Business Development Coordinator

• Jan 2022 - Present

Sales Support Representative

• Sep 2018 - Jan 2022

Branch Manager | Sales | Long-Term Insurance

• Aug 2017 - Aug 2018

• Lead and motivate the branch consultants • Coach, develop and motivate staff to ensure they deliver the required customer experience, quality of service and personal targets. • Ensure a consistent, detailed understanding amongst all team members of the targets, products, business rules and conditions. • Manage all costs, resource capacity planning and utilization to support the achievement of sales targets, volumes, operational budgets and plans. • Identify and drive opportunities to improve and expand product and service offerings. • Actively manage and report on the achievement of targets as well as industry performance and trends. • Lead the measurement, assessment and reporting on the performance of teams against targets and industry norms. • Effectively manage staff to ensure they deliver the required customer experience to maximize their potential and the profitability of the Affinity business. • Translate strategy into relevant service standards and processes, setting, communicating and measuring the corresponding operational measures and targets. • Collate, monitor and resolve customer queries and complaints when necessary. • Optimize customer service and relations to ensure customer attraction and retention • Actively implement and monitor service practices to determine the status of customer service and relations • Proactively identify and implement changes required in customer service and relations • Develop customer solutions (process, product, systems) to address changing service requirements, implement customer centric strategies and ensure customer satisfaction • Manage effective SLA’s with internal and external stakeholders. • Provide professional services; where expectations are managed. • Drive continuous improvement to ensure optimization and best practice • Implement optimized people practices in line with organizational guidelines, policies, culture and values Show less

Fraud Analyst

• Jul 2016 - Nov 2016

Detection and Analysis Restrict transactional fraud losses in terms of agreed targets. Customer service to customers and business units. Meet deadlines on key deliverables. Identify and escalate adverse trends affecting the bank. Provide meaningful MIS, stats and input into the monthly report to Team leader. Assist the Team leader in analysing fraud detection systems and procedures with a view to implementing additional controls to reduce transactional fraud losses. Use operational levels and limits of authority to secure funds in Credits Outstanding in a responsible manner and in compliance with the written policies, rules, routine instructions Show less

Junior Business Analyst

• Sep 2014 - Mar 2015

Identify process improvements (Cost Savings or efficiency improvements).Required stakeholder sign off for new business procedures and interact and maintain good relationships with business stakeholders (business users, change management resources, developers, testing and training teams.Communicating with various business stakeholders, obtaining their sign - off on projects.Escalate issues to stakeholders ensuring that delivery timelines are not compromised by identifying breakdowns in the system or process which impacts the business.Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data Show less

Quality Assurance Team Lead

• Dec 2013 - Aug 2014

Manage flow day-to-day operationsManaged Information Systems - ReportingEnsured Service Level Agreement of 95% - Administrative environment (FICA)Ensured end-to-end processes are mapped and updatedTraining and CoachingPerformance ManagementQueries and Complaints Resolution

Branch Administrator

• Aug 2011 - Nov 2013

Customer Service - Queries, Enquiries and Complaints ResolutionsPersonal Banker - handeling and resolving of all relevent client requests and amendmentsManagement Information SystemsOutstanding Transaction ProcessingReports Auditing

Card Administrator

• Jul 2010 - Aug 2011

Cheque and Debit Card Tracking and DeliveryCheque and Debit Card Activations and CancellationsCheque Card OrderingQueries and Complaints ResolutionsManaged Information SystemsInternal and External Customer ServiceOutbound Call Centre (Customer Retentions)

Debit Order Switching Team Lead

• Jan 2010 - Jun 2010

Managed flow of day-to-day operationsManaged Information SystemsQueries and Complaints ManagementTraining and CoachingPerformance ManagementQuality Assurance

Debit Order Switching Administrator

• Feb 2007 - Jan 2010

Debit Order Switching AdministratorSwitching of debit orders as per client requestsCustomer Service (Liaised with both client and service providers in the switching process)Data CapturingInbound and Outbound Call Centre environmentQuery and Complaints Resolutions

Tele-sales Agent

• Aug 2005 - Jan 2007

Credit card and short-term insurance tele-sales. (Outbound and Inbound Call Centre) Customer service (Credit Card applications) Credit card and short-term insurance tele-sales. (Outbound and Inbound Call Centre) Customer service (Credit Card applications)

Marketer

• Nov 2004 - Apr 2005

Retail product promotions Direct selling Data capturing Retail product promotions Direct selling Data capturing