Branch Manager Call Centre
Resume:
Dear Sir / Madam
I write in response to your advert. Enclosed is my job application, my curriculum vitae, certification and references. As a highly competent (post advertised if the same as your current one else put your current post), l would bring a resourceful, flexible, and hardworking attitude to this role.
Additionally, l am adapt at
Managerial Skills
Communication Skills
Organisational Skills
Flexibility
Time Management
Please see my CV for additional information on my experience
I can be reached anytime via e mail at ***********@*****.*** or 076-***-****/ 014-***-****/2669.
Thank you for your time and consideration. I look forward to speaking with you about this employment opportunity.
Regards
Esther Morodi
PERSONAL DETAILS
Personal Information
Name
Esther
Surname
Morodi
Driver License and Own Transport
Drivers’ License and own transport
Nationality
South African
Languages
English, Zulu, Pedi, Sotho
Contact numbers
Email address
***********@*****.***
EDUCATION DETAILS
Qualification
Institution
Period
Higher Certificate in Bookkeeping
Rosebank College
2018
Certificate in Office Administration
Rosebank College
2009
Certificate in Office Computing
Rosebank College
2008
CTU
Software Development
Still Studying
Matric
Eletsa Secondary School
2005
Other Courses
Institution
Period
Higher Certificate in Banking
Cornerstone
2015
GCP Introduction Course
BCompliant CC
2016
Call centre customer services training
One Collect
2009
EMPLOYMENT SUMMARY
Company
Employment Dates
Position
Capitec Bank
2019 to date
Branch Manager
Capitec Bank
2016 – 2019
Assistant Branch Manager
Madibeng Centre For Research
2012 - 2013
Financial Assistant
Capitec Bank
2011 – 2015
Service Consultant / Assistant Branch Manager
One Collect
2009 – 2011
Call Centre Consultant
RG Brose Automotive Components
2007 – 2008
Machine Operator
Name of Company
Capitec Bank
Employment Dates
19 November 2019 to Date
Position Held
Branch Manager
Duties and Responsibilities:
Business Optimisation
Analyse daily/weekly/monthly reports.
Client Acquisition Telemarketing (referrals obtained and follow-up calls): Monitor progress throughout the day. External marketing: Local / Rural promotions (where no brand activation team) BM Presentations: As agreed with: RM and aligned with Employer Sales. Client Optimisation. Telemarketing (weekly campaign): Monitor progress throughout the day. Arrears Salary Date Management (when required) .Understand NTHP principles Cost Management Controllable Expenses.
2. People
DBV Preparation Performance Appraisals Coaching Follow-Up Coaching On the Job Training. Disciplinary Actions Observations of Individual Performance. Monthly Client Service Evaluations. MOS Plan monthly resources .Update Weekly Roster for the next month Allocate daily resources. Update the Day Planner Board. Start Up Meeting: Communications Review branch performance on the key focus areas. Review status of corrective actions Discuss plan for the day Training / Team Learning / Essential Learning. Team Learning Prepare for conference call with RM (Weekly). Pulse meeting with RM (Weekly) Attend monthly BM meeting Admin – Leave/ Registers/ Rosters/ Recruitment Interviews.
3. Quality
Time after Service Central verification: Central verification corrective action – preparation. Central verification corrective action - Quality Control/ Coaching Client Service Survey Evaluation4. Service. Branch look and feel Inside/ outside branch People Branch flow Daily checks before Start of Business. Ticket Printer, Printer Checks.ATM Inspection SC workstation devices (ensure devices are clean and hygienic for clients to use i.e. biometric reader, card reader etc.) Time To Service Service management - manage branch flow, SLA and queue - manage contingencies after system issues. Inform clients about the best way to bank: Show interested clients how to connect to the Wi-Fi (applicable to selected branches with a Wi-Fi hotspot) or 3G to download the app while they wait. Time Of Service Understand, observe and evaluate the application of the Behavioural Model by observing the following: Behaviour: (Client comes first) Serve with Energy/ Enthusiasm .Selling Skills (Personal Touch).Link, Hook and Proceed .Connecting to the client/ use of checklist .Sell Global Online item discussions on the cost comparison Knowledge (Inform & Add Value) Serving the client based on the process and roadmap. Explaining the features and benefits provide the client with options. Provide feedback on selling techniques, if applicable and service fundamentals Approve credit above consultant mandate Assist clients if required, Meet new clients, Answer phone calls.
Time After Service
Quality – Central Verification – Next Day (refer to section 2 - People) Scheduling – MOS – Planning (refer to section 2 - People) 5. Efficiency Administration CNet / Emails Card Stock Management Security (Alarm Testing and Setting, Key register etc.) Monthly Admin (e.g. BM report/ Stationary Order/ OHSA Questionnaire) Custodian of Record (Strack) Deposits Teller Float Cheque Deposit at external bank Drop safe clearance, Cash Acceptor clearance, ATM Clearance Drop safe discrepancy investigations Adherence to branch processes. Audit - Adherence to policies and procedures Company policy and risk compliance
Name of Company
Capitec Bank
Employment Dates
01 October 2016 – 18 November 2019
Position Held
Assistant Branch Manager
Duties and Responsibilities:
Business Objective: People
oTeam: Supervisory skills – working well with the team with regards to communication, discipline, support and motivation. Understanding, embracing and effecting change.
oPeople development: Identifying coaching opportunities and referring them to the Branch Manager.
oOn-boarding of new Service Consultant –buddying the SC’s through the site assignment and Apprentice Phase.
oSuggesting new ideas and improvements to the business.
oImplementing actions as identifies during the detailed branch visit (DBV) process that requires ABM responsibility.
Service :
oEnsuring the consistent application of the behavioural model.
oUnderstanding and application of HEAT in situations of conflict (team or client).
oAssessing service and the use of resources in the branch. Having adequate staff for the day.
Business Optimisation
oClient acquisition: monitoring the execution and quality of telemarketing activities to identify coaching opportunities and referring these to the BM.
oClient optimization: Ensuring that the SC consistently applies the selling steps incorporated in the selling model. Ensuring that the SC’s can handle objections.
oArrears: Managing arrears by doing loan reviews, central verification, ensuring the accuracy of net take home pay (NTHP) calculation.
oBusiness acumen: Action reports – interpreting and understanding action reports. Identifying root causes for gaps and building action plans in consultation with the BM to close these gaps.
Planning
oUnderstanding the MOS Planning Tool principles and how to apply these for the efficient planning and utilisation of resources.
General Administration
oAttending to daily, weekly and monthly administration.
oManaging branch administration
oCompleting additional administration tasks.
Name of Company
Madibeng Centre For Research
Employment Dates
January 2016 – September 2016
Position Held
Finance Assistant
Duties and Responsibilities:
Responsible for assisting with finance and administrative functions in order to ensure that basic administrative duties are maintained for the Principal Investigator, site manager and Bookkeeper.
Assist to overview completion of time sheets, ensure appropriate documentation exists for leave and overtime taken, ensure teltrace (telephone bill) reimbursements to staff occur and interact with staff with inventory assessment.
Work close with the bookkeeper, maintaining the asset register, petty cash, cashing of cheques and assist the bookkeeper with reviewing timesheets, leave, maintaining financial files and employee files, gathering quotes. Serve as a backup Bookkeeper when on leave.
oPayments of suppliers
oSalaries and all salary related tasks
oWork on QuickBooks
oOverview of reception activities and all queries received from the public.
Distribute participants travel money to the receptionist on a daily basis, overview all travel money distributed by the receptionist and overview the log kept by the receptionist. Serve as a backup receptionist when on leave.
Place purchase orders with supplier and resolve all related queries (e.g. payment of invoices in conjunction with the accountant).
Governmental Organizations (SARS, Social Development, Compensation Commissioner, UIF department etc.) –Provide necessary financial information.
Manage the use of the company vehicle and check that it is roadworthy and well maintained. Manage the petty cash – distribute petty cash money between petty times. Filling in of petty vouchers and gathering of receipts.
Ethical Standards – maintain confidentiality of staff and company information.
Serve as a secretary at the companies’ meetings –compile minutes accurately to the PI within 1 week. Assist with gathering of quotes for budget proposals and purchases purposes were required.
Reconcile all supporting documentation, receipts, petty cash, bank payments and month end documents. Filling for all supporting documents, receipts, petty cash documents and all administrative documents.
Name of Company
One Collect Pty Ltd (SA Multi Loans)
Employment Dates
March 2009 – July 2011
Position Held
Call Centre Consultant
Duties and Responsibilities:
To do monthly pay date confirmations for the listed companies.
Soft calling clients to make arrangements on their arrears and rescheduling their debts.
Giving clients advise on how to maintain their accounts. Also assist clients who need extra cash to do manual top ups.
Record all clients’ feedback on the CRM (Customer Relation Management) System.
CURRENT OBJECTIVE
I have an interest in Finance, Management, Administrative and Secretarial posts. I’m dedicated to the profession, I desire to learn and grow in it. Currently, I’m pursuing to be an Accountant and I am currently studying with UNISA for my Bcom Degree. I also enrolled with Rosebank College and did a Higher Certificate in Bookkeeping in order gain more experience in this field of accountancy and also in hope that I can get an opportunity to enhance what I have learned. I also strive to enhance my working capacities, professional skills, business efficiencies and serve my organization in best possible way with sheer determination and commitment.
SKILLS MATRIX
Product
Version
Competence
Experience
Sage Pastel
User accounts and recovery
Relevant training
3 months
MS Windows
Windows 2010
Well versed with the product
12months
MS Word
Windows 2010
Well versed with the product
08 years
MS Excel
Windows 2010
Well versed with the product
08 years
MS Outlook
Windows 2010
Well versed with the product
08 years
MS PowerPoint
Windows 2010
Well versed with the product
3 years
Applications & Tools
BCEPS
NA
Well versed with the product
09 months
Other Skills
QuickBooks
NA
Well versed with the product
03 months
REFERENCES
Name
Mrs Sibongile Toba
Organization
Capitec Bank
Occupation
Branch Manager
Contact Number
(012-***-****/ 076
Name
Mr Thembalani Mema
Organization
Madibeng Centre For Research
Occupation
Data Manager
Contact Numbers
Name
Mrs Mabutsi Phetla
Organisation
One Collect Pty Ltd
Occupation
Head of Department
Contact Number
Name
Mr Lazarus Seloma
Organisation
RG Brose Automotive Components
Occupation
Supervisor
Contact Number
012-***-****/2385
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