Service Consultant Customer

ROCELLE

ANDERSON

adul4w@r.postjobfree.com

076*******

Johannesburg

SKILLS

Time management

Customer service

Organising

Problem solving

Attention to detail

Analytical thinking

Communication

Resilience

Self-management

Teamwork

Willingness to learn

Planning

Implementation

Verbal and written communication

REFERENCE

Trudie Barnard - "Santam"

Service Consultant

adul4w@r.postjobfree.com

011-***-****

Rezaan Scheepers - "Santam"

Supervisor Team Leader

adul4w@r.postjobfree.com

011-***-****

Martha Mbenzana - "Santam"

Sales line manager

adul4w@r.postjobfree.com

011-***-****

Wouter Ras - "Integrisure"

Broker Expert

adul4w@r.postjobfree.com

086*-***-***

2018-2022

2020

2019

2014

2012

2011

2007

EDUCATION

Moonstone

CPD

19 hours

Moonstone

RE5

Passed

Santam

EADP Assessor

Passed

NEBOSH

International health and

safety

Passed

NEBOSH

Samtrac

Passed

Santam

Fais

Passed

Mondoer High School

Matric

Passed

2010 - 2017

EXPERIENCE

Santam

Service Consultant

Offering world class

products and services to

clients, whilst

achieving targets related

to quality, productivity

and compliments in a call

centre environment

Executing clients

requests within the

agreed timeframes,

quality standards,

legislation

in turnaround time in a

client centricity manner

Providing effective,

efficient and

professional service to

all our clients and

offices,

both telephonically and

through written

correspondence

Ensuring

client service level

agreements are met

and exceeded while

achieving agreed

productivity.

2017 - 2018 Santam

Supervisor Team Leader

Managing and setting

targets for all Call

Centre Agentsby

understanding the

organizations

products, services,

procedures and

guidelines

Monitoring all calls to

ensure that due

procedures and quality

standards are strictly

adhered to and met

Facilitating and

organising training

session for all agents

and participate in the

recruitment

of all new Call Centre

Agent

Ensuring that clients

are

happy and satisfied at

all times by providing

prompt response and

solutions to

their challenges at all

times

Conducting regular

review

of all Call Centre

Agents performance

and quality to ensure

performance and

quality are met with

improvement plans in

place

Monitoring attendance

and

punctuality on a daily

basis and reviewing

and analysing agent

output

Handling customer

complaints and

ensuring feedback is

given

Comunicating

information

in a timely, accurate

manner to all team

members

2018 - 2020 Santam

Sales line manager

Managing and

ensuring that

the team reaches

target by monitoring

individual

performance on a

constant basis

as well as mentoring

consultants and giving

real time support in

terms of query

resolution by being

knowledgeable on all

aspects of the

products, systems and

processes

Building and

maintaining a

high performing team

which consistently

delivers excellent

customer experience

in terms of care,

professionalism,

knowledge, contact

resolution and client

centric.

Facilitating the

enhancement of the

customer experience

by inspiring, leading,

engaging, coaching,

developing and

motivating a team of

dynamic and

successful customer-

facing

agents to deliver the

best service in the

insurance industry

Managing people

related matters like

attendance, absence

and attrition within the

team to ensure service

level contributions are

met and exceeded

Managing and

improving

performance by

focusing on strengths

in staff performance

as well as

development areas to

identify and work on

addressing gaps

through

written

correspondence and

training

Ensuring efficiency of

service productivity

and performance in

the contact centre

through the

achievement of

agreed quality

assessment ratios and

turn-around times

Improving customer

satisfaction,

experience and insight

Ensuring the

achievement

of underwriting and

profitability objectives

through internal

processes

2021 - 2022 Integrisure

Broker Expert

Handling high net

worth

clients policies and

reviewing if cover is

adequate as well as

doing proactive

retention functione

and enhance

profitability

Ensure the business

processes and policies

are adhered to and

represented in a

professional,

business-like manner

Establish and maintain

new business,after

sales and

relationships in order

to grow business

Manage client query

processes and ensure

that queries are

tracked, accurately

resolved and used as

a mechanism to

improve client service

and business

processes

Provide authoritative,

expertise and advice

to clients

Contact this candidate