Customer Service Code 10
Resume:
BD CREATIVE
An accomplished and dynamic management professional with over 10 years working
experience in the financial services sector. My experience in analyzing client needs, driving sales, and nurturing beneficial customer relationships positions me to substantially impact your company. My proven strengths in overseeing daily operations and coaching staff to peak performance levels will certainly render me an immediate asset to your organization. Pietermaritzburg 3201
**********@*****.***
Nationality SOUTH AFRICAN
Driver’s License CODE 10
EDUCATION
M F U N D O S I T H O L E
BRANCH MANAGER
Graphic Design Skills Programme
Creative Arts College - 2020
Logistics Management NQF6
Durban University Of Technology - 2014
Certificate in Management Accounting
and Finance
Varsity College - 2012
National Senior Certificate
Heather High School - 2006
Professional Development:
• BFS internal Loan Consultant Training
Programme (LCTT)
• Six Sigma-White Belt Programme
• Computer Literacy
• Effective Communication.
• Telephone and People Skills.
PROFESSIONAL PROFILE
CONTACT
WORK EXPERIENCE
BRANCH MANAGER
Barko Financial Services
April 2021 – Current
Key Functions & Responsibilities:
• Preparing financial statements and analysis for branch.
• Responsible for day-to-day supervision and leadership of employees.
• Maintaining and oversees all banking procedures and processes.
• Overseeing approvals of loans, lines of credit, and other fiscal plans.
• Assisting with customer service and satisfaction.
• Marketing branch within the community to attract business.
• Recording and researching all financial information for analysis.
• Advising on procedures and financial management as well as developing policies.
• Overseeing financial reports, regulatory agencies, and other financial groups relating to branch finance.
• Completing forecasts and plans according to fiscal needs.
• Growing the branches number of accounts.
• Train and develop co-workers.
ELECTRICITY METER AUDITOR
Inamandla Engineering
June 2020 – October 2020
Key Functions & Responsibilities:
• Audited, detected and reported atypical meter conditions such as, damaged, malfunctioning, tampered, and reporting exposed wiring and other safety hazards,
• Ensured timely and accurate reading of electrical meters to facilitate customer billing, Data capturing & daily administrative duties.
AUDIT OFFICER, CASH LOGISTICS (VARIOUS ADDITIONAL ROLES) Standard Bank South Africa
May 2007 – February 2018
Summary of Positions Held:
• Audit Officer, Cash Logistics August 2015 – February 2018
• ATM Till Admin & Customer Liaison Officer December 2014 - July 2015
• ATM First Line Maintenance Custodian May 2013 – November 2014
• ATM Monitoring & Control Officer, Logistics (ROCC) May 2013 – November 2014
• ATM Custodian June 2008 – April 2013
• Bulk Teller / Receiving & Dispatch Box Controller May 2007 – May 2008 Key Functions & Responsibilities:
BD CREATIVE
Branch Management
Audit Planning & Execution
Sales & Marketing
Financial Analysis
Financial Statement Preparation
Customer Relationship Management
Requirement Identification &
Implementation
Account Management
Presentations & Networking
Strategy Development & Execution
Crisis & Change Management
Process Improvement
Team Management
Training, Coaching & Mentoring
Target Achievement
Budget Management, Planning &
Forecasting
Project Management
Startegic Planning & Analytical Thinking
Excellent Communication &
Interpersonal Skills
Stakeholder Engagement
Relationship Building & Maintenance
Query & Conflict Resolution
Administration & Recordkeeping
Time Management
Task Coordination
MS Office Suite
SKILLS
WORK EXPERIENCE
Audit Officer, Cash Logistics:
• Prepared and executed the logistics and audit plan monthly and ensure 100% adherence, liaise with SBV, G4S, and branches accordingly.
• Ensured systems, processes and procedures are aligned to business and customer services requirements.
• Conducted Bi- monthly Surprise cash counts for all (CIT & Branch Controlled) ATMs in the field and ensure ATMs are in balanced position with BDS system.
• Performed Bi- monthly site inspection on all ATMs in terms of look and feel
(signage,fascia,decals, logo) & cleanliness of ATM cubicles and surroundings.
• Assessed all Custodian duties to ensure proper process and procedures e.g. Cash handling, cash limits, canister limits and configuration.
• Ensured that the custodian and crew follow all laid down security procedures.
• Debriefed on problems observed and report deviations.
• Maintained the loss records of ATM losses and ensured all losses are fully investigated.
• Ensured laid-down risk, security and compliance procedures are adhered to.
• Coordinated and directed activities of multiple teams and conduct escalations with internal stakeholders and outsourced management regarding operational problems and service delivery (i.e. ER Logistics Controller, I.T,SBV, Cell secure, Diebold & Vendors).
• Ordered, Replenished and Monitored ATM stationery and Cash Centre Stationery/Stock & Liaise with suppliers.
• Ensured 3rd Party(G4S) Float Cash Check and Cash Centre Cash is conducted monthly.
• Prepared and provided a feasible report to Cash Logistics Management, providing CIT onsite cash check results, onsite checklist, variations, CIT delays and Overtime scrutiny, issues, escalations and recommendations.
• Ensured recommendations are reviewed and implemented.
• Audited and performed scrutiny on all In-House accounts (e.g. Reports, Staff Attendance Register, Asset Register and Balance Records such as Credits Outstanding, ATM differences, Losses) and report uncaptioned and unbalanced accounts to Cash Centre management.
• Performed 2IC cash centre duties if/when required. ATM Till Admin & Customer Liaison Officer:
• Maintained a high level of integrity and ethical standards by ensuring tills are balanced daily.
• Investigated ATM losses within the required turnaround time.
• Maintained customer relationships with cash centre customers in order to ensure service deliveries are met.
• Actioned and resolved customer queries within agreed turnaround times.
• Co-ordinated and followed up on the rebalancing of ATM for customer claims.
• Actioned reports, credits outstanding & ensure methodical filing of relevant paper work.
• Ensured unbalanced till differences are tracked and traced. ATM First Line Maintenance Custodian:
• Performed daily first line preventative and corrective maintenance of hardware, premises and associated infrastructure and equipment as per fault list and predefined procedures.
• Monitored and Controlled CIT vendor runs in the Eastern Region.
• Inspected and tested ATMs are functioning properly.
• Performed 1st line fault resolution for identified defects and potential defects.
• Escalated more complex faults to regional cash logistics office for online and 2nd line maintenance assistance.
• Provided ATM access for 2nd line maintenance and project work to authorized Vendor technicians.
• Recorded and kept accurate maintenance records for all 1st line and 2nd line work from Vendor Technicians performed on ATMs and associated infrastructure.
• Kept records of date and time that sites are visited as well as kilometers driven.
• Performed ad hoc cash checks for customer query and loss investigation as and when required.
• Analyzed fault trends and recommended solutions for route cause eradication.
• Provided training and coaching support for CIT Vendor ATM Cash Custodians where required.
• Recommended to management for adoption, cost saving, risk mitigation and service improvement initiatives.
BD CREATIVE
Direct all operational aspects including
branch operations, customer service,
administration and sales.
Identify current and prospective growth
opportunities.
Meet goals and metrics.
Manage budget and allocate funds
appropriately.
Bring out the best of branch’s
personnel by providing training,
coaching, development and motivation.
Locate areas of improvement and
propose corrective actions that meet
challenges and leverage growth
opportunities.
Share knowledge with other branches
and headquarters on effective
practices, competitive intelligence,
business opportunities and needs.
Address customer and employee
satisfaction issues promptly.
Adhere to high ethical standards, and
comply with all regulations/applicable
laws.
Network to improve the presence and
reputation of the branch and company.
WORK EXPERIENCE
ATM Monitoring & Control Officer, Logistics (ROCC):
• Coordinated implementation of cash logistics and self-service cash device and associated system maintenance plans.
• Monitored device, system and consignment delivery status and take corrective action in case of deviations from plans.
• Tracked CIT and maintenance vehicles tracking against plan and take corrective action in case of deviations.
• Logged IT incidents on remedy as well as device maintenance calls on relevant systems.
• Identified and tracked all repeat calls logged and notified the vendor timeously and ensured that the necessary action plans are in place to address errors.
• Coordinated and directed activities of multiple teams and conducted escalations with internal stakeholders and outsourced management regarding operational problems and service delivery management, escalate incidents to team leader.
• Responded to incoming stakeholder calls timeously in a professional manner and resolved customer queries relating to cash logistics and device availability.
• Reviewed daily/weekly and monthly reports, analyzed trends to identify areas of improvements.
• Monitored all cash consignments using the track and trace system and intervenes to correct out of SLA deliveries.
ATM Custodian:
• ATM Monitoring and Control. Maintained a level of 98% ATM availability.
• Controlled the measure of losses; and Updating and data capturing on system, e.g. E15.
• Attended to the replenishment of cash in ATM; and ensured ATM’s are balanced accordingly.
• Attended to the Control of Depository Envelopes from ATM.
• Attended to the replenishment of Stationery in ATM’s; and control of AUTO plus cheques, clearing log file.
• Attended to call outs relating to technical problems.
• Reported all malfunctions and site fault to Management. Bulk Teller / Receiving & Dispatch Box Controller:
• Ensured secure, timely and accurate processing of customer deposits.
• Ensured that cheques cashed are technically correct and signed.
• Proactively identified customer cash differences & report to supervisor to correct.
• Paid out bulk cash and coin orders according to customer specifications.
• Ensured policies and procedures of handling cash, locking away and security are adhered to.
• Checked and verified that all information on the bags are correct.
• Ensured that receiving of work is done and all work is processed and captured accordingly.
• Distributed bags and containers to the various departments.
• Verified bulk money, inbound and outbound cash and coin from customers.
• Accurately balanced transaction bulk totals.
REFERENCES
Wendy Slabbert
Team Leader - Standard Bank
Londani Letlatsa
Manager - Cash Logistics
Zakhele Dladla
BFS Area Manager
Additional information required will be provided upon request. EXPERTISE
ATTRIBUTES
Sufficient knowledge of modern
management techniques and best
practises.
Ability to meet sales targets and
production goals.
Familiarity with industry’s rules and
regulations.
Excellent organizational skills.
Results driven and customer focused.
Leadership and human resources
management skills.
Contact this candidate