SIBUSISO LETHUKUTHULA MATSEBULA-|-
Fairview North Plot 937
PROFESSIONAL SUMMARY
Results‐driven Customer Experience Specialist with 10+ years in the financial services industry.
Proven expertise in developing customer service strategies, stakeholder management, digital
marketing, and change management. Adept at enhancing customer engagement and streamlining
processes to improve overall customer experience.
PROFESSIONAL EXPERIENCE
Swaziland Building Society, Eswatini
Customer Service Consultant | Oct 2021 –
Present
Enquiries Clerk / Teller / ATM Custodian |
Oct 2013 – Sept 2021
Developed and implemented branch
customer service procedures,
boosting customer satisfaction and
loyalty.
Collaborated with cross‐functional
teams to support change initiatives
and digital marketing efforts.
Conducted staff training sessions to
upskill employees on modern
customer service trends.
Supported process improvements and
effective stakeholder
communications.
Managed daily customer enquiries,
ensuring prompt issue resolution and
a positive customer experience.
Cross‐sold financial products,
contributing to revenue growth and
stronger client relationships.
Processed transactions accurately
and maintained compliance with
AML policies.
Assisted with digital content creation
to enhance brand visibility.
EDUCATION
MANCOSA
Bachelor of Commerce in Information and Technology Management | Jan 2021 – Dec 2024
ACCA
Diploma in Accounting and Business | Jan 2012 – Aug 2013
PROFESSIONAL DEVELOPMENT
Customer Service Excellence Short Course – University of Pretoria
Change Agent & Train the Trainer Program – BCX Consulting, South Africa
KEY SKILLS
Customer Experience Strategy • Stakeholder Management • Digital Marketing • Change
Management • Project Management • Customer Service Training • Process Improvement •
Public Speaking • Analytical Problem Solving • AML Compliance
REFERENCES
Celumusa Phakathi
Head Coverage And
Consumer Clients,
Standard Bank Limited-
Eric Gamedze
Branch Manager,
Swaziland Building
Society-
Josephine Mthembu
Assistant Branch Manager
Swaziland Building
Society Sikhulile-
