Shanwynn Dempsey

Client Consultation:

• Collaborate closely with Account Managers to analyze client needs and deliver tailored service solutions that align with their business goals and expectations.

Strategy Development:

• Contribute to the creation of service strategies and processes designed to enhance client satisfaction, streamline service delivery, and foster client loyalty.

Problem Solving:

• Address and resolve complex customer issues in partnership with Account Managers, ensuring timely and effective solutions.

Service Improvement:

• Identify opportunities for process improvements and service enhancements, collaborating with internal teams and clients to implement best practices.

Collaboration:

• Partner with the Account Management team to ensure clear communication and alignment of client expectations, project timelines, and service deliverables.

Reporting & Analytics:

• Analyze service metrics and customer feedback, providing insights and recommending actions for continuous service improvement.

Training & Support:

• Offer training and support to Account Managers on new service offerings, tools, and strategies to improve service delivery.

Client Relationship Management:

• Build and maintain strong, long-term relationships with clients, ensuring a high level of satisfaction and addressing service gaps.

Legal Documentation:

• Draft and amend wills, ensuring compliance with relevant laws and client specifications.
• Initiate and process Client Care Documents (CCDs), ensuring accuracy and completeness.
• Upload signed wills for record-keeping and client reference.

Policy Management:

• Process new applications and policy amendments, ensuring timely and accurate processing.
• Ensure the timely issuance of policies, particularly around debit dates, to maintain service efficiency and client satisfaction.

Legal and Document Management:

• Draft and amend wills, ensuring compliance with relevant regulations and client requirements.
• Initiate and process Client Care Documents (CCDs), ensuring accuracy and completeness.
• Upload signed wills for proper record-keeping and client reference.

Policy and Application Management:

• Process new applications and plan amendment requests, ensuring timely and accurate completion.
• Ensure the timely issuance of policies, particularly around debit dates, to maintain service efficiency.

Contract and Administration:

• Manage contract administration and personality-related processes, ensuring smooth operations.
• Handle broker changes and process Letters of Authorization (LOAs) as required.

Broker and Commission Management:

• Address broker-related inquiries and resolve issues to maintain strong partnerships.
• Resolve commission-related queries efficiently and effectively.

Plan and Credit Management:

• Manage plan changes and reinstatements, ensuring all client requests are processed accurately.
• Oversee credit control processes to ensure financial stability and accuracy.

Brokerage Commission (BC) Monitoring:

• Monitor and track the development of Brokerage Commission (BC), ensuring timely and accurate tracking of related data.

• Managed consultant diaries, ensuring efficient scheduling and time management.
• Conducted outbound calls to over 200 clients daily, providing excellent customer service.
• Scheduled appointments for more than 40 clients and consultants each day, ensuring seamless coordination.
• Responded promptly to emails and incoming calls, addressing client inquiries and concerns.
• Met daily call quotas and booking targets, contributing to the team's overall performance.
• Performed general administrative duties to support daily operations.
• Conducted both hot and cold calling to potential and existing clients.
• Educated clients on company services, appointment expectations, and procedures.
• Provided comprehensive product and service information to clients, enhancing their experience.
• Maintained detailed call logs and reports for tracking and analysis.

• Managed consultant diaries, ensuring efficient scheduling and time management.
• Conducted outbound calls to over 200 clients daily, providing excellent customer service.
• Scheduled appointments for more than 30 clients and consultants each day, ensuring seamless coordination.
• Responded promptly to emails and incoming calls, addressing client inquiries and concerns.
• Met daily call quotas and booking targets, contributing to the team's overall performance.
• Performed general administrative duties to support daily operations.
• Conducted both hot and cold calling to potential and existing clients.
• Educated clients on company services, appointment expectations, and procedures.
• Provided comprehensive product and service information to clients, enhancing their experience.
• Maintained detailed call logs and reports for tracking and analysis.

• Managed general office administration tasks to ensure smooth daily operations.
• Created and closed job cards efficiently, ensuring accurate tracking and processing.
• Generated calibration certificates and stickers for equipment and parts.
• Coordinated the ordering of parts both locally and internationally.
• Served as the receptionist for the service department, greeting clients and handling inquiries.
• Responded to customer queries via email and phone, providing timely assistance.
• Issued daily driver instructions for deliveries and collections.
• Organized courier parcel collections to meet urgent business requirements.
• Conducted regular stock takes to maintain inventory accuracy.
• Assisted with supplier inquiries, ensuring prompt resolution of issues.

• Accurately captured and processed data related to payments and bank statements, ensuring financial records were up-to-date and compliant.
• Managed EFT (Electronic Funds Transfer) payments, overseeing the entire payment process and ensuring timely transactions.
• Addressed and resolved customer inquiries promptly, both via email and telephone, providing clear and professional assistance.
• Performed creditors reconciliations, ensuring accuracy in the matching of accounts payable with vendor statements.
• Maintained and updated cash books, ensuring accurate recording of financial transactions and smooth cash flow management.
• Performed various general office administrative duties, contributing to the efficient operation of the office.
• Conducted regular stock takes to maintain inventory accuracy and prevent discrepancies.
• Assisted with supplier inquiries, resolving issues and ensuring smooth communication between the company and external vendors.

• Managed general office administration tasks to ensure smooth daily operations.
• Created and closed job cards efficiently, ensuring accurate tracking and processing.
• Generated calibration certificates and stickers for equipment and parts.
• Coordinated the ordering of parts both locally and internationally.
• Served as the receptionist for the service department, greeting clients and handling inquiries.
• Responded to customer queries via email and phone, providing timely assistance.
• Issued daily driver instructions for deliveries and collections.
• Organized courier parcel collections to meet urgent business requirements.
• Conducted regular stock takes to maintain inventory accuracy.
• Assisted with supplier inquiries, ensuring prompt resolution of issues.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.