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CV of Ursula Dodo_June 2015
- 1. PPaaggee 11 ooff 44 Ursula Dodo PROFILE: I have beeninthe Retail division for more than 20 years. I have a full understandingand am conversant with the Customer RelationSkills that is a necessitywithinthe Corporate Business. I can show initiative, have interpersonal understanding andam able to impact and influence those around me. I am self confident inmyabilities and have much to offer. I amflexible andopento new challenges. I am committedto teamwork, cooperationanddeveloping people. I have the capacityfor conceptual thinking when it is basedon soundresearch andfacts. I have beenin leadershippositions for more than 15 years andhave excellent leadershipskills. Personal Detail Address 58 Jesse Crescent; River Estate; Kuils River;7580 ID Number 6408200216082 Race Coloured female Contact number 083 787 8049 e-mail address udodo@metropolitan.co.za Qualification(s) Detail Matric / NQF4 John Ramsay (1982) - Accountancy, Mathematics, Economics, Business economics Skills Computer Literacy PowerPoint; MS Excel; MS Word and MS Outlook Systems AWD, DMS, NICE, CICSP Internal courses completed Dr Basil Leonards reportwriting and leadership ClientService Written and telephonic Communication Assertive Communication Situational Leadership Effective and Performance Management Intro to Managing by Project & Project Management Methodology
- 2. PPaaggee 22 ooff 44 Work experience (last 3 positionsheld) Current Role Title New Business Team Leader Company Metropolitan Retail Customer Enrolment Department Period July 2010 to Oct 2014 Reason for lower position Previous dept closed down and consolidated with my current dept. Managerial position was notrequired in the new department Description of duties Manage the timeous and accurate issuing of Scheme Administration New Business within the agreed SLA. Maintain the scheme rules for Voluntary Scheme, Direct Marketing and Credit Life Schemes Maintain the scheme rules on the Group system for RSA, International and Employee Benefits. Give adviceto potential new schemes Sign-off all marketing materials, administration and system processes Manage the reliability and accuracy of the administration system Render a support service for Marketing, Customer Service Offices, Call Centres and Area for Customer Enrolment Compile reports on Schemes New Business production, to enable growth in the In-force bookManage the Performance Management Process Attend to general HR administration Manage the training and development needs of team members Initiateand compilereports electronically to measure key result areas Manage industrial relationship issues,grievances and disciplinary hearings Manage a supportteam of 5 highly competent staff members who are responsiblefor follow-up queries,trainingand initiation of new administration processes in a Call Centre. Turnaround times of minimum 1 hour to 2 days aremaintained.Only regional managers are allowed to call this call centre. Ensure testing of any system change as well as successful implementation Give input to and initiatesystemchanges and/or enhancements to systems Coordinatesystem changes,i.e. input, testing and implementation Compile test grids for relevant system changes All of the above duties aredone for RSA and International
- 3. PPaaggee 33 ooff 44 Previous Role Title New Business Manager Company Metropolitan Retail Scheme Administration Department Period May 2008 to date Description of duties Manage the timeous and accurate issuing of Scheme Administration New Business within the agreed SLA. Maintain the scheme rules for Voluntary Scheme, Direct Marketing and Credit Life Schemes Maintain the scheme rules on the Group system for RSA, International and Employee Benefits. Give adviceto potential new schemes Sign-off all marketing materials, administration and system processes Manage the reliability and accuracy of the administration system Render a support service for Marketing, Customer Service Offices, Call Centres and Area for Customer Enrolment Compile reports on Schemes New Business production, to enable growth in the In-force bookManage the Performance Management Process Manage the recruitment, selection and appointment of team members Attend to general HR administration Manage the training and development needs of team members Initiateand compilereports electronically to measure key result areas Manage industrial relationship issues,grievances and disciplinary hearings Previous Role Title Customer Service Manager Company Metropolitan Retail Customer ServiceDepartment Period 2005 April 2008 Description of duties Render a support service to external and internal customers, Customer Service offices and Individual Life Call Centre w.r.t. these policy administration functions: o Cancellations o Claimpayments o Premium refunds o Policy maintenance Conduct auditing of functions finalized in Customer Service Offices o Reduce absolutecosts - Identify and limitFraud o Ensure efficient processes and correctAccounting entries o Ensure a Clean Audit Report Initiateand compileelectronic reports to measure key resultareas Plan and organise workflow and communication ensuring effective achievement of specific deadlines Manage the reliability and accuracy of the administration system Compile all required reports Manage the Performance Management Process Manage the recruitment, selection and appointment of team members Attend to general HR administration Manage the training and development needs of team members
- 4. PPaaggee 44 ooff 44 Previous Role Title Project Manager Company Metropolitan Retail Group schemes Department Period 1998 to 2004 Description of duties Responsibleand accountablefor re-trainingof permanent customer servicestaff to: Improve the departments customer serviceto the optimal level; Create an opportunity for employees to improve their skills and competencies to be remunerated accordingly; Negotiate and manage Service Level Agreements with internal departments; Manage industrial relationship issues,grievances and disciplinary hearings; AssistHRMarketing Trainingwith the content of training guides, facilitatingworkshop & workshop material. CoordinateY2K project Achievements Successfully increased customer serviceratingfrom 2 to 4 out of 6 within 2 years. Successfully decentralised administrativefunctions to Customer serviceoffices. Successfully implemented ServiceLevel Agreements between Head Office,Call Centre and Customer Service offices Received nomination as an Eagle award winner Excellent Customer Service in 2007 and 2014 My outstanding competencies Commitment to clientservice- Client and action-orientated Excellent interpersonal,communication and problem-solvingskills Complete fluency in English and Afrikaans (Speak,read and write) Good organisingand planningability Strong leadership skills Ability to work accurately under pressure Innovative,creative and analytical skills Passionateaboutdeveloping people References 1. Mrs R Snyman SeniorManager:CustomerEnrolment Contact no: 021- 940 5545 2. Mr M February Manager: Scheme Administration Contact no:083 758 9245