Shani Faro

Experience

• 

  WNS Global Services

  Feb 2012 - Apr 2014

  Senior Client Consultant

  Assisted British Gas consumers with statements,tarrifs,payment plans and meter readings. Extra Duties: Trained & mentored New consultants 2IC for TL & Coached team members with their Calls & Work performance.Took inbound calls daily.Helped UK clients with Gas & Electric invoices & Statements.General Feedback with regards to credits/debitsGeneral assistance with maintenance for GAS & Electricity.Worked Day & Nightshifts.

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  Intelligent Debt Management

  Apr 2014 - Jan 2022

  Senior Client Relationship Manager

  • Proactively engaging clients about their financial needs, including having holistic, meaningful conversations with clients on non-debt counselling financial products and services such as life insurance, credit insurance, investment & retirement products, bank accounts, other insurance and credit monitoring tools• Managing a book of segmented clients at the agreed upon service levels across client retention, PDA collection, admin fee collection, query resolution turnaround times, pro-active engagement and other (agreed upon) KPAs• Building relationships with clients and acting as key relationship manager for IDM for those clients• Creating a financial goal plan and providing a process, including client buy-in, to meet these requirements using our full financial offering• Responding to and providing feedback on resolved client queries about any part of the client’s IDM portfolio: debt counselling, additional financial services/products, IDM, and National Credit Act• Negotiating with credit providers on behalf of clients to have assets secured, if and when required• Getting annual client account reviews conducted, including but not limited to, Financial Counselling, re- budgeting discussions, re-quoting on insurance, etc.Processing clients Form 19 Clearance certificate and liaising with Credit bureaus and National Credit regulator. Show less

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  Kaelo

  Jan 2022 - May 2023

  Client Relationship Manager

  Building and maintaining relationships with clients and key personnel within key account companies Conducting reviews and needs based research to ensure clients are satisfied with products and services Identify and implement up-sell and cross selling opportunitiesCreating awareness of product offerings and ensuring knowledge is transferred to all levels of audiences Escalating and resolving areas of concern as raised by clients , through accurate root cause analysis and ensuring continuous improvement is drivenManage a portfolio of clients in accordance to the agreed Service Level AgreementDevelop and enhance retention and growth strategies Develop, maintain and improve consistent client communication and engagementsTrack, measure and evaluate the effectiveness of CRM processes within each clientReview, analyse reports and submit recommendations for new opportunities and align to the purpose of the business offerings.Work with our clients in accordance with the SLA and ensure that all planned services are delivered and administrated in terms of requirementsManage and strengthen the relationship with all clients in the portfolioEnsure that all events are planned and implemented effectively. Ensuring to measure success and improvementsEnsure that all events are monitored in accordance with the allocated budgetDocument all meetings and ensure clients receive feedback within agreed upon turn-around times Develop pro-active initiatives that improve the client's business and efficiencies within Kaelo Show less

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  Financial Wealth Holdings (FWH)

  Jul 2023 - Jul 2024

  Customer Relations Manager