Brian Shono Nkwe
Banker
Gaborone
Summary
A seasoned professional from First National Bank, Excel in transaction processing efficiency and conflict resolution, enhancing customer satisfaction and compliance. With a proven track record in reducing transaction errors by meticulous attention to detail and motivating teams towards goal achievement, bring both critical analytical skills and a commitment to professionalism and ethics. Communicative Teller Coordinator experienced in providing supervisory oversight and coaching to 6 tellers. Executes customer transactions, schedules tellers and identifies opportunities to enhance client relationships. Offering 17 years of experience in banking industry. Committed to protecting bank assets and earning trust and loyalty from clients by providing first-rate customer service.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Teller Coordinator
First National Bank
Gaborone
09.2019 - Current
- Addressed employee issues and conflicts, applying listening and communication skills to promote quick resolution.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Complied with internal controls and federal regulations by implementing trusted methods.
- Assisted tellers in cashing checks by verifying signatures and amounts.
- Ensured compliance with banking regulations by staying current on industry changes and updating policies accordingly.
- Trained and coached 20 tellers on banking operations to provide exceptional customer service.
Service Coordinator
First National Bank
Gaborone
03.2016 - 07.2019
- Coordinated and monitored service activities to confirm work met all requirements.
- Prepared reports on service performance metrics and key indicators for management review.
- Served as primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed high volume of client requests, ensuring timely and effective service delivery.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Assessed customer needs and developed solutions to meet needs.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Managed and coordinated service teams to achieve successful completion of service projects.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
Service Consultant
First National Bank
Gaborone
06.2013 - 09.2015
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Provided information about service procedures and expected timelines.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Successfully collaborated with cross-functional teams in order to develop innovative service offerings tailored to the unique needs of each client.
- Discussed options with clients and determined appropriate plans.
- Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
- Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
- Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Consistently updated knowledge of industry trends and best practices, ensuring delivery of cutting-edge solutions to clients at all times.
- Served as key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of process.
- Implemented effective training programs to improve skills and performance of service consultants across department.
Foreign Exchange Teller
First National Bank
Gaborone
01.2011 - 03.2012
- Reduced transaction errors with meticulous attention to detail in handling cash and recording transactions.
- Improved communication between tellers and management through consistent reporting of transaction volumes, trends, and potential issues.
- Utilized advanced computer software to execute foreign exchange transactions quickly and accurately while reducing manual errors.
- Balanced daily cash drawers, ensuring accurate accounting and timely reporting for financial audits.
Teller
First National Bank
Gaborone
12.2008 - 10.2010
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
Education
No Degree - Accounting Technician
Botswana Accountancy College
Gaborone 01.2006 - 12.2007
Skills
Transaction Processing Efficiency
Cash handling expertise
Motivational Skills
Goal Setting and Achievement
Analytical skills
Loss prevention expertise
Conflict resolution techniques
Professionalism and Ethics
Sales and Cross-Selling
Accomplishments
- Documented and resolved queries which led to losses.
- Resolved product issue through consumer testing.
- Achieved customer excellence by completing duties with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Additional Information
best performer 2016 and 2018 at Kgale view branch
enrolled and selected in the Branch Leadership Strength Development
playing basketball and watching television
Basketball is all about fundementals basics and schematics so enjoy the challenge as you have to be observant and sharp at all cots , with TV it helps me unwind after a busy day from wirk
Timeline
Teller Coordinator
First National Bank
09.2019 - Current
Service Coordinator
First National Bank
03.2016 - 07.2019
Service Consultant
First National Bank
06.2013 - 09.2015
Foreign Exchange Teller
First National Bank
01.2011 - 03.2012
Teller
First National Bank
12.2008 - 10.2010
No Degree - Accounting Technician
Botswana Accountancy College
01.2006 - 12.2007
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