Marguerite Bruinders

To be a System administrator for all systems utilised by management in the Customer Contact Centre to monitor adherence and

perform scheduling of Service Centre of excellence agents. I am responsible for day to day creation, building and assigning of campaigns to the agent.

Duties

· To take ownership and accountability for the effective and tactical execution
of all campaign activities

· Execute the bank strategy using the relevant CCC Systems

· Serve as Technical liaison between IT/Vendors and agents experiencing difficulty/issues with systems

· Monitor campaigns and ad hoc duties related to campaign lists from MI and
stakeholders in the Service Centre environment

· Implement, control and evaluate contactability strategies on the Predictive
Dialer and interactive Electronic Communications (SMS, calls and Emails)
with relevant stakeholders.

· Creation of new system logins profiles for agents, team leaders and any new
stakeholder in accordance with the systems policy

· Compile and analyze results and making additional recommendations to
enhance the results achieved by Service Centre e.g. Phone strategies,
campaign strategies, dialer strategies, algorithms, forecasting, by utilizing
EDW data.

· Effectively execute and manage business campaigns

· Support the design, deployment and integration of multiple contact strategy
channels within the dialler strategy and execute such strategies in a test and
learn environment by advising the senior dialler manager on technology and
capacity challenges.

· Analyze output data from the system and suggest ways of improvements to
Management

· Implement process improvements to better support the more effective use
of the dialler technology

· Negotiating the sale and letting of properties

· Liaised with clients to market properties effectively, maximising selling value

· Handling enquiries about properties from potential buyers

· Valuing properties

· Travelling to properties and conducting viewings

· Administered disposal and acquisition of properties, ensuring legal compliance and smooth transaction processes

· Produced reports, brochures, and promotional materials to enhance property visibility and attract potential buyers

· Key Competencies and skills: Negotiation and selling skills

Good communication skills and the ability to maintain a positive relationship with clients and colleagues

Strong organisational skills

Ambition, drive and charisma

Willingness to take on responsibility, as estate agents will likely be afforded a great deal of responsibility early on

Understanding of and interest in, the local property market and the process of buying and selling property

• Performed as part of trio at various Greek Hotels
• Acting teamleader responsible for performances,sound equipment,
• General admin duties
• Liaising with clients and vocal artist director

· Investigate, plan and implement strategically effective and relevant dialing methods which meet collection performance.

· Evaluate, audit and recommend Dialer improvements to Dialer Manager.

· To monitor, record, analyze and report on activities, trends ,results and recommendations relating to the Dialer.

· Build Dialer selection Criteria to ensure smart dialing

· Generate and distribute dialer reports.

· Troubleshoot technical issues and serve as Technical liaison between IT/Vendors and agents experiencing difficulty with collection systems inclusive of Avaya Predictive Dialer.

· Provide continuous outbound call flow environment with focus on agents' waiting time and client abandon rate.

· Maintain checklist to ensure all daily processes are done effectively and efficiently.

· Support collection departmental initiatives

Executed tasks designated by Dialer Manager.

· Act as Business continuity manager with relation to dialer and workload to agents

· Achieving & Exceeding daily & monthly targets

· Contact and trace clients to recover arrears and rehabilitate the client

· Direct Debits on defaulted accounts

· Customer interaction: assisting, educating, clients with their loans telephonically.

· Monitoring team members monthly arrangements

· Setting reminders to follow up on monthly arrangements

Collection processes

Current accounts, savings account

Applications processing

NTE knowledge

Banking platform systems

Avaya systems

Analytical skills

Excellent Verbal communication

Attention to detail

Problem Solving Skills

Resilience, Adaptability

Client Centricity, Initiative.

Collaborated with colleagues to achieve common goals.

Motivating others.

Outlined daily responsibilities to ensure team alignment.

· Handling the Minutes of Meetings in previous teams.

· Completing telephone bills and Attendance registers monthly.

Key Competencies and Skills: Technical Competencies

· Refunds on current and savings accounts

Motivating others.

• Managed phone calls, resulting in effective communication flow within the company.
• Ensured the availability of up-to-date content on company brochures and promotional material for prospective clients' use.
• Facilitated prompt issue resolution through careful tracking of complaints until they were fully addressed.
• Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.

• Managed heavy transcription workload for timely delivery.
• Maintained stringent quality control over all typed material to prevent mistakes.
• Organised administrative tasks for efficient workflow.