accountancy College (2019)

AWARDS AND RECOGNITION

IT SKILLS

• Salesforce

• Microsoft Office Suite

• Python

• SQL

• Power BI

• Visio

• Remedy

• Finacle

• Google Suite

CAREER HISTORY

• Maintained compliance with all industry regulations, ethical standards, and governance practices in business processes.

• Prepared detailed business proposals, feasibility studies, and client presentations to support strategic bids.

• Supported development of process maps, user stories, and workflow documentation to strengthen operational frameworks. DEVERE ACUMA BOTSWANA (PTY) LTD GABORONE,

BOTSWANA

JUNE 2023 – AUGUST 2023

FINANCIAL COORDINATOR BUSINESS DEVELOPMENT

ASSOCIATE

• Drove business growth through assertive cold calling, lead generation, and leveraging professional networks to expand the client portfolio.

• Managed client engagement processes to build strong, lasting relationships and ensure superior customer satisfaction.

• Monitored market trends, economic activities, and regulatory updates to provide informed financial insights.

• Worked with cross-functional teams to execute financial plans and deliver client-centric advisory services.

• Ensured full compliance with financial regulations, ethical standards, and internal governance frameworks.

• Prepared financial reports, investment proposals, and client suitability assessments to support advisory functions.

• Supported marketing initiatives and client-acquisition campaigns to increase brand visibility.

TICANO GROUP (PTY) LTD MAUN & GABORONE,

BOTSWANA

APRIL 2021 – MAY 2023

GROUP BUSINESS ANALYST ACCOUNTS OFFICER

• Administered and maintained a groupwide ERP system across 4 branches, ensuring data integrity, accuracy, and process efficiency.

• Conducted in-depth financial and operational data analysis to set loan pricing, monitor performance, and support strategic decisions.

• Designed, reviewed, and implemented KPIs to improve business performance for a P100 million annual loan portfolio.

• Executed end-of-month financial processes, loan reconciliations, commission calculations, and MIS reporting to support management.

• Built strong relationships with bankers, property managers, landlords, and major stakeholders, enhancing operational collaboration.

• Managed payments for multi-branch loan portfolios including local and international transfers while maintaining strong cash-flow controls.

• Acted as Group Operations Manager during absences, ensuring business continuity and service excellence.

• Prepared board packs, management reports, and forecasting models to support strategic planning.

• Monitored credit risk exposure and implemented controls to minimize defaults and operational risks.

Notable Achievements

• Pioneered the introduction of insurance-bond-backed financing for purchase orders, transforming revenue streams and strengthening market position.

• Successfully structured a construction purchase-order financing deal exceeding P1 million, achieving a 20% ROI in 2022.

• Contributed to securing P20 million in funding through strong financial analysis, reporting, and executive-level presentations.

• Awarded Maun’s Top Portfolio Manager for 2021 and 2022 due to exceptional client retention and portfolio performance. KARABO SAKUZE ● TEAM LEADER, CUSTOMER SERVICE 3

Karabo Sakuze

Team Leader, Customer Service +267-**-***-*** ************@*****.*** Gaborone, Botswana CAREER HISTORY

TICANO GROUP (PTY) LTD MAUN, BOTSWANA

AUGUST 2021 – APRIL 2023

BRANCH MANAGER

• Oversaw day-to-day branch operations, managing supplies, petty cash, logistics, and customer service.

• Supervised and developed a team of 3 sales representatives, providing coaching, performance tracking, and mentorship.

• Implemented efficient sales processes and customer engagement strategies, increasing client conversions and retention.

• Achieved over 100% branch growth in both 2021 and 2022, driving strong business expansion.

• Led the branch to rank as the top-performing branch in 2022, based on sales, revenue, and client satisfaction.

• Ensured compliance with all regulatory, audit, and company policy requirements.

• Managed customer escalations, client onboarding, and loan approvals to maintain high service standards.

• Conducted market outreach and relationship-building initiatives to expand the branch’s client base. TICANO GROUP (PTY) LTD MAUN, BOTSWANA

JANUARY 2021 – MARCH 2021

SALES INTERN

• Educated clients on company services, providing clarity, answering inquiries, and strengthening brand understanding.

• Actively participated in client outreach and marketing activities to increase company visibility.

• Assisted clients in obtaining required documentation and guided them throughout the full loan application process.

• Managed loan receivables by coordinating with clients, suppliers, and relevant stakeholders.

• Consistently exceeded sales targets during the internship period, securing a full-time role and recognition for outstanding performance.

• Supported branch administrative tasks including filing, client onboarding, and data capturing.

• Conducted follow-ups to maintain strong client relationships and ensure loan repayment compliance. REFERENCES

AVAILABLE ON REQUEST

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