1. Personal Details
Name & Surname Shereen Fernandez
Address 14 Comet Road, Ocean View, 7977
Cell number 0835084392
E-mail sfernandez@mtn.blackberry.com
Nationality: South African
Languages: English & Afrikaans
Drivers License code 8 (with own vehicle)
Career Objective
To deliver innovative andeffective services to the organization with efficiency,
precision and integrity at all times, to attain professional distinction. I am an
ambitious person and thrive on responsibility and challenge. I am extremely
performance driven and excellent in motivating people to exceedthe required
standards. I am a fast learner and confident in my abilities to make a positive
change and difference to any department I may work in. I am a hard worker with
strong people and administrative skills. I am very process driven but also like to
explore ways to work more efficient. I find myself to be an excellent coach and
mentor with the aim to always get the best out of people, in both their
performance as well as personal career de velopment.
Work Experience
The Homechoice Group:
Customer Support Team Manager May 2014 – November 2014
 Statement proofs
 Credit Balance Refunds.
 Legal handovers of delinquent accounts.
 Suspense account allocations.
 New starter programme- setting up of new starter access.
 Hollard claims.
 Helpdesk/ Service Desk – suspension and creation of all access- passwords
reset.
 Loading of Dialer Files.
 Reporting – Dialer, Suspense Account, Fin 1 Report, Loan Turnover.
 Running of Hyphen Files, Debit Order Files and Daily Disbursements Files.
 Interview New Starters.
 Compile Monthly Operations Report.
 Daily Reporting on Disbursements and refunds.
 Investigate and respond to complaints referredby senior management and
receivedvia e-mail, Hellopeter, Credit Bureau, Credit Ombud and company
websites.
 Keep clients informedon the progress and outcome.

2. TFG Financial Services:
Forensic Admin / Customer Services Admin October 2013 – May 2014
(contract)
 Compiling documents for investigation
 Respond to clients via email regarding Disputed Purchases/ Accounts
 Liaise with Credit Bureau and Credit Ombud regarding disputed
accounts and Credit Profiles.
 Request Credit Bureau Updates
 Block disputed accounts on Vision
 Investigate and resolve complaints receivedvia Hellopeter.com and
provide feedback to customers as well as Customer Services Dept.
Manager
 Keeping customer’s informedon progress of complaints and queries.
 Investigate and respond to complaints referredfrom senior
management.
Edcon Financial Services June 2002 – August 2013
E- Commerce /Admin /Customer Services Team Manager (5-6 yrs)
 Checking authenticity of credit balance requests.
 Ensuring team work performance files are maintainedand updated
monthly.
 Monitoring Call Centre service level as per Service Level Agreement.
 Staff-break planning in line with business needs.
 Motivate, coach and mentor staff in line with business needs.
 Resolve people relatedproblems: absenteeism/ disciplinary.
 Quality Assurance Audits to ensure an excellent customer service
experience.
 Compliance Audits in line with the FAIS Act.
 Monitor staff performance.
 Staff Scheduling in line with business needs.
 Update and removal of high level block codes on Vision.
 Liaise with Credit Bureaus regarding disputed accounts.
 Investigate and resolve customer queries/complaints received
 Checking authenticity of credit balance requests.
 Ensuring team work performance files are maintainedand updated
monthly.
 Monitoring Call Centre service level as per Service Level Agreement.
 Staff-break planning in line with business needs.
 Motivate, coach and mentor staff in line with business needs.
 Resolve people relatedproblems: absenteeism/ disciplinary.
 Quality Assurance Audits to ensure an excellent customer service
experience.
 Compliance Audits in line with FAIS.
 Monitor staff performance.
 Staff Scheduling in line with business needs.
 Update and removal of high level block codes on Vision.
 Liaise with Credit Bureaus regarding disputed accounts.
 Investigate and resolve customer queries/complaints receivedvia
Hellopeter.com, Facebook, Get –Closure, Credit Ombud.
 Liaise with 3rd party suppliers regarding insurance claims.
 EMT training sessions with various departments on opportunities
found on QA Audits.

3. Other Work
Experience
 Capture asset movements for staff
 Load ER cases and follow up to resolution
 Capture overtime andstaff commission
Call Centre Agent
New Accounts /Customer Services
 Opening new accounts for customers
 Checking credit Bureau profile
 Approving & Decline of accounts
 Verifying new applicants details telephonically.
 Providing a professional service to customers by ensuring
that their queries are effectively addressed and resolved
within stipulated timelines.
 Authorizing valuable items purchases (cell phones etc)
 Tracking of EFT payments by customers
 Assisting clients with statements andletter
requests/enquiries
 Resolving with inbound queries from collection department
 Capturing payment arrangements on customer accounts
Financial Products cancellations, instalment recalculations,
payment plan changes, deceasedestates and debt
restructuring, payment queries.
Internet (E-commerce)Call Centre Agent:
 Online capturing and resolving of all of the above duties.
 Processing of high level complaints via telephone, e -mail and
fax to resolution.
 Fashion Hotline requests.
 Online tracking of parcels.
 Processing & authenticating of online purchases.
 Merchandise sourcing.
 Processing product transfer requests between stores.
 Escalation of complaints & queries to internal & external
business partners.
 Sales authentication of valuable merchandise.
 Online Registration of clients
 Online Purchase Order verification
 Password Reset
 Wedding / Baby Registry capture and updating
 Adding /removal of items from Registries
 Responding to Hellopeter, Get-closure, Facebook and Credit
Ombud queries/complaints.
Arrear Accounts Counselor May 2009-June 2010
 Advising delinquent customers on debt rehabilitation.
 Making payment arrangements to minimize bad debt handover
& customer retention.
 Educating customers on benefits and implications of credit and
the Credit Bureau.

4. Edcon Financial Services
Admin Clerk
 Management of team in the absence of the team manager.
 Assist with Quality Assurance Audits and coaching of staff.
 Responding to and resolving queries and customer complaints
receivedelectronically within the company’s SLA of 48 hours.
 Providing customers with written correspondence when
requested.
 Handling escalatedqueries of team and team manager.
 Resolving NCR and ITC disputes and providing feedback to
customers and relevant Credit Bureaus.
 Investigating and establishing authenticity of credit balance
requests from clients.
 Dealing with high level complaints and queries from
management and providing feedback.
 Responding to Hellopeter, Get-closure, Facebook and Credit
Ombud queries/complaints.
Sun Valley Liquor: Till Operator : 1985- 1989
Ital Pizza : Office Clerk: 1989 –1992
Ital Pizza : Pizza Maker : 1993 –1994
Plessey Tellumat : Operator : 1994- 1997
Cords and Components Pty Ltd: Operator: 1997 – 2000
Education  Matric Senior Certificate 2010/11
In-house Training
completed
Talent Management / Acquisition
Management Principles for First Line Managers
Leadershipwithin the workplace
Developing Leader
Call /Work Quality Audits
Team Action
Problem Solving
Performance Management
Conflict Management
Diversity Awareness
Credit Management
NCA
CPA
POPI

5. Transunion ITC
Experian
XDS
FICA Act
FAIS Act(Milpark Business School)
 LEG
 RE5
FAIS (Non-Advice)
 Trainedstaff on FAIS Non Advice Module
Collections Procedures
Transition into Management
Aspirant LeadershipProgramme
Competencies &
Skills
 Microsoft office applications.
 Vision 21
 Online Optical
 Citrix Applications
 Internet
 Microsoft Outlook
 Odyssey
 Alpha
 Tilos
 Credit Ease
 Omega
Unique Personal
Qualities
 Good Team player
 Ability to multitask and work under pressure with minimum supervision.
 Physical and mental alertness.
 Ability to develop new skills and sharpen old ones.
 Exceptional Interpersonal relationship.
 Excellent Written and Verbal communication.
 Decision-making skills.
 Effective implementation of personnel policies.
 Effective liaison between Manager and peers.
Activities/
Hobbies
Reading, Darts, cooking.

6. References
Ronette Schroeder
Manager – The Homechoice Group - 0820600970
Hassen Parker
Regional Credit Manager Edcon (currently Pepkor)– 073 167 9138
Mushfiq Hopkins
Regional Credit Manager Edcon (currently Old Mutual)– 082 798 0135
Eugene Maree
Regional Credit Manager Edcon (currently TFG)– 078 635 9984