Contact Details Call Centre
Resume:
CURRICULUM VITAE OF GERALD MONA
PERSONAL DETAILS
Surname : Mona
Name : Gerald
Identity Number : 910**********
Gender : Male
Nationality : South African
Home Languages : Xitsonga
Other Languages : English, Afrikaans, IsiZulu, N.Sotho
Residential Address : 19 Victoria Gardens
60 Kempton Rd
Kempton Park
1619
Drivers Licence : C1
Contact Number : 068******* / 071*******
Work No : 012*******
Email Address : *******@*******.**.** or *********@*****.***
EDUCATIONAL QUALIFICATIONS
High School Attended : Freddy Sithole High School
Highest Grade Passed : Grade 12
Subject Passed : Xitsong,English,Afrikaans,Life Orientation,Life Science,Agricultural
Science
Year Obtained : 2010
Institution : Trainsure Consultancy
Qualification : FETC NQ4 Long term insurance (120 credits)
Year obtained : 2021
SKILLS AND ATTRIBUTES
Problem solving skills
Ability to multi task and handle pressure
Good communication skills
Time management skills
I am hard working
WORKING EXPERIENCE
Company : Avbob
Position : Intern
Duration : September 2012 till 13 August 2013
Duties : Scanning new business, checking new business
Company : Assupol Life
Position : Assistant: IL Scanning
Duration : 15 August 2013 to 30 June 2014
Duties : Scan, shred & archive documents
WORKING EXPERIENCE
01/07/2014 to 01/04/2015
Assupol life
Positions held: Clerk IL Demutualization Administration (Call Centre)
Responsibilities:
Administrative work
Attend to all incoming calls
Make follow ups on clients queries
Work without supervision
indexing
Assisting walk in clients
Nr
Key Performance Areas
Processes /Activities
Output
1
Demutualisation Administration
General updates of personal and contact details.
Payment methods.
To facilitate functioning of Assupol business process.
2
Demutualisation Liaison
To give information to client on demutualisation process and policies.
Attend to queries and complaints
Resolve problems.
Follow-up with clients regarding queries.
Provide second line support with regard to problems.
To ensure client satisfaction.
To provide a one stop service to clients.
3
Branch service support
Provide support in terms of demutualisation.
To ensure client satisfaction.
To ensure that standards are maintained.
To facilitate smooth resolution of queries and problems.
To provide backup for branchadministrative functions.
4
Client correspondence
Give correspondence to clients.
To ensure client satisfaction.
Position
Senior Clerk – Client Liaison Services (call centre)
Duration: 2015 /04 /01 till to date
Responsibilities
Provide advice to clients
• Verify the positive identification of the client
• Provide correct and accurate advice to clients on products; premiums (monthly); beneficiaries; payments (school fund, loans; life assured on policy; (TCF)
Administrate loan requests
• Verify and ensure clients forms are completed correctly.
• Validate and pre-assess whether the client qualifies for a loan
• Make preliminary decision on the loan application and inform clients thereof
• Update and make notes on system
Advice clients on cancelations
• Advise the client of the process and disadvantages of cancelation
• Retain the policy by proposing different options
Claims
• Assist clients with claim requests (death claim, tax-free savings, school fund providers, cash back and refunds) by verifying client, ensuring that correct client is making the claim.
• Provide claim form to clients and advice on all required documents.
• Validate documents and ensure all relevant documents are submitted.
• Advice on claim amount.
• Inform clients on claim payment turnaround time.
• Send all documents to claims assessors
• And make constant follow ups.
Administration
• Handling admin (cancellation requests, policy amendments, reinstatements, share price enquiries)
• Data Capturing (amendments on client profiles)
• Handling client Refunds and advising on requirements to obtain refund
• Changing client banking details and payment dates
• Reconciliations for client policies
Customer Service
• Handling different client’s enquiries, following company processes and procedures when dealing with different queries, escalating queries that are not within mandate and following up according to SLA.
• Going the extra mile for clients when required.
• Following up of clients’ claims
REFERENCES
Contact Person : Cindy Mohoto
Position Held : Supervisor
Company : Assupol Life
Contact : 012-***-****
Contact Person : MR Solly Rangwale
Position Held : Senior Manager
Company : Assupol life
Contact : 079*******
Contact Person : Theresa Chromhout
Position Held : Supervisor
Company : Assupol Life
Contact : 012-***-****
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