Management Customer Service
Resume:
- * - Confidential
PERSONAL DETAILS
SURNAME
:
Benjamin (nee De Beer)
FIRST NAMES : Tracey Semon
KNOWN AS : Tracey
CONTACT DETAILS : HOME TEL +27-21-836-****
WORK TEL N/A
CELL +27-71-820*-***
E-MAIL **********@*******.***
IDENTITY NO : 750-***-**** 087
NATIONALITY : South African
HOME LANGUAGE : English
OTHER LANGUAGES
: Afrikaans
INTRODUCTION
I am a young and ambitious woman who enjoys working with people. I am now looking for an employment opportunity that will provide me with exposure to a completely different and challenging experience. I work well on my own but I am a team player as well. I trust that with my experience and knowledge together with my personality and passion, that I would be a suitable candidate for the position offered. I send here my curriculum vitae for your perusal and await your soonest response. PROFILE
My sense of humor, high attention to detail, warm nature and free spirit make it easy for me to work well with others. Being an adaptable, optimistic type, I know how to make the best of any situation and my perseverance allows me to see anything through.
My credo is “do unto others…”
Treat people the same way you would like to be treated, and accept people for who they are. It’s all about respect and humanity.
OBJECTIVE
My objective is to work in an environment where I can extend my knowledge and enhance my strengths and to be a valuable asset to the organization.
I regard myself as a self – motivated, confident, and well balanced individual. My personality and temperament lends itself to my availability of a high degree of inter-personal skills. The aforementioned dictates the fact that I enjoy working with people, being it socially or in a working environment, as I concede that both the company and my success are inter-related. I believe that, given the opportunity, I will prove that I am more than capable of successfully completing any task/s that may be delegated to me.
Generally, I aim to do my best in all endeavours, serve others well and enjoy my successes. These I regard as pillars that justify a good life. They are applicable in marriages, career decisions, personal life, financial management and so on. With regard to my career, I think that the achievement of my goals would require an exploitation of growth opportunities and team work (where necessary). These are the traits that create good business and professional leaders across a range of disciplines. Confidential Page 2 1/11/2016
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GENERAL DETAILS
POSITION APPLIED FOR
:
SALARY PACKAGE REQUIRED : Negotiable
NOTICE PERIOD : 30 days
EARLIEST COMMENCEMENT DATE :
EDUCATIONAL PROFILE
NAME OF HIGH SCHOOL : Valhalla Senior Secondary School HIGHEST STANDARD PASSED
SUBJECTS PASSED
:
:
Martric (1994)
English (HG)
Afrikaans (HG)
Accountancy (SG)
Biology (HG)
History (SG)
Business Economics (HG)
COMPUTER SKILLS MATRIX
APPLICATION MONTHS EXPERIENCE LEVEL
MS Word
MS Excel
MS Access
MS Powerpoint
MS Outlook
ALEX
AWD (Automated Workflow Distribution)
60+
60+
36+
60+
60+
60+
60+
Advanced
Advanced
Intermediate
Advanced
Advanced
Advanced
Advanced
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EMPLOYMENT HISTORY
COMPANY
:
MOMENTUM EMPLOYEE BENEFIYS
POSITION HELD : Team Leader: Disability Administration Team FROM
: Sept 2012 – Current
DUTIES
COURSES COMPLETED
REASON FOR LEAVING:
:
Positively influencing team of administrators
Managing claim payment administration of Monthly Disability claims
Streamlining of processes
Managing job performance of team members
Ensuring adequate coaching and mentoring of staff members
Preparing reports for management and other parties
Monitoring adherence to service level agreements
Monitor workflow reporting
Ensuring that quality control in team is of a standard required
Chairing of team meetings
Performance management
Extensive knowledge of Employee Benefits monthly disability payroll and claim payment processing
Ability to operate independently and handle pressure
Lead and manage a team
Preparation and feedback of staff appraisals
Liaise with both internal and external clients
Broker visits as and when required
Contributing and influencing the output of team in alignment with Employee Benefits strategy / team objectives
Good communication skills
Planning and organizational skills
Attention to detail
Coaching and mentoring
Client Focus
Effective Assertiveness
People Management and Leadership
Conflict Management
Coaching
Current post
Confidential Page 4 1/11/2016
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COMPANY
:
MAXIM EMPLOYEE BENEFITS (PTY) LTD
POSITION HELD : Portfolio Manager
FROM
: Sept 2010 – December 2011
DUTIES
REASON FOR LEAVING:
:
Management of a team of 10 subordinates
Reports to Exco on a weekly basis
Management and control of team leave
KPI’s and target setting for each member
Monitor progress toward objectives and adjust plans as necessary to reach Key Performance Indicators
PDP for each team member
Planning – statistics for each week so as to ensure that targets are met
Avoids crises through systematic planning and follow through
Interviewing of new recruits
Claims report presentations for Trustee and client meetings
Analysing of broker reports
Payment release authorization
Management of death claim procedures
Facilitation of project prioritization
Resource allocation
Manage the diverse expectations of clients
Acting as an interface to the market thereby providing the team with information regarding market activity and any news worthy events and their possible impact
Contribution to macro view and investment strategy
Building and maintaining relationships with market participants (internal and external)
Input into the development of risk analytics for all portfolios
Maintaining strategy documents and trade lists
Member of the investment team
Specific responsibility for existing portfolios
Assisting with the analysis of the company's pension fund
Training staff on key elements
Client Focus
Relocation to Cape Town.
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COMPANY
: MAXIM EMPLOYEE BENEFITS (PTY) LTD
POSITION HELD : Legal Assistant
FROM
: Jan 2008 – August 2010
DUTIES
REASON FOR LEAVING:
:
Prepare weekly work via the task list
Follow ups via correspondence to the FSB, SARS and consultants
Maintain & build client relationships with FSB, SARS and consultants
Drafting of rules, special rules & amendments
Responding to outstanding matters with the FSB & SARS
Prepare weekly production report for monitoring purposes & submit to management
Audit all legal files, scanning & follow up on missing correspondence
Prepare correspondence to be delivered to the FSB on a weekly basis
Ensure all rules & amendments are sent to the relevant consultant for signature
Ensure all rules & amendments are submitted to the FSB & SARS
Investigate & monitorall death claims
Resolution drafting
Assist principal consultants, principal officer & chairman
Submission of death claim investigation reports to chairman, principal officer, consultants & trustees
Investigating & responding adjudicator complaints with regard to death claims, withdrawals & benefit statements
Supporting & assisting consultants with legal matters
Training consultant with regard to section 14 process Promoted to a Portfolio Managers
Confidential Page 6 1/11/2016
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PREVIOUS EMPLOYMENT
COMPANY
:
GLENRAND MIB
POSITION HELD : Legal Compliance Administrator & Consultant FROM
: December 2005 – December 2007
DUTIES
:
Provide support for an existing portfolio
Prepare for & action items after the trustee meetings, as well as manage the day to day requests from clients
Manage client affairs in a methodical & logical manner, keeping all stakeholders & administration areas informed of developments at all times
Client retention through client satisfaction
Assist with PI claims
Assist team members with correspondence to clients
Create reports on all outstanding invoices
Constant communication and follow up with the
accounting department
Minute taking & preparation of those minutes after the meeting
Update intranet with the latest and up to date information
Customer support & client service to both internal & external clients
Administration of 6 pension & provident funds
Product marketing to prospective investor
Death & funeral claims
Withdrawals & disabilities
Reconcile bank accounts & set up trustee resolution
Administration & audit reports as well as daily planning
Collation of all information & correspondence so as to resolve queries and claims
Administration of benefit funds and termination of funds
Transfer of members of terminated funds
REASONS FOR LEAVING
:
The company was being taken over by ABSA.
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PREVIOUS EMPLOYMENT
COMPANY
POSITION
YEAR
DUTIES
REASON FOR LEAVING:
NBC ADMINISTRATORS
PENSION FUND ADMINISTATOR
November 2004 –November 2005
Acted as a Team lead
Reconcile Bank Accounts er
Dealing with internal and external clients telephonically
Set up and attend Trustee Meetings
Training new staff
Training staff on procedures
Daily Planning
Working hand in hand with management
Making sure all dead lines are kept and met
Assisting team members with queries and supporting the Team
Implementing A Buddy, buddy system
Ensure all deadline are met
Cheque Releases
Production Reports
Gathering and Collating information to resolve all queries
Processing and Distribution Monthly updates
Distributing and uploading all mail
Cleaning up the data base. i.e. journals and back logs
Set up meetings with existing clients – to ensure the service they are receiving meets their standards, to resolve outstanding matters and better working procedures
Terminations of Funds
Transfer Members of terminated funds
Administer a Provident Fund of 20 000.00 Members
New Entrants
Death Claims
Funeral Claims
Withdrawals
Disabilities
Quality assessor
In search of better career prospects and opportunities Confidential Page 8 1/11/2016
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COMPANY :
OLD MUTUAL INSUARNCE
POSITION HELD : Unit Trust Specialist & General Administrator FROM
: March 1995 – October 2004
DUTIES
:
UNIT TRUST AND ANNUITY ADMINISTRATOR
Administration of retirement annuity products
Processing of switches, redemption, transfers and new business
Dealing with maturities, early retirement funds & surrenders
Requesting tax directives from SARS
Loans & claim processing
Effecting changes on clients’ annuity policy payments
Reconciliation of bank account funds
Providing quality service to all clients on all levels
Resolving and communicating on pending matters.
Ensuring that SLA is kept and met for all workflows
Investigating and resolving all queries relating to the different processors.
Communicating to internal and external clients via email, telephonically and face to face.
Gathering and Collating information to resolve all queries.
Distribution and uploading all mail.
Cleaning up the data base.i.e journals and back logs.
Improving process changes
Organization of team functions
Self direct training
Monthly productivity report
Ensuring all legal compliance has been met.
Completed First Aid levels 1, 2 and 3
BUSINESS/WILL ADMINISTRATOR
Processing new business & withdrawals
Dealing with internal & external clients
Daily statistics
Planning & monitoring teams’ daily output
Written correspondence for clients, brokers, intermediaries & branches
Preparation & editing of correspondence to all clients
Processing of all switched & transfers
Preparation of will drafting
Liaison with brokers, financial advisors
Database cleanup
Responsible for safe storage of all legal documents
Filing of all documents (new & old)
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Updating & maintaining the mainframe with financial advisor details
Preparation of statistics on a monthly basis for management
Dealing with all banks
Building good relationships with the banks telephonically & via correspondence
Daily spreadsheet updates
Running all financial reports for management
Drafting of Service Level Agreements with all banks CLIENT SERVICES AGENT
Client support
Dealing with internal & external clients
Providing quality & efficient service for all clients
Developed the Client Voice Project so as to add value to customer service
Providing agents with information on a daily basis to enhance their knowledge regarding systems & funds
Update clients’ information on mainframe
Training all new staff
Assisted in setting up the help desk
Received the STAR AWARD for Client Service Excellence
Attended a telecare course & business sense
Processing all new business & selling of unit trust
Transferring & switching of funds
Attended a fraud workshop
Verifying & checking all work types
Releasing of all payments
REASONS FOR LEAVING:
Located to Johannesburg
I HEREBY CERTIFY THAT THE ABOVE INFORMATION IS TRUE AND FACTUAL SIGNATURE
T.S. Benjamin
Contact this candidate