Jannine Marie Seabell

• onverted to permanent on 11 May 2024 – Retrenched February 2026 (due to restructuring)
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
• Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
• Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
• Improved business processes by analyzing current practices and recommending optimization strategies.

• Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
• Improved project efficiency by analyzing business processes and identifying areas for improvement.
• Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
• Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.

• As Is – To process design (end to end), technology match to business requirements, documentation of solutions, project management, Mentorship to Seta Graduate, Change Management and Communication, extracting and documenting user requirements. Presentations and Facilitation. Vendor Management.
• Temporary position (contract)

• As Is – To process design, technology match to business requirements, documentation of solutions, extracting and documenting user requirements. Presentation and Facilitation. Vendor Management.
• Temporary position (contract)

• As Is – To process design, technology match to business requirements, documentation of solutions, extracting and documenting user requirements. Presentation and Facilitation
• Temporary position (contract)

• To provide customer insights / behavior analysis across product, transactions and customer to business to direct strategies in customer markets. This responsibility spans across all retail segments, sectors and products. To deliver high-impact and data driven analysis, Sass analysis. Environmental Scanning across industries. Location intelligence, industry research.
• Permanent position

• To provide customer and segment industry insights to the business segments that will direct strategies in those markets. This responsibility spans across all Business Banking segments, sectors and products. To deliver high-impact and data-driven strategies and business cases proactively (based on opportunity assessed) and reactively (driven by Segment).
• Permanent position

• To manage a department of analysts in collecting, collating, analysing and documenting customer data available at various Customer experience touch points and provide the business with proactive analysis of the emerging root cause issues and trends identified, with the intention of trend prediction and prevention of Customer issue re-occurrence. Involvement and input in Customer Experience process projects (business facing & customer facing projects). Training and mentoring staff (analysts) in Root Cause Analysis. Management of Staff, training, KRAs. SAS Text Miner and Enterprise Guide – dashboards on Voice of Customer, Social Media Reporting
• Permanent position

• To audit and base-line all systems and metrics used in the Contact Centers, provide management reports on historical trends to then predict trends and to optimize resources based on that analysis. To manage input into specified call center project and programs of work
• Permanent position

• Ran a project office of 18 people, Business Continuity/ Facilities Management for the Call Centre, Operations – operational issues, project management
• Permanent position

• Consulted to Nedbank: BOE / Nedbank Merge Project
• Permanent position

• E-channel Solutions Consultation, Reviewing & analyzing & documenting all Call Center projects to ensure that that requirements and alternatives have been considered. Business Architecture and Business Design concepts of electronic solutions within financial industries.
• Permanent position

• (Information and ticket booking line) (80 000 calls per month) – Maintaining service levels and targets, discipline and managing of 35 staff members, operational running of line, recruiting and training of staff, setting up policies and procedures. Reported to General Manager Call Centers: M-Web. Business Analysis – defining functionality and business requirements for the Telephone Platform and required software. Upgrading the business processes, training and development & service quality processes within the Call Centre environment.
• Temporary position

• Accomplished multiple tasks within established timeframes.
• Managed and motivated employees to be productive and engaged in work.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Institution

Last school Attended