Sales / Customer Care Agent

Mervin Govender

Mobile: +278********

Email: **********@*****.***

DOB: 7 June 1973

sma

PROFESSIONAL PROFILE

Professional Skills

Critical Thinking

Strategic Planning Performance driven professional with 13 years’ experience in

Complex Problem Solving the insurance industry, with an exceptional combination of

Judgment & Decision Making

business and technology acume, with over Four (4) years of

Active Listening

Business Management Call Centre experience with both International and Local

Strategic Thinking Outbound and inbound experience.

Organizational Skills

I have a Strong ability to master a situation quickly and

Organizational Skills rapidly become fluent in the key technical, business and

Goal Setting

historical aspects of the business. I am highly knowledgeable

Meeting Deadlines

in a wide variety of professional disciplines and an expert at

Multi-tasking

Scheduling organizing and directing turnaround situations.

Time Management

I have since March 2019 been employed within the Ignition

Presentation

Group in th capaicty of a Sales Expert and have obtained

Technical Skills success in the roler applied for and been accepted into the

Project Management

role of a DFL (Developing Future Leaders ) from October

Research & Development

2019 and since have been in the role of a leader, managing

Program Management

Business Analysis processes of training, coaching and managing new agents

Operational Risk entering The Ignition Group.

Analytical

Operations & Systems Analysis

Mervin Govender **********@*****.*** +278*-***-****

Education & Professional Training Key Achievements and Recognitions

CM – Certificate in Advance

1. Superstar Team Manager April 2009 - Outsurance

Business Management 2. Superstar Team Manager September 2009 - Outurance

2012

Management College of South 3. Top Assessing Team – September 2009 - Outurance

Africa (MANCOSA) Student no.

117936 4. Runner up Team quarterly award – Sep’09 - Outurance

5. Top Assessing Team – October 2009 - Outurance

Certificate in Banking

6. Overseas Incentive Winner – Jul’08 to Dec’08 - Outurance

1999 Institute Of Bankers of South

Africa (Damelin) 7. Overseas Incentive Winner – Jan’08 to Jun’08 - Outurance

8. Top Assessor February 2008 - Outurance

Matric 9. Top Assessor September 2008 - Outurance

1990

Verulam Secondary School

10. Top Assessor October 2008 - Outurance

11. Top Assessor November 2008 - Outurance

12. Top Assessor August 2007 - Outurance

13. Top Assessor November 2007 - Outurance

Technology Training

14. Top Assessor December 2007 - Outurance

Silver Surfer 15. Team Incentive Winner –Oct’07 to Dec’ 07 - Outurance

Microsoft Office 360 16. Overseas Incentive Winner –Jul’07 to Dec’07 - SIAS

Internet 17. Best Loss Adjuster 2005 - Hotline Admin

FCS (Fraud Control System) 18. Employee of the Year 2003 - Osiris Trading

Paper Trail Enterprise (Electronic 19. Employee of the Month February 2004 - Osiris Trading

Filing Cabinet) 20. Employee of the Month July 2003 - Osiris Trading

Net Detective 21. Team Award July 2002 - Osiris Trading

I am here (IP tracing tool) 22. Employee of the Year 2002 - Osiris Trading

ITC/XDS 23. Employee of the Year 2000 in Credit Cards - Mercantile

Summit (Outsurance)

AS400 System

Business Skills

Various company claims systems,

e.g. Telesure, Outsurance, Miway, I am personable and have excellent communication skills, both oral and

and Santam written. I have a vast knowledge of the Insurance and financial industry,

its policies and regulations.

I am a strategic thinker, investigator, and an analyst, managing

processes coupled with leadership

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Mervin Govender **********@*****.*** +278*-***-****

Employment Summary

Employer Position Held Period

Call Centre – Sales Agent – Outbound March 2019 to

The Ignition centre September 2019

Group

DFL – Developing Future Leaders From October

Program 2019 to currrent

The 1st Call Call Centre – Sales agent – June 2017 to

Group International Campaign – Payment January 2018

Protection Insurance (PPI)

The Umlimited Call Centre – Sales Agent –Local

April 2016 to

Group campaign

December 2016

Simply August 2016 to

Assessing (Short Owner/Director October 2018

term Insurance

Investigation)

Santam (Short Regional Assessing Manager (KZN) February 2014 to

term Insurance) July 2016

MiWay (Short November 2012

term Insurance) Senior Multi Skilled Investigator

to January 2014

Various Positions

Regional Investigations Manager

(KZN) (January 2010 to 2012)

Team Manager Non Motor

Outsurance Investigations(February 2009 to

(Short term July 2010) 03 October 2006

Insurance)

Senior Non Motor Investiogatorr to 30 June 2012

(November 2007 to January 2009)

Middle Level Non Motor

Investigator (March 2007 to

November 2007)

Junior Non Motor Investigatorr

(October 2006 to February 2007)

Various Positions September 2004

Telesure (Auto

to September

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Mervin Govender **********@*****.*** +278*-***-****

Insurance Industry Experience & General) Claims Investigator -Loss Adjuster 2006

13 Years Third Party Legal Services

Various Positions

Charge Back Recovery and

Positions Held Prevention July 2001 to 16

Osiris Trading

September 2004

Owner / Director Player Security Consultant

Regional Assessing Manager (Prevention)

Assessing Manager Various Positions

April 1998 to July

Authorization Clerk and Customer 2001

Investigation Manger

Care Representative

Senior Investigator Authorization Clerk and Customer

Mercantile

Claims Investigator Bank Care Representative –

Woolworths Card

Chargeback and recoveries

Collections Clerk

References

Xavier Lalsingh

The Ignition Group +278********

Kim Bailey

The Ignition Group +278*******

Avishka Pillay

The Ignition Group +278********

Johan Nel

Lexforensica, +278********

Malcolm Rajah

Santam +279*******

Steyn Verster

Outsurance +278********

Keegan Chetty

Santam +837971305

Micky Maharaj

Outsurance +278********

Len Coetzee

Outsurance, +278********

Lewis Wyman,

Mercantile Bank, +278********

Page 4 of 8

Mervin Govender **********@*****.*** +278*-***-****

EMPLOYMENT DETAILS

Company: Simply Assessing (Short term Insurance Investigation)

Role Profile: Owner/Director

Period: August 2016 to October 2018

Key Accountabilities

Analyze claims to determine extent of company’s liability, make approval or denial decisions and negotiate

settlements with claimants in accordance with policy provisions. Collaborate with insurance agents and interview

claimants to correct errors, rectify omissions and investigate questionable issues.

Analyze information gathered by investigation and report findings and recommendations.

Collect evidence to support contested claims.

Examine claims form and other records to determine insurance coverage.

Interview or correspond with agents and claimants to correct errors or omissions and to investigate

questionable claims.

Investigate and assess damage to property.

Negotiate claim settlements and recommend litigation when settlement cannot be negotiated.

Prepare report of findings of investigation.

Company: Santam (Short term Insurance)

Role Profile: Regional Assessing Service Manager

Period: February 2014 to July 2016

Key Accountabilities

To effectively manage the Assessing Department including the internal and regional assessors for both, motor and

non-motor assessors as well as and the external assessors, including management of the external investigations

entity being Censeo.

Managed and oversaw the day-to-day workflow operations for the team of claims examiners / assessors to

ensure employees' production and standards were met and claims were processed timely

Planned, organized and prioritized duties and assignments along with training while simultaneously meeting

management duties and expectations

Maintained daily communication with staff, scheduled telephonic conferences to perform one-on-one

performance and progress feedback

Tracked and monitored staff's daily attendance for payroll and accountability

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Mervin Govender **********@*****.*** +278*-***-****

EMPLOYMENT DETAILS

Company: MiWay (Short term Insurance)

Role Profile: Senior Multi Skilled Investigator

Period: November 2012 to January 2014

Key Accountabilities

To effectively manage claims appointed daily. Claims included Motor Accidents, Motor Theft, and Non-Motor.

Ensure that claims are investigated and completed within the scope of policies and procedures.

Gather complete information regarding the client and the case

Study the case of insurance claims and check for authenticity

Conducting field investigation on appointed cases

Conducting interviews, carrying out detailed surveillance of individuals and workplaces for evidence,

conducting activity checks.

Investigating complex claims and events for insurance claims.

Record data and statements in report, take photos and video, document suspicious activity

Prepared investigative work plans, gathered evidence, took recorded statements, compiled reports and

worked with outside experts.

Collaborated with other outside agencies and law enforcement in detecting and preventing insurance fraud.

Company: Outsurance (Short term Insurance)

Role Profile: Various Positions

SIAS KZN Assessing Manager (January 2010 to 2012)

Non Motor Team Manager (February 2009 to July 2010)

Senior Non Motor Assessor (November 2007 to January 2009)

Middle Level Non Motor Assessor (March 2007 to November 2007)

Junior Non Motor Assessor (October 2006 to February 2007)

Period: 03 October 2006 to 30 June 2012

Key Accountabilities

To effectively manage the investigations department, system and people in order to maximize investigations and

minimize claim leakages.

Managed and oversaw the day-to-day workflow operations for the team of claims examiners / assessors to

ensure employees' production and standards were met and claims were processed timely

Planned, organized and prioritized duties and assignments along with training while simultaneously meeting

management duties and expectations

Maintained daily communication with staff, scheduled telephonic conferences to perform one-on-one

performance and progress feedback

Tracked and monitored staff's daily attendance for payroll and accountability

Page 6 of 8

Mervin Govender **********@*****.*** +278*-***-****

EMPLOYMENT DETAILS

Company: Telesure – Auto & General

Role Profile: Various Positions

Claims Investigator -Loss Adjuster

Third Party Legal Services

Period: September 2004 to September 2006

Key Accountabilities

Investigation of Insurance Claims, pertaining to claims relating to Household contents and building cover.

Assessing of all household and building claims

Contacting relevant suppliers and obtaining replacement values of stolen items

Interviews with clients and Finalization of claims

In depth investigations relating to items stolen, including engagement with SAPS

ITC and IDS checks, done on clients, Criminal Checks, on clients

Third Party Legal Service enabled me to focus of the legal aspects of motor vehicle insurance claims lodged, by

Third Parties, insured and the un- insured’s.

Capturing of Third Party Vehicle claims, Verifying incident and Assessing liability

Applying Law of Collisions in each claim

Arranging and negotiating settlements

Criminal checks on Third parties and ITC and IDS checks, Issuing and requesting of settlement checks

Company: Osiris Trading

Role Profile: Various Positions

Charge Back Recovery and Prevention

Player Security Consultant (Prevention)

Period: July 2001 to 16 September 2004

Key Accountabilities

The Charge Back Recovery Department had been created by myself and launched officially in October 2002,

being the first department like this across the Internet. This Department Focused on Preventing Charge Backs and

Recovering Charge Backs as well as Analyzing Charge Backs.

Analysis and Investigation of Charge Back Accounts

Accurate Identification,and classification of reversals(such as genuine Fraud, Player initiated,Bank initiated)

Updating of Reports for statistical purposes, Daily, Weekly, Monthly basis

Contacting International Banks, to prevent Charge Backs, and establishing contacts at Banks, as well as to do

Fraud Checks

Update details on the Negative Database on a regular basis and submit details to Kill fraud

Bulk Locking of High Risk accounts

Training of New Staff Members

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Mervin Govender **********@*****.*** +278*-***-****

EMPLOYMENT DETAILS

Company: Mercantile Bank

Role Profile: Various Positions

Authorization Clerk and Customer Care Representative

Authorization Clerk and Customer Care Representative – Woolworths Card

Collections Clerk

Period: April 1998 to July 2001

Key Accountabilities

Credit card

Customer Service and Care

Liaise with other Banks for Card Authorizations

International Liaison with Inquiry Bankers

Hotline

All Other relate activities relation to Credit Card Customer Service

Collections

Working with all arrear accounts

Issuing of Final Notice and Tracing Debtors

ITC Tracers, ITC Listings, Insurance Claims

Instructing Adjusters

Repossession of Vehicles and Equipment

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