Lucretia Phasha
Soweto,GP
Summary
Forward-thinking Operations Specialist bringing 9 years of expertise in Operations for Financial/Investment sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Reliable business professional with experience in Lisp Administration, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Talented Administrator highly successful at motivating teams and streamlining operations. Analytical problem solver and persuasive communicator with talent for thinking outside box for creative solutions.
Overview
16
16
years of professional experience
Work History
Call Centre Consultant
ABSA - AIMS
09.2014
- Responsible for handling client's queries
- Assisting Financial Advisors with all types of investment queries for all product types.
Lisp Administrator (New Business, Estate late, Repurchases)
ABSA - AIMS
01.2015 - 04.2024
- Accurately capture client information on relevant system.
- Execute broker requests within agreed timeframes, quality standards and legislation.
- Handle all administrative tasks according to agreed standards and turnaround times.
- Engage with broker in client centricity manner.
- Ensuring accurate completion broker requests and follows up to ensure queries are resolved , as per service level agreement.
- Providing effective, efficient and professional service to all our clients and offices, both telephonically and through written correspondence.
- Ensuring client service level agreements are met and exceeded.
- Excellent time management skills.
- Consistent achievement of agreed productivity.
- Investigate, resolve and communicate outcome of client complaints, commission and payment queries
- Processing pay-outs of all contractual products: Living annuities, Retirement Annuities, Pension and Provide preservation funds
- Investigate, correct and provide feedback as per set agreed turnaround time
- Ensure payment of funds to clients
- Forward internal and external correspondence to external stakeholders as per SLA and legislative requirements.
Lisp Administrator (Reconciliations)
ABSA - AIMS
01.2015 - 05.2015
- Investigate, correct and provide feedback as per set agreed turnaround times
- Processing of manual payments
- Processing on e-forms and investigating on finance items.
Lisp Administrator (Maintenance)
ABSA
11.2014 - 12.2014
- Responsible for compliance on all client's policy modifications types: statics details, income and debit order amendments.
Call Centre Agent / Debt Collector
MBD Credit Solutions
01.2012 - 05.2014
- Managing incoming and outgoing calls
- Updating data on system (Cheetah)
- Collecting outstanding debts by negotiating with debtors in an assertive manner
- Meeting monthly target.
Cashier
Pick n Pay
10.2008 - 12.2011
- Handling cash transactions guiding
- Solving customer queries
- Providing training and assistance to new joined cashier(s)
- Maintaining daily report of transactions
- Reporting discrepancies to supervisors.
Education
Certificate in Business Analysis -
Faculty Training Institute
Sunninghill, GP01.2018
Matric -
Jeppe College
Johannesburg, GP01.2006
Skills
- Inbound phone calls
- Problem-solving skills
- Call Center Customer Service
- Verbal and written communication
- Complaint resolution
- Payment Processing
- Computer literate (MS Office package)
- Client service oriented
- Deadline and results-driven
Languages
Nothern Sesotho
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Afrikaans
Intermediate (B1)
Zulu
Bilingual or Proficient (C2)
Personal Information
- Date of Birth: 07/21/87
- Gender: Female
- Nationality: South African
- Driving License: Code 08
References
- Patrick Motsumi, Team Leader at Aims, 011 846 0013/ 084 458 7464
- Bukiwe Maseko, Team Leader at Aims, 011 225 8228/ 081 814 1947
- Remind Moele (Supervisor), Supervisor at MBD Credit Solutions, 072 635 7898 / 011 560 6491
- Kate Ismail, Manager at Pick n Pay, 011 628 0000
Timeline
Lisp Administrator (New Business, Estate late, Repurchases)
ABSA - AIMS
01.2015 - 04.2024
Lisp Administrator (Reconciliations)
ABSA - AIMS
01.2015 - 05.2015
Lisp Administrator (Maintenance)
ABSA
11.2014 - 12.2014
Call Centre Consultant
ABSA - AIMS
09.2014
Call Centre Agent / Debt Collector
MBD Credit Solutions
01.2012 - 05.2014
Cashier
Pick n Pay
10.2008 - 12.2011
Certificate in Business Analysis -
Faculty Training Institute
Matric -
Jeppe College
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