Stacy Van Zyl

• Manage client query mailbox to ensure timely responses and resolutions within agreed timelines.
• Analyze root causes of recurring issues to implement preventive measures.
• Maintain detailed records of all interactions and resolutions for future reference and analysis purposes.
• Assist colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
• Manage high volumes of customer inquiries for efficient resolution.
• Coordinate and collaborate with internal departments as needed to gather information on each individual case, facilitating a more accurate response.
• Act as a point of escalation for clients and operational teams.
• Draft incident logs and incident reports, and attend incident forums with clients.
• Rollout of the Freshdesk Query Management System within Curo.
• Serve as backup to the Operations Manager.
• Train new team members on company policies and resolution techniques.
• Leverage strong listening skills to fully understand the customer's perspective and use this understanding to ensure queries are resolved satisfactorily.
• Resolve complex issues promptly and professionally.

• Supported the Client Relationship Managers (CRMs)
• Managed a Query Resolution Specialist.
• Ensured that client queries to Query Resolution Specialist have been resolved to client's satisfaction.
• Built and maintained relationships across allocated clients.
• Adapted communication styles to match the preferences of individual clients, leading to enhanced rapport and trust.
• Utilized active listening skills to identify client frustrations and provide appropriate solutions.
• Enhanced client satisfaction by addressing escalated queries and resolving issues promptly.
• Drafted and delivered Incident
• Reviewed and delivered KRI reports
• Ensured annual SLA reviews and updates.
• Collaborated with internal teams to address client complaints, queries, and requests.
• Attend/Run Service Meetings and ensure action items have been attended to, in conjunction with CRM
• Co-ordinate meetings between Operations and Client to discuss service issues

• Managed a team of Client Liaison Officers, ensuring timely query resolution and resource prioritization.
• Acted as a backup to the Client Account Manager (CAM).
• Chaired and attended client and internal meetings to drive resolution of operational issues.
• Established strong relationships with clients
• Assisted in training new team members on company processes and procedures related to client liaison activities.
• Fostered a collaborative environment among internal teams involved in resolving client queries.
• Adapted communication styles to match the preferences of individual clients, leading to enhanced rapport and trust.
• Utilized active listening skills to identify client frustrations and provide appropriate solutions.
• Enhanced team collaboration by holding regular feedback sessions.

• Managed client queries related to Trade and Reporting areas within Curo across multiple clients.
• Ensured timely response to client queries and collaborated with internal teams for resolution.
• Drafted incident reports.
• Built strong relationships with clients through regular communication and excellent customer service.
• Collaborated closely with management on strategies to improve overall client satisfaction and engagement within the company.
• Maintained detailed records of all interactions with clients, ensuring accurate documentation for future reference or dispute resolution purposes.
• Collaborated with internal teams to ensure client queries were resolved satisfactorily.
• Managed a diverse portfolio of clients, adapting communication styles to suit individual preferences and requirements.
• Trained new hires on company policies, procedures, and best practices for optimal performance in their roles as Client Liaison Officers.
• Actively participated in team meetings and training sessions, sharing knowledge gained from work experiences and staying current with developments in the field.

• Resolved client queries within agreed timelines
• Managed the Queries mailbox
• Coordinated transitions for designated clients.
• Drafted KRI reports
• Performed monthly quality checks.
• Attended client and internal meetings to address service issues and drive resolution.
• Developed strong relationships.
• Maintained detailed records of client interactions.
• Utilized active listening skills to identify client frustrations and ensure resolution accordingly

I started at Standard Bank Trustee Services in May of 2003, on a 2-month contract as a data capturer, assisting with their migration on to HiPortfolio; and left in October of 2009 by which point I held the position of Senior Supervisor. Responsibilities included:

Senior Supervisor

• Managed a team of Trustee Officers
• Acted as backup to the Operations Manager.
• Attended client meetings
• Ensured effective client query resolution.
• Drafted procedure documents
• Reviewed and released EFT payments.

Supervisor / Assistant Supervisor / Trustee Officer

• Progressed through roles, gaining experience in cash and scrip reconciliation, query resolution, and client interactions.
• Managed reconciliation items and collaborated with administrators, custodians, and auditors.