Dedree Anthonia Ernest

Dedree Anthonia Ernest Address: 44 Maine Avenue, Ext 7, Eldorado Park, Johannesburg, Gauteng, 1811, Tel:-, Email:-, Email:- Summary Experienced Customer Care Representative Professional with strong leadership and relationship-building skills. I am an Ambitious individual who always looks for new challenges. I am customer-service focused and deadline-driven with every task am given to perform. I am a highly motivated and energetic person with a great passion for life. Computer Literate Creative Problem Solving Credit and Collections Customer Service Client Relations Multi-Task Management Effective communicator Accomplishments: I was the second in command to the team leader at Nedbank within three months of starting there and I enjoyed the challenge and the responsibility that came with it. Professional Experience: Fraud Analyst07/08/2017- Current FNB – Digital Fairlands, Randburg Observing Various customer transactions to flag of identify suspicious transactions. Monitoring of all Digital Banking Transactions. Doing the High-Risk report for Corporate transactions using ZBI for over R800K. Identifying latest MO’s Obtain information that can support the origin of the transaction. For fraudulent items, this information can bear out who perpetrated the fraudulent item and is responsible for the criminal activity in question. Eliminate the risk of fraud or reduce the ways in which it can occur.  Frontline Fraud Consultant27/05 /2013 – 04/08/2017 FNBRandburg Gauteng Frontline Fraud Reporting Department Debit Card Fraud Credit card fraud Online banking Fraud Cell phone Banking Fraud Chasing Funds with other banks Logging of all fraud cases Card Cancellation Stopping of all lost and stolen cards Hogan System Knowledge Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call centre departments through clear communication. Data Controller17/06 /2012 – 14/04/2013 Cozens Recruitment - Nedbank Personal LoansJohannesburg, Gauteng Collected all access reports for the team leader Insured that all weekly, monthly and daily stats are up to date. Complete all adhoc duties for team leader. Monitor and log all telephone bills for the month. Assisted other teams and team leaders with any help they needed. Verified that information in the computer system was up-to-date and accurate. Eliminated outdated records by sending the records to be scanned. Compiled statistical information for special reports. Created monthly reports for records, closed terminated records and completed chart audits. Verified and logged in deadlines for responding to daily inquiries. Customer Service Representative 01/06/2011 – 22/04/2012 Doves funeral InsuranceNewtown Johannesburg Logging of incoming and outgoing calls Provided accurate and appropriate information in response to customer inquiries. Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage. Promoted agency products to customers in person, on the telephone and in writing. Prepared necessary paperwork to process insurance sales and renewals. Presented and clearly explained insurance policy options to clients based on their needs and goals. Researched coverage and premium options and supplied clients with the best coverage available. Receptionist/Frontline Operator01/11/2008 – 15/12/2009 Montana HR ServicesFlorida North, Gauteng Handling of Switchboard Office Administration Filling Handling of petty cash. Doing research Handled incoming and outgoing correspondence, including mail, email and faxes. Checked mail, shopped for groceries and handled bill payments. Screened telephone calls and inquiries and directed them as appropriate. Created presentations using Microsoft PowerPoint. Typed documents and compiled information for meetings. Ran errands, including grocery shopping and picking up dry cleaning. Office Administrator11/12/2006 – 30/ 04/2008 Flexi TradeBenoni, Gauteng Maintained detailed administrative and procedural processes to improve accuracy and efficiency. Verified and logged in deadlines for responding to daily inquiries. Created databases and spreadsheets to improve inventory management and reporting accuracy. Managed incoming and outgoing calls for busy office. Standardized department filing system to increase efficiency. Trained all inexperienced staff regarding customer handling and company policies. Monitored all workflow daily. Weekly and monthly invoicing and recons. Call Centre Agent31/03/2003 – 10/12/2006 MBD AttorneysRandburg, Gauteng Handled 70 inbound calls and 100 outgoing calls daily Reconciled debtors accounts and issued credits when necessary Handling customer queries in limited time. Worked on Cheetah 5.0. Education and Professional Training: University of Johannesburg06 June 2018 - Current Module 1: Introduction to Information and Cyber Security. Module 2: Introduction to Encryption Techniques Module 3: Introduction to Digital Forensics. Module 4: Introduction to Malicious Software and Ethical Hacking Module 5: Introduction to Cyber Security Governance, Critical Information, Infrastructure Protection, Cybercrime and Cyber Warfare. CTU Training Solutions20 January 2018 COMPTIA A+ Certification Ennerdale Technical School Adult Higher Education- N3 Matric16 December 2009 -10 December 2010 Subjects: Sake Afrikaans Business English Public Administration Economic and Legal Environment Office Practice Economic & Legal Environment Highveld technical – NIC 13 January 1998 – 10 Dec 1998 Subjects: Sake Afrikaans Business English Public Administration Economic and Legal Environment Office Practice STECH (Skills training and Employment Centre) 1 October 2008 – 30 October 2008- Received certificate on 8 Nov 2008 Typing Microsoft word Microsoft Excel Microsoft Access Microsoft Power Point Effective Business Communications Doit Training collage 10 January 2000 - 25 January 2000 Typing Filling Personal assistance techniques Telephone etiquette Switchboard Operations Taking Minutes Microsoft word and excel References: Andre Hanekom FNB Work: - Cell:- Email:- Gervaise Poggenpoel FNB Work:- Cell:- Email:- Cheryl Van Heerden (Team Leader) Nedbank- Email:- Clint Mangera (Team Leader) Nedbank- Email:- Bianca Roman (Administration Manager) Doves Funeral Insurance-