I am eager to learn new things daily. I can adapt to change easily, and work well in a team and without a team.

1. Curriculum Vitae Of
Kayleen Santana Prinsloo
Personal Details
Surname : Prinsloo
Names : Kayleen Santana
Date of Birth : 04 April 1987
Address : 184 Robert Jones
Eersterus
Pretoria
0022
Contact Number : 079 879 6445 / 074 819 9436 / 0113545266
Email address : Kayleen.Prinsloo@absa.co.za or
Kayleen.Prinsloo@gmail.com
ID Number : 8704 1102 66 086
Gender : Female
Race : Coloured
Marital Status : Married
Dependant : 2
Nationality : South African
Criminal record : None
Academic History
Institution : Hospital School Pretoria high
Highest Grade Passed : Grade 12 (2005)
Subjects : English
Afrikaans
Economics
Business Economics
Typing
Institution : PSG
Qualification : 33 FAIS credits
Duration : October 2008
Skills and interest
I have worked in the financial industry most of my career and within the Barclays Africa group. This has assisted me in
gathering skills that I can use anywhere. I can deal with challenges to find new ways of bettering the workplace. I have
great administration skills, with supporting all my colleagues. I also understand being aware of the risks in all my
actions and being able to escalate when needed. I am young energetic and love working with people inside and
outside of the office. I can motivate just about anyone. I work very well under pressure. I have great ambition and
strive to be the very best I can be in everything that I do by developing myself in all aspects.
Development areas, I am currently dealing with Defended matter, but multi-skilling myself in Liaison officer work, as I
like to expand my knowledge.
I love working with my community within the Eersterust Child Welfare Soup Kitchen. I also participate in my CSI, this is
my first year being a representative in our Barclays Group Africa, Pretoria, and I am enjoying every moment.
Third party Products worked on: Santam, Mutual & Federal, Auto & General, Absa insurance, Regent and Brolink
Systems knowledge and skills
 Ms Outlook
 Ms Word
 Ms Excel
 Ms Power Point
 Asti
 Docq
 CAMS
 Internet explorer
 CMS
 Nice
 Absa Intranet
 Codeplex
 Avaya Telephone
 Striata syste
 Workware 5 RTM
 AOM
 Google Chrome
 Lawdocs
 Sessions A
 Debt manager

2. Current Experience
BARCLAY'S AFRICA GROUP, Credit Card - (Legal Outsource Unsecured Absa Retail Collections & Recoveries)
From 11 Nov 2013 to Current date
Positions held: Liaison Officer
Responsibilities:
 Attending to all Defended matters (credit card accounts that have come over to legal and being defended by an
attorney at court on the behalf of the bank)
 Preparing of recession of judgement letters, Typing out letters and sending them to clients via email or post ,
 Finalising the account until it is settled.
 Keeping record of al Daily stats for my productivity and utilization for my performance.
 National Complaints; Investigating, solving and giving feedback to clients on Action Line, Hello Peter,
Ombudsman, Media and Management complaints.
 Affidavits for attorneys, filling, and compiling all affidavits received from attorneys.
 Compiling of our monthly Telephone bill for my team leader.
 Compiling our daily Attendance register for my team leader.
 Compiling our monthly Absenteeism report for my team leader.
 Liaising and corresponding with clients and attorneys via telephone, emails post, and face to face.
 Servicing all matters as promptly and efficiently to ensure that all tasks are completed timeously and correctly.
 Reading, understanding relevant legislation and conducting independent research in this regard.
 Attending to all incoming correspondence from clients and attorneys as matters arise.
 Updating and maintaining all clients’ records for audit purposes.
 Working on all policy accounts; Deceased, Administration and Sequestration, checking of all court documents.
 Refunding clients; full investigation on account, transaction history.
 Searching, printing and working through credit card statements on any queries received
 Preparing statements, closure letters and affidavits for recession of judgments for clients and attorneys.
 Quality Report – doing quality checks on team members daily work, to ensure that mistakes are not recurring, and
to get better ways of working, to enable us to track where each individual can improve by sharing knowledge.
 Prescription account, investigating and sending detailed feedback on findings for admin departments.
 Fraud accounts, investigating accounts and sending with detailed reports to our admin departments full
investigation.
 Independent correspondence with attorneys and clients in assisting them in legal process and instructing on way
forward on legal accounts.
 Managing risk; escalating risk on accounts to managers and attorneys if need be.
 Annualizing Consolidated Supplier report and asked questions where needed.
 Working through Month on Month Report received from attorneys and asked questions where needed.
 Annualizing my attorneys recoveries report Year to date and asked questions where needed.
 Annualizing my attorneys Month end view of their Portfolio and asked questions where needed.
 Receiving attorneys Legal CD and verifying the CD.
 Running with our month Performance discussions with our attorneys either face to face or via dial in.
 Typing of our Performance discussions Minutes.
 Saving of our Performance minutes & Supplier Confirmations on P-DRIVE.
 Annualizing our Accounts closed on Book monthly report, and asked questions where needed.
 Doing Follow up on our daily queries within SLA.
 Annualizing our Weekly PTP (Performance tracking Report) that attorney sends, follow up on the action plans of
the attorneys, so each week I need to ask feedback on previous week action plan/focus areas. Ask relevant
questions, when attorneys mention focus areas - they need to elaborate on what they are going to do, they cannot
just say: concentrate on Activations.
 Completing a Summary report for team leader to indicate where our attorneys are sitting on a weekly basis on the
recoveries with their highs & lows indicated.
 Making sure all attorneys Daily settlement listings are received by 09h00 a daily basis.
 Keeping a Striata/Data tracking sheet to indicate all queries received for the month
Previous Working Experience
ABSA INSURANCE (HOC) - HOC Claims Fast Track claims
14 Aug 2013 until 1 Nov 2013
Positions held: Claims consultant
Responsibilities:
 Attending to all geyser and pipe claims
 Speaking to the clients

3.  Finalising the claim until client is happy
 Daily stats of process claims and approvals done
 Putting in Oasis request for over all department
 Handling of Action Line complaints
ABSA INSURANCE (HOC) - AIC: Personal Business - HOC Claims
27 Sep 2010 until July 2013
Positions held: Call centre agent / Back office assistance and Operations Assistant
Responsibilities:
 Registering new claims with clients via telephone, claim forms and face to face
 Attending to geyser claims
 Appointing contractors
 Claims processing
 Action Line Complaints
 Handling of invoices
 Assisting on all claims
 Typing out letters and sending them to clients via email or post
 Listening to voice mail calls and giving clients feedback
 Finalizing of all claims
 Member of the Social Club committee
 Assist in excellent customer service
 Exceed daily targets
 Operations of the day to day planning of the business
 Compiling daily telephone stats
 Compiling monthly stats of how the team has performed
 Monitoring our CSI (customer service index)
 Handling , monitoring and giving feedback on all Action Line, CEO, Hello Peter and Ombudsman Complaints
 Auditing of all cash settlements done on claims
 Planning all functions ex: farewell parties, baby showers, long service certificate awards
 Ordering of new equipment, (Pc’s, telephones, printers, hardware, software ect)
ABSA INSURANCE COMPANY - Absa Insurance Drive-Thru Centre - Short term Personal lines insurance
12 May 2009 until 23 Sep 2010
Positions held: Service Consultant
Responsibilities:
 Managing of Drive-Thru centre when manager is not in
 Speaking to clients on a face-face basis and telephonically
 Registering of new claims (Motor, HH Hold and All Risk)
 Making changes (amendments) on clients existing policies
 Capture of all new business and amendments
 Retention, on walk in clients and phone in clients
 Doing vehicle inspections for (PG glass)
 Sending out letters to clients via email
 Converting of policies
 Arranging of appointments for assessors to see damaged vehicles
 Self-testing tracker units in client’s vehicles
 Following up with clients on the claims
 Handling of invoices (Filling and ordering when items are needed or when finished)
 Admin: checking on stationery stock, paper and cleaning supplies
 Handling of Drive-Thru meetings
 Compiling of daily stats of clients received, calls, claims and amendments done
ABSA BROKERS - AFS Contact Centre - Short term Personal lines insurance
22 Jan 2007 until 30 April 2009
Positions held: Client Services Consultant
Responsibilities:
 Amendments of policies
 Handling clients queries and complaints
 Claims processing

4.  Retention of clients
 Re-brokes
 Provide customers with confirmation of cover
 Calling clients for confirmation of insurance
 Assist in excellent customer service
 Exceed daily targets
 Able to operate under minimum supervision
 Supply friendly and excellent service
 Assisting dealers in sending out confirmation of cover
 Multi-skilled in processing/verdicts
ABSA TELE TECH CALL CENTRE
Position held: Sales consultant
Jan 2006 until May 2006
Responsibilities:
 Client support and customer services
 Selling of life insurance contracts and other accessories
 Surpassing sales targets
 Supply friendly and excellent service
REFERENCES
1. Name Georgina Matthee 5. Name David Radiokana
Occupation Team Leader - ABSA CREDIT CARD Occupation Manager - ABSA INSURANCE (HOC)
Contact No 0823197868 or 011 354 5259 Contact No 076 618 3433
2. Name Lorato Tamenti 6. Name Marleen Heystek
Occupation
Team Leader ABSA INSURANCE Fast
Track Claims
Occupation Manager - ABSA INSURANCE COMPANY
Contact No 0834643061 or 011 501 8815 Contact No 083 276 7522 or 0860 30 20 11
3. Name Linette van Heerden 7. Name Mac Donald Adams
Occupation Manager - ABSA INSURANCE (HOC) Occupation Team Leader - ABSA BROKERS
Contact No 082 671 1316 or 011 501 8604 Contact No 073 256 1429
4. Name Steven Rampya 8. Name Rini Mills
Occupation Manager - ABSA INSURANCE (HOC) Occupation Manager - ABSA TELE TECH CALL CENTRE
Contact No 0745191394 or 0788938803 or 0115018602 Contact No 012 552 7111