1. RESUME OF RUSSELL ROMAN
PERSONAL PARTICULARS
Address : 7 Savoys Street, Mindalore, Krugersdorp, 1739
Telephone (W) : 011 227 5012
Cell Number : 072 229 8886
Email : russell.roman@standardbank.co.za
EXECUTIVE SUMMARY
Professionalism, targets and exceeding customer expectation is of the utmost importance for
me to succeed in any institutions.
My many years of experience in banking and administration have enhanced my skills and
attributes to succeed in various organisations. I believe in client services; growing people and
delivering to stake holders. Tactfulness, positive behaviour and driven habits complimented
with the relevant experience and desire to self develop; make me continuously seek new
opportunities and challenges. I am a motivated, optimistic, positive and a passionate
individual who would like to grow within an institution. People, systems, processes and project
management has become an integral part of my daily duties.
Executing these tasks to the best of my ability has been acquired by research; trial and error
and the will to succeed. Taking on tasks with a holistic view and improving on negative
situations by constantly seeking opportunities, have become some of my most valuable
attributes. Due to our ever changing environment, process, procedures and regulations, I have
become accustomed to working with new information and different stakeholders regularly.
I am very enthused to move to a new position/challenge, which will lead to a managerial level
or a more senior role with more or different responsibilities. A new challenge would be an ideal
opportunity for my immediate career objectives.
SUMMARY OF SKILLS & PROFESSIONAL EXPERIENCE
• Currently acquiring experiencing in the EasySell department (Distress Sales)
overseeing the transfers team. Cancellation of distressed customers’ home loans.
• Five years call centre team leader experience (3 years as administration support for call
centre)
• Two year’s experience within the legal collections environment
• One year three months experience as a call centre agent
• Three years procurement assistant experience
• Five years experience in the credit card environment (Banking FNB SA)
• Excellent administration skills
• Expertise in providing and receiving coaching, information and feedback
• Good understanding of call centre operations
• Proficient with MS Office 2007 and call centre technology
• Compiling of weekly and monthly reports
• Ability to review departmental processes and work flows with view of improving
efficiency
• Ability to oversee, establish and document departmental procedures
• Ability to update management and staff with accurate information in a timely manner
• Ability to understand and execute tasks
• Ability to assist in role playing with colleagues to gain confidence and experience
• Exceptional leadership, management and motivational skills
• Analytical and able to interpret statistical data
• Strong internal and external relationship building
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2. RESUME OF RUSSELL ROMAN
CAREER SUMMARY
Position Company Dates
Team Leader EasySell
(SBG 10)
Standard Bank SA Home Loans
01 January 2015 –
Present
Team Leader – Inbound
Call Centre (SBG9)
Standard Bank SA Home Loans
1 March 2011 – 31
December 2014
Team Leader – Admin
Department (SBG9)
Standard Bank SA Home Loans
1 April 2009 – 28
February 2011
Legal Priority Collections
(SBG8)
Standard Bank SA Home Loans
01 August 2008 – 31
March 2009
Legal Cancellation
Consultant (SBG7)
Standard Bank SA Home Loans
1 March 2007 – 31 July
2008
Home loans Collections
Consultant (SBG7)
Standard Bank SA Home Loans
October 2005 – 28
February 2007
Procurement Assistant Goldfields Limited June 2002 – August 2005
Various administration
positions in the credit
card division
First National Bank SA June 1995 – 4 July 2000
EMPLOYER: Standard Bank SA Home Loans Division
POSITION: Team Leader – EasySell Home Loans (Distressed Sales)
Key responsibilities
• Responsible for managing a team of 7 transfer officers
• Manage the end-to-end transfer process of the EasySell transfers
• Manage relationships between attorneys and estate agent
• Approving of offers on home loans with a view to recover 80% of the
outstanding balance
• Manage and control processes on transfers to mitigate delays and
minimise costs
• Ensuring effective strategies are executed and adhered to
• Provide support to business units and customers with queries to aid the
recovery process by ensuring SLA’s are maintained at all times
• To lead and supervise the team in order to ensure that recoveries rates
on accounts are met and exceeded
• Taking accountability for leading, guiding, developing, supporting and
motivating staff to consistently meet high quality service standards and
achieve set goals
• Contributing to the success of the Easysell distress sales area by playing
a mentoring/coaching role by sharing knowledge with sub-ordinates
• Manage, coach, support and lead the team towards achieving
departmental targets and objectives focusing on ensuring the Transfers
are registered within the prescribed laid down turn around times
• Protect the bank’s interest and ensure that the image of Standard Bank
of South Africa Limited is maintained.
EMPLOYER: Standard Bank SA Home Loans Division
POSITION: Team Leader – Inbound Collections Call Centre
Key responsibilities
• Responsible for managing a team of between 8-9 inbound call centre
agents
• Managing the team effectively to ensure organisational goals and quality
performance are achieved through coaching and mentoring
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3. RESUME OF RUSSELL ROMAN
• Reward and recognise team and individual performances
• Attending to escalation calls and all related queries with in turnaround
times
• Daily monitoring of systems and equipment to ensure that it is
operational
• Compiling of daily, weekly and monthly stats and reporting to line
manager
• Compile and discuss monthly KPI`s, midterm and yearly appraisal
• Initiate administration duties outbound and calls when needed
• Ensure that the HR policy and procedures of the business are strictly
adhered to and addressed when necessary
• Responsible for call evaluation, quality assurance, coaching, MIS,
feedback, motivation of the team and technical support
• Guiding and enforcing the Contact Centre disciplinary Code of Conduct
• Monitor timekeeping and attendance of the Contact Centre staff with
regards to workforce schedules
• Effectively communicate to the Contact Centre department objectives on
a regular basis
• Daily feedback to Contact Centre Manager on productivity and
performance of the team and department
• Manage sms administration within the department to ensure SLA are met
• Management of various stakeholders and the relationships
• Delegation of adhoc functions and assignments
• Create a competitive and productive lively environment
EMPLOYER: Goldfields Limited (Mining)
POSITION: Procurement Assistant
• Responsible for servicing two gold mines in Ghana with regards to
acquiring mining equipment
• Administration of enquiries received from the mines
• Sourcing of equipment and preparing of documentation for expedition
• Do follow ups on orders placed and deliveries of equipment
• Liaise with exporters (UTI) to ensure all documentation is received and
that it is in order
• Handling all related queries and administration
EMPLOYER: First National Bank SA (Credit Card Division)
POSITION: Various Administration Positions
• Liaison Clerk
• Internal Sales Consultant
• System Administrator
QUALIFICATIONS
Matric – 1992
NQF level 4 (Awaiting results done through IQ Business)
Paralegal Certificate – 2008 (Civil Litigation, Debt Collection, Wills & Estates, Contract &
Corporate Law)
In-house Courses
Global Team Leader Programme Certificate – 2009
Business Writing Skills Certificate- 2009
Team Leader Curriculum – 2010
Global Team Leader Program - 2011
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4. RESUME OF RUSSELL ROMAN
PERSONAL ATTRIBUTES
• Analytical
• Assertive
• Broad-minded
• Capable
• Competent
• Confident
• Independent
• Optimistic
• Organised
• Persevering
• Practical
• Responsible
• Amiable
REFERENCES
Available upon request.
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