Customer Service, Insurance
Resume:
Contact Details
Emerald Hill, Harare
****************@*****.***
Michelle C Mamvura
Summary
Ambitious, self-motivated and result-oriented lady with a proven track record in the insurance industry of exceeding sales targets and building long-lasting relationships with clients. Skilled in risk and fraud management, customer service, and data analysis, I am committed to providing an excellent service Experience
Company : Alliance Health 7 Fleetwood, Alex Park Position : Claims Adjudicator November 2019 to October 2023 Responsibilities
• Conducted proactive investigations of claims fraud, resolving more than 10 fraudulent claims per quarter
• Resolved claims disputes, requests for clarification, and appeals in an efficient and timely manner
• Assessed claims to determine their validity and correspondence to policy conditions
• Made quarterly reports on claims audit
• Analyzed complex claims to determine validity and appropriate settlement amounts
• Analyzed claims data to identify patterns and trends
• Logged and adjudicated claims
• Any other duties assigned (reception duties and customer queries) Achievements
• Recovered over US$2000 from service providers for fraudulent claims/miscalculated claims/ duplicated claims
• Contributed to the increase in clients
Company : GeneInsure 5 Buckingham Gate, Corner 6th Street and Josiah Chinamano, Harare Position : Call Center Team Leader September 2018 to September 2019 Responsibilities
• Assisted in recruiting and training new insurance sales agents
• Implemented new sales training program for new and existing employees, increasing the average sales volume
• Managed a team of 6 agents who handled a large volume of calls and worked to ensure that the quality of service provided was consistently high
• Implemented insurance sells strategies and set weekly and monthly targets Handled escalated customer complaints
• Compiled and presented sales reports
• Maintained an updated record of all important customer information in the database. Achievements
• Won the best sales agent award in the first month of operation
• Got promoted from a call center agent position to team leader within 4 months of being employed
• Won the best team award in the first month of being a team leader Company : Universal Pay Solutions Eastlea, Harare Position : Finance and Admin Intern July 2017 to June 2018 Responsibilities
• Performed data entry and filed tasks for accounts payable, purchase orders, equipment inventory, and departmental files.
• Generated financial reports and assisted with budgeting and forecasting providing valuable insights to support decision-making.
• Maintained accurate financial records and reconciled bank statements.
• Answered calls and responded to emails providing information, taking and processing orders and addressing complaints
Skills
Communication skills Customer service Leadership Analytical Skills Microsoft Office Time management Sales Risk Assessment Database Management Education
Bachelor of Technology (Hons) in Financial Engineering Second Upper Class Degree (2.1) Harare Institute of Technology Ganges Road
Mufakose 2 High
A' Level • Mufakose, Harare
Mathematics, Business Studies and Accounting
Goromonzi High School
O'Level • Goromonzi, Zimbabwe
10 O'Level Subjects incl. Mathematics and English
Certificates
Cerificate of Proficiency (Insurance Institute of Zimbabwe) Languages
English, Shona
References
Kenneth Zvekare Call Centre and Claims Manager Alliance Health *******@*********.*** 077******* William Dawe Call Centre Supervisor GeneInsure *********@*****.*** 077******* Dingilizwe Nkomo Chairman(Financial Engineering) HIT *******@*****.*** 071*******
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