1. Education Details
Key Skills
Extensive work ethics and professional attitude combined with passion and strong emphasis on reliability, high
accuracy, integrity and teamwork.
Productivity and efficiency improvements; development of systems & procedures
Positive decision making, ensuring successful completion of tasks; methodical, well organised and thrives under
pressure to meet deadlines whilst maintaining high quality standards.
Team player and assertive planner
Setting of high targets and consistently meeting fixed deadlines
Numeracy and analytical rules across all business systems
Call centre experience, Management /training / Hr related consulting skills
Education Details
Courses / Diploma’s Completed:
Matriculated at Jan Viljoen High
Absa Retail & Business Bank, Sales & Relationship Management Learner ship Programme (NQF Level 5)
Alison Distance Learning Academy – Computer Training Suite
Diploma in Human Resources, Business Communication – Managing Successful Team Meeting, Diploma in Project
Management, Customer Service Training
Diploma in Operations Management, Modern Project Management – Management the Project Start up, Scheduling
and Budgeting, Project Management – Quality, Risk, Procurement and Project Closeout Project Management –
Quality, Risk Procurement and Project Closeout
Diploma in Business Management
Short in-house courses done with Absa , all certificates / transcripts available upon request
Computer Literacy & Strengths /Skills
Fast link, Lea, ODP, SharePoint, SAP “One View, R3, detailed CRM”, Workflow, Compass, IMEX, HP12c
Financial Calculations, Professional Excel, MS Word, XP, Document Viewer, IMSP, NAC, LA Mainframe,
Career Summary
Current Employment:
Name of firm: ABSA / Barclays Bank Limited
Liaises with: Banking Channels,
Designation: Consultant BGI “Bonds, Guarantees and Indemnities (Revenue Leakage Project)
Period of work: September 2015 - current
Key Roles & Accountabilities:
Verification, rectification & capturing of BGI transactions
Regulatory Compliance and Risk Control
Maintain a good understanding of all governance applicable to the BGI Centre (FICA, SOX, Exchange Control, and
ABSA Trade Sanctions
Correct recovery of charges as per specific agreed client deviations/tariffs
Reporting all statistical data & end of day status reporting as required
Managing progress of transactions and Pace of project to report accurate MIS daily to relevant superiors
To capture, validate and deliver and administer all procedures pertaining to the processing of BGI products, ensuring
adherence to all applicable regulations, processes and procedures. Deliver a world class of service to customers
according to agreed service standards and customer value proposition.
Manage workload and deliver MIS on a daily Basis
Name of firm: Liberty (PTY) LTD
Liaises with: large to medium Corporate Channels /Commercial Clients
Designation: Corporate Connect Trainer / Sales Consultant and Training Support Consultant (“LC” Liberty
Corporate Connect Project)
Period of work: October 2014 – August 2015
Professional profile of Gilda Antonio
Contact details: 078-0100-455 / antonio.gilda@yahoo.com
Address: 966 Florin Road, Strubensvallei, Ext3
Drivers Licence: Yes

2. Reason for Leaving: End of Contract
Key Roles & Accountabilities:
Train and assist large to small corporate client, employees and financial advisors with LC Connect Billing and
Administration system on provident and standalone funds face to face and telephonically
Facilitate technical support to the project team, support resources, financial and advisors pre and post training.
Proactively manage, build relationships to meet Sales and conversional targets
Actively manage all survey’s are conducted with all and every party involved to ensure improvement of product,
systems and services given.
To management Finance and payment queries on and before any billing and contribution is submitted.
Name of firm: Nedbank (PTY) LTD
Liaises with: Insurance large to medium clients
Designation: Insurance Administrator and Back office support (Project)
Period of work: July 2012 –September 2014
Reason for Leaving: End of Contract
Key Roles & Accountabilities:
Insure accurate calculations, updates of interest rates, instalments and benefits captured. Ensuring all
weekly/monthly reports received from IT are actioned i.e. fix Nedcredit errors. No losses through negligence and
interest claims as a result of incorrect calculation of benefits
Contribute to process enhancements, ensure that there are no unsatisfactory audit findings, accurately records
volumes daily, comply with regulatory requirements e.g. code of banking practice, money laundering
Performance agreement and personal development plan in place Performance appraisal done twice per annum.
Formal and informal learning and development as per development plan. Living the values
All work done 100% within SLA - telephones, faxes, emails, Scopus cases complaints dealt with immediately,
complaints and errors reduced from month to month, effectively recalculate rates, instalments, pay plans, Nedcredit
benefits, maternity extensions and staff resignations.
Assisting with short term insurance products such as Credit Life, Top up cover, mechanical warranty, and act.
Name of firm: ABSA Bank (PTY) LTD
Liaises with: Corporate & Commercial Asset Finance small, medium and large clients
Designation: JG Specialist Customer Services (C) /Managing Consultant (SAP BA)
Period of work: June 2010 to August 2011
Reason for Leaving: Resigned Due to personal reason’s
Key Roles & Accountabilities:
Acted as subject matter expert in various client presentations and discussions on CRM, Customer Experience
Management, Sales and Service Transformation
Building and implementing a strategy to allow commercial asset finance segment/product customer on-boarding,
activation and migration with SAP, One view, CRM and R3 system to improve customer Service
Responsible for handling operational and procedural issues and queries for a portfolio of ACBB customers that hold
asset finance through ABSA
Responsible for the Commercial asset finance department by taking ownership of all operational issues and
deadlines by attending meetings at all levels to ensure and maintain smooth business operations
In addition, to implement and manage the cross product strategy and the overall product portfolio across Retail and
Business Bank, ensuring product portfolio optimisation in order to meet business objectives in a profitable and
efficient manner
Assisting Senior Management at Accenture with business development opportunities within the Commercial asset
Financial Services industry
Assessment of best in breed workflow / front-end integration systems for a leading South African Bank
Innovating strategies and processes to improve the customer experience in Commercial Vehicle Finance and
overseeing their implementation
Investigate and resolve servicing issues arising from the client portfolio as requested by Business Banker or the
Consultant Product Asset Finance or the client itself
Name of firm: ABSA Bank (PTY) LTD
Designation: Product Specialist (C) / Sales and Services Support (SAP BA)
Period of work: December 2004 –May 2010

3. Reason for Leaving: Headhunted to Commercial Business Banking
Key Roles & Accountabilities:
Responsible to resolve enquiries and discrepancies which cannot be resolved by specialist service line, through in-
depth product, process and system knowledge
Participate in Business analyst Position with ABSA / SAP/R3/CRM business banking testing and roll out
Daily operational functionalities –effective mobilization of resources, and staff adherence, development, coaching,
mentoring, performance discussions, moral, attrition, FICA compliant
Daily interaction with external contracted roll players on management level pertaining to customer complaints in
order to promote customer centricity by effective service delivery
Manage existing complaint reports /dashboard by presenting MIS presentations to managers on improvements and
gap analyses, my achievement and recognition received was reducing the influx of resolution to 90%
Optimization of internal processes, Monitor and Report internal system constrains
Investigate and interpretation of daily reports and MIS in order to manage SLA by identifying process gaps and
customer behaviour
Part of my duty was to also meet with internal auditors to audit the process, request fulfilment on the “Fast link
machine” to ensure world class standards are delivered at all times
Analyses and interpretation of Financial and Detailed statement, financial calculations, reconciliation and analyses
of accounts
To deliver support to the contact Centre sales and service lines, branches, divisions and head office by managing
incoming customer and Ombudsman complaints through efficient analysing discrepancies and once-off resolution
by detailed investigation and subsequent provision of manual detailed statements, letters, expounds, act.
Identify and investigating possible gaps for MIS purposes, further more investigate to assist with further
development of staff members at all levels
Name of firm: ABSA Bank (PTY) LTD
Designation: Vehicle asset finance Consultant: Settlements, Low risk & High risk
Period of work: February 2003-November 204
Reason for Leaving: Appointed permanent in December 2004
Key Roles & Accountabilities:
Calculate, quote settlement to individual clients and dealers requested telephonically
E-mail, Fax original documentation to relevant clients requesting them
Provide detailed account information to relevant clients upon telephonically requests.
Strive to succeed and provide a world class service to each and every client
Providing explanations on short term insurances, example: top up cover, credit life, mechanical warranties act
Name of firm: Vision Express “One Hour Lab”
Designation: Consultant: Lab and Retail assistant
Period of work: January 2001 – January 2002
Reason for Leaving: Working holiday Visa expired and decided not to renew, hence return back home to South-
Africa
Key Roles & Accountabilities:
Dispensing /measuring of prescription with and size for spectacles that will suite the client cosmetically and
medically
Assisting walk in clients to choose frames and lenses that will be suitable for them
Glazing lenses to the right thickness and prescription provided by the optometrist
Cutting and measuring lenses to instructions received
Achieved a Lab bronze, gold and silver certificate