Elmarie Chalaine Davenhill
Universal Advisor Lead
Harding ,KZN
Summary
Proven leader at FNB with a track record of enhancing client engagement and fostering relationships, demonstrated through strategic planning and exceptional problem-solving abilities. Skilled in multitasking and teamwork, I've significantly contributed to sales efficiencies and customer satisfaction, ensuring compliance and service excellence across teams.
Overview
22
22
years of professional experience
Work History
Universal Advisor Lead
FNB
06.2023 - Current
- Manage the growth of active customer Account Base to increase client base through leads, and customer-initiated work.
- Provide sales support efficiencies and services in order to ensure retention of clients
- Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
- Monitor and manage the resolution of complaints and ensure the resolution of escalated complaints that lead to improved service delivery.
- Develop and maintain working relationships with a variety of stakeholders that enable the achievement of service delivery.
- Ensure own and team compliance to set governance and compliance procedures and processes and continuously identify and escalate risks.
- Track, control and influence sales activities with the specific aim to increase sales efficiencies of the team.
- Provide accurate and reliable sales statistics obtained from the Sales members and compile Sales reports and dashboards.
- Continuously assess own performance, seek timely and clear feedback and request training where appropriate and needed.
- Continuously assess team performance, provide timely and clear feedback on contracted outputs and provide training where appropriate.
- Ensure appropriate skilling and adequate capacity of frontline team members for the adherence to service standards.
Customer Experience Champion
FNB
01.2010 - 06.2023
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Investigated customer complaints and escalated issues to address critical requests.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Multi Skilled Consultant
FNB
03.2006 - 01.2010
- Achieve net profit growth for business
- Achieve the delivery of exceptional customer experience against the Balanced Scorecard standards
- Engage with the customers in a professional way as specified in the service standards
- Ensure customer's needs and expectations are understood and solutions provided
- Deal with customer complaints, relating to collection activities and ensure that it is resolved to the satisfaction of the customer
- Convert identified leads into successful sales
- Achieve individual targets as set according to appropriate business area or sales plan
- Manage performance standards for the relief role(s) in Telling, Service, Sales or Administration
- Approve, validate, verify, check and authorise Frontline activities
- Comply with governance in terms of legislative and audit requirements
- Track, control and influencesales activities with the specific aim to increase sales efficiencies
Teller
FNB
01.2003 - 01.2006
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
Education
No Degree - Banking and Financial Support Services
BANKSETA
Johannesburg09.2021
Skills
Client Engagement
Strategic Planning
Relationship Building
Teamwork and Collaboration
Adaptability and Flexibility
Professionalism
Problem-solving abilities
Multitasking
Timeline
Universal Advisor Lead
FNB
06.2023 - Current
Customer Experience Champion
FNB
01.2010 - 06.2023
Multi Skilled Consultant
FNB
03.2006 - 01.2010
Teller
FNB
01.2003 - 01.2006
No Degree - Banking and Financial Support Services
BANKSETA
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