Customer Service Financial Services
Resume:
ANGELA VAN DER BYL
I am passionate about Customer Service and Customer Relations. I love to meet people from all walks of life, this allows me to build a rapport easily. My 24 years in the Financial and Foreign Exchange industry has given me skills and experience in various areas. These have allowed me to develop strong personal relationship building skills as well as a strong Banking Customer Care focus, with clients on the frontline, both face to face and over the phone. My work ethic and Sales skills are second to none and is one of my strengths which I can apply everywhere.
Skills
● Customer centric
● A strong track record of delivery in the areas of key responsibility.
● Understanding retail sales culture.
● Process and procedure capabilities.
● Understanding of risk in a retail and financial services environment.
● Ability to identify conflict and resolve it constructively.
● Experience in leading small to medium size teams, the ability to manage strong relationships, developing trust and credibility with customers, partners, peers, teams, internal and stakeholders.
Career History
April 1994 - 2008 / 2009 - 2010
Various positions held:
● Data capturing and processing clerk
● Unpaids clerk
● Reconciliation Officer
● Check clerk of processing team
● Call centre customer service consultant
● Corporate and Investment banking - Account Facilitator
● Customer service consultant
● Foreign exchange consultant
Feb 2011- Aug 2020
Feb 2011-Feb 2017- Sales Consultant/ Team Leader (6 subordinates)
● Providing administrative support to the Bureau Controller as well as buying and selling from clients the entire range of travel products.
● Operating within the perimeters of current Exchange Control rulings
● Cash handling and assisting in the timeous banking of cash, collection of funds sourced from Financial Institutions for resale to clients.
● Proactively deal with customer queries, assisting with administration deadlines and corporate customer orders.
● Creating an environment that encourages sales while protecting business by ensuring procedures and risk are managed.
● Ensuring promotional marketing activity is used to best effect and is in adherence with company branding and store guidelines.
● People management, including induction training, coaching, rostering, team encouragement and motivation.
Passport number:
A10161579
Resident Address:
5 Deodar Place
Eastwood
Pietermaritzburg
3201
South Africa:
ady3t6@r.postjobfree.com
Mar 2017 - Aug 2020- Team Manager (17 subordinates)
● Managing branches and risk exposure of both branches and staff.
● Ensuring delegated tasks and responsibilities are completed and carried out. Performance management where required.
● Ensure that all employees at branches are adequately trained in all aspects of product offering, security, procedures, risk and regulations.
● Conducting random cash counts during all branch visits.
● Monitoring adherence to Company and location policy and procedures, including Audits, Risk, Health & Safety requirements.
● Reviewing monthly payroll and submitting for sign off.
● Manage stock levels.
● Tracking individual store performance, identifying reasons for operational under performance and developing solutions.
● Control all direct costs, overtime, petty cash, stationery, temp employees and telephone usage cost.
● Drive and deliver high customer service levels by taking ownership of customer needs while maximizing the team's potential to sell forex and related products. Jul 2020 – Mar 2022- Covid 19 Contact Centre
• Attending to and managing all daily operational matters.
• Coordination of telephonic Covid screening for Life Employee Health Solutons’ mining clients.
• Ensuring adherence to regulatory requirements from the Department of Mineral Resources and Energy pertaining to Covid screening and prevention.
• Referrals for testing and quarantine as per the NICD guidelines Completed Diploma /Courses
Academy of Learning
March 1993- August 1993
● Typing Stage 1 and Typing Stage 2 - July 1993
● Lotus 1-2-3 Level 1 - July 1993
● Intro To MicroComputers Basic Business Skills - October 1993 Other
● Microsoft Office (Word, Excel, PowerPoint)
● Customer Service Skills Workshop - February 2012
● Initiating Disciplinary Enquiries - May 2014 and November 2017
● Introduction to Fire Control - April 2018
● First Aid - Level2 - April 2018
Education
Eastwood Secondary School - Matriculation
1988 - 1992
Subjects
● English
● Afrikaans
● Mathematics
● History
● Accounting
● Business Economics
References
Standard Bank: Corporate and Investment Banking
Mrs Ramani Padayachee / Mrs Adela Noormahomed
031- 3741167 / 3741171
Travelex Foreign Exchange
Mr Jacques Labuschagne
Life HealthCare:
Mr Jody Padyachee ERS
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