Cindy Roumie Abrahams
Resource Planner / Business support specialist
Randfontein
Summary
Highly organized Liaison Officer experienced in coordinating business operations with internal and external stakeholders. Streamlined processes and resolved issues through effective communication and collaboration. Committed to leveraging diverse skills and expertise to contribute to organizational success.
Overview
22
22
years of professional experience
Work History
Branch support Liaison
African Bank Head Office
03.2011 - 10.2014
- Troubleshooting
- Problem solving
- System analysis
- Subject matter expert
- Escalation process monitoring
- Credit card and Loan policies and procedures
- Supervisors: Felicitas Lebetha / Connie Manthosi / Bongani Hoko (011) 256 9000
- Facilitated seamless communication between branches, enhancing operational efficiency and service delivery.
- Coordinated branch support initiatives, resulting in improved workflow and customer satisfaction.
- Streamlined issue resolution processes, reducing response times and enhancing team collaboration.
- Trained branch staff on new systems, ensuring compliance with operational standards and procedures.
Pos Agents Manager
Real Tele Marketing (Pty) Ltd
09.2006 - 02.2011
- Liaise with client if any queries come through, deal with it and ensure clients are happy.
- Make sure Agents were given targets and maintained
- Issue Job Cards
- Admin, Scanning, data capturing and Invoicing
- Micro Manage the Agents
- Led a team of agents to enhance operational workflows, improving customer engagement and satisfaction.
- Developed training programs for agents, resulting in increased efficiency and improved service delivery.
- Implemented performance metrics that drove accountability and optimized individual and team performance.
- Facilitated cross-functional collaboration to enhance communication and streamline project completion timelines.
Facilitator & Training Co-Ordinator
Real Tele Marketing (Pty) Ltd
09.2006 - 02.2011
- In charge of Assessments division (Facilitating and Recruitment)
- Recruiting and Assessing English and French candidates for call centre campaigns.
- Liaising on various levels with Clients and Management
- Assistant to HR & Training Manager
- Organizing meetings and functions within Training Department
- Attending important meetings and taking down minutes
- HR / Training Manager - Ivan Naidoo 0716001376
- Designed and delivered comprehensive training programs to enhance staff performance and knowledge retention.
- Coordinated logistics and scheduling for training sessions, ensuring seamless execution and participant engagement.
- Developed evaluation tools to assess training effectiveness, leading to refined content and improved outcomes.
- Mentored new facilitators, fostering skill development and knowledge sharing across the training team.
- Implemented feedback mechanisms to continuously improve training materials, resulting in higher participant satisfaction.
Resource Planner / Business support specialist
FNB
11.2014 - Current
- Responsible for the overall management of (WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.
- Oversee employee engagement initiatives and coordinate social events for the business unit to foster positive morale and connections among employees, utilizing creative strategies.
- Compile meeting packs, prepare agendas, document minutes, and track follow-up actions
- Help with access management, onboarding coordination, and overall employee support administration as necessary.
- Cultivate and maintain objective, professional working relationships with internal and external stakeholders and serve as a trustworthy point of contact between stakeholders to facilitate the timely dissemination of information and implementation of agreed upon measures.
- Ensure that the scheduling function is providing optimal forecasting, scheduling, and identifying new methods, strategies, and opportunities
- Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency
- Oversee reporting—internal and external reporting and analytics
- Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format
- Provide analytics on trends and use data to identify drivers while continuing to evolve a reporting structure such as an analysis tool.
- Serve as a subject matter expert and Workforce liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals
- Develop and maintain short- and long-term forecast/capacity plans and ensure sufficient staff are available during peak periods
- Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans
- Review and analyze the monthly, quarterly, and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
- Responsible for managing dialer system, monitoring, uploading campaigns based on certain strategies. Analyzing data and volumes and using available resources elsewhere and ensuring the call centre runs as effectively and efficiently as possible.
- Oversee the dialer system, which routes calls, auto dials, or predictive dial outbound numbers for agents, freeing them up to perform other duties and understanding the call center metrics for KPI purposes.
- Manager: Burton Hammond (0873430954)
- Head of Department: Jody Cornelius (0873356990)
Support and Optimisation – Development in another department
African Bank Head Office
03.2013 - 10.2014
- Scheduling and Forecasting
- Loading of segments
- Real time monitoring
- Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans
- Manager: Thandeka Hadebe 9000
Client Service Consultant
African Bank Head Office
03.2011 - 10.2014
- Maintained high standards of customer service to ensure client satisfaction
- Liaising on all levels with clients and management
- Handled conflicts effectively to foster positive client relationships
- Resolved client queries promptly to enhance overall service experience
- Knowledge and understanding of Call Centre and Card systems: CIC system
- Exactus
- CS Workflow
- Phoenix
- Knowledge and understanding of SA:
- Banking code of Conduct
- NCA(Basic)
- Computer literacy
- Telephone etiquette
- Complaints procedures and escalations
- Credit card and Loan Policies and procedures
- Supervisors: Shorne Adams, Tshilidzi Raphunga, Sophia Mosebi
Administrator/Client Services/Consultant/Pos Agents Supervisor/Facilitator and Training Co-Ordinator
Real Tele Marketing (Pty) Ltd
09.2006 - 02.2011
- Consultant
- AA Vehicle finance
- Nedbank Vehicle Finance
- Sales
- Liaising with clients and Interacting with Dealerships
- Vehicle sourcing
- FAIS & FICA
- NCA (National Credit Act)
- Sales: Edcon and Lawyers on Call (Offering clients funeral, personal, family covers as well as lawyers).
- Nedcor: Setting up appointments to upgrade software on Credit Card Devices
- Validations, HR and Quality Assurer
- Senior Manager / Head of HR and Training Dep Ivan Naidoo - 0716001376 / 0879400900
Sales Consultant
FX Kinetic
05.2006 - 07.2006
- Analyzing Data, Sales and Marketing, Analyzing Market and developing of sales strategy, providing reports on sales vs targets.
- Liaising with management on sales strategies.
- Director Ryan - 011781-2234
Tele - Consultant
Synovate
06.2005 - 05.2006
- Maintaining target
- Updating client data
- Preparing weekly and monthly reports
- Mystery Shopping for Marketing
- Liaising with Service Providers
- Data Capturing
- Determine Customer Satisfaction at various Dealerships i.e. Market Research
- Supervisor Nadine Khan @ 0112583000
Cashier, Packer and Bakery Assistant
Checkers Hyper – Westgate
01.2004 - 01.2005
- Provided customer service support to clients in a retail environment
- Liaised with clients and management to ensure effective communication and address concerns
- Supervisors - Sophie Somers / Marie - (011) 768 0870
Education
High School Diploma -
Randfontein High School
Greenhills, South Africa 04.2001 -
No Degree - Basic Skills For The Workplace NQF2
CBA (Central Business Academy)
Johannesburg, South Africa 04.2001 -
Bachelor of Commerce - Business Management
The Da Vinci Institute For Technology Management
Modderfontein, South Africa 04.2001 -
Skills
Workforce management
Scheduling optimization
Capacity forecasting
Operational planning
Operational efficiency
Data analysis
Analytics reporting
Performance reporting
Trend analysis
Stakeholder communication
Cross-functional communication
Team coordination
Issue resolution
Employee engagement
Timeline
Resource Planner / Business support specialist
FNB
11.2014 - Current
Support and Optimisation – Development in another department
African Bank Head Office
03.2013 - 10.2014
Branch support Liaison
African Bank Head Office
03.2011 - 10.2014
Client Service Consultant
African Bank Head Office
03.2011 - 10.2014
Pos Agents Manager
Real Tele Marketing (Pty) Ltd
09.2006 - 02.2011
Facilitator & Training Co-Ordinator
Real Tele Marketing (Pty) Ltd
09.2006 - 02.2011
Administrator/Client Services/Consultant/Pos Agents Supervisor/Facilitator and Training Co-Ordinator
Real Tele Marketing (Pty) Ltd
09.2006 - 02.2011
Sales Consultant
FX Kinetic
05.2006 - 07.2006
Tele - Consultant
Synovate
06.2005 - 05.2006
Cashier, Packer and Bakery Assistant
Checkers Hyper – Westgate
01.2004 - 01.2005
High School Diploma -
Randfontein High School
04.2001 -
No Degree - Basic Skills For The Workplace NQF2
CBA (Central Business Academy)
04.2001 -
Bachelor of Commerce - Business Management
The Da Vinci Institute For Technology Management
04.2001 -