Sheena Maharaj is a Key Account Manager at Alexander Forbes with over 10 years of experience in recruitment, sales coordination, and customer service roles. She holds a matric certificate and has completed various internal and external courses in Microsoft applications, accounting systems, banking, and business skills. Her current role involves troubleshooting systems, training clients, approving claims, and maintaining client relationships. Previously she has worked as a Recruitment Consultant, Sales Coordinator, and Customer Service roles at various companies.

1. SHEENA MAHARAJ
.
PERSONAL DETAILS
Number: 084 256 7490
Email: maharahshe@aforbes.co.za
Sex: Female
Date of Birth: 1985/01/26
Nationality: South African, White
ID Number: 8501260191084
Languages: English, Afrikaans
Marital Status: Married
Dependants: 2
Drivers: Yes, Code B
EDUCATION
Highest Standard Completed: Matric
Institution: Mondeor High School
Year: 2003
Subjects: English,Afrikaans,Home Economics,
Business Economics,Art
TERTIARY OR IN-House Courses Completed
 Microsoft Excel – Intermediate (Internal)
 Microsoft Word beginners and intermediate (Internal)
 Executive PA Presentation Certificate (External)
 TCF (Module 1 & 2) (Internal)
 Customer Service:Communication Skills & Inter-personal Skills (Internal)
 Diversity ManagementCourse (Internal)
 Product Knowledge (Internal)
 Code of Banking Practice (Internal)
 FAIS Course (Financial Advisory Information Systems) (internal)
 FICA Training (Internal)
 Frontline Professionalism Course (Internal)
IT APPLICATIONS
 WINDOWS
 MICROSOFT WORD
 MICROSOFT EXCEL
 MICROSOFT POWERPOINT
 MICROSOFT ACCESS
 NERO
 COREL
ACCOUNTING SYSTEMS KNOWLEDGE
 SAP
 KERRIDGE (KITE 7 & 8)
 PASTEL PARTNER 11 & 9
 VIP PAYROLL
 SARS E-FILING

2.  AF ONLINE
 KHANYE
 SSO (SINGLE SIGN ON)
 CPS
 ABIE (ONLINE BRANCHES BANKING SYSTEM)
 AS400
 SIEBEL (QUERY LOGGING SYSTEM)
 PAPER TRAIL
SKILLS AND SPECIFICATIONS
 Good analytical,deduction and problem-solving skills
 Good communication skills,both written and verbal
 Confidentand outgoing and be adaptable to change
 Versatile and deal with clients from various walks of life
 Able to deal with stress and work under pressure
 Good presentation skills
 Ability to prioritize and multi-task
 Experience in documentation ofbusiness requirements,analysis and features.
 Effective problem-solving skills
 Highly organized and responsible in nature
PROFESSIONAL EXPERIENCE
May 2010 to Current
Employed at Alexander Forbes Financial Services
Position: Key Account Manager
Key area of responsibility and specific competencies:
 Troubleshootand identifyany system related problems and proactivelyreport them to the relevant
divisions/person.
 Training and supporting ofparticipating employers and HR representatives /directors on how to utilize the
Alexander Forbes web based (online) employer portal “AF Online”.
 Link and activate new registrations on the AF Online portal.
 Importing of web files
 Analyse and approving of online claims.
 Monthly reporting and statistics.
 Piloting and being involved in new initiatives and projects (providing qualitative feedback and solutions).
 Work with detail,problem solve and communicate problems
 Provide service to customers byanswering questions,providing information,making
Referrals,and assuring appropriate follow-through and/or resolution.
 Write reports,business correspondence, and procedure manuals
 Identifying and assessing a client’s critical needs
 Identifying shortand long term growth opportunities
 Keeping up to date with markettrend and competitor activity
 Being a pointof contact to priority customers and resolving anyis sues thatthey have
 Collecting and communicating customer requirements to all necessarydepartments

3.  Networking with business partners and customers
 Monitoring the effectiveness of any marketing campaigns
 Maintain weekly appointments to clients for implementation and supportas per targetdeliverables.
 Maintain clientrelationships atmultiple levels ofthe clients business bymaking frequentcontact and
maintaining expert-level knowledge oftheir business,industryand key competitors
 Serve as the primaryliaison
 Coordinate implementation ofnew cases including accurate and timelyproduction ofcontract, booklets,and
bills.
 Work with Sales Consultants,brokers and customers to develop re-enrolmentand renewal strategies.
Prepares for pre-renewal face to face visit to review claim trend analysis,plan change opportunities,and
opportunities for new sales/solutions.
 Coordinate and conductcustomer/broker meetings as needed
 Develop strong,trusted relationships with assigned groups,internal partners,agents ,consultants,brokers
for existing customer retention and new customer acquisition.
 network with clients to build relations and sustain them
 mustprepare and presentbusiness proposals and presentations
 Ensure communication is executed timorouslywithin the 48 hour service level agreementto internal clients.
 Telephone etiquette and a strong persona and understanding ofdifferentcultures and personalities.
 Good multi-tasking and writing skills required to uphold professional stature ofthe organization.
 Attention to detail and initiative are a key competencyfor the role.
 Good organization skills and time managementskills muststill be expanded on.
 Ability to build and maintain trustand gain commitment.
 Stress tolerance.
 Recognize potential complaints and assistthe clientaccordinglyto obtain a desirable outcome
 Training of clients on software or any additional software,systems,upgrades,enhancements and
developments.
 Assistin the definition and implementation ofthe integration.
Reason for Leaving: There is no room for growth in the current role.
March 2009- April 2010
Employed at: Brent personnel
Position: Recruitment Consultant
Key area of responsibility and specific competencies:
 Assisting clients to find suitable candidate to fill their vacancies
 Placing adverts in relevant marketjournals and publications
 Making phone calls to candidates who are judged to be eligible.
 Conducting phone interviews with prospective candidates.
 Describing the work duties,salaryand benefits of a particular vacancy.
 Doing background checks and verifying the references,work experience and academic qualifications of
applicants
 Screening,testing and assessing candidates.
 Developing a relationship with interviewees.
 Receiving and reading through the CVs that job seekers have sentin to the recruitmentagency.

4.  Arranging interviews with candidates who have been shortlisted for a position.
 Drawing up shortlists ofsuitable candidates.
 Involved in negotiating the salarybetween the clientand the candidate.
 Assisting applicants with their interview techniques.
 Calling up a candidate and informing them ifthey have been successful or unsuccessful in their application.
 Cold calling companies to generate more business for the recruitmentagency.
 Attending meetings with clients attheir offices.
 Ensuring the compliance ofany temporaryworker or contractor placed.
 Building own database ofclients and contacts.
 Experience of filling both temporary and permanentpositions.
 Experienced in daily time planning.
 Have a business to business sales background.
Reason for leaving: Head Hunted from Alexander Forbes
September 2008 till February 2009
Employed at: Samsung Electronics
Position: Sales Co-Ordinator
Key area of responsibility and specific competencies:
 Provide administrative supportand assistance to the ChiefFinancial Officer of the corporate division.
 Coordinating sales appointments.
 Obtain and calculate total freight costs/expenses.
 Processing ofquotations,orders and other related office administration duties such as building client
relationships,answering oftelephones and supporting the logistics manager and his team.
 Update forecasts in the absence ofthe logistics manager.
 Updating,Filing and recording of all orders taken as well as all correspondence with customers.
 Establishing and maintaining effective working relations,communication and coordination with personnel
and management.
 Informing logistics manager ofarea activities and significantproblems.
Reason for leaving: Offered Position in Recruitment
July 2007 till September 2008
Employed at: Diners Club International
Position: Corporate Division Co-Ordinator

5. Key area of responsibility and specific competencies:
 Provide administrative supportand assistance to the directors ofthe corporate division.
 Assistclients with queries and problems pertaining to the Diners Clun card offering,productservices and
processes.
 Identify new business opportunities and distribute them internally.
 Assistin adhoc tasks within the corporate sales team.
 Assistwith administrative tasks in running the Gauteng corporate division.
 Liaison ofthe corporate division and new business department.
 Attending to telephonic requests for ATC, chance of signatories,cancellation ofcards and more complex
queries.
 Follow through on travel agent queries,requests and complaints within the standard turnaround time.
 Provide feedback to travel agents on calls received.
 Receive application for new business corporate cards and distribute to the new business department.
 Track progress ofall applications sentto new business
 Develop and maintain an outbound call program to key travel managementcompanies to ultimatelybuild
new relationships with them.
Reason for leaving: I reached my plateau within the division.
December 2005 – June 2007
Employed at: Diners Club International
Position: Administrator/ Customer Service Consultant
Key area of responsibility and specific competencies:
 Customer Liaison.
 Authorization of creditcard transactions.
 Customer Liaison.
 Outbound Call Centre.
 Travel Insurance.
 Meet productivity targets as determined by individual contract.
 Quality targets metas per telephonic monitoring QA –processes.
 Resolve clients’ technical/sales queries or escalate queries to relevant departments.
Reason for leaving: Promotion within Company
August 2004 – November 2005

6. Employed at Standard Bank South Africa
Position: Administrator/ Customer Service Consultant
Key area of responsibility and specific competencies:
 Customer Liaison.
 Authorization of creditcard transactions.
 Customer Liaison.
 Outbound Call Centre.
 Travel Insurance.
 Meet productivity targets as determined by individual contract.
 Quality targets metas per telephonic monitoring QA –processes.
 Resolve clients’ technical/sales queries or escalate queries to relevant departments.
Reason for leaving: Temporary assignment.
REFERENCES
Natasha Zaphiropoulous (Implementations Manager-Alexander Forbes)
(011) 269 1563
071 360 2314
Deon Pillay (Logistics Manager - Samsung)
(011) 549 1674
Otieno Okello (Director: Sales & Marketing – Diners Club International)
(011) 358 8525
084 8000 298
Shane Van Der Byl (Customer Service Manager – Diners Club International)
(011) 631 9257
Karl Davis (Supervisor – Diners Club International)
(011) 358 8451
Clare Cox (Manager – Standard Bank)
(011) 241 2368

7. Capacity Statement
Good Day,
I am a conscientious person who works hard and pays attention to detail.I'm flexible, quick to pick up new skills and
eager to learn from others.I also have lots of ideas and enthusiasm.I'm keen to work for a companywith a great
reputation and room to grow.
I have excellent references and would be delighted to discuss anypossible vacancy's with you at your convenience.
In case you do not have any suitable openings atthe moment,Iwould be grateful if you would keep my CV on file for
any future possibilities.
I have experience of more than 10 years .Besides all ofthe office experience that I have, I am also an excellent
communicator,a quick learner,and have well honed administrative skills.
I can easilyestablish and maintain rapports with keyclients and track the activities of competitors. I have extensive
knowledge ofcustomer service and building strong relationships with myclients.I have strong communication,
negotiation,interpersonal and problem solving skills.
My work has been appreciated by all the customers with whom Ihad to deal with. For them I mean total customer
satisfaction.
I thrive on solving customer’s problems,attending to the customer’s phone calls regarding complaints and queries
and then solving them immediatelyand at lastsupervising the company’s outlet.
It would be a pleasure to meetpersonallyto discuss myknowledge and how itwill be useful to you. Please letme
know if I can provide you with any other information or references,Ilook forward to hearing from you
Kind Regards,
Sheena Maharaj