CURRICULUM VITAE

AYESHA SHAH

2016

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PERSONAL DATA

First names : Ayesha Surname : Shah

Home address : 157 Daisy Street

Sandton

2196

Postal address : P.O. Box 786458 Sandton, 2146

Telephone numbers : 071 872 9706(Cell)

: 011 614 3681(Home) Date of birth : 31 October 1987

: 8710310150087 Sex : Female

Marital status : Married

Nationality : South African

Criminal offenses : None

Drivers License : Code 08 Availability : Immediately

EDUCATIONAL QUALIFICATIONS

Last school attended : Johannesburg Secondary School

Merit Exemption (Passed with Distinction)

Subjects : English (HG)

Afrikaans Second Language (HG)

Business Economics (HG)

Economics (HG)

History (HG)

Biology (HG)

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Further Education : BA Communication

Science Marketing Media

Degree Completed 2010

Subjects completed Communication Law

Comm Fundamentals, Context & Apps

Interpersonal & Organisational Comms

Communication Contexts

End-User Computing

Principles of Marketing

Business Management & Ethics

Psychology &Sociology

Subjects completed Integrated Organizational Communication

Consumer Behavior

Personal Selling

Marketing Research

Practice of Marketing

Intellectual Health & Development Comm.

Business Writing Skills

New Media Technologies

Subjects completed Political & Government Comm.

Consumer Behavior &Persuasive texts

Human Resource Management

Marketing Management

Media Studies & Integrated Advertising

Quantitive & Qualitative research methods.

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ADDITIONAL QUALIFICATIONS

Further Education : UNISA Business School

NQF Level 8

Project Management PPM

Further Education : PSG Konsult

NQF Level 5

Certificate in Wealth Management (2010)

Further Education : Moonstone

Regulatory Exams (RE1)

RE 1 (2012)

Further Education : Milpark Business School

NQF Level 4

Financial Management (2009)

: Discovery Institute

In depth training on credit card products Terms and Conditions of the credit card Training on FNB banking system (TCS) Communication skills and Soft Skills

Training Vitality Wellness Programme-Extensive Short Term and Long Term Insurance Medical Insurance

Additional Courses Circles & Squares

Soft Skills & Assertiveness

TCS Hogan Banking system

Advanced Computer Course

Various Leadership Courses

EMPLOYMENT HISTORY

Name of firm : Mercer Marsh Africa

Department : Employee Health and Benefits Africa

Job title : Operations Specialist/Manager

(1/10/2014-Current)

Operational effectiveness

• Management of all day to day functions and ensure adherence to office

policies and procedures, daily operations including improvement of operational systems, processes and information flow and management thereof, business processes and organizational planning.

• Staff management and ensure HR procedures are followed, determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes. Plan the use of human resources. Organize recruitment and placement of required staff. Establish organizational structures. Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance.

• Manage customer support. Plan and support sales and marketing activities and

company events.

• International travel arrangements. On the BCD Travel system. Allocate resources to enable successful task performance i.e.: Health Administrators and Client Executives on new Client appointments.

• Increase the effectiveness and efficiency of all support services, through improvement of each function e.g.: Finance.

• Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, and/or distribution of products.

• Establish and implement departmental policies, goals, objectives, and procedures.

Financial Management

• Prepare, revise and submit reports and documentation required.

• Monthly forecasting and annual budget implementation, preparation of Commission statements, liaising with a portfolio of 30 insurers. Invoicing, Reversals and balancing of accounts, bad debt provisioning.

• Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

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Systems Management

• Management of systems, setting up new starters, working closely with IT on

systems improvement.

• Ensure security, integrity and confidentiality on systems.

• Responsible for training of staff on systems utilized within the business, Maximizer, Broker Tools, dashboard etc.

Risk Management

• Liaising with Legal Department in respect of Contracts etc.

• Implement Quality Management and Regulatory compliance strategies.

Key Competencies

• Critical thinking and problem solving skills

• Planning and organizing

• Decision-making

• Communication skills

• Persuasiveness

• Influencing and leading

• Delegation

• Team work

• Negotiation

• Conflict management

• Adaptability

• Stress tolerance

Reference: Jonathan Pugh-Principal Leader- 071 312 6765

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Name of firm : Discovery Holdings

Department : Sales & Marketing (New Business)

Job title : Executive Client Relationship Manager

(1/4/2010-28/02/2014)

Main responsibilities

Worked with the following:

o Discovery Vitality( Loyalty and Wellness programme) o Discovery Credit Card o Discovery Health o Discovery Insure (Short Term & Long Term Insurance)-Online

Quote/Servicing Workbench o Discovery Life-SAM o Paradigm System o Liaising with Partners and building relationships. o Marketing and Maintaining Various Brands

• Training of Escalations staff and Team Leaders on Process, Products and Systems

• Creating User manuals on Processes for various systems

• Presenting and Selling Ideas.

• First time resolution of escalated complaints.

• Call Assessment to determine the validity of a dispute.

• Trend analysis and process re-engineering

• Investigate, Maintain and update Compliance related statistics for department escalations

• Creating daily, weekly and monthly stats

• Internal and External relationship building at all levels

• Liaising internally with the staff and management of the relevant departments within Discovery Holdings.

• Complaints resolution of Discovery Insure at Executive, Franchise and Broker level.

• Trending of escalations to ensure processes are updated to meet the

• Requirements of compliance and protect the telesales area from risk.

• Quality Assurance V.s. Risk at Agent level

• Ensure the SLA times are adhered to on Surveys

• Scripting of survey calls to ensure the key requirements are met; preparing data

sheets for the capturing of the surveys.

• Report on and Audit completed surveys

• Team leader duties

•

Reference: Taryn Engelbrecht (Manager) – 074-111-2000

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Name of firm : Discovery Holdings

Department : Client Relations & Servicing

Job title : Platinum Intermediary Relations Manager

(1/2/2009-30/03/2010)

Main responsibilities

Managing and maintaining a portfolio of key accounts in the Loyalty and Assist industry, providing

complete and dedicated customer service as well as the provision of broad based solutions to the

corporate market. Manage and co-ordinate all activities with regards to new business growth and

customer retention, including the maintaining of day-to-day operations of contracted services.

• Creating daily, weekly and monthly stats

• Loyalty and Wellness Management

• Brand Management

• Managing the “Vital Times” Department Magazine.

• Internal and External relationship building at all levels

• Liaising internally with the staff and management of the relevant departments within Discovery Holdings.

• Complaints resolution of Discovery Insure at Executive, Franchise and Broker level.

• Trending of escalations to ensure processes are updated to meet the

requirements of compliance and protect the telesales area from risk.

Reference: Taryn Engelbrecht (Manager) – 074-111-2000

Name of firm : Discovery Card & Vitality

Department : Servicing

Job title : Product Specialist

(15/9/2005-31/01/2009)

Main responsibilities

• Servicing Platinum members, Brokers, Internal Staff, Hello Peter and Ombud

Legal assistance.

• Second in Charge to the manager.

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• Diagnose, troubleshoot, resolve and communicate solutions to technical

problems raised by the consumer.

• Provided support to and worked alongside other engineers to create innovative products while supporting and troubleshooting on existing products

• Strong ability to work independently on complex issues, and to collaborate efficiently with internal

• Business Writing Skills.

• Daily Stats & Managing the Inbound Q.

• Escalation Management.

i. Assisting members with all credit card queries

ii. Activations and cancellations of the Discovery Card

iii. Confirming available and outstanding balances

iv. Advising members of Credit Card status, payment due dates, billing cycles, payment options as well as all benefits unique to the Discovery Credit Card.

v. Provide members with detailed information of procedures, terms and conditions and turnaround times.

vi. Issuing replacement cards. vii. Tracking and confirmation for delivery of the

credit cards and Liaison with the courier companies.

Reference: Bonginkosi Tshabalala (Operations Manager) – 076 677 6987

Name of firm : Market Probe United Kingdom (London)

Department : Project Management & Marketing Research

Job title : Project Co ordinator

(1/1/2007-10/08/2007

• Provided critical assistance to the Project Management team and or business unit as directed and lead by the Project Manager.

• Reviewed project schedules to ensure consistency and conformance with all specified contractual requirements.

• Co-ordination of Engineering, Procurement and Delivery of materials from

Subcontractors.

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• Co-ordinated and expedited information timorously and accurately required for inclusion in reports for internal and client reporting ensuring the drafts are ready for Project Management approval.

• Ability to act as the central point of co-ordination ensuring actions required by various parties is completed.

• Issue monthly reports and other documentation, including the completion of all administrative and project tasks on the instruction of the Project Manager.

• Ability to assist with end to end project management responsibilities through, review, reporting, and audit compliance

Reference: Darren Ramsay (Senior Project Manager) – 00442089925555

Name of firm : Remedium Medical Centre (Part Time)

Department : Administration

Job title : Receptionist, Pharmacy Manager

(1/2/2004-25/07/2005

• Management skills • Health Checks (Diabetes, Hypertension, Lung Function control) • Dispensing knowledge • Knowledgeable with regard to pharmacy legislation • Knowledge of financial management principles and systems • Computer literacy – MS Office skills • Knowledge of dispensing systems and ordering systems • Operational work planning, priority setting and scheduling • Operational performance monitoring • People and enabling capacity management / Resourcing

ACHIEVEMENTS & ACCOLADES

• Top Performer Award 2005,2006,2007

• Top Achiever Award, Service Excellence 2009,2010,2011

• Long Service Award

• Highest Member Based Research Scores

• Customer relations, Client building and Client liaison.

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• 100% Attendance, Most Helpful

• Multiple Star Award Nominations

• Various Dazzle Awards from all areas in the business

Career Objective

I am a dedicated, diligent individual who understands that with tenacity and

perseverance and hard work anything can be achieved. My level of enthusiasm and

ability to ensure that a task started is a task well completed with quality exceeding

beyond the set expectations.

I am determined, organized, efficient and extremely competent. I am able to

establish an excellent rapport with individuals and groups of all ages, from different

walks of life.

My written and verbal communication skills in English and Asian languages at an

advanced level of fluency, I always maintain the highest level of quality in any

Endeavour I pursue. I relish new challenges and enjoy developing as an individual;

therefore my skills are easily adapted to the situation at hand. I have a passion for

service excellence and hope that my application is reviewed, for I will indeed be an

asset to this environment.

I have good analytical skills, which in turn lead to good problem skills; the main factor

is to depict the problem at hand, In order to do so, I extract maximum information

from facts, this helps me in efficiently getting to the root of the problem, identifying

possible causes of the problem. I then organize ideas into common themes - Solving

problems by looking at what's working.

I understand how a process works and understand the way factors affect one

another, I assess Methods of Risk analysis, Understanding the different risks of

different options. This enables me to focus effort to give the greatest returns,

identifying what really matters to consumers.

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