VERONICA WENTZEL
Team Leader
Johannesburg,GP
Summary
As a dedicated and results-driven Team Leader, I excel in guiding teams to achieve their goals through effective communication, strategic planning, and a collaborative approach. With a proven track record of successfully managing projects and leading diverse teams, I am adept at fostering a positive work environment that encourages innovation and productivity. My strong organizational skills and ability to solve problems and make informed decisions ensure that projects are completed on time and within budget. I am committed to continuous improvement and thrive in dynamic, fast-paced settings where I can leverage my leadership skills to drive success.
Overview
27
27
years of professional experience
Work History
Team Leader
FNB Stockbroking
04.2016 - Current
- 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.
- Evaluate team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Client Liaison Officer
FNB Stockbroking
12.2010 - 03.2016
- Implementing strategies for improving customer retention rates by proactively addressing potential issues before they escalated into larger problems.
- Completing administrative tasks such as receiving and processing documents, submitting payments, and distributing correspondence.
- Managing client portfolios, ensuring that all relevant data was up-to-date and easily accessible for internal stakeholders.
- Adapting communication styles to match the preferences of individual clients, leading to enhanced rapport and trust.
- Contributing to the development of marketing materials tailored to specific client segments, increasing overall brand visibility.
- Enhancing client relations by addressing concerns and providing timely solutions to issues.
- Collaborating with internal teams to ensure prompt delivery of products and services, exceeding client expectations.
- Tracking client satisfaction levels using surveys and feedback mechanisms, implementing improvements as needed.
- Helping large volumes of customers every day with a positive attitude and focused on customer satisfaction.
- Utilizing active listening skills to identify customer needs and provide appropriate solutions.
- Maintaining accurate record-keeping with proactive attention to client information updates.
- Collaborating with other departments to develop ways to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Meet customer call guidelines for service levels, handle time and productivity.
- Educating customers about billing, payment processing and support policies and procedures.
- Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Training staff on operating procedures and company services.
- Maintaining strict adherence to industry regulations, minimizing risk exposure for the organization.
SLB Administrator
Finsettle
09.2009 - 11.2010
- Managing the daily processing of securities lending and borrowing transactions.
- Ensuring that adequate collateral is maintained for all securities on loan.
- Coordinating the settlement of securities lending transactions to ensure timely and accurate completion.
- Performing regular reconciliations of securities lending positions and resolving any discrepancies.
- Preparing and distributing reports on securities lending activities to internal and external stakeholders.
- Ensuring all activities comply with regulatory requirements and internal policies.
- Providing support to clients and responding to inquiries related to securities lending transactions.
- Identifying and mitigating risks associated with securities lending activities.
- Ensuring accuracy in transaction processing and reporting.
- Analyzing data to identify trends and discrepancies.
- Effectively communicating with clients, counterparties, and internal teams.
- Managing multiple tasks and deadlines efficiently.
- Using financial software and systems to manage securities lending activities.
Accounts Clerk
Finsettle
01.2007 - 08.2009
- Financial Record-Keeping: Maintain and update financial records, ensuring accuracy and completeness.
- Processing Transactions: Handle accounts payable and receivable, process invoices, and manage expense reports.
- Reconciliation: Reconcile bank statements and financial discrepancies by collecting and analyzing account information.
- Data Entry: Enter financial data into accounting software and ensure all transactions are recorded correctly.
- Report Preparation: Assist in preparing financial reports, budgets, and statements.
- Administrative Tasks: Perform basic office tasks such as answering phones, responding to emails, and filing documents.
- Compliance: Ensure all financial transactions comply with company policies and relevant regulations.
- Support: Provide support to the accounting team and assist with audits and other financial reviews.
Personal Assistant
SABC
06.2006 - 12.2006
- Office Management:
- Establish and maintain good relations with staff, management, and stakeholders.
- Manage the executive's diary, including scheduling meetings and events.
- Handle correspondence, ensuring timely administration and approval.
- Coordinate and monitor office resources to ensure everything is in working order.
- Address client complaints and inquiries effectively.
- Logistical Arrangements:
- Arrange and coordinate special events, functions, seminars, conferences, and workshops.
- Manage travel logistics, including flights, car hire, and accommodation.
- Document Management:
- Prepare and manage documentation accurately and timely.
- Maintain an effective filing system for easy retrieval of information.
- Ensure sensitive documents are managed appropriately.
- Administrative Support:
- Provide administrative and logistical support to the executive's office.
- Screen calls and manage communications to and from the executive.
Sales Co-ordinator
Arrowana International Marketing
08.2004 - 05.2006
- Sales Support: Assist the sales team with day-to-day tasks, including preparing sales proposals, responding to customer inquiries, and processing orders.
- Customer Relations: Maintain and develop relationships with clients, ensuring their needs are met and addressing any issues or concerns.
- Order Management: Oversee the order process from start to finish, ensuring timely delivery and accurate fulfillment of orders.
- Market Analysis: Monitor market trends and competitor activities to provide insights and recommendations for sales strategies.
- Documentation: Maintain accurate records of sales activities, customer interactions, and inventory levels.
- Coordination: Liaise with other departments, such as logistics and production, to ensure smooth operations and resolve any issues that may arise.
- Reporting: Prepare regular sales reports and presentations for management, highlighting performance metrics and areas for improvement.
- Compliance: Ensure all sales activities comply with company policies and industry regulations.
Clerk and Customer Services Representative
First National Bank
12.1998 - 07.2004
- Data Entry: Inputting data into computer systems and maintaining accurate records.
- Filing and Documentation: Organizing and maintaining files, both physical and digital.
- Processing Transactions: Handling financial transactions, such as invoicing and payments.
- Customer Interaction: Assisting customers with inquiries and providing information.
- Administrative Support: Performing general office duties like answering phones, scheduling appointments, and managing correspondence.
- Inventory Management: Keeping track of office supplies and ordering new stock as needed.
- Handling Inquiries: Managing incoming calls and customer service inquiries.
- Problem Resolution: Addressing and resolving customer complaints and issues.
- Sales Support: Generating sales leads and promoting products or services.
- Customer Interaction: Providing product and service information and assisting with orders.
- Record Keeping: Documenting customer interactions and transactions.
- Feedback Collection: Gathering customer feedback to improve services and products.
Education
BBA - Business Management
MILPARK BUSINESS SCHOOL
South Africa05.2025
Skills
Teamwork and collaboration
Adaptability and flexibility
Work planning
Analytical thinking
Effective communication
Conflict resolution
Problem-solving abilities
Time management abilities
Timeline
Team Leader
FNB Stockbroking
04.2016 - Current
Client Liaison Officer
FNB Stockbroking
12.2010 - 03.2016
SLB Administrator
Finsettle
09.2009 - 11.2010
Accounts Clerk
Finsettle
01.2007 - 08.2009
Personal Assistant
SABC
06.2006 - 12.2006
Sales Co-ordinator
Arrowana International Marketing
08.2004 - 05.2006
Clerk and Customer Services Representative
First National Bank
12.1998 - 07.2004
BBA - Business Management
MILPARK BUSINESS SCHOOL