Kamogelo Dunywa

High-performing, NQF-aligned Banking Service Consultant with over three years of retail banking and front-line customer service experience. Proven track record in driving digital client migration, resolving complex first-line inquiries, and consistently exceeding branch sales targets. Skilled in maintaining strict banking governance, risk mitigation, and building long-term customer loyalty in high-volume banking environments.

Admin and Personal Assistant - Brenda Black Swim School

(2026-01 - 2026-03)

• Acted as the primary point of contact for all inbound inquiries via phone, email, and messaging, coordinating updates across internal teams and external stakeholders.
• Maintained student records and updated attendance database systems utilizing HubSpot CRM to drive administrative accuracy.
• Processed invoices, structured direct debits, tracked monthly student income reports, and safely managed operational budget distributions.
• Converted inbound inquiries into active student enrollments by providing pricing models and resolving parent feedback efficiently.
• Ensured 100% regulatory compliance by auditing and updating staff Working with Children Checks, NDIS clearances, and Normal Operating Procedures (NOPs).

Customer Service Consultant - Capitec Bank

(2023-03 - 2025-09)

• Handled and resolved over 50+ intricate client inquiries daily regarding account functions, maintaining a 98% first-contact resolution (FCR) rate.
• Consistently outperformed monthly cross-selling targets by 10% to 15% for Global One products and personal loans via proactive client needs-analysis.
• Facilitated a 20% increase in branch digital channel migration by actively guiding 30+ clients per week to register and navigate mobile banking applications.
• Safely managed and de-escalated 95% of irate customer complaints on-site, enhancing general client retention and decreasing branch wait times by 10 minutes.
• Appointed to train 5 new consultants on standard electronic banking platforms and service metrics, shortening onboarding cycles by 2 weeks.
• Honored as "Consultant of the Month" for reaching 110% of quarterly sales quotas on value-added insurance policies and data bundles.

Bank Better Champion - Capitec Bank

(2022-05 - 2023-03)

• Controlled a heavy client volume of 150+ customers daily, executing quick initial assessments to decrease overall branch waiting periods by 15%.
• Successfully migrated 40+ clients weekly onto automated banking options, elevating overall regional branch digital application rates by 20%.
• Maintained a 98% self-service issue resolution rate directly at branch terminals, preventing excessive front-counter queues.
• Secured a stable 95% positive feedback score on branch exit surveys, driving the branch to rank #1 regionally for operational excellence.

Customer Facing Team Member - KFC

(2021-12 - 2022-05)

• Exceeded daily branch sales goals by 15% by actively presenting promotional add-ons and cross-selling targets to patrons.
• Managed transaction flows at an average rate of 40+ orders per hour during peak shifts while maintaining 100% balancing precision.
• Shortened Drive-Thru operational window metrics by 20 seconds, aligning the local team with strict global service-level standards.

Diploma - Financial Management N6 - Ekurhuleni West TVET College (2021-11)

National Senior Certificate - Matric - Thoko Thaba High School (2018-11)

Certificate - End User Computing NQF Level 3 - Siyafunda CTC (2019-11)