Experience

FINRITE ADMINISTRATORS

• South Africa
• 1 - 100 Employee

• Call Center Manager

  • Feb 2020 - Present

  ● Undertaking of needs assessment; ● Root cause Analysis; ● Complaints handling; ● Effective resource planning; ● Quality Assurance; ● Staff support (one on one meetings for employee wellness) ; ● Ongoing coaching and training on new and existing policies; ● Monitoring and driving performance; ● Preparing reports ; ● Translating the business’ strategy into deliverable for team leaders ; ● Identifying and addressing people issues, responsibility of adhering to HR processes ● Management of third party relationships; ● Approve and decline applications for leave;● Compile the weekly sales report for externa l partners; ● Meeting SLA’s and KPI’s within record time;● Implementation of new claims /Sales process

• Supervisor

  • Feb 2018 - Feb 2020

  ● Monitoring and driving performance; ● Preparing reports ; ● Translating the business’ strategy into deliverable for team leaders ; ● Identifying and addressing people issues, responsibility of adhering to HR processes ● Management of third party relationships; ● Approve and decline applications for leave;● Compile the weekly sales report for externa l partners; ● Meeting SLA’s and KPI’s within record time;● Implementation of new claims /Sales process

• Call Center Agent

  • Mar 2016 - Nov 2018

  ● Handling of +/- 90 calls per day;● Manual capturing of claims;● Cancelling policies on client’s request ; ● Loading of job number for booking collection into repairs system;● Obtained reports from transition ITC; ● Management of customer complaints; ● Identify and escalate issues to supervisors; ● Troubleshoot problems;● Maintain Customer satisfaction

• Call Center Team Lead

  • Nov 2016 - Feb 2018

  ● Implementation of new claims /Sales process ● Call listening and providing feedback to agents; ● Call escalations; ● Monitoring and driving individual and team performance (KPI’s); ● On-going motivation of team to ensure positive mind set and customer focus; ● Providing support to broader team by addressing people issues; ● Training and coaching; ● Contributing to overall customer experience by promoting awareness of any company –wide customer experience initiative; ● Resource management



MiWay Insurance Limited

• South Africa
• Financial Services
• 700 & Above Employee

• Sales Representative

  • Oct 2015 - Mar 2016

  ● Generating Leads; ● Meeting and exceeding sales goals; ● Negotiating all contracts with prospective clients; ● Helping determine pricing schedules for quotes, promotions , and negotiations; ● Preparing weekly and monthly reports; ● Inbound client underwriting ;● Outbound client underwriting; ● Cold calling ● Generating Leads; ● Meeting and exceeding sales goals; ● Negotiating all contracts with prospective clients; ● Helping determine pricing schedules for quotes, promotions , and negotiations; ● Preparing weekly and monthly reports; ● Inbound client underwriting ;● Outbound client underwriting; ● Cold calling



FINRITE ADMINISTRATORS

• South Africa
• 1 - 100 Employee

• Call Center Team Lead

  • Oct 2013 - Jun 2014

  mplementation of new claims /Sales process ● Call listening and providing feedback to agents; ● Call escalations; ● Monitoring and driving individual and team performance (KPI’s); ● On-going motivation of team to ensure positive mind set and customer focus; ● Providing support to broader team by addressing people issues; ● Training and coaching; ● Contributing to overall customer experience by promoting awareness of any company –wide customer experience initiative; ● Resource management

• Call Center Agent

  • Jun 2013 - Oct 2013

  ● Handling of +/- 90 calls per day;● Manual capturing of claims;● Cancelling policies on client’s request ; ● Loading of job number for booking collection into repairs system;● Obtained reports from transition ITC; ● Management of customer complaints; ● Identify and escalate issues to supervisors; ● Troubleshoot problems;● Maintain Customer satisfaction



FNB South Africa

• South Africa
• Banking
• 700 & Above Employee

• Bank Teller

  • Apr 2007 - Aug 2009

  ● Capturing of deposits & processing withdrawals; ● Controlling of cash flow during the day;● Foreign exchange ● Capturing of deposits & processing withdrawals; ● Controlling of cash flow during the day;● Foreign exchange