Hi, I’m
ADELAIDE LEBOGANG LEFIFI
Eden Glen
Summary
With over 10 years of professional experience in the Finance industry, 8 of which were in a mid-senior level, I am a determined digital banking specialist and customer service representative. Some of my responsibilities included putting customer service at the forefront through offering exceptional service to internal and external customers, 2 years full remote working, driving the organisation's KPIs and expanding the digital footprint across the country. The successful planning and implementation of awareness and sales on-boarding activation events resulted in an increase in digital adoption within the Retail and Business space.
Overview
13
years of professional experience
10
years of post-secondary education
Work History
Absa Bank
Digital Activation Specialist
10.2013 - 04.2022
Job overview
- Cyber security training to branch and call centre colleagues
- Ensure target growth of active customer base on all digital banking channels
- Support allocated branches and other business units across the organisation to achieve stipulated targets
- Align and promote channel adoption with business strategic goals to increase revenue
- Proactively initiate branch, business units and regional training interventions to up-skill colleagues at customer touch points on feature launches, enhancements, and new product functionalities
- Report performance on daily; weekly and monthly basis to stakeholders and put measures in place to mitigate areas of concern
- Review and resolve all queries and complaints within required service level agreement
- Utilize both internal and external technical advances and a comprehensive knowledge of internal processes and products to innovate change
- Proactively develop and drive the necessary knowledge base and skills required to achieve successful delivery of digital awareness and adoption, driving an increase in the understanding and benefits of digital products and services
- Identify opportunities to maximize our digital offering and areas where we can lead within our industry and the digital market
- Achievements
- Grew digital customer base and usage in Gauteng and improved branches that were ranked least likely to perform
- Successfully implemented performance campaigns in the areas I was responsible for and grew the month on month growth and impact
- Attended an EXCO with the Head of Digital and other stakeholders
- Reason for leaving: Retrenchment
Absa Bank
Client Services Clerk
12.2009 - 09.2013
Job overview
- Interface between the bank and customers, established positive client relationships through efficient customer service assistance
- Resolving of queries within the given SLA
- Minimised complaints through proper needs analysis at first point of contact
- Adhered to all risk management protocols, ensuring customer information is amended accurately and complies with FICA(Financial Information Centre Act) requirements
- Ensured that fraud is detected when collections of Credit Cards and Cheque books e.g., verifying idenfication documents and third party checks
- Adhered to policies and procedures and completed Code of Banking, Know Your Client, Treating Customers Fairly, Anti-Bribery and Money Laundering trainings.
Merchandiser and Cashier PEP Store
08.2009 - 11.2009
Job overview
- Collaborating with suppliers, manufacturers and stores to ensure proper execution of plans and layout of store merchandise
- Balancing the cash register, making change, recording purchases, processing returns and scanning items for sale
- Goods receiving, dispatch of stock and stocktaking
- General administration to ensure a good housekeeping
Education
MF Treinamentos
Lean Six Sigma (White Belt)
06.2023 - 06.2023
MANCOSA
Digital Marketing Certificate
05.2023 - 05.2023
Milpark Business School
Bachelor of Commerce (NQF
05.2017 - 12.2021
Shaw Academy
Diploma from Digital Marketing
01.2016 - 04.2016
Milpark Business School
Certificate in Banking Services Advice(NQF 5)
Northview High School
National Certificate (NQF 4
01.2003 - 12.2007
Skills
PROFESSIONAL SKILLSundefined
Timeline
MF Treinamentos
Lean Six Sigma (White Belt)
06.2023 - 06.2023
MANCOSA
Digital Marketing Certificate
05.2023 - 05.2023
Milpark Business School
Bachelor of Commerce (NQF
05.2017 - 12.2021
Shaw Academy
Diploma from Digital Marketing
01.2016 - 04.2016
Digital Activation Specialist
Absa Bank
10.2013 - 04.2022
Client Services Clerk
Absa Bank
12.2009 - 09.2013
Merchandiser and Cashier PEP Store
08.2009 - 11.2009
Northview High School
National Certificate (NQF 4
01.2003 - 12.2007
Milpark Business School
Certificate in Banking Services Advice(NQF 5)
04.2010
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