Open to opportunities

Celeste Carvalho

@celestecarvalho

Banking and operations leader with 12 years’ customer service experience, coaching teams and driving compliance-focused branch performance.

South Africa

Message

What I'm looking for

I’m looking for remote, hybrid, or on-site opportunities where I can lead and coach teams, strengthen customer experience, and drive consistent results across banking operations, compliance, and customer service—using ownership, clear communication, and practical problem-solving.

I’m a results-driven banking and operations professional with progressive leadership experience and 12 years of face-to-face customer service in high-volume financial services environments. As a Branch Manager, I led branch operations and managed a team of 10+ employees serving an average of 5,000 clients monthly.

I’ve built a proven track record in branch leadership, client relationship management, team coaching, compliance, sales performance, and service excellence. I consistently exceeded balanced quarterly targets across product sales, service levels, compliance, and customer satisfaction—earning quarterly performance rewards for more than 10 quarters—and reached my salary ceiling through sustained, above-expectation delivery.

I’m also recognized for strong judgement, initiative, adaptability, and the ability to improve team performance and strengthen the customer experience. Selected for regional oversight responsibilities beyond my formal role scope, I bring ownership, communication, and problem-solving to customer service, operations, administrative support, and remote-facing roles.

Experience

Work history, roles, and key accomplishments

Branch Manager

Capitec Bank Ltd

Mar 2018 - Dec 2022 (4 years 9 months)

Led branch operations and managed a team of 10+ employees and support staff in a high-volume banking environment serving ~5,000 clients monthly. Exceeded balanced quarterly targets across product sales, service levels, compliance, and customer satisfaction for 10+ quarters, earning recurring performance rewards.

Branch Management Retail Banking Operations Team Leadership Coaching And Development Sales Performance Customer Relationship Management Compliance and Risk Management Customer Satisfaction

Assistant Branch Manager

Capitec Bank Ltd

Aug 2012 - Mar 2018 (5 years 7 months)

Supported daily branch operations and helped lead a customer-facing team delivering balanced performance across sales, service, compliance, arrears management, and fraud prevention. Provided coaching and performance guidance, and acted as Branch Manager when required to ensure operational continuity.

Branch Operations Support Performance Coaching & Compliance Arrears Management Fraud Prevention Customer Service

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.

Customer Service Transaction Support Relationship Management Problem Solving Service Excellence Communication

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 Administration