1. C U R R I C U L U M V I T A E O F
C A N D I C E B I S H O P
PERSONAL INFORMATION
• Full Name & Surname: Candice Farrah Bishop
• Age: 37
• Sex: Female
• IdentificationNumber: 7811140085088
• PassportNumber: 483782411
• Languages: English
• Nationality: South African
• ContactNumbers: (011) 294-4951 / 076-5527632
• E-mail Address: Candiceb@nedbank.co.za
candicebis.cb@gmail.com
EDUCATION
Sir John Adamson High School (1993-1997)
Matriculated
Gordon Instituteof Business Sciences (2015)
ManagementProgramme through the Universityof Pretoria
EMPLOYMENTHISTORY
Company Nedbank Ltd
Period May 1998to date
Position held Card Direct Team Leader
Duties Performed
• Forecasting and Planning for a team according to trends experienced weekly/monthly/yearly..
• Ensure the team is adhering to the given plan daily, to utilize all spare capacitywhen the need arises
• Training and developmentof staff
• Addressing staffissues
• Monitoring of MI Data
• Handling of Escalations
• Adhering to Service LevelAgreements
• Actioning of stats
• Value Stream Reviewing & Reporting
• ActiveOperation ManagementReporting
Position held Corporate Card Direct Ring Fence & Card Direct Team Leader
Duties Performed
• Assisting a team of Ring Fence staff dealing with complex Corporate Card account portfolios, e.g. IBM; Multichoice; Microsoft;
Transnet; etc.
• Dealing withKeyAccountManagers
• Assisting Card Direct(consumer base) with various queries
• Addressing staffissues

2. • Staffmonitoring
• Training and developmentof staff
• Handling of escalated cases
• Monitoring of MI
• Ensuring SLA’s are met
• Monitoring the call centre on CMS (Call centre system)
• The QA of Card Directcases and QA of calls
• Planning and Forecasting for monthlyand weeklyvolumes in the Card Directand Ringfence space
• Actioning dailystats
• Ensuring productivitytargets are metwithin the teams
Position held Card Direct Specialist
Duties performed
• Educating bankers of Card Division processes
• Queryresolution for all consumer card products, end to end, example:
- amendmentof billing cycles;
- the termination of accounts;
- amending/adding/deleting of AutomaticPaymentOrders;
- assisting withnew applications / upgrading and re – grading of accounts;
- assessmentknowledge;
- balance enquiries;
- copystatementrequests;
- dispute of transactions;
- extended credit/ budgetrequests;
- fee claims;
- finance charge claims;
- transferring of funds;
- increasing & decreasing of limits;
- once offpayments;
- plastic cancellations;
- reconciliations of accounts;
- the redeeming of loyaltypoints (Voyager & Greenbacks);
- replacing of lost/stolen/damaged cards; and
- the extracting of taxcertificates
• Constantinteraction with Private bankers, bankers and business banking
• Analysing and resolving complicated card queries
• Involvementin process reviews
• Monitoring of SLA’s in place
Position held Ackermans / Scopus Team Leader
Duties performed
• Responsible for team productivity
• Actioning of stats on a dailybasis
• Allocating of work to the relevantteam members
• Addressing staffissues
• Ensuring timesheets and attendance registers are calculated correctly, and submittedto the correctagencies
• Handling of escalated queries
• Assistmy team when an overflow of work is experienced
• Cross skilling within the team
• Training and developmentof staff
• Staffmonitoring
• Ensuring all SLA (Service LevelAgreements) are met
• Conducting of Interviews
Company Holcim South Africa Pty Ltd

3. Position held Sales/Order Clerk
Period July 2006 – September 2006
Duties performed
• Call centre – telephony.
• Taking orders on the telephone
• Scheduling deliveries
• Creating contracts for clients
• Supplying quotations for various sites in South Africa
Company American Express New Business (Card Processing Operations)
Position held Scopus Consultant / Agent
Duties performed
• Acquiring various queries from our call centre via a Scopus System.
• Weuse the following systems in order to deliver assistance: Scopus, Transact, CAMS, ITC and NTE.
• These queries pertain to (i) General Queries, e.g. the status of applications, the tracing of applications, liasing with external parties
with regards to our telemarketing applications, etc. (ii) Clients requiring limit increases on their existing American Express
accounts, paper work needs to be prepped with ITC prints and various documents are requested from the clientvia our call centre in
order for the work to be assessed. (iii) Clients making Appeal requests on declined American Express applications, documentation
attained and paperwork prepped. Once all the paper work is in order – all the paperwork is forwarded to our Credit Department
where assessmenttakes place.
• Once an outcome is received – we forward this to our call centre via the Scopus case that was initiated by them. With a detailed
response / decision Acceptor Decline.
• I have assisted with the training of new staff pertaining to the job function and I am second in charge to my supervisor, due to my
outputand knowledge of the department.
Position held Data Analyst/Capturer
Duties performed
• Responsible for processing card applications
-Amex Blue creditand Gold creditcards
-Amex Gold & Green Charge cards
-Platinum Applications
-Approvalof accounts on system
• Updating Client’s Personal Information (worked on Alpha Banking Platform, 3270 Cams and
Transact
• Dealtwithtelephone queries from NCCC, clients and branches
• Assisted withAmex Platinum, LimitAdjustments and Visa Master Editing
• Approved CreditCards for Nedbank Visa Master (credit/garage/debitcards)
• Assisted with capturing of Debit Cards Perm/Nedbank and also captured and approved CBON/Golf
ASTcards, etc.
• Did system testing on the products with Supervisor: Amex Blue Card, Charge gold/green credit
cards on CAMS, Transact& Banking Platform.
• Involved in training of new/contractstaff-members.
• Filing
• Conducted presentations to external parties re our processes thus being able to sell our product &
services. (Swiss card & Bank of Ireland)
Position held Administration for the Call centre (Contract)
Duties performed
• Dealing withclientqueries
• Compiling letters for clients
• Printing, faxing and posting of Statements
• Faxing of TravelInsurance, Dispute and CopyVoucher requestforms
• Distribution & retrieving of work to the necessarydepartments

4. INTERNAL & EXTERNAL
TRAINING Courses successfully completed :
• T&O (Technology& Operations)
• Performance Management
• Valuing Diversity
• FICA awareness
• MoneyLaundering
• SAP
• Basic Discipline Management
• Card NationalCreditActAwareness
• Customer Service Excellence
• MDP – ManagementDevelopmentProgramme
• MDP – Awareness Session
• LEAP – Leadership Excellence AchievementProgramme
• Customer Service Excellence
• AOM (ActiveOperations Management)
• SoftSkillTraining
• Coaching for Growth
• Manager’s Leading of Evidence – IndustrialRelations Training
• Time Management
• JMP – ManagementProgramme through G.I.B.S University
• I-Rewards (Loyalty)
REFERENCES
Card Direct Consumer
Gavin Firmin (Head: Card Holder Services)
(011) 2946913
Yougeeta Rathod (Operations Manager)
(011) 2940840
Corporate Card Direct – Ring Fence
Marchelle Volschenk(Operations Manager)
(011) 7103180
Card Application Processing
Nujma Adam (Head – Card Application Processing)
(011) 2949332
American Express New Business
Mogie Govender
(011) 2949010