Masixole Kutu

PERSORNAL INFORMATION

Contact Number: 069-***-****

Email: ady00r@r.postjobfree.com

Residential Address: 42 Tennyson Street

Unit 7 Prima Villa

Quigney

East London

5201

SKILLS

Adaptable

Analytical

Problem Solving

Proficient in MS programs

Technical knowledge

Interpersonal Skills

Collaborative

Highly organized

Initiative driven

PROFILE

Experienced and self-motivated individual bringing forth valuable industry experience spanning over 12 years driving sales, training, adding value and consistently striving to achieve desired results. I am results oriented with a proven track record of working collaboratively to achieve goals. Extensive operations knowledge, strong leadership skills and superb relationship management abilities.

You will find me to be assertive, well-spoken, energetic, confident and personable the type of person on whom the company can rely on to achieve its objectives. My attached resume will quickly confirm that I am able to deliver performance and quality. I have the ability to provide motivational and inspirational leadership to key staff. My experience to date has equipped me with a multitude of relevant skills not only in sales, administration, operations, customer services but also in running core areas of any operational setup. I consider myself to be an operational minded individual capable of working in a fast paced and ever changing environment eager to learn about the latest platforms and technologies as they emerge.

My core strengths include but are not limited to - Managing teams involved in multiple areas together with a real awareness of the kinds of initiatives that drive business overall performance. Meeting and exceeding productivity goals, ensuring service excellence, working within guidelines and timelines, superb customer facing and client management skills.

EDUCATION

Moonstone Business School

RE1 Regulatory Examination: FSPs and Key Individuals in all Categories of FSPs

RE5 First Level Regulatory Examination: Representatives - 2017

Konitek Training & Development

Microsoft Excel: Basic/Intermediary & Advanced 2007

Greenpoint Secondary School, East London, Eastern Cape

Matric

Mathematics, Accounting, Economics, Business Economics, English First Language, Afrikaans Second Language

Leadership roles

Prefect

Fundraising Committee

EMPLOYMENT HISTORY

Winston Sahd

Branch Manager (September 2020 – December 2020)

Maintain good customer and staff relationships

Control expenses relating to branch

Ensure all administration work is done according to company policy

Ensure efficient stock control process

Responsible for stock taking/counts within the store

The size and number of surpluses and deficiencies revealed by stocktaking to be shared with Head Office to measure the efficiency of the storekeeping, control and procedures in general.

Ensure the movement of all assets in the store is recorded and accounted for.

Handle customer complaints in a satisfactory manner

Ensure all credit control function is performed satisfactorily

Reduce cash exposure to avoid robberies/burglaries by ensuring all moneys are receipted and banked daily

Drive sales ensuring sales targets are achieved monthly

Project a favourable company image regarding personal appearance, grooming and habits of staff

To generally oversee the entire branch function adhering to the rules set out in the company manual

Perform any function necessary for the efficient running of the branch.

Ensure that every salesperson has a sales target with an action plan

Real People Assurance Company Ltd

Assurance Administrator (October 2019 to August 2020)

Claims assessments

Process claims with consistent accuracy

Prepare letter and other correspondence in support of claims action

Enforce adherence to customer requirements and expectations

Promoted quality achievement and adhered to preset deadlines and specifications

Monthly Lapses and NTU execution

Receipting Log and Suspense

Movement Reports

UAT for Changes and Deployment

Real People Assurance Company Ltd

Sales & Retentions Supervisor (April 2015 to September 2019)

Spearheaded a setup and establishment a Sales and Retentions Call Centre.

Led recruitment and training of new consultants.

Identified and maximised sales opportunities and successfully increased customer retention and collection rates.

Training, coaching, mentoring and motivating staff ensuring improvement of overall quality client interactions and continuous monitoring to ensure daily set sales and retentions targets are met

Developed and implemented sales plans to expand customer base and increase customer retention.

Established sales goals by forecasting sales quotas and projecting expected sales volumes for existing and new product offerings.

Enabled the development of a high performing team through active performance management, mentorship and coaching.

Review workflow, processes, policies and identify areas for improvement. Set and follow up on action plans

Analysis of data on various platforms, compile reports in order to identify and improve efficiencies enabling optimum performance.

Created a conducive, neat and attractive sales and retentions environment including visual displays setup.

Training on new products and services, sales and client retention techniques.

Monitoring of all calls and system workflow processes to ensure minimization of errors.

Real People Assurance Company Limited

Customer Service & Retentions Supervisor (October 2013 to March 2015)

Manage the inbound client services team as well as the outbound retentions team.

Training and coaching, mentoring, motivating of staff to improve overall quality of client interactions are surpassed and continuous monitoring to ensure daily set targets are met and 1st Call Resolution maintained.

Enable the development of a high performing team, through active performance management, mentorship and coaching

Ensure high levels of customer service, interactions and quality of work is maintained at all times across all areas of responsibility.

Ensure all queries logged are actioned and agreed SLA’s are consistently met. Ensure customer queries are resolved to the total satisfaction of the customer. Handle more complex and irate client queries and refunds

Capacity planning to ensure service levels are met consistently.

Create an atmosphere of open communication between the Operations, Claims, Inbound client service and Outbound client retention teams.

Troubleshooting, UAT testing, communicating and logging on IMS of all telephony/dialer system issues and relevant web applications (Credit Ease, EOS) and Exergy.

Liaising with service providers (DMC) regarding batch allocations and performance thereof.

Continuous monitoring of processes and systems to ensure operational efficiencies and daily planning of workflow.

Identifying Key Performance Areas and Indicators and evaluate employee performance through Performance Reviews. Ongoing performance evaluation of staff

Ensure consistent application of business rules.

Contribute to the development of customer service policies and standards.

Preparation of all reports pertaining to area of responsibility.

Implement controls, procedures and reports as and when requested by Management

Reviews of area of responsibility timeously in line the division’s needs

Customer Liaison

Proactively develop and maintain relationships with all relevant role players both internally and externally

Encourage communication and collaboration between employees across and within company departments which in turn drives up productivity and fosters innovation.

Setup training of all service divisions on Assurance products

Liaising with service divisions regarding servicing Assurance clients in various ways that will assist excellent customer service and client retention

Positively contribute to clients’ overall experience with the company

General administration.

Quality Assurance

Overview of Quality Assurance of new business.

Effectively manage capacity and co-ordinate the vetting of business originated from Call Centres, ensuring the highest standards of quality are maintained and agreed SLA’s are continuously met.

Staff supervision, work allocation, deadlines setting, discussing and resolving issues technical and otherwise in order to obtain maximum productivity.

Knowledgeable on all aspects of the product offering, compliance to script, reporting and operational procedures.

Travelling to Johannesburg and Durban visiting Call Centres: CCI-SA, DNA, Rewardsco and RPAC Call Centre for product, sales and quality training. Establish and maintain relationships with Call centre management and ensure regular communication via teleconference and visitations.

Ensuring service levels are consistently met and maintained at all times through capacity planning.

Regularly communicate with Call Centres regarding recordings requests, reports, quality and compliance issues.

Provided feedback to relevant stakeholders and ensure agreed SLA’s are consistently met.

Manage and continuously update the QA checklist as and when required to remain relevant ensuring relevant coaching and counselling.

Customer Data - ensure accurate capturing using internal systems (Tilos); report on discrepancies

Provide a detailed report to externals with recommendations on new initiatives to improve quality of sales.

Real People Assurance Company Limited

Supervisor: New Business – Quality Assurance, Data Capturing & Branch Insurance (October 2011 to September 2013)

Responsible for audio vetting, overseeing a team of data capturers, branch and audio vetters including allocation of staff to various areas depending on capacity required.

Data capturing and vetting of business from all distribution channels Telesales, Broker division, Branch and Agency division

Capacity planning in order to ensure availability of necessary resources at all times in alignment with our customer’s overall needs.

Knowledge of internal systems Real Quality/ Real Vet (Chameleon)/ Tilos / MCC and Orca.

Ensuring business rules, audio vetting and general vetting procedures are adhered to at all times as per defined criteria.

Continuous monitoring of processes and systems to ensure operational efficiency and daily planning of workflow.

Conduct checks on all applications submitted by the brokerages.

Monthly reporting of vetting, data capturing and audio vetting statistics and the attendance of weekly IS Opsco and monthly Opsco meetings.

Motivating, task allocation, training and coaching of staff to ensure overall quality and monitor to ensure daily set targets are met.

Alignment of team targets to the overall targets of the department being serviced.

Constant liaison/interaction with IT and logging of all tasks on IMS to ensure smooth operation of systems and processes.

Ensure client satisfaction and relationship is maintained at all times.

Real People (Pty) Ltd

Vetting Clerk: – Origination (October 2009 to September 2011)

Audio Vetting of RPI, AFM, IQA applications.

Vetting of all new Insurance and Cellular branch sales and renewal applications on RealVet 3 (Real Inbox) as per defined criteria.

Dealing with day to day queries from branches and telesales

Assisting management with daily tasks

Compliance to NCA and NCR and excellent customer care

Scanning and linking of applications and consolidation of reports

Fraud checks

Ensuring business rules are adhered to.

Real People (Pty) Ltd

Telesales Consultant – Insurance, IQ Academy & Academy for Mathematics (June 2008 to September 2009)

Initiate calls to customers to market various products

Ensuring excellent quality of service to customers

Update MCC Front End systems with customer information

Ensure standards pertaining to marketing and customer services are exceeded and that every opportunity of selling products offered is exhausted.

Ensure quality control is 85% and above

Ensure daily, weekly and monthly sales targets are met

Taking of incoming calls, queries and transferring to relevant departments to ensure effective and efficient customer service.

Child Welfare South Africa: Queenstown

Administrative Officer (01 April 2004 – 30 November 2007)

Full control of the administration section and accountability thereof

Prepare monthly subsidy claims for Department of Social Development

Prepare applications for funding

Bookkeeping to Trial Balance

Prepare documents in order for financial transactions for board of management and in preparation for annual financial audit

Effective reconciliation of monthly expenditure and payment of accounts

Perform any task assigned by management

Capturing of all Section 14 and 13 reports for Social Workers and Auxiliary Workers

Co-ordinate fundraising events organised by the organisation

Daily banking

REFERENCES

Sandy Bunge

Operations Manager: Real People Life

083-***-****

Gary Cook

Divisional Head: Real People Life

082-***-****

Contact this candidate