Mandy Fox Email & Phone Number

Auckland, New Zealand

Pie Funds Management went through a restructure in April and the Team Leader role was de-established. I was offered and re-deployed in the role of a Senior Investor Support Specialist, a role that I was previously in for about 2 years. In my current role, I also support and assist with various ad-hoc projects, which include contacting clients to gather feedback on distributed Client Surveys, managing all calls received through our Book-a-Call service for Kiwisaver members, and following up… Show more Pie Funds Management went through a restructure in April and the Team Leader role was de-established. I was offered and re-deployed in the role of a Senior Investor Support Specialist, a role that I was previously in for about 2 years. In my current role, I also support and assist with various ad-hoc projects, which include contacting clients to gather feedback on distributed Client Surveys, managing all calls received through our Book-a-Call service for Kiwisaver members, and following up with clients who require a callback to address their inquiries and provide assistance. Show less

Auckland, New Zealand

I have moved into a pivotal role as the Investor Support Team Leader , and being the gate-keeper for all our Client Services processes, ensuring all client's experience with Pie Funds and Juno is always professional, helpful, and most importantly accurate with attention to detail. I am accountable for all key administrative and operational tasks in relation to management of new and our existing client relationships and that they are completed by our Investor Support Specialists who provide… Show more I have moved into a pivotal role as the Investor Support Team Leader , and being the gate-keeper for all our Client Services processes, ensuring all client's experience with Pie Funds and Juno is always professional, helpful, and most importantly accurate with attention to detail. I am accountable for all key administrative and operational tasks in relation to management of new and our existing client relationships and that they are completed by our Investor Support Specialists who provide support to Wealth , Pie and our Juno products.Ability to train and support Investor Support Specialists to be able to complete their work with competency and accuracyGood use of our CRM tool, being Salesforce, so that I can easily track customer transactions and activity in one place for any prospects or our existing client base. Currently, also making use of Consillium platform to lend support to our Wealth Advisors.Ability to report across Client Services on trends and gaps to improve overall efficiency and reduce risk for the businessEnsure a smooth passage of client communications covering their accounts, general and investment queries received direct through all our communication channels.Ensure up front and ongoing training with all team members is to an appropriate level to complete all tasks assigned and delegated to the team.Creating and extracting reports where appropriate to provide up to date data of clients change in behavior Show less

Auckland, New Zealand

I play an important role in ensuring our client's experience with Pie Funds is always personable, professional, helpful and accurate.Dutifully complying with all legislative and regulatory requirements, including AML and FMC Act Executing key administrative and operational tasks in relation to the management of new and existing client relationships and provide support to our team of relationship managers.Managing and maintaining transactional spreadsheets and databases with the utmost… Show more I play an important role in ensuring our client's experience with Pie Funds is always personable, professional, helpful and accurate.Dutifully complying with all legislative and regulatory requirements, including AML and FMC Act Executing key administrative and operational tasks in relation to the management of new and existing client relationships and provide support to our team of relationship managers.Managing and maintaining transactional spreadsheets and databases with the utmost accuracyUtilize and maintain various core systems ( client portal, Nexus, TIMG, Sales Force and Campaign Monitor) with a focus on data integrity and accuracy.Assist with organizing and assisting with client events.Weekly frontline reporting with the utmost accuracy.Being the face for clients and visitors coming into our Takapuna office. Show less

Auckland, New Zealand

Acting as a Claims & Data Assistant for Commercial Insurance products- eg. Domestic Builders Insurance, where my key tasks were :Register policy/bond numbers against new claim numbersCalculate, prepare, process and pay large indemnity claim and legal fees for Foreign claims Eg Italy, Norway, UK, French division, using Navision software.Update monthly claim reports; Extraction of weekly and monthly management reports, including commission calculations for Builders Warranty… Show more Acting as a Claims & Data Assistant for Commercial Insurance products- eg. Domestic Builders Insurance, where my key tasks were :Register policy/bond numbers against new claim numbersCalculate, prepare, process and pay large indemnity claim and legal fees for Foreign claims Eg Italy, Norway, UK, French division, using Navision software.Update monthly claim reports; Extraction of weekly and monthly management reports, including commission calculations for Builders Warranty products..Using the online platform of Shopify for Commercial Insurance products – eg. Domestic Building Insurance, doing amendments to Certs of Insurance, resetting user passwords, practitioner licence renewals, increasing building limits etcExtraction of weekly and monthly management reports, including commission calculations; check monthly invoicing against my reports and send to our Finance TeamPost-liquidation- assessment and review of Deposit power bond claim refunds/rebates and once claims are accepted and agreed-preparation of letters for acknowledgement of Creditor’s Claims letters to clients and attorneys; Cr claim checklist, Claims progress checklist & cover sheet to prepare closure of claim files for Deposit power bond claims, home builders guarantee; managed and finalised the Premium Refunds project relating to public liability claims; managed the transfer of Homefirst Builder’s guarantee eg. all enquiries via telephone and helpline. Also assisted the Finance Team in loading and posting of claims and processing approved payments.Register purchase orders on a monthly or ad hoc basis when required. Show less

Auckland, New Zealand

A very short time here answering inbound calls -assisting clients with queries relating to their policies; Outbound calls for arrears policies; Did existing business changes example cancellations; premium increases; existing business quotes; sent confirmation letters to clients

Cape Town Area, South Africa

Old Mutual Client Services -Central Testing Unit( I was seconded for the period January to end of March and I was successfully appointed in this role from 1st April.I am accountable for systems testing on newly developed systems. Creating, maintaining and setting up of test cases. I participate in end- to- end, manual and User acceptance testing. My role entails communicating with multiple vendors. Create, prepare and maintain test cases and plans . Defect Logging, tracking and… Show more Old Mutual Client Services -Central Testing Unit( I was seconded for the period January to end of March and I was successfully appointed in this role from 1st April.I am accountable for systems testing on newly developed systems. Creating, maintaining and setting up of test cases. I participate in end- to- end, manual and User acceptance testing. My role entails communicating with multiple vendors. Create, prepare and maintain test cases and plans . Defect Logging, tracking and management thereof. Status Reporting and progress reports given to my immediate Test Manager. Regression Testing / Non-impact done. I am able to provide an analysis and extraction of requirements from Business Requirements & Design Specifications. Techniques I've applied are Boundary Value Analysis ( BVA) and Equivalence Partitioning (EP) I am asked to conduct and participate in business implementation slots and achieve successful outcomes thereof. Multi-tasking by testing on more than 1 project at a time. Show less

I was seconded in the role of a process analyst and working in the Servicing Team.Responsible for the Process Mapping of Servicing processes by using the Bizargi Process Modeler software application.Responsible to provide presentations of mapping service processes.Exposure to the Testing environment to create successful servicing outcomes

Cape Town Area, South Africa

(During this period, I was seconded in the role of a process analyst and working in the Servicing Team for the period July 2014- December 2014 )Pro-actively and successfully maintain and build relationships with key Brokers & internal departments by email, phone and/or face-to-face ; Taking in-bound calls and informing key Brokers of relevant changes in terms of products, legislative and/or other requirements.Gathering of required information in order to resolve client servicing… Show more (During this period, I was seconded in the role of a process analyst and working in the Servicing Team for the period July 2014- December 2014 )Pro-actively and successfully maintain and build relationships with key Brokers & internal departments by email, phone and/or face-to-face ; Taking in-bound calls and informing key Brokers of relevant changes in terms of products, legislative and/or other requirements.Gathering of required information in order to resolve client servicing problems, issues or queries.Effectively managing my Broker’s work end-to-end ( from new business stage to servicing stage)Doing root cause analysis on errors or complaints and giving feedback to the relevant internal departmentsArranging training sessions with our Processing/back office and documented my learnings and processes and have shared this with colleagues.Receiving or eliciting feedback from key Brokers on service satisfaction.Stand in Client Relationship Manager for Floor Support for the Call Centre.Coach and mentor for colleagues in my Team.Call-outs to clients to do follow-up on service ratings.Stand-in Manager at times for my immediate Manager. Continually challenge and champion new and improved levels of servicing including suggestions on the improvement of internal processes and systems, monitoring variances in service levels.Staying abreast of changes, developments in the investment environment, and continually developing knowledge of relevant products, systems and processes Show less

Cape Town Area, South Africa

I coached and developed staff. Provided input to process and system enhancement, especially in support of product, process or quality issues.I was responsible for monthly quality assessments and on-the-job coaching giving feedback to consultants and Team Leaders.I was also part of the interview process to choose telephony consultants for the Call Centre. This entailed sitting in on interviews, asking questions and providing feedback on the consultants that were interviewed at the end… Show more I coached and developed staff. Provided input to process and system enhancement, especially in support of product, process or quality issues.I was responsible for monthly quality assessments and on-the-job coaching giving feedback to consultants and Team Leaders.I was also part of the interview process to choose telephony consultants for the Call Centre. This entailed sitting in on interviews, asking questions and providing feedback on the consultants that were interviewed at the end of the interview. Handled escalated calls from clients/customers, and provided feedback to relevant parties. Show less

Ba Honours Degree, Higher Education/Higher Education Administration

Activities and Societies: I keep fit by doing road running and have belonged to a running club, Edgemead Runners for the past 5 years.

Istqb Foundation Certificate In Software Testing

Practical Software Testing Certificate