Open to opportunities

Celeste Carvalho

@celestecarvalho

Customer Success professional with 12+ years in client relationship management, maximizing retention, account health, and onboarding strategies.

South Africa

Message

What I'm looking for

I am looking for remote, hybrid, Customer Success opportunities where I can leverage my 12+ years of experience to drive customer retention, manage account health, and optimize onboarding processes. I want to apply my extensive background in high-volume client relationship management and leadership to help accounts maximize their value and achieve long-term satisfaction.

I am a results-driven Customer Success professional with over 12 years of experience in high-volume client relationship management and operational strategy. I specialize in driving customer retention, managing account health, and delivering data-backed service improvements.

My extensive face-to-face banking leadership experience taught me to read client cues and resolve complex issues instantly. I am seamlessly applying those high-stakes communication skills to the remote environment—scaling personal attention using CRM data, automated workflows, and customer lifecycle management tools to optimize onboarding and maximize long-term client value.

Experience

Work history, roles, and key accomplishments

Branch Manager

Capitec Bank Ltd

Mar 2018 - Dec 2022 (4 years 9 months)

Managed 5,000+ monthly client accounts, focusing on retention, onboarding, and satisfaction. Exceeded quarterly KPIs for churn reduction and account growth. Designed client-facing workflows and internal SOPs to ensure consistent service delivery. Strengthened team accountability, led quarterly KPI reviews, and took on regional oversight due to strong operational judgment.

Branch Management Retail Banking Operations Team Leadership Coaching And Development Sales Performance Customer Relationship Management Compliance and Risk Management Customer Satisfaction Communication Skills Client Servicing Onboarding Retention Account Health Customer Lifecycle Management Risk Mitigation Client Onboarding SOPs

Assistant Branch Manager

Capitec Bank Ltd

Aug 2012 - Mar 2018 (5 years 7 months)

Supported daily operations within a fast-paced customer service environment. Drove branch performance across customer service excellence, compliance, sales, and arrears management. Provided hands-on coaching and operational support to team members to elevate service standards. Served as Acting Branch Manager when required, ensuring complete continuity of leadership.

Branch Operations Support Performance Coaching Arrears Management Fraud Prevention Customer Service Communication Skills Compliance Customer Support Sales Performance Risk Mitigation Branch Management Operations Support

Service Consultant

Capitec Bank Ltd

Jun 2011 - Jul 2012 (1 year 1 month)

Delivered front-line face-to-face banking support in a high-volume branch by handling client queries, transaction support, and branch administration. Built strong customer relationships while ensuring consistent service delivery.

Communication Skills Customer Service Transaction Support Relationship Management Problem Solving Service Excellence Customer Support Client Relationship Management

Affordability Consultant

Lendcor Home Finance

May 2010 - May 2011 (1 year)

Assessed client affordability and supported home finance applications according to lending criteria. Reviewed financial documents, managed follow-ups, and provided professional client service throughout the application process.

Customer Service Communication Skills Affordability Assessment Financial Documentation client support Client Relationship Management Administration