Mcintire Pako Luke
Gaborone
Summary
Dynamic and results-oriented professional with a proven track record at First National Bank Botswana, specializing in client acquisition and relationship management. Demonstrated expertise in leveraging business intelligence and strategic planning to elevate client satisfaction and retention. Highly skilled in proposal writing and social media marketing, consistently surpassing business development targets. Committed to driving growth through innovative strategies and exceptional client engagement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Business Development Officer
First National Bank Botswana
Francistown
07.2024 - Current
- Devised business plans aimed at enhancing profit margins.
- Evaluated market information to uncover new client opportunities and trend developments.
- Crafted materials for conveying product advantages and cost structures to target audience.
- Continuously monitored emerging industry trends.
- Contributed to introducing and promoting new products.
- Expanded professional network by participating in various events.
- Developed business opportunity drafts aligned with client requirements.
- Reviewed feedback data for opportunities to refine organizational processes.
- Scheduled strategic discussions with senior management and key stakeholders.
- Oversaw conformity with standards in partner contracts.
- Conducted site visits to promote continued customer engagement.
- Solicited new consumer banking relationships while retaining and expanding current accounts.
- Facilitated participation in key industry functions for brand promotion.
- Leveraged technology and digital platforms to enhance business development processes and outcomes.
- Implemented customer relationship management (CRM) strategies to enhance client satisfaction and retention.
- Established and maintained relationships with key stakeholders, including clients, partners, and suppliers.
- Utilized strong verbal skills to understand customer needs and requirements.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
- Reduced process lags by training employees on best practices and protocols.
Sales and Service Coordinator
First National Bank Botswana
GHANZI
12.2021 - 06.2024
- Organized and coordinated sales meetings, conferences, and trade shows.
- Analyzed customer feedback to improve services.
- Trained staff on customer service standards and practices.
- Assisted in resolving customer complaints.
- Conducted market research to identify new opportunities for business growth.
- Maintained records of daily sales transactions.
- Collaborated with marketing team to develop promotional materials for campaigns.
- Generated reports on sales performance metrics.
- Responded promptly to customer inquiries via phone, email, or other channels.
- Identified areas of improvement in existing processes related to sales and customer service.
- Managed relationships with existing customers by providing regular updates on product developments or changes in policy.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Evaluated employee job performance and motivated staff to improve productivity.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Conducted training and offered staff development opportunities to decrease process lags.
- Led team engagement to assist cross-functional departments and achieve goals.
- Coached staff on strategies to enhance performance and improve customer relations.
- Collaborated with company departments to guarantee cohesive branding and strategic product placement.
Sales and Service Consultant
First National Bank of Botswana
Gaborone
08.2016 - 11.2021
- Duties include account opening for both personal and business accounts, loan applications for both personal loans, mortgages, car loans, and credit cards.
- Provided excellent customer service to customers by answering inquiries and resolving complaints.
- Demonstrated knowledge of company products and services, including pricing plans and features.
- Educated customers about the features and benefits of different services offered by the company.
- Developed strategies to increase customer loyalty and retention rates.
- Analyzed data from surveys to identify areas where improvements could be made in customer service delivery processes.
- Collaborated with other departments within the organization to ensure that all requests were handled efficiently.
- Participated in team meetings to discuss potential solutions for improving customer experience.
- Utilized problem solving skills while dealing with difficult situations involving dissatisfied customers.
- Leveraged dynamic response abilities and sales expertise to build long-term, profitable client relationships.
- Gave informative presentations at events to reach new clientele.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Research Assistant
University of Botswana
Gaborone
07.2012 - 02.2014
- Gathered data from various sources, including online databases, libraries, and interviews with experts.
- Prepared comprehensive reports summarizing research findings.
- Performed literature reviews to ensure accuracy of results.
- Verified accuracy of data by conducting quality assurance checks on collected materials.
- Interpreted results from experiments and surveys to generate meaningful conclusions.
- Monitored progress of projects to ensure timely completion within budget constraints.
- Collaborated with other researchers in developing study designs, methods, and tools for data collection.
- Participated in team meetings to discuss progress on ongoing projects or brainstorm ideas for future endeavors.
- Prepared reports, presentations, and articles using Microsoft Word and PowerPoint.
Assistant Awareness Raising Officer
BONELA
Gaborone
01.2009 - 12.2012
- Company Overview: Botswana Network on Ethics, Law and HIV/AIDS
- Website: www.bonela.org
- Update organization's website and Facebook page in consultation with project management
- Participate in organizing events and providing support in phasing and scheduling of activity implementation
- Contribute articles from the field for the newsletter
- Represent organization at meetings, events and conferences
- Address diverse groups to promote awareness on most-at-risk populations, human rights and HIV issues
- Participate in strategic and operational planning of awareness raising projects and support planning for the entire organization
- Support funding applications, evaluations and reporting
- Train change agents (e.g., service providers, partners, policy makers) and target groups
- Identify locations for distribution of information, education and communication (IEC) materials
- Support other units (e.g., administration, finance, procurement, logistics) with project implementation
Education
MBA - Business Aanalytics
Eaton Business School
Australia11-2026
Long Term Insurance
Insurance Institute Of Botswana
Botswana05-2017
Introduction To Short Term Insurance
Botswana Accountancy College
Botswana02-2017
Associate Degree - Public Relations
Limkokwing University of Creative Technology
Gaborone, Botswana12.2014
BGCSE -
Naledi Senior Secondary School
10.2004
Skills
- Research
- Client acquisition
- Analytics
- Relationship building and rapport
- Strategic planning
- Relationship management
- New business development
- Training and mentoring
- Business intelligence
- Proposal writing
- Quality control
- Marketing
- Performance metrics
- Social media marketing
Personal Information
- Date of Birth: 10/05/88
- Nationality: Botswana
Accomplishments
- Exercised Vigilance and was able to identify and intercept fraudulent Activity And Prevented Loss for a customer and the bank
Languages
English
First Language
English
Proficient (C2)
C2
Certification
- Walking In The Shoes of A Client - Transfer And Bond Registration Of Immovable Property
References
References available upon request.
Timeline
Business Development Officer
First National Bank Botswana
07.2024 - Current
Sales and Service Coordinator
First National Bank Botswana
12.2021 - 06.2024
Sales and Service Consultant
First National Bank of Botswana
08.2016 - 11.2021
Research Assistant
University of Botswana
07.2012 - 02.2014
Assistant Awareness Raising Officer
BONELA
01.2009 - 12.2012
MBA - Business Aanalytics
Eaton Business School
Long Term Insurance
Insurance Institute Of Botswana
Introduction To Short Term Insurance
Botswana Accountancy College
Associate Degree - Public Relations
Limkokwing University of Creative Technology
BGCSE -
Naledi Senior Secondary School
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