Manana Tshabalala
Manager: Proactive Investigations
Alberton
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
23
23
years of professional experience
Work History
Manager: Proactive Investigations Team
Nedbank
04.2014 - Current
- Organized professional development programs for staff, leading to improved performance and skill sets
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Cross-trained existing employees to maximize team agility and performance
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Established team priorities, maintained schedules and monitored performance
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Defined clear targets and objectives and communicated to other team members
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Leveraged data and analytics to make informed decisions and drive business improvements
- Launched quality assurance practices for each phase of development
Customer Service Assistant
Woolworths
5 1999 - 5 2001
- Client service / Cashier
- Assist clients with Queries
- Opening of Accounts
- Managed customer complaints effectively, offering solutions that exceeded expectations
- Achieved high levels of accuracy when processing transactions/orders which led to reduced errors and increased customer satisfaction
- Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions
- Collaborated with team members to improve overall customer experience and boost company reputation
- Collaborated with other departments to guarantee customer satisfaction
- Utilized problem-solving skills to address customer queries and complaints
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
Proactive Investigator
Nedbank
04.2012 - 03.2014
- proactively. -Prevent further potential losses by alerting other banks of possible fraudulent transactions identified in the process of investigating alerts.
- Identified trends in criminal activities, allowing for proactive measures to be taken against future threats
- Uncovered critical evidence by meticulously analyzing financial records and other documents related to investigations
- Ensured compliance with legal regulations during investigations, minimizing risk for litigation or procedural errors
- Reviewed and updated investigative protocols, ensuring compliance with legal and ethical standards
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations
- Assisted in the development of investigative strategies, resulting in more efficient case resolutions
- Documented findings and prepared detailed reports
- Detection and analysis
Team Leader: Collections
Nedbank
12.2008 - 04.2012
- Planning, Coaching of staff, Quality Control, Motivation and staff development, Performance Management, Dialler Strategies and Quality Assurance and compiling monthly stats
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics
- Managed conflict resolution among team members, fostering a positive and collaborative work environment
- Managing AVAYA
- Call quality assurance
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks
- Assisted in recruitment to build team of top performers
Collections Agent (Rehabilitation)
Nedbank
12.2006 - 11.2008
- Outbound calls
- Contact clients to make arrangements on arrears
- Soft Trace clients to establish right party contact
- Query Resolution
- Assist on Inbound Calls when volumes are high
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans
- Counseled debtors on payment options and arranged installment agreements
- Worked in call center environment handling manual and automatically dialed outbound calls
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies
- Negotiated to collect balance in full
- Increased productivity levels through efficient time management and prioritization of daily tasks
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives
- Assisted in training new hires on department procedures, system navigation, and best practices for successful collections
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction
Branch Manager
Capitec Bank
12.2004 - 04.2006
- Marketing plan
- Sales Plan
- Managing EFT system
- Managing Bad debt collection system
- Discipline & conflict management
- Coaching & counseling of staff
- Mini Audit on client's files
- Setting sales targets for staff
- Compiling monthly reports
- Training staff on new products
Branch Admin / Assistant Manager
Capitec Bank
01.2004 - 11.2004
- Coordinate Branch Filling
- Sales
- Bad debt collection 30, 60, 90 days
- Handing over of bad deb files to Attorneys
- Perform Managerial duties in absence of manager
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency
- Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation
- Assisted coworkers and staff members with special tasks on daily basis
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
Sales Consultant
Capitec Bank
04.2003 - 12.2003
- Client Service
- Credit Evaluation
- Processing of Loan Applications
- Bad Debt Collection
- Marketing of loan Products
- Client conversion from other banks to Capitec Bank
- Provided sales and customer service assistance to walk-in traffic
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations
- Nurtured leads through consistent follow-ups, ultimately converting prospects into satisfied customers
- Maintained sense of urgency in answering customer questions and requests through email or voice messaging
- Facilitated smooth transactions by efficiently handling paperwork, processing payments, and addressing any concerns or questions from the client promptly
Customer Service Supervisor
Woolworths
06.2001 - 04.2003
- Planning of staffing for casuals
- Client service
- Daily sales reports
- Solving client complaints
- Investigating float shortages
Education
General Smuts High School
12.2024 - 04.1998
Criminal Justice and Forensic Investigations -
University of Johannesburg UJ
Gauteng 01.2014 - 02.2015
Nedbank Foundation Management Programme -
Gordon Institute Of Business Science GIBS
Gauteng 01.2015 - 12.2015
Bachelor of Arts - Law
UNISA
Gauteng 07.2017 - Current
Skills
Strategic Planning
Performance Management
Time Management
Staff Development
Key Performance Indicators
Schedule Preparation
Problem-Solving
Teamwork and Collaboration
MS Office
Decision-Making
Multitasking
Customer Service
Adaptability and Flexibility
Team building
Analytical Thinking
Managing Operations and Efficiency
Attention to Detail
Negotiation and Conflict Resolution
Goal Setting
Staff Training
Hiring and Training
Employee Coaching and Mentoring
Personal Information
- Date of Birth: 03/18/1980
- Gender: Female
Timeline
General Smuts High School
12.2024 - 04.1998
Bachelor of Arts - Law
UNISA
07.2017 - Current
Nedbank Foundation Management Programme -
Gordon Institute Of Business Science GIBS
01.2015 - 12.2015
Manager: Proactive Investigations Team
Nedbank
04.2014 - Current
Criminal Justice and Forensic Investigations -
University of Johannesburg UJ
01.2014 - 02.2015
Proactive Investigator
Nedbank
04.2012 - 03.2014
Team Leader: Collections
Nedbank
12.2008 - 04.2012
Collections Agent (Rehabilitation)
Nedbank
12.2006 - 11.2008
Branch Manager
Capitec Bank
12.2004 - 04.2006
Branch Admin / Assistant Manager
Capitec Bank
01.2004 - 11.2004
Sales Consultant
Capitec Bank
04.2003 - 12.2003
Customer Service Supervisor
Woolworths
06.2001 - 04.2003
Customer Service Assistant
Woolworths
5 1999 - 5 2001