Lorraine Busisiwe Tshabalala
Soweto
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
9
9
Certifications
2
2
Languages
Work History
CLAIMS ADMINISTRATOR
GLENRAND
- Registering Claims
- Appointing Assessors
- Requesting Cheques
- Photocopying
- Faxing
- Phoning Panel beaters for payment
- Right fax
- Sorting mail
- Filing
Invoicing Clerk Supervisor
Rand Building Hydraulics
Kempton Park
03.2016 - Current
- Credit Notes – when customers returns stock
- Tracked approved and unapproved invoicing to produce critical month-end metrics.
- Prepared and mailed invoices to customers, processed payments and documented account updates.
- Carried out day-to-day duties accurately and efficiently.
- Increased customer satisfaction by resolving issues.
- Developed and maintained courteous and effective working relationships.
Services Banker
01.2009
- Client Service focus on client retention, build and maintain relationships with clients to ensure needs of clients are met across all product lines
- Product education and channel navigation, provide efficient quality services
- Problem resolution of complaints and resolving client queries
- Proactively call clients
- Action Renewal Reports
- Service clients that includes: Creating new profiles, maintenance of existing profiles, Investment Renewals/Withdrawals, Homeloans restructuring, Handling of deceased estates, Letters of guarantee, Potential closing of accounts, Potential closing of account, Effectively manage follow up calls and complaints escalating critical complaints to next level of Management in terms of “Ask Once” promise.
Tele banker
Nedbank
04.2006
- Drive sales to increase revenue in Branches
- To ensure retention and expansion of client base
- Achieve sales through Campaigns, Proactive customer, contact client, referrals, cross selling and Retention Marketing
- The ability to manage Daily and Monthly sales leads via Aprimo, meeting and closing deadlines plus Sales Targets
- Successfully refer leads to bankers helping them enhance their Sales Targets
- Assisting Branches with Management of Aprimo Portals and Training
- Selling Financial Products- the ability to identify client’s needs, apply product knowledge to persuasively get prospects to buy Nedbank products.
YEARS WORKED
02.2001
- 2006
- Currently
Service Manager
01.2014 - 02.2016
- Enable Business and Private Bankers to conclude deal through definition of customer fulfilment requirements utilising Fulfillment centres and other service providers
- In conjunction with Bankers, enable Transaction processing through accurate and timeous completion of all required documentation and information
- Identify opportunities for additional sales to clients through knowledge of Nedbank products and client product portfolio
- Conclude sale of product or provide lead to either the banker or product specialist and Appropriate client interactions
- Perform relevant front end activities Hand off transaction processing as required to relevant service provider for transaction fulfilment
- Manage turnaround times according to formal processes, policies and procedures
- Manage the service levels of all team members Effective time management: free-up Bankers to ensure capacity to focus on acquisitions
- Record keeping of relevant and meaningful sales and processing data and meaningful reporting Scheduling (diary) and appropriate follow up phone calls to clients at regular intervals to get feedback on satisfaction with newly on boarded product e.g
- Current account, ABF, etc
- I.e
- After one week, after one month and then once every quarter
- Opening and closing of accounts according to audit requirements; Assisting Bankers with actioning all reports,
- Updating of client information on relevant banking systems and files; Checking that all clients are FICA'd, Indemnities on File, Signature Cards up to date, etc.; Follow up and finalisation of all pending sales, e.g
- Home Loans, ABF, etc
- Ensuring all sales are correctly d cared and concluded, e.g
- HL registered; verifying client details before issuing pin and profile numbers; copy of need analysis attached to all new investments opened; management and control of password protection;
- Contact clients on FICA list to obtain documents; maintenance of data clean up and duplicate CIS records; daily checks of faxes to ensure Bankers are receiving all documentation; filing and ensuring all files are locked away; archiving
- Assume responsibility for vetting accuracy and quality of facility applications and security documentation within portfolio
- Make recommendations to credit based on inputs of financial analysis
- Monitor to ensure security documentations are completed and returned to admin team
- And deal with other banks on bank reports and full general reports; confirm bank queries and bank codes
- Letter of Guarantee application and administration
- Actioning weekly BROTA
Branch Administrator
06.2013 - 01.2014
- Handle reports (download, distribute and action daily reports)
- Sort mail
- Administer savings & current account filing
- Signature verification
- Request imaging (copy statements, copy cheques; copy deposits etc)
- Request release documents
- Distribute documents to support teams (homeloans, mainfile changes, etc.)
- Building loan transfers
- Authenticate nedinform transfers; issue banks own cheques and mark cheques for payment
- Homeloans (homeloan transfers)
- Issue interest, balance and tax certificates; group finance division payments
- Order stationery via group procurement
- Capture DCWC's (waste capture form)
- Close accounts (current and savings)
- Safe custody
- Control temp key registers
- Verify signatures
- Keep up to date with group risk services website
- Control FICA reports; vehicle finance payouts; provide support to banker sales; fraud awareness and prevention
- Identify client needs, resolve client queries, escalate unresolved queries; follow up outstanding documentation and provide feedback; return client calls daily housekeeping for own area; manage follow up calls and complaints escalating complaints to next level of management in terms of "ask once promise"
- Training & development for self, performance contract and development plan in place and actioned, multi-skilling; complete banker fulfilment curriculum; complete appropriate online assessments
Sales Consultant
Nedbank
01.2011 - 05.2013
- Cross Selling and selling, Products
- To meet and exceed Sales targets through retention and expansion of existing clients, and acquisition of new primary and profitable clients
- To deliver world class service through effective client engagement and tactics
- To live the world class service behaviour by optimising the moments of truth of the client experience
- To minimise risk through compliance and conformance
- To leverage legislative requirements to create competitive advantage
- To be accountable for understanding the impact of external (e.g
- Fais) and internal (e.g
- Sales strategy drivers) forces and drive own self-development to deliver on future requirements
- To understand and leverage all remuneration and incentive structure that exist in the Branch Networks
- To understand and maximise all sales tactics and tools within the Branch Network
Education
Standard 10 - undefined
Meadowlands High School
Management Assistant N6 National Certificate - Business Administration And Management
Manu Technical College
Dobsonville 01.1996 - 12.1998
Skills
Banking Platform, IBS, NTE, SAP and Accpacundefined
Certification
Name of Institution: South West Gauteng College
Timeline
Invoicing Clerk Supervisor
Rand Building Hydraulics
03.2016 - Current
Service Manager
01.2014 - 02.2016
Branch Administrator
06.2013 - 01.2014
Sales Consultant
Nedbank
01.2011 - 05.2013
Services Banker
01.2009
Tele banker
Nedbank
04.2006
YEARS WORKED
02.2001
Management Assistant N6 National Certificate - Business Administration And Management
Manu Technical College
01.1996 - 12.1998
CLAIMS ADMINISTRATOR
GLENRAND
Standard 10 - undefined
Meadowlands High School
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