Jasper Janse van Rensburg

• Issue quotes to clients promptly and manage trade execution and client payment expectations.
• Evaluate counterparty credit risk for potential clients, ensuring that the firm maintained a healthy trading portfolio with minimal exposure to defaults.
• Built and maintain a portfolio of high-net-worth individuals and corporate clients.
• Address client inquiries, managed relationships, and assisted with client onboarding.
• B2B prospect sourcing and converting to new clients.
• Client FICA background checks, including internet search, social media profile reviews and connections to potential high risk criteria.
• Utilize advanced software tools to improve efficiency in trade execution, management, and recordkeeping.

• Led and mentored employees to foster teamwork and inter-departmental collaboration.
• Ensured operational efficiency with effective cost control measures.
• Managed guest relations to deliver a seamless Front of House experience.
• Reported maintenance needs and suggested improvements for service and product enhancements.
• Addressed guest complaints proactively and maintained visibility for both guests and staff.
• Demonstrated flexibility in responsibilities and working hours to meet business needs.
• Moved to Cape Town in November 2023 to manage the Western Cape Air B & B on a part time basis.

Team Leader (29 Months Experience):

• Managing a team of 12 Customer Service, Sales & Retention Representatives.
• Making sure their stats meet KPI’s and doing the relevant coaching where applicable to assist them in reaching these goals & company targets.
• Organizing and running weekly team meetings.
• Full recruitment process for new team members, from listing advertisements on Smart Recruiter, Interviews and training.

Acting Academy Leader & Coach (12 Months Experience):

• Initial training & coaching of new staff including one-to-one training sessions as well as coaching an entire group at a time.
• Ensuring Monitors, Coaching and Effort Audits are done as per agreed on our SLA.
• Creating new and updated training material.

Operational Support Advisor (13 Months Experience):

• Ensuring all complaints are dealt with appropriately, i.e., giving the customer the relevant outcome to resolve the complaint.
• Gather Month-to-Date stats on a weekly basis to create a worksheet containing information about all KPI’s.
• Taking over escalations when customers are frustrated or dissatisfied with the service provided.
• Managing the social media streams this includes responding to customer comments, assisting them with online queries and setting up outbound calls to ensure the customer leaves with the correct outcome.

Customer Service/ Sales Representative: (12 Months Experience)

• Servicing Customers in the United Kingdom therefore shift work currently from 15h00 – 23h15 Monday to Friday and 11h00 – 19h45 over weekends.