Geraldine Dlima

• Processed end to end payroll for multiple clients, one of the major clients' having an employee strength of 3800 employees, consisting of biweekly and semi-monthly employees.
• Promoted within a year to Client Service Lead based of the relationship and performance with the client and vendors. Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Participated in regular meetings with senior leadership to provide updates on team progress. Provided coaching and feedback on employee performance, encouraging professional development.
• Established clear expectations for employees, providing guidance when needed.
• Ensured regular performance reviews to assess individual team member progress. Conducted Weekly employee standout checkins and quarterly checkins to focus on areas of opportunities and key performances.

> Worked with multiple clients as a business operations specialist during my experience with Accenture.

* YouTube:

• Worked with the Creator Support & YouTube policy team, partnered with content creators & helped with boosting their channels' traffic & analytics.
• Resolving service requests for YouTube subscribers and resolving service requests and community issues/concerns.

*Google Pixels:

• This was a pilot process and I was responsible for gathering all business reports and creating summary reports for the management.
• Worked as an SME and assisted the tech development teams in navigating more efficient ways to utilize existing technology.

*Microsoft Digital Marketing System:

• Executed website redesign tactics, refining brand consistency, increasing engagement traffic and reducing web page loading time.
• Maintained dashboards providing real-time insights for business operations.

• Started my career with HSBC as a customer service representative, for the UK retail banking team initially and later progressed to the Fraud detection team and was responsible for addressing customer concerns and banking disputes.
• Investigated potential fraudulent activity associated with customer accounts by conducting thorough research into each case.
• Identified areas for improvement within existing processes associated with dispute resolution and recommended solutions accordingly.
• Analyzed customer account data to identify patterns or trends in order to prevent future disputes. Initiated communication with customers to resolve disputed charges.
• Got promoted to mentoring, training & coordinating for new hires and PIP employees for UK banking, conducted learning events for business needs. Evaluated metrics to ensure the team were meeting the training KPI's. Implemented QA programs that increased customer retention by 62%.
• Provided guidance and support to other departments regarding dispute resolution policies and procedures.
• Conducted training sessions for staff members on best practices for handling customer complaints and resolving disputes quickly.