First Line Manager

• Mar 2020 - Present

Drive client service performance against targets.Recruit, coach, develop and motivate staff to ensure optimum performance.Provide effective leadership and motivation to a team of Insurance Consultants to ensure performance targets are achieved in line with the organisation’s culture and values.Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.Communicate nature, rules and all related information for campaigns and transfers.Drive performance excellence by developing service level strategies, monitor and manage individual and team performance targets, accomplishments, related incentives and team expense Manage resource capacity planning and utilization thereof to support the achievement of service levels across.Actively manage and report on operations and the achievement of targets.Resolve customer and broker queries or complaints effectively and within SLA,maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.Develop work routines in line with operational plans/schedules in order to manage achievement of service delivery goals.Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery.Track and resolve operational and performance variations.

Intern Real Estate

• Jan 2019 - Oct 2019

Director/Carpenter

• Jan 2017 - Dec 2018

Carpentry, wood working, house renovations, designing of furniture, re burnishing/restoring of old furniture, and trade in of old furniture. Carpentry, wood working, house renovations, designing of furniture, re burnishing/restoring of old furniture, and trade in of old furniture.

Team Leader - Call Centre

• Jan 2014 - Dec 2016

Establishes and maintains client relationshipsManages daily operational (client service and/ administrative);Extensive experience in day to day management;Delivers, maintains and enhances service standards and work quality within a given process. Ensures daily processing complies with all appropriate product and legislative rule;Establishes and maintains relationships with internal & external stakeholders;Accountable for others' time, task & output quality;Balances own priorities with directing and motivating others;Guides and directs staff to achieve operational excellence standards.Plans and assigns work over the applicable period; Employee well-being and morale and other people processes (such as Recruitment, Performance Management and Talent Management); training of others through E-learning & self learning

Branch Manager

• Aug 2011 - Dec 2013

Administer client information (enquiries)Process claims i.e. funeral, disability, and death Investigate and act on each request Perform general office administration Processing of loans for clientsInitiate action to other departments if it’s-needed and keep customer(s) informed.

Client Service Consultant

• Nov 2004 - Jul 2011

Ensuring the resolution of client queries and aim to achieve first contact resolution;Maintaining the goodwill of the company by upholding the SLA standards;Investigating queries where necessary and provides timeous feedback to the customerInterpreting the query and determine appropriate path of resolution;Escalating queries where necessary to ensure customer satisfaction;Accurate logging of information for statistical reporting purposes;Handles all queries in adherence with procedural and quality standards; Ensures that more complex queries are escalated appropriately;Processing funeral/death claims;Provided information on funerals and investment policies.

Market Support Administrator

• Oct 2002 - Oct 2004

-Supporting Financial Advisors-Preparing clients portfolios for Financial Advisors-Auditing Financial Advisors laptops-Updating Financial Advisors laptops -Assisting clients and Financial Advisors telephonically -Supporting Financial Advisors-Preparing clients portfolios for Financial Advisors-Auditing Financial Advisors laptops-Updating Financial Advisors laptops -Assisting clients and Financial Advisors telephonically

Sales Advisor

• Feb 2002 - Sep 2002

Marketing of productsFinancial advisingCostumer support / Help deskStructuring of client’s financial needs and assisting with financial needs analysis Marketing of productsFinancial advisingCostumer support / Help deskStructuring of client’s financial needs and assisting with financial needs analysis