Hi, I’m
Nomsa Mnisi
Johannesburg
Summary
Adaptable Business Support Officer with six years of providing operational oversight and enhancements to Financial companies. Tireless in seeking untapped opportunities to optimize business processes. Adept at both micro and macro management techniques for aligning business resources with commercial goals.
Overview
17
years of professional experience
5
years of post-secondary education
Work History
AbsaJohannesburg
Business Support Officer
06.2016 - 09.2022
Job overview
- Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
- Liaised with human resource department to resolve employee conflicts and concerns in need of escalation.
- Supported special financial and business projects with administrative assistance.
- Participated in real estate change proposals, incorporating available business intelligence to inform property management decisions.
- Designed onboarding process for new personnel, expediting full operational competency through standardized curricula.
- Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
- Participated in employee relocation and transfer policy design, accounting for commercial business interests and employee well-being.
- Provided basic IT support to office users of desktops, laptops and devices.
- Held meetings to communicate new policies and procedures to appropriate personnel.
- Prepared meeting materials, set up conference rooms and took notes.
- Enhanced profitability [Number]% through careful expense management modifications.
- Maintained smooth back-office functions to promote efficient business operations.
- Documented, analyzed and modeled financial data for use in business planning.
- Developed monthly reports.
- Reconciled business and creative needs.
- Worked with stakeholders to drive product and service definition and design.
- Reduced office expenses by finding smarter solutions for vendors, suppliers and services.
- Examined customer loan applications for loan approvals and denials.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Launched new training program to boost employee skills and staff retention rate.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Complied with regulatory guidelines and requirements.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Consulted customers to boost product sales and services.
- Generated financial and operational reports to assist management with business strategy.
- Resolved various issues impacting sales management and business operations.
- Maintained friendly and professional customer interactions.
- Engaged employees in business processes with positive motivational techniques.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Implemented service improvements to enhance sales cycle.
- Boosted sales and customer loyalty through incentive programs.
AbsaJohannesburg
Branch Administrator
04.2014 - 05.2016
Job overview
- Forecasted trends and recommended improvements based on financial risk analyses.
- Received superior customer service satisfaction scores for [Number] consecutive quarters.
- Oversaw branch team consisting of [Number] customer service representatives and [Number] personal bankers.
- Generated financial and operational reports to assist management with business strategy.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Examined customer loan applications for loan approvals and denials.
- Consulted customers to boost product sales and services.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Resolved various issues impacting sales management and business operations.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Complied with regulatory guidelines and requirements.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Maintained friendly and professional customer interactions.
AbsaJohannesburg
Support to Regional Manager
01.2013 - 03.2014
Job overview
- Paid attention to detail while completing assignments.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Worked flexible hours across night, weekend and holiday shifts.
- Gained extensive knowledge in data entry, analysis and reporting.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Gained strong leadership skills by managing projects from start to finish.
- Strengthened communication skills through regular interactions with others.
- Identified issues, analyzed information and provided solutions to problems.
- Passionate about learning and committed to continual improvement.
- Applied effective time management techniques to meet tight deadlines.
- Developed and maintained courteous and effective working relationships.
- Adaptable and proficient in learning new concepts quickly and efficiently.
AbsaJohannesburg
Branch Sales Support
10.2009 - 12.2012
Job overview
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Demonstrated leadership skills in managing projects from concept to completion.
AbsaJohannesburg
Customer Service Clerk
12.2007 - 09.2009
Job overview
- Educated customers on best-fit selections by listening to personal desires and purchase limitations.
- Kept front check out area clean and organized for efficient service.
- Issued receipts and processed refunds, credits, or exchanges.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Checked order details against account information to minimize errors and unnecessary delays.
- Coordinated smooth front office operations to effectively serve more than [Number] clients each day.
- Negotiated with [Number] vendors to achieve optimal pricing, saving $[Amount].
- Recommended and upsold new products, resulting in [Number]% increase in revenue.
- Assisted customers with obtaining [Type] services by delivering polished and professional support in every interaction.
- Maintained and managed customer files and databases.
- Input customer orders and payment information to coordinate quick delivery of [Product or Service]s.
- Responded to customer calls and emails to answer questions about products and services.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Organized efficient service responses by directing visitors and callers to correct personnel.
- Generated management reports for use in key decision-making.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
AbsaJohannesburg
Sales Receptionist
12.2005 - 11.2007
Job overview
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Scheduled office meetings and client appointments for staff teams.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Organized, maintained and updated information in computer databases.
- Handled assignments independently with good judgement and critical thinking skills.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Compiled information from files and research to satisfy information requests.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Resolved customer problems and complaints.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Routed incoming mail and messages to relevant personnel without delay.
Education
MANCOSAJohannesburg
BBA from Fundamentals of Business
01.2019 - Current
MANCOSAJohannesburg
BBA from BBA Honors
01.2022 - Current
Skills
MS PowerPoint
Presentation Development
Administrative support
Operations management
Identifying best practices
Digital banking products and services
Fluent in [Languages]
Driving continuous improvement
Database Management
Time management
Timeline
MANCOSA
BBA from BBA Honors
01.2022 - Current
MANCOSA
BBA from Fundamentals of Business
01.2019 - Current
Business Support Officer
Absa
06.2016 - 09.2022
Branch Administrator
Absa
04.2014 - 05.2016
Support to Regional Manager
Absa
01.2013 - 03.2014
Branch Sales Support
Absa
10.2009 - 12.2012
Customer Service Clerk
Absa
12.2007 - 09.2009
Sales Receptionist
Absa
12.2005 - 11.2007