- Creating a platform for regular communication with the client and ensuring that concise feedback is provided to reduce customer frustration. - Leading a team of 13 consultants and ensuring they can independently provide superior customer service. The first point of contact resolution has increased from 70% to 90% within 2 years.- Ensuring resolution of escalated client queries through root cause analysis and collaborating with internal stakeholders to automate and use AI and robotics in processing financial transactions. - Identifying inefficiencies in processes to implement solutions that eliminate waste and automating certain functions to reduce errors resulting from manual intervention. - Facilitating weekly and monthly stakeholder sessions to actively manage the relationship with clients.- Design thinking to bridge the gap between business requirements and system design to ensure improvements deliver efficiency and an improved client experience- Achieving monthly performance targets and ensuring improvements in the process by driving down errors and improving the speed of service.

- Reviewed processes within Absa’s Credit Card Division to develop solutions that reduced process variation and improved performance. - Ensured that the voice of the customer was present in all initiatives carried out by the project teams and that the improvements simplified the colleague's ability to serve customers. - Partnered with the Merchant business to optimise the Merchant Application Process by reducing the processing screens from 60+ to 24, thus enabling faster delivery of activated devices to new clients.- Designed a client-centric experience for customers in the Collections department by changing the call scripts, which enabled the consultants to provide better customer service. - Monitored social media interactions (Absa mentions) to identify and resolve customer complaints and improve the customer experience. - Benchmarked credit card products from competitor banks to understand the customer journey and improve internal processes to exceed or align with industry standards. - Managed relationships with stakeholders in multiple operational areas and kept them updated on the developments of process improvement projects.

- Successfully maintained relationships with retailers in one of the largest areas (Midrand to Pretoria North), covering around 32 sites with an average throughput of 6 million litres of petrol. - Increased the number of sites that provided non-fuel-related features from a baseline of 14 to 23 sites within 2 years and ensured that the in-store offerings were aligned with the needs of the customers in each area. - Boosted the volume throughput in the area by balancing highway versus non-highway sites and ensuring that there was volume available. This increased the average fill per site by R170 through additional non-fuel related expenditure. - Analysed monthly performance data to ensure efficiency in the sales operations through demand planning and coordinating fuel deliveries to ensure optimal fuel levels. - Increased the diversity by bringing on 5 African retailers through funding initiatives and provided training to help them understand the fuel business. - Conducted monthly Health and Safety Environmental (HSE) compliance tests on the sites and ensured that the retailers were purchasing the appropriate safety equipment.

- Built and maintained strong relationships with clients and suppliers to ensure that the MTN SA data centres, High Volume Repair Centers (HVRC) & stores (300+) around the country have sufficient and functional infrastructure connectivity. - Communicated with business teams & IT teams on the scope of projects through the different life cycles and performed forward planning stock requirements. This enabled the successful completion of multiple country-wide installation projects. - Managed the SAP workflow system for the organisation and handled all the financial and stock management modules for projects, e.g. quoting, invoicing, raising Purchase Orders and ensuring that suppliers were paid once the stock was received. - Managed the logistics with suppliers to ensure the timely delivery of materials on-site for the technician teams to complete the scheduled installations. - Reduced operational costs by subcontracting out of town job cards to local service providers. - Handled the company BEE strategy, from bringing in BEE consultants to assist with the BEE certification to aligning the company spend, assisting with supplier development and bursary funding, and absorbing candidates into the organisation in line with the new codes.

- Achieved consultant of the month for 3 consecutive months and exceeded the 2010 sales goals by 170%. - Grew the customer base year on year, resulting in an additional 78 clients for the firm. Earned a reputation for expert financial advice and superior customer service. - Provided financial solutions and maintained relationships with high net worth clients, including estate liquidity assessment planning, debt restructuring, and asset allocation portfolio reviews comparing proposed versus actual performance. - Provided financial solutions to medium-sized companies by implementing tax solutions and benefits packages. - Presented strategic alternatives for asset allocation for medium-sized companies based on regular market analysis. - Developed and implemented a user-friendly compliance process for recording client meetings.

Managed a portfolio of high net worth clients and prospected for additional client relationshipsExceeded sales goal by 140% resulting in annualized premiums of R1.9mInitiated client mailings to solicit feedback and maintain client satisfactionReceived Case King Award from senior management for consecutively closing over 15 deals in a 30 day time frameProspected and closed 2 groups funds totalling 420 members which resulted in additional revenue of R1.4mProvided ongoing financial advice to Corporate Investment Division walk in clientsResolved customer conflicts regarding market or service dissatisfaction which resulted in significant client retentionAchieved bronze status in Corporate Challenge 2009

Founded and developed Dlamini Arts and Trading from a start-up to R250 000 in annual sales revenue through effective business planning, creative sales techniques, and innovative marketingSourced, managed and controlled inventory while effectively managing overhead expenses to ensure continued profitability Maintained strong relationships with vendors and clients while supporting local community based craft projectsInterviewed, hired, trained managed a workforce of 5 individuals and eventually groomed them to function independently Effectively controlled the accounting books and managed operating cash flows to ensure all financial obligations were metAchieved successful market penetration through directed online campaigns resulting in stable operational profits year roundConsistently maintained a favorable profit margin and forged strong partnerships with bank loan officers and investors

Duties IT Desktop support, inbound call centre, logging calls, repairing computers, remote support, software testing, asset management, and software rollouts. Reference: Geetha King 011 772 5222 Reason for leaving: Returned to

Managed multi-site technology operations across the different EY office in Southern AfricaSoftware re-engineering from the UK head office to suit South African audit environmentCo-ordinated software roll outs for 4000 auditors with my team, within the project timelineDesigned and oversaw asset management process for computer lifetime managementManaged daily back-ups and restorations of the main server for the South Africa officesPROFESSIONAL Certificate in Estate Planning - Financial Services Board CERTIFICATION: Financial Advisory Intermediary Act - Certification received

IT Desktop support, inbound call centre, logging calls, repairing computers, remote support, software testing, asset management, and software rollouts.