Amber Lillis
Tauranga,Bay of plenty
Summary
I am a dedicated professional with expertise in customer service, compliance, risk assessment, and client onboarding. Proven track record of establishing service level agreements while ensuring adherence to standards. Committed to delivering exceptional support and creating seamless onboarding experiences that drive client satisfaction and retention. Excited to leverage my skills to contribute to a dynamic team and support organizational success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Services Supervisor
Southpac Group
12.2019 - Current
- Established customer service level agreements and ensured adherence to standards and resolved client issues
- Monitored key performance indicators to ensure consistent, high-quality service levels were maintained.
- Undertook the onboarding of new clients and completed risk assessment function
- Completed the compliance function and ensured new customer due diligence meets jurisdictional and international regulations
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Played an active role in the recruitment process, selecting candidates who demonstrated exceptional potential for success within the Client Services department.
Legal & Compliance Assistant
Southpac Group
07.2018 - 12.2019
- Developed risk assessment model to identify potential compliance risks.
- Conducted reviews to ensure customer due diligence was industry compliant
- Conducted periodic reviews of entities, ensuring continued alignment with evolving regulatory expectations.
Finance and Administration Assistant
Southpac Group
06.2017 - 06.2018
- Executed record filing system to improve document organization and management.
- Managed filing system, entered data and completed other clerical tasks.
- Recorded expenses and maintained accounting records.
Customer Relations Manager
Adventure Boot Camp
07.2016 - 06.2017
- Managed a client base of 2500 people along with the sales function via email and telephone
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
Education
Bachelor of Arts - Environmental Studies
UNISA
South Africa05.2023
Skills
- Customer Relations
- Sales Support
- Customer Due Diligence
- Training and mentoring
- Know Your Customer
- Managing service level agreements
Certification
- Managing Difficult Clients & Handling Complaints Training (EMA)
- Anti Money Laundering & Customer Due Diligence Training
- ACE Processes Training
- Foundations Level Presentations Training with People Realm
Languages
English
Timeline
Client Services Supervisor
Southpac Group
12.2019 - Current
Legal & Compliance Assistant
Southpac Group
07.2018 - 12.2019
Finance and Administration Assistant
Southpac Group
06.2017 - 06.2018
Customer Relations Manager
Adventure Boot Camp
07.2016 - 06.2017
Bachelor of Arts - Environmental Studies
UNISA
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