Manager Services / Risk and Compliance / Quality Assurance / Assistant
Resume:
Shanday van Wyk
*******.******@*****.***
South African Drivers Code 08
Would you rather fight a skunk the size of a horse or 100 horses the sizes of skunks? And why? I would prefer to fight a skunk the size of a horse. Simply because one skunk equals one problem. I would have more control over the situation and the problem could can be divided into "bite-size" puzzle pieces and resolved individually to contribute to the overall desired result of solving the problem as a whole. Ask your previous manager to describe you in one sentence:
"Shanday is a highly effective business associate with a strong acumen for data analysis and blue-sky problem resolution. Her key competencies include people management, quality auditing as well as risk and compliance. She is always forthright in her approach and values transparency in her interactions"- Prean Govindasamy. Department Manager Customer Services, Edcon.
Ask a colleague to describe you in ONE WORD:
"Honest"- Elsie Vorster, QA Manager Edcon
Ask one of your direct reports to describe you in one sentence:
"You are strong, accurate straight forward and very punctual"- Tylene Padayachee. Customer Services Associate, Edcon
Ask a family member to describe you in one sentence:
"Shanday is a kind but strong woman who's loyalty, commitment and fun nature makes her someone you want in your life"- Jenelle Bossert, 1st cousin.
Ask a friend to describe you in one sentence:
"You are honest, reliable, motivated, goal driven, both personally and towards your company goals"-Terry Lishman, UK
Employment History
Edcon Pty Ltd
Length of Service
November 1991 to August 2020
Last Position Held
Risk and Compliance Assistant
Edcon Thank U Digital Operations
Risk and Compliance Senior Analyst
Accenture Services Pty Ltd
October 2019 to February 2020
Responsibilities:
• To ensure the various departments and staff are operating within the requirements of the various laws that govern the granting of credit such as POPI act, POCDATARA, NCA, CPA, Anti- money laundering act, Sanctions, Anti-bribery and corruption.
• Assess vulnerabilities, Prioritise and Manage Business Risks through regular auditing. Accenture Services Pty Ltd
Senior Analyst aka Team Manager
July 2015 to October 2019
2
Accenture Services is a leading global professional services company providing services to strategy, consulting, interactive, technology and operations with superior digital capabilities to a wide range of clients. Edcon out-sourced their inbound and out-bound collections call centre. I managed a team 11 staff and the inbound call centre of approximately 130 staff is was managed on the 75/20 principal; as well as keeping our abandoned call rate within the international standard of 3%. My team was part of a sub-department developed to retain customers as account holders. The duties listed below were carried over from Edcon to Accenture from July 2015 to February 2020. Edcon Financial Services
Team Manager
July 2006 to July 2015
Responsibilities
• Customer Service Delivery
• Performance Monitoring and Management
• Market Intelligence – Financial Services and Account Retentions
• Risk Monitoring and Management
• People Management – Shift scheduling, Absenteeism, Performance and Training management
• Auditing, Coaching, Mentoring and Guiding direct reports to achieve required standards
• Forecasting based on current and previous year’s performance
• Recruitment of new agents as required to fill vacancies
• Compiling daily stats team feedback and to submit to executives Call Centre Agent
Edcon Financial Services
November 1998 to July 2006
Responsibilities
• Telephonic handling of queries on the inbound call centre
• Providing quality service and prompt resolution
• Timeous follow up and feedback provided to customer within required turn-around Collections Agent
Edcon Financial Services
November 1991 to 1998
Responsibilities
• Telephonic Debt Recovery
• Arrangement of payment plans
• Follow up on Payment promises not met
Qualifications
RE 5 Regulatory Examination March 2012 – Leselo Examination Body Certificate in Financial Products FAIS 2014 - NQF 4 – Milpark Business School Standard 10 with Matric Exemption (SM)
Grosvenor Girls’ High School
December 1990
Skills
• Analytical thinking
• Attention to detail
• Change leadership
• Building organizational capability
3
• Coaching and Developing
• Communication and Influence
• Customer insight and focus
• Process orientation
• Relationship building
• Team leadership
• Negotiation skills
Strengths
My top 10 of 34 strengths have been determined by the CliftonStrengths from GALLUP.
• Connectedness
• Intellection
• Responsibility
• Deliberative
• Consistency
• Input
• Learner
• Belief
• Context
• Restorative
Languages
English – Read / Write and Speak
Afrikaans – Read with the aid of Google Translate.
Learning to speak/read and write Spanish during lock down Ineterests and Hobbies
I lead a healthy lifestyle working out regularly. My interests include Reading, Creative arts and Gardening. References:
Delreese Ismail
Risk and Compliance and Services Lead
Prean Govindasamy
Customer Services Department Manager
Elsie Vorster
Quality Assurance Manager
Availability
Ready to Work
Contact this candidate