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Process Analyst Legal Secretary

Location:
Cape Town, Western Cape, South Africa
Posted:
July 30, 2021

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Resume:

Career Profile

SHARNA OAKER

PERSONAL PARTICULARS:

Full names: Sharna Oaker

Date of birth: 30 April 1984

ID Number: 840-***-**** 087

Gender: female

Nationality: South African Citizen

Marital status: Married

Residence: 7 Clarewyn Road, Lansdowne, Western Cape, 7780

Drivers Licence: Yes, own car

Language: English, Afrikaans

CONTACT DETAILS

Mobile: 082-***-****

E-mail (home): adny0l@r.postjobfree.com

PROFESSIONAL DETAILS

QUALIFICATIONS:

Certification: Certificate in Conveyancing Practice and Finance 2018

(SA Law School)

Certification: Diploma in Hotel Operations and Management 2004

Certificate of Unit Credits towards the Diploma in Reception Operations and Services

Certificate of Unit Credits towards the Diploma in Food and Beverage Service

Certificate of Completion in Fidelio 7.13 Practical Operator Training Module

(City and Guilds International – The Institute for Hospitality and Management)

Certification: Certificate in Information Processing and Software Applications 2002

(Access Computer Training Centre)

Grade 12: Windsor High School 2001

(English HG, Afrikaans HG, Physical Science HG, Biology HG, Home Economics HG, Mathematics SG)

COMPETENCIES:

Proficient in: Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Microsoft Internet Explorer

Microsoft SharePoint

Omega product platform

Automated workflow distribution (AWD)

Business Process Management (BPM)

Lucid chart diagram & flow mapping

Oracle (HR)

Googledocs

General skills: Attention to detail

Accuracy, Time management, Productivity

Practical and theoretical knowledge of Protection, Investments and Retirement Annuity products

Knowledge of legislative acts which governs the Financial Services industry (FAIS, FICA, FATCA, AML, etc.)

Delivery within a high performance team environment

Writing and communication skills

Problem solving / query resolution

Data analysis

Process flow mapping

Systems Thinking Methodology

Data Capturing

SUMMARY

I am accountable for managing my own time and through this have excellent time management skills. I would say I am technically strong and have good analytical skills. I believe that knowledge is imperative for the growth of an individual and therefore always eager to take up new challenges and learn new things. I am a quick learner and I believe that when performing a task or duty, it should be done to the best of my ability. I am able to work independently as well as within a team.

CAREER RÉSUMÉ TO DATE

JULY 2018 – MARCH 2020 OLD MUTUAL

ROLE

PROCESS ANALYST (CAPABILITY CLUSTER DIGITAL & DATA)

Enhance the value of customer digital touch points by understanding preferences and what matters to customers about their demand.

Perform telephonic interviews with customers.

Understanding the reason customers place a demand on Old Mutual systems and the problems they experience.

Develop a data matrix using Excel presenting customer’s feedback.

Data analysis using Systems Thinking Methodology (The Vanguard Method) for onboarding and servicing of customers.

Identify value, failure, type, frequency and capability of response of demands.

Digitalize end to end customer journeys, delivering value to customers.

Work closely with experience designers & solution delivery to ensure the customer data is incorporated into designs.

Review & assess designs to ensure customer demands will be met by solution delivered.

Enable a full range of Old Mutual products & services to customers through digital platforms.

MAY 2004 – MARCH 2018 OLD MUTUAL

ROLE

SENIOR ADMINISTRATOR (OMEM CST RETAIL CLAIMS – NEW BUSINESS SOLUTIONS)

New Business Solutions administers customer applications received for Insurance, Investment and Retirement Annuity products offered by Old Mutual.

The objective of this department is to accurately transfer information from the applications received onto the Old Mutual databases and assess the customer’s application, for approval within service levels agreed.

My main duties and responsibilities:

-Ensure quality control by assessing policy applications submitted and performing a quality review. This required me to be extremely detail orientated.

-Responsible for guiding and mentoring junior administrators to deliver high quality outputs.

-Assisted with queries from customers and intermediaries regarding the policy applications submitted and assessed, therefore providing direct and indirect service to customers and intermediaries.

-Responsible for queries/requests received and responded to the submitter with details of the actions that I had taken to resolve the query/request. This function required me to be highly skilled on all the New Business processes and products in order to accurately deal with and respond to queries and escalations received.

-Accountable for delivering on daily production and quality standards, which contributed to the business performance.

I worked within a team environment which included working towards team goals, participating in decision making, co-operating & assisting others when needed.

AUGUST 2003 – DECEMBER 2003 VICTORIA JUNCTION PROTEA HOTEL

ROLE

WAITRON

Restaurant Hostess

Waitress

Event Planning support

Banqueting waitress

Room Service attendant

NOVEMBER 2002 – JUNE 2003 EFFECTIVE ELECTRICAL

ROLE

RECEPTIONIST

Reception duties, typing documents, appointment scheduling.

Filing, faxing and general administrative functions

2002 SOHN, GORDON, MARTINS, BRANFORD

ATTORNEYS AND CONVEYANCERS

ROLE:

LEGAL SECRETARY

Reception duties, typing documents, filing, faxing and general administrative functions.

REFERENCES

1.Sameera Kajee

Company: Old Mutual

Position: Manager

Work: +27-21-504-****

2.Racquel Schenck

Company: Old Mutual

Position: Team Leader

Work: +27-21-504-****

3.Chantal Monnery

Company: Old Mutual

Position: Team Leader

Work: +27-21-504-****



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