Maropeng Ramashapa

Client Services Specialist

Talent

Pretoria, City of Tshwane Metropolitan MunicipalityMember since February 6, 2026

Customer Success ManagementAccount RetentionSLA ManagementDispute ResolutionKYC/AML/POPIA/etc. CompliancePolicy AdministrationEnhanced Due Diligence (EDD)Data PrivacyInformation GovernanceRisk AnalysisCRM Systems / Customer Service PlatformsHubspot Service HubAdvanced MS ExcelAdvanced MS WordOutlookZoomConflict ResolutionClient RetentionAsynchronous CommunicationTelephone etiquetteTime ManagementProblem solvingAttention to detailEmpathetic approach to customer interactionsCustomer lifecyclesAccount onboardingData-driven customer health scoresTicketing systemsHelp desk automation frameworksCustomer feedback loops

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Customer Success ManagementAccount RetentionSLA ManagementDispute ResolutionKYC/AML/POPIA/etc. Compliance

About

Versatile Operations & Client Services Specialist with over 7 years of cross-industry success in Banking, Investments, Contact centre, and Retail Management. Proven track record in high-volume query resolution, strict risk compliance (KYC, AML, etc.), and inventory administration. Combines advanced financial operations knowledge with a robust technical background (CompTIA Network+) to streamline workflows and maintain peak productivity.

Experience

Operations & Retail Manager at FAMILY RETAIL ENTERPRISE (2022-01 – Present)

Direct daily business operations for a retail outlet, managing key supplier networks and end‑to‑end procurement workflows.
Administer daily financial reconciliations, execute cash flow analysis, and maintain highly accurate operational records.
Monitor and track inventory levels, driving reduction in stock discrepancies and minimizing shrinkage.
Resolve customer disputes to maintain a retention rate across a loyal local client base.

Personal Development Leave at Health and Wellness Sabbatical (2021-01 – 2021-12)

Utilised dedicated time for strategic personal growth, mental resilience, and technical skill refinement.
Developed advanced emotional intelligence frameworks and stress-management techniques to serve as core leadership assets.

Service Specialist at MMI HOLDINGS - MOMENTUM (Investo Department) (2018-11 – 2020-11)

Managed end-to-end client inquiries regarding complex investment policies, critical withdrawals, and contract amendments for a high-volume portfolio.
Liaised between financial advisors and internal corporate departments to guarantee 100% compliance with strict Service Level Agreements (SLAs).
Rectified complex policy discrepancies, significantly accelerating transaction times and strengthening advisor trust.

Service Consultant at CAPITEC BANK (2014-03 – 2016-11)

Facilitated daily retail banking operations, including secure account opening, credit/loan origination, and transactional troubleshooting.
Surpassed branch sales and service targets through proactive client engagement and needs-based cross-selling.
Enforced absolute compliance with banking regulations, Consumer Protection standards, and internal Service Excellence benchmarks.

EDD Officer (Contract) at STANDARD BANK (GOSS Department) (2013-10 – 2013-12)

Conducted Enhanced Due Diligence (EDD) investigations on high-risk customer profiles to mitigate organizational risk.
Analysed customer data against public records and internal databases to verify compliance with Group Minimum Standards.

Account Maintenance Consultant at STANDARD BANK (GOSS Department) (2012-10 – 2013-09)

Compliance & Verification: Audited inbound branch documentation for regulatory compliance and completeness, ensuring alignment with Standard Bank's internal risk governance frameworks.
System Logging & Tracking: Authenticated and logged document receipts on the CRM system, systematically ticking off and updating electronic records to maintain real-time tracking.
Process Innovation: Designed and implemented a custom Excel tracking matrix to monitor, verify, and log critical documentation received from the branch network.
Backlog Resolution: Spearheaded a targeted data cleanup initiative, successfully eliminating a high-volume operational backlog to restore system data integrity and improve turnaround times.
Information Governance: Managed the end-to-end archiving lifecycle by preparing verified files for secure deep storage and executing swift document retrieval processes upon business request.
Stakeholder Collaboration: Acted as a central point of contact for branch-level staff, streamlining communication and resolving documentation discrepancies swiftly.