R L BROWN 2016 CV
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19 Seameco Street Boichoko Postmasburg Northern Cape Cell: 0824871147 Work: 0533139193 Email: [email protected] rosslyn.lynettebrown@anglo american.com I am a 27 year old female, originally from Kimberley, currently working for Anglo American Global Shared services as a Customer engagement administrator. I am an energetic, confident and self-motivated individual who only strives to do my best at all times. I am an excellent team player, have great interpersonal skills, am customer orientated and can pay attention to detail. I am able to function well in a team, but I am also capable of working independently with minimum supervision. I have got good organising skills, admin as well as excellent telephone etiquette. I can work on all Microsoft programmes incl excel, word, outlook and PowerPoint. My systems training and experience are SAP-HR, SAP-CRM, TCP as well as ESS. What I aspire to is to really equip myself with knowledge as I believe knowledge is power, therefore I am in the process of working toward obtaining an honours degree in industrial psychology as I possess a B.comm degree in Human resource management. My aim is to obtain my master’s degree after that and my long term goal would be to obtain my PHD in industrial psychology. Lastly I live by these 3 values: integrity, respect and accountability as I firmly believe that it forms the core of working with people and treating them well as we are working in a diverse society and to also take ownership of what you do as that will determine the level of your integrity. I am a hard working individual and I believe in making a difference where ever I go. I also firmly believe that I can make a meaningful contribution to your company and I am willing to relocate if necessary.
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Transcript of R L BROWN 2016 CV
19 Seameco StreetBoichokoPostmasburgNorthern CapeCell: 0824871147Work: 0533139193Email: [email protected]
I am a 27 year old female, originally from Kimberley, currently working for Anglo American Global Shared services as a Customer engagement administrator. I am an energetic, confident and self-motivated individual who only strives to do my best at all times. I
am an excellent team player, have great interpersonal skills, am customer orientated and can pay attention to detail. I am able to function well in a team, but I am also capable of working independently with minimum supervision. I have got good organising skills, admin as well as excellent telephone etiquette. I can work on all Microsoft programmes incl excel, word, outlook and PowerPoint. My systems training and experience are SAP-HR, SAP-CRM, TCP as well as ESS.
What I aspire to is to really equip myself with knowledge as I believe knowledge is power, therefore I am in the process of working toward obtaining an honours degree in industrial psychology as I possess a B.comm degree in Human resource management. My aim is to obtain my master’s degree after that and my long term goal would be to obtain my PHD in industrial psychology.
Lastly I live by these 3 values: integrity, respect and accountability as I firmly believe that it forms the core of working with people and treating them well as we are working in a diverse society and to also take ownership of what you do as that will determine the level of your integrity.
I am a hard working individual and I believe in making a difference where ever I go. I also firmly believe that I can make a meaningful contribution to your company and I am willing to relocate if necessary.
R.L Brown
Personal Details
Date of birth: 26 December , 1988 Nationality: SA Citizen Identity nr: 8812260021084 Marital Status: Single Gender: Female Languages known: English, Afrikaans, Driver’s License: Code 08 Dependants: None
Key Skills Good planning, organizational and analytical skills; Ability to attend to detail Good communication and interpersonal skills including telephone etiquette, public
presentation, interviewing, listening; and observation; Contributing to team and individual relationship; Computer literacy including PowerPoint, Excel, MS Office, and Internet; Excellent Office Management and Administration; Able to work under pressure Fast learner Work well in a team Attention to detail Self-confident Self-motivated Dedicated and committed
Hobbies Arts and crafts Decoupage Adult coloring
Educational Qualifications
B.com Degree (2007-2011): Human Resource Management (University of the Free State)
o Main Subjects : Labour Relations, Industrial Psychology and Business Management
Rosslyn Lynette Brown19 Seameco StreetBoichokoPostmasburgNorthern CapeCell: 0824871147Work: 0533139193Email: [email protected]
Grade Twelve senior certificate (2006): Kimberley Girls’ High School
o Main Subjects : English First Language HG, Afr Second Language HG, Mathematics SG, Accounting SG, Biology HG, Business Economics HG
Employment History
Customer Engagement Administrator (Anglo American G.S.S) o 1 May 2014 to current job
Service Delivery and Excellence
o Portraying a professional, customer orientated image of the GSS – Employee Services organization.
o Cultivating trust with in all customer relationships by means of effective customer communication and interacting effectively while displaying empathy and courtesy. Continuously providing customer service in accordance with good corporate governance, rules and regulations.
o Working as an integrated ES team member with the Processing teams to ensure knowledge transfer.
o Assisting Customer WIC users in making more effective use of self-service stations and systems, products and services.
o Educating and informing customers on the full range of services rendered by the GSSo Query Resolution and Case Management
o Manning and operating the Walk In Centre with regards to:o Current employee querieso Potential future employee querieso Ex-employee querieso Management querieso Employee Vendor Querieso Interfacing with customers and service providers by providing a first line problem
resolution service for the GSS and the Customer.o Responding to and investigating Customer queries and problems reported.o Escalating unresolved queries to resolvers in the Processing teams for remedial
actions.Developing strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries.
o Ensuring correct logging of queries on the relevant systems.o Following up and providing feedback, guidance and information to customers and
stakeholders.o Dealing with customers in a professional manner and owning queries until it is resolved.o Assessing common query trends and making recommendations of processes to be
implemented to alleviate the creation of queries.o Where and when required, engaging with the customer in order to resolve outbound
queries referred to the WIC by the Contact Centre
Customer Service requests
o Responding to Customer Service requests (prioritizing as appropriate) e.g.: copy of pay slips and leave form requests, etc.
o Ensuring correct logging of customer requests on the relevant systems
Document handling
o Receiving customer documents to be forwarded to the Processing Centreo Verifying documents in terms of appropriate levels of customer approvalo Ensuring that the correct ES forms are utilizedo Where applicable and appropriately delegated, accepting third party documentation on
behalf of the customer (e.g. Garnishees) and forwarding it to the ES processing department.
o Verifying documents in terms of correctness in terms of the Customer HR policies, procedures and relevant conditions of employment
o “Batching and Patching” documents as per ES processing requirements.o Forwarding documents as per courier arrangements to the ES processing department or
as may be applicable, scanning document into OCR scanning networko Printing pay slips and informing Embedded HR to collect for individual distributiono Acting as a distribution point/center for distribution of general GSS and HR information
distribution e.g. IRP 5’s Retirement Fund statements, etc. Employee Engagement and Termination
o HR approval and forwarding to the successful job applicant.o Physically engaging (mini-master) employee by means of assisting employee to complete
Sign on pack / employment contract and relevant operational and statutory forms and as per information from the signed offer letter and applicable or relevant company policies.
o Submitting engagement documentation to ES processingo Forwarding termination pack to Embedded HR. o When received back, checking document for relevant completion and forwarding to ES
processing.o Where and when required, advising employee and Embedded HR on termination
requirements and processes
Multi-skilled consultant (FNB -Transferred to Postmasburg branch) o 1 December 2013 to April 2014
Multi-skilled consultant (Kathu branch) o 1 May 2013 to November 2013
o Achieving Sales targetso Opening of cheque and business accountso Telling dutieso Enquirieso Treasury custodiano Issuing of bank statements as well as debit and credit cardso Forex
Bank teller at FNB (Kathu branch) o 1 March 2012 to April 2013
o General telling duties
Computer Knowledge Microsoft Office (Excel, Word, PowerPoint, Internet, and Outlook SAP-HR, ESS, CRM case
logging and TCP
References Michelle Visser (Customer engagement coordinator G.S.S)
o 0537392497/0716854085 Hester Roets (Supervisor Kolomela mine)
o HR practitionero 053313928
Brenda Kruger(Supervisor Kolomela mine)o Senior HR Specialisto 05533138037
Mr. Piet Louw (FNB )o 0873452370/0825610594
