Manager Customer Service
Resume:
LUSANDA MMADI
Software Service Desk Support Consultant
: 073*******, : *****.**@*****.***
: Wilropark, Roodepoort, Gauteng.
Birth Date: 10/29/1980
Gender : Female
Marital Status : Single
SUMMARY
I have been in the insurance industry for 17 years. Within those years I have gained experience in Policy Administration, Assessing Administration, IT helpdesk/ service desk, Claims Quality Assurance Evaluation and Operational Change Management. I have extensive customer services experience as all areas I have worked in are customer service focused.
I have RE and 31 Fais credits
EMPLOYMENT HISTORY
Johannesburg, Gauteng April 2016 - September
2020
Software Support Consultant - Cardinal Insurance Management Systems Creating User Profiles And Allocating User Rights For CIMS3 And Iplatform.
Provide CIMS3 And Iplatform Support To Insurance Companies. Provide Training On How To Use The System.
Schedule System Errors With The Development Team For Them To Fix
Assist With Software Testing On Any New Functionalities Or System Fixes.
Adjust Policy Wording On CIM3 According To The Insurers Request. Logging Defects On Jira For Developers After Testing. Remote Connecting Clients Using TeamViewer And Royal TS Assist With Accounts Queries E.G. Premium Payments, Claims,Underwriting,
Version Testing.
Writing And Compiling System Training Manuals To Users. Operational Chang Coordinator - Telesure
Johannesburg, Gauteng August 2013 - March
2016
Conduct UAT Testing Required For Data Fixes Or System Enhancements Go Live.
Documenting System Errors (BUGS) And Working Closely With Developers To Ensure System Bugs Are Fixed And New Developments Are Scheduled.
Manage, Sort And Prioritize Change Requests And Ensure That All Change Is Responded To By The Agreed Turnaround Times For Resolution.
Engage With The Originator Of The Change Request To Source Regarding Incomplete, Outstanding Requirements Or Documentation. Ensure Only Business Approved Requests Are Accepted And Identify Larger Changes To The Operational Change Owner For More Formal Management In Operational Change / Business As Usual Or Project Portfolios
Investigating, Understanding And Effects Using The Standard Analytics Methods, Techniques And Execution Cycles. Resolving Basic Enquiry-based On Change Request Types Example: Due To Operator Error, Lack Of Training, Not Following Procedures And So Forth.
Creating A Plan And Managing All Outstanding / Changes In Progress And Ensure The Timeous Completion By Ensuring Adherence To SLA And Agreed Deadlines.
Co-ordinating And Facilitating Discussions With The Fulfillment Areas With Regards To A Change To Ensure Alignment, Negotiate Dates Where The SLA Cannot Be Met And To Identify Risks And Issues.
Support Business By Ensuring That All The Necessary Tests Are Carried Out Before Business Approval Is Given For Deployment. Escalate Risks And Issues To The Operational Change Owner To Ensure These Are Resolved To Meet Business Expectations. Maintain Tracking Sheets For The Monitoring And Performance Management Of All Routine And Maintenance Work.
Deliver The Telesure Service Way Through Personal Effort And Through Others.
Making Sure Delivery Principles And Life Cycle Are Adhered To. Johannesburg, Gauteng July 2011 - July
2013
Claims Quality Assursnce Evaluator - Telesure
Evaluate Short-term Insurance Claims Calls.
Evaluating Claims Capturing And Completion.
Conducting Random Audits On Claims Calls.
Conduct Coaching Sessions For Consultant Who Have Quality Assurance Ratings.
Identify Training Needs/gaps
Compile And Provide Reports To Claims Team Manager And Quality Assurance Manager.
Recommend Solutions To Improve Service Delivery In Claims. Attend Weekly Collaboration Session With Other Evaluators. Assist The Policy Services Department By Answering Client Services Calls Should There Be High Call Volumes.
Johannesburg, Gauteng January 2007 - June
2011
As400 Helpdesk Administrator - Telesure
Assisting Eith AS400 Fault Logs
Creating New Logins For New Employees
and External Brokers
Resetting Password For Employees On The
As400 And Windows
Reset Employee’s Password On Imanage Humanresource System. Assisting With Branch And Broker
maintenance.
Responsible For Processing Premium Discounts On Policies. Responsible For Escalating Faults Logged.
Responsible For Authority Levels That need To Be Given To Managers And Consultants.
Johannesburg, Gauteng March 2006 - December
Assessing Administrator - Telesure
EDUCATION
2006
Providing Customer Service To Panel Beaters.
Daily Diary Management For Assessors.
Provide Panel Beaters With Quotes Of The Damage On Assessment Done.
Assisting With Payments For Panel Beaters Once Repairs Have Been Completed (cheque And Electronic Payment)
Assisting With Client Complaints Ff They Are Unhappy With Repairs. Loading Additional Work For Panel Beater And Do Payments Once Approved.
Johannesburg, Gauteng March 2004 - February
2006
Policy Service Consulrant - Telesure
Policy Administration And Customer Service.
Providing Information And Advice To Clients.
Assisting Clients Telephonically And Face-to-face. Assisting Clients With Policy Underwriting, Account Queries And Policy Changes.
Doing Policy Retentions.
Assisting With Policy Renewal Queries.
Upselling VAPS Products.
Assisting Brokers And Clients With Policy Documentation Such As Renewal Letters, Confirmation Of Cover,policy Schedules And Border Letters.
Assisting Client With Policy Endorsements.
Assist With Manual And Electronic Vehicle Inspections For New Clients And Updating Inspection Certificates.
Johannesburg, January 2001 - December
Varsity College - Certificate
(Business Computing)
SKILLS
HOBBIES
REFEREES
Gauteng. 2001
Johannesburg,
Gauteng.
January 1997 - January
1997
Roodepoort College - High School Diploma
(Grade 12)
Johannesburg,
Gauteng.
June 1997 - December
1999
Roodepoort College - National Diploma
(N6 Public Relations)
MS WORD MS POWERPOINT MS EXCEL
MS OUTLOOK As400 CIMS360
Iplatform Problem Solving Analytical Skills
Hiking, Movies, Travelling,
Wendy Pederson
Software Support General Manager - Cardinal
Management Insurance Systems
Direct Manager
Contact this candidate