SHARNA OAKER

SUMMARY

Detail orientated administrator with 18 years experience in data capturing and query resolution in the Insurance industry.

Highly organized, self-motivated, and proficient with computers.

WORK EXPERIENCE

RETAIL INVESTMENT ADMINISTRATOR

Sygnia Asset Management 2021 – PRESENT

Retail Investment Administrator within the Discretionary and Contractual Product team.

Administration for the Linked Investment Service Provider (LISP) and its related retail products namely Endowments, Tax Free Savings Accounts, Discretionary unit trust and ETF investments and compulsory products namely Retirement Annuity Funds.

Daily capturing of new client investments, and changes to client static details.

Responsible for maintaining detail notes on all cases assigned and regular follow ups for any outstanding requirements.

PROCESS ANALYST

Old Mutual 2018 – 2020

Performed data analysis using Systems Thinking Methodology (The Vanguard Method) to enhance the value of customer digital touch points by understanding preferences and what matters to customers about their demands.

Identified value, failure, type, frequency, and capability of response by analysing queries sent by customers through the various channels (call centre, email boxes, live chat) and the process flow it followed. This prioritised focus areas.

Performed telephonic interviews with customers to understand the reason customers placed a demand on Old Mutual systems, customer experience and what matters to them.

Collated the information gathered using Excel, presenting customer’s feedback to stakeholders to inform digital designs.

Worked closely with experience designers & solution delivery to ensure the customer data I gathered, was incorporated into designs.

Continuous reviewing & assessing of designs to ensure customer demands were met by solution delivered.

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

WORK EXPERIENCE

SENIOR ADMINISTRATOR

Old Mutual 2004 – 2018

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.

WAITRON

Victoria Junction Protea Hotel 2003

Restaurant Hostess

Waitress

Event Planning support

Banqueting waitress

Room Service attendant

RECEPTIONIST

Effective Electrical 2002 - 2003

Reception duties, typing documents, appointment scheduling

Filing, faxing and general administrative functions

LEGAL SECRETARY

Sohn, Gordon, Martins, Branford

Attorneys and Conveyancers 2002

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

EDUCATION

CERTIFICATE IN CONVEYANCING PRACTICE AND FINANCE

SA Law School 2018

Conveyancing Paralegal Certificate

Conveyancing Paralegal Top Achievers Certificate

HOTEL OPERATIONS AND MANAGEMENT

City and Guilds International 2004

Diploma in Hotel Operations and Management

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

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

Certificate of Completion in Fidelio 7.13 Practical Operator Training Module

CERTIFICATE IN INFORMATION PROCESSING AND SOFTWARE APPLICATIONS

Access Computer Training Centre 2002

Information processing and software applications

Basic Bookkeeping Workshop and Practical

MATRIC

Windsor High School 2001

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

PERSONAL DETAILS

Address: 7 Clarewyn Road, Lansdowne

Cell: 082-***-****

Email: adqhk3@r.postjobfree.com

Drivers Licence: Yes

Own car: Yes

Nationality: South African

Fast and stable internet connection: Yes

Home based office: Yes

LANGUAGES

English

Afrikaans

PERSONAL SKILLS

Attention to detail to ensure work is done right the first time

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)

Strong organisational skills - a passion for getting things done quickly and correctly.

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

Touch typing

PROFESSIONAL SKILLS

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Microsoft Internet Explorer

Microsoft SharePoint

Omega Platform

Automated workflow distribution (AWD)

Business Process Management (BPM)

Lucid chart diagram & flow mapping

Oracle (HR)

Googledocs

Googlesheets

Gmail

MS Teams

Zoom

REFERENCES

Lauren Willoughby

Company: Sygnia Asset Management

Position: Team Leader

Work Tel: 021-***-****

Sameera Kajee

Company: Old Mutual

Position: Manager

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

Racquel Schenck

Company: Old Mutual

Position: Team Leader

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

Chantal Monnery

Company: Old Mutual

Position: Team Leader

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

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