Art Painting
Cheryl Anne Van Der Walt
Leadership/Management
Kempton Park
Summary
Objective: Complete MBA with MANCOSA
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Customer-oriented General Manager with 46 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
31
31
years of professional experience
16
16
Certifications
4
4
Languages
Work History
General Manager
Emirates Medical Center
Muscat, Oman
12.2007 - 07.2010
- Company Overview: General Manager position overseeing operations, HR, marketing, and customer service
- Increased the bottom line by 69% within the first financial year
- Received a promotion to General Manager
- Taking responsibility for all functions as the Operations Manager, however now had HR Manager, Marketing & Customer Service Managers to assist
- Three more Dr’s and five additional Operations staff joined the team
Operations Manager
Emirates Medical Center
Muscat
02.2006 - 12.2007
- Company Overview: Operations Manager responsible for managing various clinics
- Responsible for managing the entire Operation, which includes Dermatology Clinic, Dental Clinic, Psychiatry Clinic, Gynecology Clinic, Cosmetic Surgery Clinic
- Responsibilities include the Strategic positioning of EMC, Financial & Operational Planning, Marketing, Customer Service, including personally taking care of the staff training for customer service, HR functions and the general day to day running of the Center
- Managed 50 human resources as subordinates, including 2 Managers and 9 Doctors/Surgeons
- Operations Manager responsible for managing various clinics
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
National Manager: Delivery Strategy
Amalgamated Banking South Africa (Absa)
Johannesburg
06.2002 - 02.2004
- Company Overview: A major banking institution in South Africa
- Formulated and ensured implementation and co-ordination of a strategy to optimize the Absa delivery channel network
- Focused on a Customer Retention strategy, Retail Agent Strategy, Channel Strategy and Direct Delivery Strategy
- Implemented and managed service level agreements and contracted management of sales targets across all delivery channels
- Operated within budgetary constraints, participated in development of annual budget forecasts and reconciled operating budget.
- Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
- Provided analytical rationale to identify, develop and implement activities within allocated account base.
Head Unibank Direct
Unifer
Randburg
02.2001 - 05.2002
- Company Overview: A micro lending company
- Was seconded by Absa to assist with a turn-around project to recover approximately R2 Billion bad debt.
- Responsible for the re-structuring of Customer Services Departments as well as the Call Centre Operations
- Managed to decrease the operating expenditure by 60%, increasing the customer service levels from 34% to 87%
- Processes were re-engineered and mapped, and staff received intensive training
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Head: Communication & Marketing
ABSA Direct
Johannesburg
02.1997 - 01.2001
- Company Overview: A division of Absa Group focused on direct banking services
- Started at ABSA Direct’s first Call Centre as a supervisor
- Responsible for the UAT of the system for the Telephone Banking Service
- Managed the Operations Department, including Finance, Risk Management, Office Administration and Telephone Banking Client Service Department
- Received an Absa Executive Management Award for the successful setup of a 2nd Call Centre (Top 10 of 39 000 employees)
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
Financial Advisor
ABSA Group
Windhoek
03.1979 - 12.1996
- Company Overview: A major banking institution in South Africa
- Liaison with clients & negotiating Investment packages
- Responsible for the implementation of the 'Client Services Division' in all the branches of the bank
- Managed a portfolio of 500 individual accounts and approximately 20 business accounts
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Identified opportunities for business growth by networking, attending industry events, and generating referrals from satisfied clients.
- Analyzed clients'' risk tolerance levels, developing customized investment portfolios that aligned with their personal objectives.
Education
Matric - A-Levels with 2 distinctions
Edenvale High School
National Diploma - Trainer as well as Training Trainers
National SAQA Diploma - Training Assessors
Diploma - Beauty
MediSlim CC Beauty & Slimming Clinic
Oman, Middle East 04.2001 -
Some College (No Degree) - Various And Diverse
Absa In-house Training
Johannesburg, South Africa 03.2025 - 12.1984
Skills
Process Optimization
Customer Engagement Strategies
Effective Team Leadership
Project management 1 & 2
Project Execution
Certification
Activating Management
Affiliations
- CCNG (Call Centre Network Group of S.A.)
- Institute of Bankers South Africa
Personal Information
- Nationality: South African
- Marital Status: Married
Awards
- ABSA Direct Quality Award, 1999
- Absa Direct Management Award, 2000
- ABSA Executive Management Quality Award, 1999 (Top 10 of 39 000 employees)
- Exceptional effort Awards, 6, 1998-2002
Bank Courses
- Fundamentals of Bank Management
- Introduction to Credit
- Analysis of Companies
- Credit Modules
- Integrating Group Strategy
- Time Management & Personal Efficiency
- Client Services Internal
- Client Services External
- Hewlett Packard 12C
- Investment Modules
- Securities
- Selling Skills
- Savings and Cheque Administration
- Facilitating Abilities
- Leaders to Leaders
Accomplishments
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
- Unifer: Managed to decrease the operating expenditure by 60%, increasing the customer service levels from 34% to 87%. The following were also achievements during the turnaround period:
§ Processes were re-engineered and mapped
§ Staff received intensive training
§ New Policies and Procedures were documented and implemented
§ A new culture, with customer centricity as the core, were introduced
§ The Bosch Call Centre Switch were upgraded
§ The PABX were upgraded
§ The Operation was migrated to the Absa Group, etc.
Absa Direct Management Award (2000)
ABSA Executive Management Quality Award (1999) (Top 10 of 39 000 employees)
Exceptional effort Awards x 6 (1998-2002)
Interests
Mentorship to a number of individuals
Timeline
Some College (No Degree) - Various And Diverse
Absa In-house Training
03.2025 - 12.1984
General Manager
Emirates Medical Center
12.2007 - 07.2010
Operations Manager
Emirates Medical Center
02.2006 - 12.2007
National Manager: Delivery Strategy
Amalgamated Banking South Africa (Absa)
06.2002 - 02.2004
Diploma - Beauty
MediSlim CC Beauty & Slimming Clinic
04.2001 -
Head Unibank Direct
Unifer
02.2001 - 05.2002
Head: Communication & Marketing
ABSA Direct
02.1997 - 01.2001
Financial Advisor
ABSA Group
03.1979 - 12.1996
National Diploma - Trainer as well as Training Trainers
National SAQA Diploma - Training Assessors
Matric - A-Levels with 2 distinctions
Edenvale High School
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