1. Personal Details
Name & Surname: Lavern Theron
Commonly Known as: Lavern
Nationality: South African
Contact Numbers (Cell & Work): 011 63604190 & 0836347441
e-Mail Address:
Lavern.theron@standardbank.co.za
Are you currently a Permanent
Employee?
Yes
Current Position Grading
(e.g. SBG11)
SBG09
Qualifications
Qualification (including Matric) Institution Date
Matric East Rand Secondary 2001
Subjects: • Economics
• Business Economics
• Typing
• Biology
• Afrikaans
• English
1

2. Qualifications
Qualification (including Matric) Institution Date
Relevant Training
Description Institution Date Duration
Global Team Leader Programme
GLC 2009 5 days
Performance Coaching
Hackle Brook 2008 2 weeks
Team Leader Curriculum
6 Simmonds 2011 2 months
Six Sigma White Belt Pre & Post Coaching
SBSA 2012 2 Day
Six Sigma White Belt POE
SBSA 2014 1 Day
Customer first Report and Managing the
work list
Money Laundering
SBSA 2014 1 Day
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3. Career Summary
From Until Position
Eskom
2002 2003 Debt Collections Officer
Division: Collection
Standard Bank
2004 2007 Account Management Consultant (Outbound)
Division: Card Division
Standard Bank
2008 2010 Team Leader Card Collections (Outbound)
Division: Card
Division
Standard Bank Team Leader Collection (Outbound)
2011 Current
Division: Home
Loans
Career History (1 Most recent positions)
Employer (1): Standard Bank
Division: Home Loans
Period: Current
Position: Team Leader Collections
Summary of Duties and Responsibilities:
3

4. Career History (1 Most recent positions)
 The Team Leader is responsible for the daily running and management of a call centre through the
effective use of resources, with the responsibility for meeting customer service targets (SLA) and
planning areas of improvement or development
 To co-ordinate and motivate staff and may also co-ordinate staff recruitment.
 To supervise and lead a team of Detection analysts and to ensure that losses are identified, detected
and prevented timeously.
 To maintain a high level of professional customer service at all times
 To identify staff that needs training in their day to day functions, in order to ensure that all duties
performed by staff are correct. (Coaching)
 Performance discussion with consultant on a daily, monthly and weekly basis
 Provide feedback to customers on outstanding queries
 Making sure SLA’s are adhered to.
Technology used:
Home Loan system Ninzi, CACS, Os2, CDDS and Avaya
Career History (2 Most recent positions)
Employer (2): Standard Bank
Division: Card Collections
Period: 2008 - 2010
Position: Team Leader
Summary of Duties and Responsibilities:
 Coach Team to reach Departmental Goals in terms of Telephonic collections
 Collections on Shortfall of Credit Card where no payments was received.
 Retaining of customer whilst collecting on arrears
 Ensure that IR process is adhered too
 Manage Performance Objectives
 Provide Motivation for staff
 Performance discussion with consultant on a daily, monthly and weekly basis
 Provide feedback to customers on outstanding queries
 Making sure SLA’s are adhered to.
4

5. Career History (2 Most recent positions)
Technology used:
Ninzi, CACS, Os2, CDDS, TCS and Gijima
Career History (3 Most recent positions)
Employer (2): Standard Bank
Division: Collections
Period: 2002 - 2003
Position: Debt Collector
Summary of Duties and Responsibilities:
 Collection on unpaid Electricity
 Updating of details.
 Send request for re connection of up to date accounts.
 Updating debit orders
 Adhering to call scripts.
 Handling queries.
 Keep customers up to date on queries
Technology used:
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6. Employment References
Contact Person Organisation / Company Contact Detail
Keenan Pretoruis Eskom
Christopher Mogami
Hilda Radebe
SBSA
SBSA
011274890
0116313629
6

7. Employment References
Contact Person Organisation / Company Contact Detail
Keenan Pretoruis Eskom
Christopher Mogami
Hilda Radebe
SBSA
SBSA
011274890
0116313629
6