Manager Sales

PRIVATE AND CONFIDENTIAL

DONOVAN LEON OLIVIER

PERSONAL DETAILS

Name Donovan Olivier

ID number 731-***-**** 083

Marital status Divorced

Languages English and Afrikaans

Address *** ********* ***nue Mondeor Gauteng South Africa

Phone number 060*******

Nationality South African

Education Sir John Adamson Secondary High School - 1991 Matric

FAIS Credits 76.

RE1 Financial Services Board approval and certification

Military service Zeerust Armoured Corps 2 SSB (Special Service Battalion)

Computer skills Word, Excel (basic to intermediate), internet, email, all in-house insurance programmes.

Interests Aerospace/aeronautical technology, sociology, politics, motor sport and historical analysis of pivotal points in scientific development.

Notice period Immediate, due to voluntary resignation to pursue my private business practice.

Criminal record None

Dependants 1 (Jordan Donovan Olivier)

ABOUT ME

I’m looking to forge a longstanding career within the insurance industry both personal lines, commercial and forensic investigation and to be recognized for my wide range of skills so as to be used effectively to create a positive impact and find a firm footing with an employer who understands stability as well as job security in order to perfect concrete practices within an extremely competitive insurance environment and I am proficient in English and Afrikaans.

I cope very well under pressure and am dedicated to servicing clients within my mandate, capacity and designation. I am extremely hard working motivated and proactive in achieving quantifiable results. My most important asset is that I am punctual and operate within a corporate environment with a strategic thinking approach and a diplomatic disposition incorporating excellent communications skills as well as exceptional etiquette and am constantly resiliently positive and strive for perfection as it is embedded within my nature.

I am certain that any prospective employer would find a mutually beneficial and progressive business relationship with my appointment as my endeavours are not only to comply with corporate requirements in terms of key performance areas but to exceed expectations on all fronts internal and external and to provide a comfortable platform on which to operate alongside me.

Prime Meridian Direct Insurance where I had been employed for four consecutive years operating specifically utilizing criminology for in depth forensic investigation pertaining to several hijacking syndicates which were subsequently identified as well as investigating infiltration of other high level organized criminal elements constantly manipulating government infrastructures such as the Enatis system registering paper vehicles which do not actually exist within the country has been a very influential designation in my career in which in-depth forensic investigation takes place on every claim regardless of quantum in order to determine liability and compliance to the national road traffic act on every level incorporating diagnostics and detailed information obtained from electronic engine management systems for analysis as an advanced method allowing me to understand and reconstruct accidental motor accident scenarios in general pertaining to driving behaviours recorded prior to severe collisions.

This has strengthened my diverse range of skills within this particular role unlike any other claims position where I had been appointed previously with several insurers in the past. It is a unique investigative forensic environment which is deadline driven and detail orientated under tremendous stresses on a daily basis.

Time management and a proactive working disposition with a passion for claim specialist and forensic investigation techniques and duties has ensured that I am able to provide constant concentration toward the designated position and relevant duties and live up to and exceed the employer’s expectations on a regular basis based on key performance indicators thereby creating a responsible and dedicated attitude toward the employer.

OVERALL RESPONSIBILITIES IN THE INSURANCE INDUSTRY AND AS A CLAIM SPECIALIST:

Appointing assessors

Arranging car hire for the insured in the event of an accident where vehicle is not drivable or has been stolen, hijacked or is classified as a total loss.

Arranging contractors to assist the insured by obtaining critical documents to support claims.

Completing claim files upon finalisation of claims and maintaining historical analysis per individual client’s loss ratio including commercial business claims history.

Confirming and making sure that cover is sufficient via analysis and confirmation of house holders or commercial assets under cover.

Consulting with other staff in claim review forums on a boardroom level to determine the outcome of the claim and any compensation to be paid where liability is acknowledged through consensus and overall determination.

Continuous adjustments of loss ratio reserves or estimates.

Daily system updates (diary and daily mail)

Determining merits of claims based on factual analysis and providing conclusive investigative reports.

Drafting legal rejection letters and submitting to managers for approval.

Ensure appointment of suitable loss adjusters/assessors and ensuring proper instruction and follow up on accounts/policies where authorised to do so.

Ensuring a pleasant claims experience on the part of the client.

Ensuring policy maintenance after a claim is completed and updating commercial and personal lines underwriting of increased loss ratios and recalculation of premiums based on the severity and frequency of loss.

Ensuring resolution of queries and complaints speedily.

Ensuring claims files are maintained in accordance with operational standards and employer procedures.

Examining details on completed forms and checking these against cover provided by the insurance policy.

Facilitating and maintaining sound working relationships with clients, colleagues, markets, and service providers, including but not limited to local markets.

Following up with loss adjustors/assessors periodically or daily if required.

Gathering information about the insurance claim from the client and any other material witnesses involved in forensic lines of questioning including interrogation where necessary when fraudulent activity has been identified.

Handling and settling or rejecting claims for clients and ensuring accurate capturing and updating on all data systems.

Informing clients of the outcome of the claim in verbally and in writing.

Keeping detailed and dated file notes of all discussions and discrepancies on the claim files.

Maintaining and updating computer records and hard copy paper files relating to claims.

Maintaining records of all reports submitted to clients.

Managing the salvage process (motor and non-motor) right through to recovery and payments received from outsourced contractors.

Negotiating claims (including contentious and suspicious circumstances) with clients, service providers and the insurance market in general.

Obtaining all information required for settlement or rejection of claims.

Prompt feedback and handling of complaints. (internal and external)

Providing increased threshold pertaining to loss ratio reports when profitability limit (60% loss ratio) is reached in terms of personal lines and commercial underwriting.

Recommendations to reduce risk to the employer and for underwriting purposes.

Referring large value or complex claims to other professionals such as a loss adjusters or executives internally in order to deliberate further in consensus of strategic actions to be completed.

Referring potential errors and omissions of relevant information to the claims manager.

Submitting and providing broker feedback and reports as per agreed timelines.

EMPLOYMENT HISTORY

Name of Employer PRIME MERIDIAN DIRECT INSURANCE

Position Motor Claims Technician

Dates of Employment 3 November 2014 to 6 September 2018

Reason for leaving: Company policy changed after 4 years of employment, my position was made redundant as the minimum educational requirement was masters degree in criminology only. Prime Meridian Direct is the only company in South Africa who operate in this manner.

Keys performance areas

Technical in-depth forensic investigation and validating claims.

Interviewing third party passengers and material witnesses.

Controlling call data information– cell phone call data – Vodacom, Cell C, MTN and TelkomSA – plotting the cell phone call data beacons to determine the proximity of the nominated driver at the time of the incident.

Accidental damage analysis, accident reconstruction: recreating the accident scenario on Google Earth

Forensic investigation all claims.

Referring claims to higher authority where necessary based on complexity and discrepancies in terms of evidence. (Employer policy)

In-depth cross examination and questioning in telephonic and boardroom interviews with the client, interviewing client employers, hospitals, SAPS metro officials who were on scene as well as witnesses and third parties, voice stress test analysis to determine irregularities or spikes indicative of inaccurate information being provided with voice recorded interviews.

Timeline analysis: Observing the route that was travelled from location to destination and creating a timeline corresponding to call data beacons and evidence obtained during investigations on a forensic level.

Duties

Administering claims and opening files.

Appointing and authorising assessors.

Liaising with intermediaries and internal customers

Directing claims input on computer.

Generating letter to clients as well as intermediaries.

Ensuring appropriate controls are in place for valid claims settlement.

Managing repudiations, insuring fairness and diplomatic communication.

Provision and adherence to claims service levels.

Applying policy terms and conditions.

Detecting and managing fraud, dishonesty and misrepresentation.

Ensuring application of business and scheme rules.

Day-to-day self-management of claims.

Inputting and maintaining claims information on computer systems.

Generating and checking detailed progress reports for senior management.

Exceptional client service to all high end clients.

Verifying and analysing claims data to ensure that claims are valid and that settlements are made according to employer practices and procedures.

Keeping clients and brokers updated on progress.

Analysing situations and doing thorough research in order to properly evaluate and minimise financial loss on each claim.

Assessing motor vehicle quotations.

Minimising claims paid in terms of loss and claims expenses.

Solving problematic circumstances on a daily basis.

Ensuring correct information entered into in house systems for record purposes.

Negotiating with panel beaters.

Building and maintaining relationships with high end clients and suppliers.

Processing supplier and client invoices for payment.

Supporting the employer’s company values and policies in a professional manner.

Name of employer : Corporate Insurance Consultants

Position: : Loss adjuster / forensic investigator on scene personal lines and commercial claims.

Dates of employment : 01 December 2018 to 01 July 2019

Reason for leaving: Commission only position which involved travel, I had a major vehicle accident in which I was seriously injured and my vehicle was written off code 4.

KEY PERFORMANCE AREAS:

Administration of claims beginning to end – full validation and issuing of reports

Creating reports and recommending liability.

Client and all stakeholder liaison – daily.

Completing on scene investigations – burglary, armed robbery, hijacking, motor vehicle accidents, subsidence and landslip, storm, lightning.

Handling and appointing of salvage contractors.

Raising estimates.

Active controlling of loss ratios.

Problem solving – Daily.

Accurate data capture.

Interviews with third parties, witnesses, passengers, ambulance officials, metro police, SAPS.

Accident reconstruction.

Issuing constant progress reports.

Working with high net worth clients, active account management of insurance books.

Dealing with Ombud enquiries.

Complaints resolution.

Quality audits on investigations.

Ensuring policy terms and conditions have been adhered to.

Handling corporate business accounts on claims function.

Liaising with assessors.

Liaising with panelbeaters.

Liaising with SMD – ACE.

Handling non motor salvage.

Name of employer: Maps 4 Africa (FAMILY BUSINESSS)

Position: Retail manager.

Dates of employment: 01/09/2019 to present date.

Temporary employment.

Key performance areas:

Stock taking.

Sales.

Ordering stock.

Advertising.

Name of Employer OAKSURE INSURANCE BROKERS

Position: Client care underwriting and claims.

Dates of Employment 14 January 2014 to August 2014

Reason for leaving: Temporary assignment.

KEY PERFORMANCE AREAS

Administration.

Administration of claims and maintaining commercial book relationships.

Appointing assessors, reading reports and making decisions.

Approving claim mandates within R150 000.

Building claims / reports: decision making.

Burglary claims / reports: decision making.

Changing risk values if necessary and advising underwriters.

Client liaison and exploration and resolution of problematic issues.

Client services.

Commercial claims / report: decision making.

Communication on diary system to all panel beaters and clients.

Concluding underwriting amendments for clients.

Departmental and operational review practices.

Efficient intimation of claims and appointing service agents.

Ensuring efficient claim turnaround times.

Fast-tracking all specified and unspecified all risk claims.

Fleet motor claims, burglary claims.

Investigations. (in-house)

Liaising with all insurers.

Liaising with management in every section of the business.

Managing day-to-day administration, inbound and outbound calls, entire claims process beginning to end including recoveries through legal processes.

Motor accident and motor theft claims.

Reading reports and making decisions.

Recoveries.

Rejecting claims.

Retention of policies after claims.

Salvage management.

SASRIA claims.

Settling claims, paying service providers, and amending NCB’s.

Validating claims

Name of Employer FPM ADMINISTRATORS, PERSONAL AND COMMERCIAL HOUSEHOLD AND MOTOR

Position Personal and Commercial Claims technician

Dates of Employment 17 June 2013 to 30 September 2013

Reason for leaving: The company was very small and focused on investment clientele as the bigger part of their business, there was no growth evident at this brokerage at all.

KEY PERFORMANCE AREAS

Administration of claims and maintaining commercial book relationships of high networth clientele.

Advising underwriters of changes on cover / security risk and value of risk.

All administrative duties from intimation to finalisation on personal and commercial motor and contents.

Appointing assessors, reading reports and making decisions.

Approving mandate within R200 000.00

Building claims report: decision making.

Burglary claims report: decision making.

Changing risk values if necessary and advising underwriters.

Claim validation.

Client liaison and exploration and resolution of problematic issues.

Client services.

Commercial claims: decision making.

Daily communication on diary system to all panel beaters / clients.

Department and operational review practices.

Efficient intimation of claims and appointing service agents.

Ensuring efficient claim turnaround times.

Fast-tracking all risk claims.

Fleet motor claims: making decisions.

Intimation of claims.

Investigations. (in-house) and appointing external investigators.

Managing day-to-day administration, inbound and out bound calls, entire claims process beginning to end including recoveries.

Motor accident, motor theft and hijacking claims.

Reading reports and making decisions within my mandate.

Recoveries and third parties.

Rejecting claims.

Retention of policies after claims settlement.

Salvage on motor and Non-Motor.

SASRIA claims.

Settling claims, paying service providers, and applying amended no claim bonuses.

Stock in bond claims and business interruption.

Windscreen claims.

Name of Employer FIRST NATIONAL BANK INSURANCE BROKERS

Dates of Employment 17 June 2008 to 30 June 2013

Position Senior technician / consultant personal lines and commercial.

I was head hunted from Hollard Insurance for this role as a senior technician with a mandate of R 100 000.00 personal lines and commercial with high net worth clients. I formed part of a claims committee making decisions on high value claims and provided input and direction to colleagues on a weekly basis relating to their claims for personal lines and commercial claims. The role was largely one of a senior nature inclusive of providing training to subordinates on the floor relating to TCF issues and claim philosophy as well as steering claims and investigations in the correct direction to determine the outcome in a fair and transparent manner.

Reason for leaving: The entire FNB Insurance Brokers closed down and all staff personal lines and commercial were retrenched which totalled 220 employees. FNB no longer operate a book of insurance to this day.

KEY PERFORMANCE AREAS

Administration.

Advising underwriters of change on cover / security risk and value of risk.

Appointing assessors, reading reports and making decisions

Approving mandate within R200 000.

Building claims report: decision making.

Burglary claims report: decision making.

Change in cover risk values, if necessary – advice to underwriters.

Client liaison and exploration and resolution of problematic issues.

Client services.

Commercial claims, fleet motor claims, Burglary claims reports and investigation / decision making.

Commercial claims (Motor and Non-Motor): working on the Anglo American book.

Department and operational review practices.

Efficient intimation of claims and appointing of all service agents.

Ensuring efficient claim turnaround times.

Fast tracking all risk claims.

Investigations (in-house)

Managing day-to-day administration, inbound and out bound calls, entire claims process beginning to end including recoveries.

Motor accident, motor theft and hijacking claim. Goods in transit claims, business interruption.

Reading reports and making decisions.

Recoveries via legal third party processes.

Rejecting claims, informing clients and sending appropriate documented letters to advise of formal outcome.

Retention or cancellation of policies after claims.

Salvage on motor, non-motor and all risk.

Servicing existing client base.

Settling claims, paying service providers, apply no claim bonuses.

Windscreen claims.

Name of Employer HOLLARD INSURANCE

Dates of Employment February 2004 to June 2008

Position Quality Assurance Technician, client services, client care, retentions, claims personal lines and commercial, third parties and recoveries beginning to end for high net worth clients and companies.

Achievements Golden Voice Award telephone skills master. 98% accuracy per annum with continuous audited calls and supervision from senior management. Supervising in high net worth claim committees to determining the criteria and underwriting compliance of clients to policies issued, in this role I formed a supervisory capacity where staff members would consult with me as a senior member within the company to determine claim validations, fit and proper or best practice and payouts within my mandate of R 150 000.00 at that time.

Reason for leaving: Was head hunted by FNB Insurance brokers and offered a large increase and much better benefits.

KEY PERFORMANCE AREAS

Administration.

Appointing assessors and reading reports, making decisions. Forming part of the claim committee.

Approving mandate within R150 000.00

Arranging investigation of claims, reading reports and making decisions.

Changing risk values, if necessary, giving advice to underwriters

Claim validation.

Client liaison and exploring and resolving problematic issues of a critical nature to ensure complimentary claim services to high net worth client.

Client services.

Department and operational review practices.

Efficient intimation of claims and appointing of all service agents.

Ensuring efficient claim turnaround times.

Internal audit.

Investigations (in-house) and determining in a supervisory capacity the probability of fraud then appointing external investigators.

Managing day to day administration, inbound and outbound calls, entire claims process beginning to end including recoveries.

Rejecting claims.

Retention of policies after claims.

Salvage / motor salvage and non motor / all risk.

Servicing existing client base.

Settling claims, paying service providers, applying NCB’s.

Name of Employer ANTIQUES AND COLLECTABLES BUSINESS (SELF-EMPLOYED)

Dates of Employment December 2003 to January 2004

Position Antique dealer

Reason for leaving Not enough stock in South Africa to continue with the business

KEY PERFORMANCE AREAS

Acquiring special pieces art for a select high profile client base of collectors.

Acquiring special pieces in general art and antiquity.

Attending auctions, collectables fares, establishing relationships with high profile clients.

Daily banking.

Interacting with high profile clients.

Name of Employer NEDBANK INTERNET BANKING DESK

Dates of Employment December 2001 to November 2003

Position Internet Banking technician

KEY PERFORMANCE AREAS

Administering paperwork.

Providing problem resolution.

Training new consultants.

Reason for leaving: Temporary assignment.

Name of Employer AFRICAN BANK LIMITED

Dates of Employment January 2001 to November 2001

Position Corporate Sales Manager

Reason for leaving: The national credit act was introduced and earnings on commission fell through the floor, no longer a viable employment prospect.

KEY PERFORMANCE AREAS

Negotiating process management and infiltration and structure within independent companies in order to accommodating African Bank products into the corporate employee benefits of each company.

Securing contracts of sales for large corporate clients and improving corporate employee benefit programmes by integrating loan schemes as corporate benefit programmes for all clients.

Name of Employer AUTO AND GENERAL

Dates of Employment March 2000 to December 2000

Position promoted to review Analyst for group operations in a supervisory capacity.

KEY PERFORMANCE AREAS

Issuing reports on all departments and functions including claims, retentions, underwriting, sales, salvage, third parties and recoveries on a regular basis.

In a supervisory capacity providing training to all department groups and functions with flow charting to correct and upgrade departmental functions and operations based on data received from drawing samples and scrutinising work completed and determining shortfalls in all aspects over the audited range via drawing complex samples of workloads from each department.

Name of Employer AUTO AND GENERAL / BUDGET INSURANCE BROKERS / FIRST FOR WOMEN

Dates of Employment January 2000 to February 2000

Position National Sales Auditor

KEY PERFORMANCE AREAS

Monitoring and supervising colleagues’ performance according to the sales structure required via legislation and ensuring that the structure was never compromised.

Reviewing business infrastructures. (sales environment mostly for the entire group)

Working on business reports and working on projects to add value to the corporate environment and revising the infrastructure sales groups and their performance.

Name of Employer AUTO AND GENERAL / BUDGET INSURANCE BROKERS / FIRST FOR WOMEN

Dates of Employment February 1997 to December 1999

Position client services, client care, retentions, third party and recoveries, underwriting,

corporate Sales.

Achievements Golden voice awards were received for telephone operation call centre skills on a superior level and telephone skill star awards were accrued over 3years which actually became a regular and frequent award with every company that I have worked with since due to interaction with high net worth clients.

With Auto and General I was assigned to a role all inclusive of client services, client care (problem resolution) underwriting and up selling of all policies amending monthly and annual policies via additions and upgrading client cover. This role entails that a wide spectrum of skills were utilized including underwriting for the purposes of insuring the client correctly to avoid any complications whatsoever at the time of a claim where confirming the cover spectrum was a daily task for each client to avoid any confusion in cover applied and active on all their policies. Underwriting was and is a crucial point on these policies to ensure that claims are paid out speedily and within SLA’s on a daily basis.

Reason for leaving: A lucrative position was offered by African Bank as a corporate marketer wit massive earning potential.

Name of Employer TREASURE TROVE

Dates of Employment January 1993 to January 1997

Position Retail Manager

References

DENISE FOURIE - 087-***-**** - FNB – CLAIMS MANAGER

TANJA BARNARD - 011-***-**** – HOLLARD AND AUTO AND GENERAL - CLAIMS MANAGER

NICOLE BOTHA - 011-***-**** – PRIME MERIDIAN - CLAIMS MANAGER

Reason for leaving: Wanted to be involved in corporate business – resigned.

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