Cindy CINDY

Work History

Client Service Manager (Contract)

Platinum Portfolios

7 2023 - 3 2024

Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Took ownership of customer issues and followed problems through to resolution.
Use of the MS Office suite to prepare client documentation and reports
Spearheaded process improvements that resulted in significant time savings for both staff and clients alike.
Optimized resource allocation by implementing workload management strategies, improving employee satisfaction and productivity levels.
Reduced turnaround times on client requests by streamlining work processes.
Conducting administrative tasks, including FICA updates on a monthly basis, client review questionnaires, processing client instructions (new business, withdrawals, additional contributions etc.), and managing interactions with financial institutions.
Designed training programs for new hires, expediting their integration into the team and enhancing their skill set.
Conducted training and mentored team members to promote productivity and commitment to friendly service.
Resolved problems, improved operations and provided exceptional service.

General Manager

Corporate Vetting Services

12.2019 - 06.2023

Planning and management of day-to-day operations to ensure effective and efficient work environment
Diary management (Outlook and MS Teams)
Collation and agenda finalisation including minute taking
Administrative and database management
Incoming correspondence and email management
Creating company policies and procedures as per legislative requirements
Management and oversight of employee performance
Training on the in-house IT system (DNA) and general office procedures
Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Managing company interactions with internal and external stakeholders
Trained, coached and mentored staff to support smooth adoption of the "DNA" in-house management software.
Report design in both MS Word and MS Excel
FICA compliance
Processing verifications for lost script indemnities/applications.
Formulated policies and procedures to streamline operations.
Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organisational growth.
Introduced new methods, practices, and systems to reduce turnaround time.
Increased overall company efficiency by streamlining operations
Established comprehensive employee training programs to develop skills and improve productivity
Proven ability to develop and implement creative solutions to complex problems.

Risk Underwriter

Asset FI

06.2019 - 05.2023

Analyse financial statements and prepare risk reports accordingly
Investigate specific sectors of the market and report accordingly
Responsible for Junior Underwriter.

Investment Administrator

Southern Cross Risk Management

03.2017 - 11.2019

Facilitated open lines of communication between clients and Financial Advisor to ensure all concerns were addressed promptly and effectively.
Effectively manage client queries and inform Financial Advisor as needed
Diary management
Assisted in the preparation of client presentations, providing clear and concise information on investment performance, market insights, and portfolio recommendations.
Preparation and maintenance of client documentation and proposals for review
Maintained CRM systems to track customer interactions, leading to more efficient follow-ups and enhanced customer experiences.
Handled various types of financial transactions:-
New business – local and global suppliers
Ad-hoc payments
Debit order updated
Fund switches
Portfolio rebalancing

In-depth compliance checking when undertaking new business or updates to investments
Proficient in preparing financial plans and conducting investment research
Contributed to a positive work environment through effective communication, collaboration, and professionalism in all interactions.
Evaluated transactions and reporting for adherence to applicable regulatory guidelines and data integrity.
Demonstrated strong attention to detail when reviewing portfolio holdings and transactions for accuracy, ensuring any discrepancies were resolved quickly and efficiently.
Assisted in the onboarding of new clients, gathering necessary documentation and setting up their accounts accurately and efficiently.

Investment Administrator

JNF Investments

09.2015 - 02.2017

Processing queries relating to the Life Insurance and Assets Under Management
Liaising and maintaining relationships with an existing client base
Pre-appointment collation of requisite paperwork
Assisted in the onboarding of new clients, gathering necessary documentation and setting up their accounts accurately and efficiently.
Forms for clients to sign
Paid attention to detail while completing assignments.
Proposals and updates for the Financial Advisor to discuss during meetings
Data capture on the BIAS IT system
Perform day to day administration
Filing
Diary management
Client follow-ups.

Administration Manager

Diagnostech

10.2011 - 08.2015

Managed inventory levels to verify availability of stock for customer orders.
Coordinated shipments of product from country of origin to final destination. Tracked progress to facilitate timely delivery and notified customers of potential delays
Managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule.
Updated and maintained databases to track shipments and inventory.
Implemented and improved systems and procedures for accurate data entry and reporting.
Confirmed accurate freight duties and bills of lading for shipments.
Created reports to provide insights into logistics operations and performance.
Monitored and adjusted inventory levels according to demand.
Management and resolution of client account queries
Coordinated closely with sales teams to guarantee accurate delivery timelines, contributing to increased customer retention rates.
Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Developed effective filing systems that streamlined document retrieval, increasing efficiency within the workplace.
Prepared comprehensive reports on stock buying activities, providing valuable insights for upper management decision-making processes.
Strengthened communication skills through regular interactions with others.
Assisted with day-to-day operations, working efficiently and productively with all team members.

Personal and Commercial Lines Administrator

Robin Baird Insurance Brokers

12.2010 - 09.2011

Balanced workload effectively between daily tasks such as correspondence handling, report generation and data entry-ensuring timely completion of all responsibilities.
Needs analysis undertaken for each client to ensure that there is appropriate cover in place
Obtaining rates for new clients and liaising with Directors for confirmation
Processing new policies, amendments, policy renewals, and cancellations including once-off policies for goods in transit and maritime risks
Managed and maintained accurate records for a portfolio of clients ensuring timely renewals and updates.
Creating and finalising of quotation documentation in accordance with FAIS requirements
Premium collection reconciliations for large clients to assist with their payroll
Updating monthly statistics reports and submitting to Insurer.
Maintained accurate documentation of company policies and procedures for easy reference by all employees.
Coordinated with multiple departments to resolve complex client issues and maintain high service standards.
Generated reports to suggest corrective actions and process improvements.
Developed training materials for new hires, contributing to improved productivity and job performance.
Data management on in-house IT system and to ensure accuracy of information captured

Office Manager

Robin Baird Insurance Brokers

01.2007 - 06.2010

First point of contact for clients and then dissemination of enquiries to relevant departments
Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Created, maintained and updated filing systems for paper and electronic documents.
Onboarding of new hires which included training
Implemented new software tools for streamlined project management, increasing efficiency in task completion across teams.
Establish and maintain office procedures and departmental processes.
Managed compliance to keep organisation operating within legal and regulatory guidelines as determined by the FSCA.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organised workplace culture.
Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
Managed office operations while scheduling appointments for department Directors.
Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
Adaptable and proficient in learning new concepts quickly and efficiently.

Claims Administrator

Robin Baird Insurance Brokers

07.2008 - 05.2010

Investigated, evaluated and adjusted multi-line claims in accordance with standards and internal requirements.
Obtaining all relevant documentation and information from the client while actively maintaining the client relationship to avoid any delays
Reviewing clients coverage and directing concerns to Directors
Ensured timely claim payments by diligently monitoring deadlines and following up on outstanding documents.
Reporting to Directors on claims expenditure and loss ratios.
Maintained comprehensive records of claims processed, facilitating quick retrieval for audits and reviews.
Monitored team performance, enforcing compliance with corporate claims processes and procedures.
Stayed updated with industry regulations, ensuring compliance in all claim-handling procedures.
Reduced claim processing time by streamlining workflows and implementing efficient practices.
Provided exceptional customer service during stressful situations involving accident victims or property damage incidents.

Receptionist

Robin Baird Insurance Brokers

01.2001 - 12.2006

Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Scheduling appointments for 3 Directors
Collected and distributed messages to team members and managers to support open communication and high customer service.
Confirmed appointments, communicated with clients, and updated client records.
Managing boardroom bookings and refreshments
Document management
Purchase of office groceries and consumables
Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
Maintained confidentiality of information regarding clients and company.
Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.

Summary

Overview

Work History

Client Service Manager (Contract)

General Manager

Risk Underwriter

Investment Administrator

Investment Administrator

Administration Manager

Personal and Commercial Lines Administrator

Office Manager

Claims Administrator

Receptionist

Education

No Degree - MS Office - Excel

No Degree - Accounting Technology And Bookkeeping

No Degree - Accounting Technology And Bookkeeping

No Degree - Short-Term Insurance Studies

No Degree - Business Administration And Management

High School Diploma -

Skills

Websites

Timeline

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