TONDERAI MALVERN MUKWENA
HARARE,HA
Summary
Talented Merchant Services Manager successful in managing highly effective teams with a focus on digital service penetration and retention. Detail-oriented financial professional with 10 years of industry experience. Persuasive communicator with proactive approach to resolving account and customer service issues.
Overview
7
7
years of professional experience
Work History
Merchant Services Manager
Banc ABC
07.2021 - Current
- Maximized departmental revenue by optimizing daily operations.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Evaluated budget plans and current costs to project trends and recommend updates.
- Monitored more than 700 client relationships per Month.
- Monitored more than 20 client relationships per monthly.
- Produced sales by executing complete sales cycle process from prospecting through contract negotiations and close.
- Developed annual department business plan for maximum profitability and effectiveness.
- Worked with regulatory representatives to complete accurate filings and maintain compliance.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Planned and coordinated risk mitigation strategies to protect company assets.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Designed sales and service strategies to improve revenue and retention.
- Increased efficiency and drove department revenue by optimizing daily operations.
- Assessed employee performance and issued disciplinary notices.
- Coordinated special update and conversion projects and monitored key performance metrics.
Merchant Technical Officer
Banc ABC
12.2018 - 07.2021
- Reviewed and analyzed client financial data to plan proposals.
- Presented product and service details at various events to increase customer base
- Daily Report Analysis and Operational Cost reduction strategies
- Process Improvements, cost analysis and savings.
- Performance analysis and Business Development Planning
- Effective running and management of all the back-office functions
- Relationship management of merchants
- Streamlined communication efforts by measuring client satisfaction metrics.
- Achieved client loyalty through quality, productivity, service and proactive management.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Addressed inquiries from clients and relationship management department team members.
- Developed and enhanced client relationships by leveraging exceptional digital expertise.
- Supervised client portfolio of high net worth individuals, building rapport and relationships through consistent quality interactions.
Merchant Technical Officer
Stanbic Bank Samora Machel
01.2017 - 09.2018
- Improved decision-making by using current data on market conditions and individual financial situations.
- Receiving and allocating complex queries to technical staff in the field.
- Monitoring ICT service delivery in line with agreed departmental procedure.
- Providing regular feedback to users on submitted queries/requests.
- Communicating with ICT users at all levels.
- Maintaining departmental asset register on deployed point of sale machines.
- Participating in Disaster Recovery processes.
- Managing delivery by ICT Service Providers.
- Compiling regular performance progress reports for the department
- Preparing specifications and procurement of hardware and consumables.
- Updating critical elements, Security Policies, Best Practices and new applications on servers.
Education
Bachelor of Science - Management Information Systems
Midlands State University
Gweru01.2017
Skills
- Excels in team leadership
- Account analysis expertise
- Expert in risk management
- Investment guidance
- Employee training
- Client relationship management
- Reliable
- Customer and vendor relations
- Excellent communication skills
- Cost and budget analysis
- Financial analysis and planning
- Safety protocol
- Energetic
- Strong interpersonal skills
- Key performance indicators
- Multilingual in: Portuguese, English, Spanish
- Strategic planning
- People-oriented
- Dependable
- Multi-tasking ability
- Regulatory compliance
- Staff supervision
- Excellent work ethic
- Risk analysis
- Excellent time management skills
Timeline
Merchant Services Manager
Banc ABC
07.2021 - Current
Merchant Technical Officer
Banc ABC
12.2018 - 07.2021
Merchant Technical Officer
Stanbic Bank Samora Machel
01.2017 - 09.2018
Bachelor of Science - Management Information Systems
Midlands State University
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