Looking for a job

Lerato Ntshekisang

@leratontshekisang

Customer Resolution Officer at Capitec Bank who investigated missing payments and improved payment accuracy by 15%.

At Capitec Bank, I investigated missing payments between Capitec Business Bank and external banks, achieving a 24-hour turnaround time. I also investigated SWIFT payments and supported accurate allocation of transactions.

At DHL International, I accepted service bookings and helped customers with shipment options, customs requirements, transit times, and prices. Earlier, at Standard Bank South Africa, I resolved complaints and queries and coached and mentored junior staff.

Experience

Work history, roles, and key accomplishments

Customer Resolution Officer

Capitec Bank

Dec 2021 - Apr 2026 (4 years 4 months)

Investigated over 500 missing payments between Capitec Business Bank and external banks, achieving a 24-hour turnaround time. Escalated and responded to 80% of Bankserv payment streams within an 8-hour response time, improving payment accuracy by 15%.

Payment Investigation Bankserv Swift KYC Regulatory Compliance SARB Customer Service Complaint Resolution Relationship Management SAP Oracle FootPrints S Track

Customer Service Advisor

DHL International

Jul 2020 - Jul 2021 (1 year)

Accepted and registered bookings for DHL services, offering alternatives and converting information calls into sales. Identified and promoted revenue-generating opportunities, cross-selling and upselling value-added services.

Customer Service Sales Cross Selling Upselling Customs Compliance Communication Skills

Senior Complaints and Resolution Consultant

Standard Bank South Africa

Apr 2015 - Apr 2019 (4 years)

Coached and mentored junior Complaints and Resolution staff, using position-based competency assessments and development plans. Provided telephonic and email customer support, resolving complaints and general queries professionally and in line with set standards.

Complaint Resolution Customer Service Mentorship CRM Quality Control Communication Skills