Jermina Itua

Experience

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  Ubungcweti Management Services

  Jan 2011 - Mar 2013

  Talent Sourcing Specialist /Account Executive Assistant

  • Coordinate with hiring managers to identify staffing needs• Determine selection criteria• Source potential candidates through online channels (e.g. social platforms and professional networks)• Plan interview and selection procedures, including screening calls, assessments and in-person interviews• Assess candidate information, including resumes and contact details, using our Applicant Tracking System• Design job descriptions and interview questions that reflect each position’s requirements• Lead employer branding initiatives• Organize and attend job fairs and recruitment events• Forecast quarterly and annual hiring needs by department• Foster long-term relationships with past applicants and potential candidates Show less

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  Altron Bytes People Solutions

  Jul 2013 - Sept 2015

  Talent Administrator

  • Offsite recruitment projects• Co-ordinating the recruitment process for candidates from application through to verbal offer.• Managing and prioritising candidate and hiring manager activities to ensure a smooth running and timely process.• Liaising with and managing external agencies and search firms.• Handling recruitment administration and process queries from a range of internal and external stakeholders.• Extensive diary management for recruiters, hiring managers and interviewers working with multiple time-zones.• Raising complex purchase orders for agencies and search firms.• Managing interview logistics – room bookings, catering requirements and scheduling internal feedback meetings.• Managing Right to Work checks across the Talent team and maintaining correspondence to ensure a full audit trail for each candidate.• Organizing candidate events and preparing materials and equipment. Creating meeting agendas and schedule Show less

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  City of Johannesburg consulting via Bokosi Projects

  Nov 2016 - Feb 2018

  Tender Administrator / Community Liaison Officer

  • Facilitating timesheet collection and ensure accuracy for payroll purposes• Organising training from (COJ database) for development to up skill unemployed youth• Employee correspondence, UIF documentation, confirmation letters, etc• Liaison between the community and the contractor.• Responsible to provide a link between local resources and the contractor.• Make reference to database of local resources.• Keep the contractor aware of community affairs and possible dynamics.• Assist the contractor’s supervisory staff in the management of workers.• Report monthly to the community structures with respect to local involvement targeting, training and the equity status of employees.• Complete the necessary administrative tasks related to implementation of projectsBokosi Projects• To compile advertisements for submission to relevant media as well as capturing and receipting it on Oracle in order for tenders to be published and paid• To arrange and attend briefing sessions• To arrange ‘opening of tenders’ meetings (publically) and summarise all tenders received to ensure all submissions are recorded• To travel to Regions (if necessary) for CFET meetings or to sites to coordinate site visits• To compile tender documents and prepare packs for adjudication• To arrange tender evaluation adjudication meetings with Executives (including submission of documentation) to ensure tenders are correctly adjudicated. Show less

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  Capitec Bank

  May 2018 - Feb 2019

  Client Collections Agent

  To provide an efficient and effective query resolution service to clients,3rd parties and branches relating to Capitec Bank’s handed over.Debt review and administration order clients as well as related ad hoc recoveries and Insurance claim queries.Selling the funeral cover plan to customersAssist with troubleshooting of the Internet, Remote and Mobile banking (Lift off suspension on the Applications and activate Internet tokens application online

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  MJV Consulting Ltd

  Feb 2019 - Jun 2019

  Tender Administrator

  Collating and submitting supplier database applications.Ability to understand our products and services.Attend briefings / openings, compile minutes thereof.Update tender schedule.Liaise with executives to arrange briefing attendance.Download necessary tender documents, update tender calendar.Assist with compilation of tender ensuring it is done correctly and certified timeously.Coordinate collection of tender documents and tender delivery ensuring submissions are made on time.Assist with key tender milestones and with tender administration processes to ensure they are accurately completed to meet deadlines.Manage tender correspondence in line with internal and external guidelinesAccurate inputting of tender milestone dates into the Tender Tracker. Show less

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  Bolt

  Jan 2020 - Jul 2020

  Customer Service Consultant

  Responding promptly to customer inquiries via Live chat support, email and In-app.Communicating with customers through various African continents (Nigeria, Kenya, Ghana, Tanzania and SA. Acknowledging and resolving customer complaints. Keeping records of customer interactions, transactions, comments and complaintsProviding feedback on the efficiency of the customer service process and ensure customer satisfaction and provide professional customer support.

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  Standard Bank Group

  Aug 2020 - Oct 2022

  2IC -Coordinating a team of colleagues to ensure they consistently deliver outstanding serviceMonitoring team performance and providing constructive feedback ,Inducting new recruits and helping them to settle in and train them,Setting team rotas, managing absences and coordinating holiday leave ,Leading by example, setting targets and motivating team membersEnsuring customer service standards remain high and continually looking for ways to improveRunning quarterly staff appraisals for team members Assurance Serving Consultant - Promote a professional image when dealing with Product owners, SBSA Branch Consultants, SBIB Provincial Consultants, Finance, and IT (both internal and external) in accordance with the corporate values of SBSA Providing intermediary services to assurance customers by ensuring all legislative requirements are met. Provide all customers with feedback on all service requests, outstanding documentation, and telephonic resolutions according to customer relationship standardsAttend timeously and accurately to all renewals, amendments and cancellation as per client request/s and in accordance to SBIB system requirementsReview that products and services meet with the client’s requirementsAnalyse and apply underwriting knowledge and principles on each customer request to ensure that customer needs are met and all risk are adequately coveredProvide accurate information to reduce turnaround times and provide better customer serviceReduce customer complaints by interacting with relevant divisions and inform customer and or other relating entities on the progress of the queryRequest or send to client via post and emailDrive email conversion to ensure customers receive their documents and working towards a paperless environment Show less Promote a professional image when dealing with Product owners, SBSA Branch Consultants, SBIB Provincial Consultants, Finance, and IT (both internal and external) in accordance with the corporate values of SBSADebit and Stop order switching Change of beneficiariesReinstatements of policiesAdding/removing policy benefitsAdding/removing of escalations on policiesReviews and updates insurance policies for clients to ensure accuracy Reviewing cancellation requestsAdding/removing of cession on policiesAccurate feedback provided to clients and intermediaryHandling Client Requests Handling Client Emails & WhatsApp RequestsHandling Premium Admin Queries & RequestsAdhoc Quality Assurance performed as and when requiredPolicy Retentions and Generations of leads Show less

  • Assurance Customer Servicing / 2IC

    Jul 2021 - Oct 2022

  • Assurance Administrator Consultant

    Aug 2020 - Jul 2021
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  Envision Africa (Pty) Ltd

  Nov 2022 - Apr 2023

  Customer Service Administrator

  Managing the front desk and directing visitors to the relevant staffAnswer phone calls and transfer them to the relevant extensionAssist the customer service manager in handling customer queries, whether it is on email or telephonicallyAssist customers with nappi code and price requestsApply for nappi codes and communicate to customer service manager once receivedComplete Discovery PIN forms once a new nappi code has been applied forComplete Discovery price file classification spreadsheet when a new nappi code has been applied forGenerate quotations as requests are posted on Trello. This can include tender documents.Process customer orders on Pastel by generating sales orders, invoices and delivery notesProcess customer discount according to individual price agreements and discount structuresNotify customer service manager when stock items are on backorder and discuss alternativesProcess all incoming purchase orders Responsible for processing all sales quotations including international clientsProvide customers with delivery date (order confirmations)Invoices (sales)Handling and following up on logistics queries with courier companies & communicate feedback to customerManaging the front deskRespond to all orders received immediately and communicate the dispatch and expected delivery dateCross check purchase orders against invoice to ensure orders are being dispatched correctly by inventorProcess customer discount according to individual price agreements and discount structure Show less

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  Nedbank

  Jul 2023 - Oct 2024

  Multi skilled Client Service Consultant & Administrator

  • Adhere to the daily schedule to ensure that targets are met by following the work plan.• Ask auto-generated questions to determine risk profile. • Assist clients with servicing queries of both Long Term and Short Term Insurance; inbound and outbound (telephonically) and multimedia.• Escalate unresolved queries to management or relevant stakeholders.• Initiate claim registrations and facilitate claim follow-ups.• Communicate claim outcome and provide feedback on claim assessment reports. • Facilitate policy endorsements and cancellations.• Educate clients on multiple channels available for self-service.• Answer 80% of all calls within 60 seconds (80/20) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering.• Generate leads to increase revenue and grow client base. • Log incidents to resolve technical issues. • Follow Nedbank processes and values such as honesty; integrity; accountability; respect and pushing beyond boundaries when answering calls and when dealing with internal and external relations.• Escalate all unresolved queries to management by logging the case on the system.• products to the clients. Show less

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  Leading Edge Administrators

  Oct 2024 - now

  • Perform eligibility additions, terminations, and changes for new and renewal clients from electronic files, paper forms and portal. Confirm that enrollments or changes are done per legal or client specifications. • Validate enrollments to ensure that they are activated timely, and that information is correctly and completely entered. Proficiency in HIPPA ,COBRA .Verify that information needed for data transfer to affiliated vendors is included.• Provide feedback on implementations and renewals for eligibility processing to improve processes, workflows, and products.• Interface with providers, vendors, and internal departments to address billing or technical issues related to eligibility.• Create and maintain system access logons for Brokers and Clients.• Receive and respond to inquiries and data transfers from clients meeting department turn-around time for responses and queue levels.• Support team with review of system configuration and processes to ensure optimum processing.• Audit and validate ID card processing.• Generate and mail required notices for all product lines. Show less

  • Red Card Specialist

    Apr 2025 - now

  • Eligibility Specialist

    Oct 2024 - now