Karabo Mashiyane

Karabo Mashiyane ■ Soweto, Johannesburg, South Africa | ■- | ✉■-■ linkedin.com/in/karabo-mashiyane Professional Summary Customer service and financial services professional with over 10 years’ experience in banking, insurance, and BPO environments. Skilled in client engagement, renewals, customer retention, and problem resolution. Adept at delivering high-quality service in fast-paced environments, with a strong technical background and proven ability to build positive client relationships. Recognized for adaptability, strong communication, and achieving service-level targets. Core Skills • Customer Service & Client Retention • Call Centre Operations (Inbound & Outbound) • Financial Services & Product Knowledge • Negotiation & Conflict Resolution • SLA Management & Compliance • Analytical & Problem-Solving Skills • Interpersonal & Communication Skills • Technical Proficiency (Desktop Systems, Troubleshooting) Professional Experience Capitec Bank – Johannesburg, South Africa Customer Service Consultant | Oct 2023 – Present • Provide personalized banking solutions using Capitec’s Global One product. • Assist clients with financial services, ensuring seamless client experience. • Build long-term relationships while driving customer satisfaction and retention. OUTsurance – Centurion, South Africa Renewals Advisor | Feb 2021 – Sep 2023 • Handled inbound customer queries on policy renewals, claims, and payments. • Consistently achieved renewal retention targets by negotiating competitive terms. • Supported clients in financial difficulty while maintaining compliance standards. iContact BPO – Johannesburg, South Africa Customer Experience Consultant | Sep 2019 – Jul 2020 • Resolved customer queries via chat and email for US-based clients. • Managed order tracking, subscription changes, and escalations. Nedbank – Johannesburg, South Africa Video Banking Agent | Jul 2014 – May 2018 • Delivered multi-channel banking support (video, voice, and chat). • Provided financial advice and cross-sold products to strengthen client relationships. • Ensured compliance with banking policies and regulatory requirements. Other Roles (2010 – 2014) • Call Centre Agent – Contour Technology | Cell C | British Gas South Africa • Service Fulfilment Officer – Standard Bank • Social Agent – Kaizania IT Services Education • Diploma in Internet Engineering (Incomplete) – Rosebank College,- • Certificate in Call Centre & Computer – Cornerstone HR, 2006 • Matric – Germiston High School, 2005 Languages • English | • Southern Sotho | • Zulu References • Mbali Mfhuphi – Assistant Branch Manager, Capitec Bank |- • Caleb Mngomezulu – Team Leader, Hastings Direct |-|- • Nobulali Danisa – Manager, iContact |- • Sibusisiwe Mbambo – Team Leader, Nedbank |- /-