Leorna Van Heerden
Finance SUpervisor
Bloemfontein
Summary
I am a dedicated telecommunication professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
I am enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel further in MTN.
Overview
26
26
years of professional experience
8
8
years of post-secondary education
Work History
Regional Finance Supervisor
MTN SA
Bloemfontein
06.2009 - 02.2023
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Worked with customers to understand needs and provide excellent service.
- Identified issues, analyzed information and provided solutions to problems.
- Created plans and communicated deadlines to complete projects on time.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Developed team communications and information for meetings.
- Used Microsoft Word and other software tools to create documents and other communications.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Gained extensive knowledge in data entry, analysis and reporting.
- Managed time efficiently in order to complete all tasks within deadlines.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Banking Administrator
MTN SA
Bloemfontein
04.2005 - 06.2009
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in team-building activities to enhance working relationships.
- Increased customer satisfaction by resolving issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exceeded goals through effective task prioritization and great work ethic.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Operations Administrator
MTN SA
Bloemfontein
03.2000 - 04.2005
- Provided answers to customer questions via phone and email, typically within 24 - 48 hours.
- Supported Branded Channel Owned Store team by handling all administrative tasks.
- Motivated and trained employees to maximize team productivity.
- Compiled training materials for new employees and tracked skill development.
- Managed internal operational standards and productivity targets.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Developed comprehensive training programs for new hires that resulted in increased employee satisfaction and retention rates.
Customer Service Representative
MTN SA
Bloemfontein
06.1998 - 03.2000
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Recorded account information to open new customer accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed and updated databases to handle customer data.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Effective liaison between customers and internal departments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Hostess
MTN SA
Bloemfontein
12.1997 - 06.1998
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing and filing documents.
Customer Service Agent
Lambons Ford
Bloemfontein
02.1997 - 12.1997
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Arts - German And Political Science
University of The Free State
Bloemfontein 01.1994 - 12.1996
Bachelor of Commerce - General
Milpark Education
Johannesburg 01.2018 - Current
Skills
Supervisory expertise
Negotiation
Business administration
Coaching and mentoring
Operations management
Verbal and written communication
Financial Management
Knowledge Transfer
Leadership Competencies
Process evaluation and enhancement
Accomplishments
- Collaborated with MTN team in the development of new automated recon system.
- Achieved current recon by successfully resolving historical unreconciled items with accuracy and efficiency.
- Supervised virtual team of staff members and active collaboration with 52 Dealers (comprising of 402 stores).
- Documented and resolved system inefficiency which led to fraudulent transactions processed in BRC stores.
- Documented and resolved system inefficiency which led to revenue being overstated.
- Won the first prize for the most knowledgeable staff member in MTN SA in 2008.
Timeline
Bachelor of Commerce - General
Milpark Education
01.2018 - Current
Regional Finance Supervisor
MTN SA
06.2009 - 02.2023
Banking Administrator
MTN SA
04.2005 - 06.2009
Operations Administrator
MTN SA
03.2000 - 04.2005
Customer Service Representative
MTN SA
06.1998 - 03.2000
Hostess
MTN SA
12.1997 - 06.1998
Customer Service Agent
Lambons Ford
02.1997 - 12.1997
Bachelor of Arts - German And Political Science
University of The Free State
01.1994 - 12.1996