Hileni Metaramo
Osona Village
Summary
Dynamic Client Service Assistant at Capricorn Private Wealth with a proven track record in client engagement and account management. Expert in data analysis and customer retention strategies, successfully enhancing client satisfaction and driving sales growth. Adept at cross-selling bank products, ensuring compliance, and fostering strong relationships to achieve business objectives. Efficient Client Service Assistant known for productivity and completing tasks with speed and accuracy. Skilled in client communication, problem-solving, and time management which enable delivery of outstanding service to clients. Excel at listening and empathy, crucial for understanding client needs and providing tailored services. Committed to maintaining up-to-date knowledge of industry trends to anticipate and address client queries proactively.
Overview
13
13
years of professional experience
Work History
Client Service Assistant
Capricorn Private Wealth
07.2024 - Current
- Customer Support: Greet clients warmly and assist with inquiries regarding bank products and services, ensuring a positive experience.
- Account Management: Help clients with account opening, maintenance, and closures, ensuring all necessary documentation is completed accurately.
- Transaction Processing: Process customer transactions, including deposits, withdrawals, and payments, while adhering to bank policies and procedures.
- Problem Resolution: Address and resolve client concerns or issues promptly, escalating to management when necessary.
- Information Dissemination: Provide clients with information about bank products, services, and promotions, effectively communicating benefits and features.
- Administrative Support: Assist in the preparation of reports, maintain client records, and ensure compliance with regulatory requirements.
- Collaboration: Work closely with other team members to ensure smooth branch operations and enhance client satisfaction.
- Training and Development: Stay updated on new banking products and services, participating in training sessions as required.
Sales Advisor
Bank Windhoek
02.2017 - 06.2024
- Customer Engagement: Greet customers warmly and assess their financial needs to recommend appropriate products and services.
- Product Knowledge: Maintain in-depth knowledge of the bank’s products and services, including savings accounts, loans, credit cards, and investment options.
- Sales Targets: Achieve individual and branch sales targets by actively promoting and cross-selling bank products to new and existing customers.
- Financial Consultations: Conduct consultations with clients to understand their financial goals and provide tailored advice on suitable products and services.
- Customer Service: Address customer inquiries and resolve issues promptly, ensuring a positive banking experience.
- Compliance: Adhere to all bank policies, procedures, and regulatory requirements to ensure compliance and mitigate risks.
- Market Awareness: Stay informed about market trends, competitor offerings, and customer feedback to enhance sales strategies.
- Collaboration: Work closely with other departments, such as operations and compliance, to ensure seamless service delivery.
Project Coordinator / Consultant for Safeguard Young People Programme Baseline Study
UNFPA Expo Advertising and Marketing
02.2016 - 06.2016
- Survey Design: Develop a robust survey framework, including objectives, key questions, and methodologies that align with our safeguarding goals.
- Stakeholder Engagement: Collaborate with various stakeholders, including staff, beneficiaries, and community partners, to ensure the survey captures diverse perspectives.
- Data Collection: Oversee the implementation of the survey, ensuring a high response rate and addressing any logistical challenges that arise.
- Data Analysis: Analyze survey results using appropriate statistical methods, drawing meaningful conclusions and insights regarding safeguarding practices.
- Reporting: Prepare a comprehensive report summarizing findings, insights, and recommendations based on survey data for internal and external stakeholders.
- Follow-Up Actions: Facilitate discussions with leadership and teams to develop action plans based on survey findings to enhance safeguarding practices.
- Continuous Improvement: Recommend improvements to the safeguarding framework based on survey feedback and industry best practices.
Marketing Practitioner
Namibian Institute of Public Administration and Management
04.2015 - 08.2015
- Marketing Strategy Development: Assist in the creation and implementation of comprehensive marketing plans that align with the university’s goals and objectives.
- Content Creation: Develop compelling content for various platforms, including websites, social media, email newsletters, and promotional materials.
- Digital Marketing: Manage digital marketing campaigns, including social media, SEO, and online advertising, to reach prospective students and increase engagement.
- Event Promotion: Support the planning and promotion of university events, open houses, and recruitment activities to maximize attendance and engagement.
- Market Research: Conduct research and analysis to understand market trends, audience needs, and competitive positioning, using insights to inform marketing strategies.
- Collaboration: Work closely with faculty, departments, and student organizations to create and promote marketing initiatives that support academic programs and student life.
- Performance Monitoring: Track and analyze the effectiveness of marketing campaigns, using data to make informed decisions and adjustments for future efforts.
- Brand Management: Ensure consistent branding and messaging across all university communications and marketing materials.
Brand Officer
Expo Advertising and Marketing
01.2012 - 12.2014
- Brand Strategy Development: Create and implement comprehensive brand strategies that align with overall business objectives and market trends.
- Market Research: Conduct thorough market analysis to understand consumer needs, preferences, and competitive landscape; use insights to inform brand positioning and strategies.
- Product Development: Collaborate with product development teams to innovate and enhance product offerings, ensuring alignment with brand identity and consumer expectations.
- Marketing Campaigns: Plan and execute integrated marketing campaigns (digital, print, in-store) to promote products and engage target audiences.
- Budget Management: Oversee the brand budget, ensuring effective allocation of resources and maximizing return on investment (ROI).
- Performance Tracking: Monitor brand performance metrics, analyze sales data, and adjust strategies as necessary to achieve business goals.
- Cross-Functional Collaboration: Work closely with sales, supply chain, and customer service teams to ensure brand consistency and effective product delivery.
- Stakeholder Engagement: Build and maintain strong relationships with key stakeholders, including retailers, suppliers, and advertising agencies.
Education
Masters - Management
Stadio Namibia
Windhoek12.2022
Honours - Business Administration
Southern Business School
12.2020
Bachelor Degree - Marketing
Polytechnic of Namibia
12.2010
Public Relations Course -
University of Cape Town
Skills
- Customer service
- Client support
- Account management
- Data analysis
- Product knowledge
- Market awareness
- Sales strategies
- Client engagement
- Customer retention strategies
- Cross-selling techniques
- Client needs assessment
- Sales support
- Client profile building
References
- Farida Nel, Business Banker, Bank Windhoek, NelFa@bankwindhoek.com.na, 264 61 299 0335, 264 81 364 6620
- Elizma Swanepoel, Country Manager, Expo Namibia, elizma@ampedactivate.co.za, +27 79 4777016
- Katoole Ipinge, Business Development Manager, Namibian Institute of Public Administration and Management, JIpinge@diamondtraining.com.na, 264 81 1261628
Language Capabilities
- Afrikaans
- English
- Otjiherero
Personal Information
- ID Number: 87031800439
- Age: 38
- Date of Birth: 03/18/87
- Nationality: Namibian
- Marital Status: Married
Languages
English
First Language
English
Upper Intermediate (B2)
B2
Otjiherero
Proficient (C2)
C2
Afrikaans
Upper Intermediate (B2)
B2
Timeline
Client Service Assistant
Capricorn Private Wealth
07.2024 - Current
Sales Advisor
Bank Windhoek
02.2017 - 06.2024
Project Coordinator / Consultant for Safeguard Young People Programme Baseline Study
UNFPA Expo Advertising and Marketing
02.2016 - 06.2016
Marketing Practitioner
Namibian Institute of Public Administration and Management
04.2015 - 08.2015
Brand Officer
Expo Advertising and Marketing
01.2012 - 12.2014
Masters - Management
Stadio Namibia
Honours - Business Administration
Southern Business School
Bachelor Degree - Marketing
Polytechnic of Namibia
Public Relations Course -
University of Cape Town
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