Sonya Kapp

• I began my journey as a part time freelance online English teacher in August 2023. In April 2024 I transitioned to a full-time teaching role with Carrot English. I have extensive experience teaching English to students of all ages and consistently receive excellent student reviews. Additionally I was honored as Teacher of the Month during my tenure, reflecting my dedication and impact.

• As Branch Manager my roles and responsibilities included taking full responsibility of the branch and staff.

Including:

• Staff induction, training and coaching.
• Sage remuneration capturing
• Performance development discussions with staff.
• Making sure all policies and procedures are adhered to by staff members.
• I had training in disciplinary procedures and conducted staff interviews , assessing aggravating and mitigating factors to determine appropriate sanctions
• Health and safety representative
• First aider
• Client service and dealing with client complaints
• Telemarketing
• Reporting
• Fraud checks
• Sales
• Setting SMART goals
• Achieving sales and new business targets
• New clients
• Insurance
• Credit granting
• Home loans and purpose lending
• TEAMS virtual meetings
• Leading and motivating my team
• POLC - Planning, Organizing, Leading and Controlling
• Auditing and fraud checks
• Income statement analysis
• Client appointments and complaint resolution.
• I chaired and participated in both in-person and virtual meetings.

• Day-to-day management of branch flow and staff. Weekly staff planning. Overseeing and conducting staff disciplinary enquiries. Conduct staff training sessions. Mandate loans and signing off. Resolution of client complaints and queries which have been escalated. Health and safety checks within branch and signoffs (monthly). Conduct staff coaching sessions in cases of underperformance. Administrative duties. Daily cashflow follow-ups. Reconciliation of daily cashflows. Collate daily, weekly, monthly reports for management. Any other duties as required by management.

• Welcome clients into branch. Co-ordinate branch flow through efficient queue functioning. Provide excellent customer service to clients by assisting with completion of transactions on any remote or self-service channels, and at ATMs. Consult with clients and update client details. Process deposit-taking transactions. Process new clients onto the system by following the correct take-on procedures. Assist clients with any other general banking related enquiries. Any other duties as required by management.