Welheminah Mpodi Mokotong
Branch Manger Nedbank
Delmas
Summary
Proven Branch Operations Manager at Nedbank, adept in enhancing customer satisfaction and streamlining operations for increased profitability. Excelled in relationship building and sales development, achieving targets through effective leadership and coaching. Demonstrated expertise in customer service and branch management, ensuring operational excellence and team success. Proactive Branch Manager with strong background in financial analysis, budgeting and forecasting. Develops and implements financial plans and delivers strategic financial advice. Results-driven Branch Manager experienced in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
24
years of professional experience
Work History
Branch Manager
Nedbank
11.2015 - Current
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Maintained friendly and professional customer interactions.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Engaged employees in business processes with positive motivational techniques.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Resolved various issues impacting sales management and business operations.
Customer Sales Consultant
Nedbank
07.2011 - 11.2015
- Handled incoming phone calls and answered questions from callers.
- Provided clerical support, addressing routine, and special requirements.
- Reduced errors in data entry tasks through diligent attention to detail and thorough verification procedures.
- Answered numerous calls each day on multi-line telephone systems, supporting communication needs of 5 staff members.
- Supported administrators by efficiently managing daily scheduling, appointment setting, and calendar organization.
- Input purchases and reconciled accounts within ARIBA, upholding numerous % accuracy for all updates.
- Enhanced communication within the department by establishing a centralized email system.
- Utilized CRM systems effectively for accurate tracking of customer information and interactions.
- Streamlined sales processes for increased efficiency, leading to quicker transactions.
- Assisted with the coordination of promotional events to drive brand visibility and attract new clientele.
- Worked collaboratively within a team environment to achieve collective sales targets consistently each month.
Administration Clerk
Enviroserv Waste
06.2009 - 06.2010
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Responded to telephone and in-person requests for information.
- Provided sales and customer service assistance to walk-in traffic
- Followed up with existing customers to provide additional support and address concerns.
- Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.
- Scheduled appointments and managed calendars for staff members.
- Collaborated with human resources teams on employee record-keeping efforts, helping maintain accurate documentation of personnel files throughout their employment lifecycle.
- Helped handle travel arrangements for executive team.
- Coordinated hotel, airline tickets and ground transportation for staff traveling to domestic and international locations.
- Enhanced communication within the department by establishing a centralized email system.
Sales Consultant
Standard Bank of South Africa
06.2004 - 05.2009
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings.
- Generated increased sales revenue through effective lead generation and follow-up efforts.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
Bank Teller
Standard Bank of South Africa
09.2000 - 05.2004
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Removed mutilated currency from circulation.
- Sold and cross-sold bank products to new and existing customers.
- Reconciled cash drawer and resolved discrepancies.
Education
No Degree - Quality Control And Safety Technologies
Comsoc
Witbank, South Africa 04.2001 -
Skills
Customer Service
Branch Operations Management
Relationship Building
Relationship building and management
Sales Development
Coaching and Mentoring
Employee Development
Performance Reviews
Team Player
Work Prioritization
Sales management
Languages
English
Intermediate (B1)
Afrikaans
Bilingual or Proficient (C2)
IsiZulu
Advanced (C1)
Setswana
Upper intermediate (B2)
English
I am able to communicate in English.
Timeline
Branch Manager
Nedbank
11.2015 - Current
Customer Sales Consultant
Nedbank
07.2011 - 11.2015
Administration Clerk
Enviroserv Waste
06.2009 - 06.2010
Sales Consultant
Standard Bank of South Africa
06.2004 - 05.2009
No Degree - Quality Control And Safety Technologies
Comsoc
04.2001 -
Bank Teller
Standard Bank of South Africa
09.2000 - 05.2004
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