Flavia Carenza Kim Lawrence
Johannesburg
Summary
Consultant with 15 years of experience in banking and long-term insurance, specializing in customer service excellence. Proven track record of delivering high-quality service and solutions to clients. Committed to enhancing customer satisfaction and operational efficiency.
Overview
18
18
years of professional experience
Work History
Small Business Owner
Willow and Green Naturals
Johannesburg
09.2025 - I currently work here
- Assisted in creating natural personal care products such as lip balms, bath soaks, body butters, and body scrubs.
- Supported production of small-batch items to maintain quality and freshness.
- Collaborated with suppliers to obtain natural ingredients for product formulations.
- Managed business operations including sourcing, production planning, and quality control.
- Coordinated supplier relationships and stock procurement. Handled customer engagement, order processing, and fulfillment.
- Maintained inventory records and financial tracking.
- Developed brand positioning and digital marketing initiatives.
Senior Consultant
Absa Bank Service Centre
Johannesburg
04.2019 - 09.2025
- Assisting customers telephonically with policy maintenance which includes, adding/removing family members, increasing/decreasing sum assured
- Updating banking details and debit order switching
- Registering claims and providing branch and customers with funeral or life policy related enquiries
- Assisting with Surrender Values on life policies
- Sending leads to Sales department or Financial Advisors
- Assisting Financial Advisors with new business submissions and enquiries, doing follow-ups with the Underwriters and Capturing team
- Indexing documents on AWD
- Assisting with call-backs and email requests on the Polserv queue
- Requesting call recordings
- Sending escalations when TAT is exceeded, following up and providing feedback to customers or Advisors
- Absa Group Limited is listed on the Johannesburg Stock Exchange and is one of Africa’s largest diversified financial services groups. Absa Group offers an integrated set of products and services across personal and business banking, corporate and investment banking, wealth and investment management and insurance.
- Reason for leaving: Seeking growth and work balance
Branch Sales Consultant (FAIS)
Absa Bank
Braamfontein
03.2017 - 04.2019
- To grow the Absa customer base through acquisition and increased customer profitability of the identified portfolio.
- Gaining new customers and increasing portfolios of current customers through proactive attraction, cross selling, retention and contributing towards the achievement of the branch’s sales targets and individual sales targets
- Assisting Customer Service and identifying new business opportunities
- Opening and closing of branch protocol
- Opening and maintaining of the following banking products; Savings accounts, Cheque Accounts, Investments, Long Term Insurance, Absa Vehicle Finance and Home Loans, Rewards and Digital Banking Platforms
- Absa Group Limited is listed on the Johannesburg Stock Exchange and is one of Africa’s largest diversified financial services groups. Absa Group offers an integrated set of products and services across personal and business banking, corporate and investment banking, wealth and investment management and insurance.
- Reason for leaving: Transferred to a different division
E-mail Consultant
Absa Bank Service Centre
Johannesburg
09.2011 - 01.2015
- As an E-mail Consultant, I am required to acknowledge and route all e-mails to the relevant SBU within one business day.
- I am responsible for e-mails captured on CCP with attachments, and e-mail follow-ups
- It is my duty to assist customers via e-mail with complaints and enquiries, whilst allocating Personal Bankers and ordering bank cards on request.
- Absa Bank Limited (Absa Bank), with preference shares listed on the JSE Limited, is a wholly-owned subsidiary of the Barclays Africa Group. We offer a range of retail, business, corporate and investment banking, and wealth management products and services primarily in South Africa.
- Reason for Leaving: Seeking growth to improve my career prospects.
Platinum Sales and Retention, Inbound and Outbound Consultant
Absa Bank Service Centre
Johannesburg
06.2009 - 09.2011
- During this period, I was required to contact new and existing platinum customers at regular intervals in order to retain our customer base.
- I educated customers on Absa products, bank charges, features and the benefits of products, whilst creating leads for the sales department to secure.
- It was necessary for me to successfully acquire and retain potential and existing sales business from clients on Platinum products.
- Reason for Leaving: Transferred to a different division.
Telephone Banking Consultant (Private Bank)
Absa Bank Service Centre
Johannesburg
08.2007 - 06.2009
- As the Telephone Banking Consultant, I telephonically interacted with existing and non-existing Absa clients (inbound) on day to day banking transactions.
- In addition to assisting with inter account transfers and payments, I created stop orders and linked client accounts as beneficiaries.
- Tasks included bill payments, and the stopping of cheque books and single cheques.
- It was my duty to load customer complaints on the Customer Service System.
- Reason for Leaving: Transferred to another division.
Education
Certificate - Class of Business
Graduate Institute of Financial Sciences
Johannesburg2025
Facial Skincare Therapist - Manual Facial, Facial Electrical, Physics, Chemistry, Hygiene, Manicures and Pedicures, Bridal Make-up, Day and Night Make-up, First Aid Level 1, Dermalogica Skincare products, EnvironSkincare products
Beauty Therapy Institute
Johannesburg2017
Higher Certificate in Banking Services - Financial Legislative Requirements (BSAL101), Economic Fundamentals in the Investment Environment (BSAE101), Banking Advice (BSAA101), Sales 1A (SALE1A), Credit 1(CRED1), Banking 1B (BANK1B)
Milpark Business School
2014
Matric - English, Afrikaans, Biology, Economics, Business Economics and Geography
Chris J Botha Secondary School
12.2004
Skills
- Computer typing and Microsoft Office,Internet browsing and research skills
- Salesforce
- Avaya
- Outlook
- Microsoft Teams
- Exergy
- AWD
- Product development
- Quality control
- Digital marketing
- Supplier management
- Inventory management
- Customer engagement
- Customer relationship management
- Entrepreneurial spirit
- Research and Development
- Product design
- Sales strategies
Languages
English
Afrikaans
References
- Lydia Moreku, Manager, Absa Bank, Johannesburg, +27 (0) 11 501 5110
- Adri Strydom, Branch Manager, Absa Bank, Johannesburg, +27 (0) 11 501 5000
Personal Information
ID Number: 8702280048086
Timeline
Small Business Owner
Willow and Green Naturals
09.2025 - I currently work here
Senior Consultant
Absa Bank Service Centre
04.2019 - 09.2025
Branch Sales Consultant (FAIS)
Absa Bank
03.2017 - 04.2019
E-mail Consultant
Absa Bank Service Centre
09.2011 - 01.2015
Platinum Sales and Retention, Inbound and Outbound Consultant
Absa Bank Service Centre
06.2009 - 09.2011
Telephone Banking Consultant (Private Bank)
Absa Bank Service Centre
08.2007 - 06.2009
Certificate - Class of Business
Graduate Institute of Financial Sciences
Facial Skincare Therapist - Manual Facial, Facial Electrical, Physics, Chemistry, Hygiene, Manicures and Pedicures, Bridal Make-up, Day and Night Make-up, First Aid Level 1, Dermalogica Skincare products, EnvironSkincare products
Beauty Therapy Institute
Higher Certificate in Banking Services - Financial Legislative Requirements (BSAL101), Economic Fundamentals in the Investment Environment (BSAE101), Banking Advice (BSAA101), Sales 1A (SALE1A), Credit 1(CRED1), Banking 1B (BANK1B)
Milpark Business School
Matric - English, Afrikaans, Biology, Economics, Business Economics and Geography
Chris J Botha Secondary School