Operations Administrator First National
Resume:
CURRICULUM VITAE OF MRS VENORA BERNADINE SMITH
Brief introduction about myself.
I believe in doing anything the first time right and have a passion in what I am doing to make it a success
SURNAME: Smith
FIRST NAME/S: Venora Bernadine
RESIDENTAL ADDRESS: Unit 1
Pauls Flats
44 Popular street
Lenasia Ext 4
NATIONALITY: South African
HOME LANGUAGE: English, Write, Read and Understand.
OTHER LANGUAGES: Afrikaans.
IDENTITY NUMBER: 700**********
MARITAL STATUS: Divorced
GENDER: Female
CELL PHONE: 081*******
HOME TEL: N/A
HEALTH: Excellent.
VOCATIONAL STUDIES
Name of Institution: The Facilitation Workshop
Name of Faculty: Banking
Year: 2015
Qualification: NQF level 5
EDUCATIONAL ACCOMPLISHMENTS
High School Attended: Silver Oaks Senior Secondary High School
Highest Standard Passed: Matric
Year: 1987
Subjects: English
Afrikaans
Business Economics
Home Economics
History
Biology
Skills and Achievements.
Skills * Computer skills (Word, Powerpoint, Internet Explorer)
* Telephone skills Techniques
*Communication Skills
*Sales skills
*Time Management
*Negotiation Skills
*Listening & Problem Solving Skills
*BYC Aqua QA Management tool
* Good training skills
Achievements:
*Coach the Coach Certificate
*Excel and Word Certificates
NQF Level 5
Work Experience
Company Name
FNB
Department
FNB Loans
Position
Quality Assuror
Duration
September 2018- March 2021
Duties
QA assessments on Direct Axis sales applications for FNB Loans and FNB Loans applications fulfillment (Operations QA)
Monitoring if the correct procedures were followed
Suggest and drive motivation
Monitor and assess compliance with set processes, practices and procedures.
Deploy quality management tools.
Provide support and act as a feedback channel for quality issues to team leaders and manager.
Identify and analyze trends, draft and implement appropriate intervention, communication and feedback processes.
Building relationships with agents.
Leasing with other Quality Assessors and management to see on the best practice.
Coaching and mentoring agents for improvement.
Assisted with the training of the new DA agents on the Quality assurance aspect of FNB Loans
Contact person
Chanel Lottering – 087-***-****/083*******
Company Name
FNB
Department
FNB Sales and Service Contact Centre
Position
Quality Assuror
Duration
September 2017 - August 2018
Duties
QA assessments on FNB sales and service calls
Monitoring if the correct procedures were followed
Suggest and drive motivation
Monitor and assess compliance with set processes, practices and procedures.
Deploy quality management tools.
Provide support and act as a feedback channel for quality issues to team leaders and manager.
Identify and analyze trends, draft and implement appropriate intervention, communication and feedback processes.
Building relationships with agents.
Leasing with other Quality Assessors and management to see on the best practice.
Coaching and mentoring agents for improvement.
Training agents on quality assurance
Contact person
Shelton Bennett – 078*******
Company Name
FNB
Department
FNB Loans
Position
Quality Assuror
Duration
1 July 2010- August 2017
Duties
QA assessments on fulfillment (Operations QA)
Monitoring if the correct procedures were followed
Suggest and drive motivation
Monitor and assess compliance with set processes, practices and procedures.
Deploy quality management tools.
Provide support and act as a feedback channel for quality issues to team leaders and manager.
Identify and analyze trends, draft and implement appropriate intervention, communication and feedback processes.
Building relationships with agents.
Leasing with other Quality Assessors and management to see on the best practice.
Coaching and mentoring agents for improvement.
Contact person
Vanessa Mothilal – 071*******
Company Name
First National Bank Smart Product House
Industry
Operations
Position
Team Leader
Duration
1 July 2009 to 30 June 2010
Duties
Overseeing 20 staff members
Staff related issues
Allocating work of different queues.
Admin.
Time and Team Management.
Performances
Recons
Bank rejections
Functioning of department
Process flows
External and Internal Queries
Payout of loan applications
Monitoring of work flow on queues
Position
Operations Administrator
Duration
1 October 2005 to 30 June 2009
Contact Person
Daniel Mpshe- 087*******
Duties
Recons
Bank rejections
External and Internal Queries
Reloading of declined applications
Declining for applications longer than 10 days
Investigating rejected loans
Assisting branches and BDO’S with complaints and queries.
Assisting call center with queries
In house training where required within department.
Decline request from call center.
Assists with processing and paying out loan applications
Identify staff errors, rectify them and hand over to QA.
Checking and updating disbursement Reports.
Do midmonth and month end lifestyle conversions.
Contact this candidate