About
Highly accomplished 2IC Manager with over a decade of experience in health, pet, and motor/household insurance. Specializing in quality assurance and operational excellence, I leverage data-driven insights to optimize team performance, ensure regulatory compliance, and deliver comprehensive reporting that drives strategic decision-making and business growth.
Work
Johannesburg, Gauteng, South Africa
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Summary
Led quality assurance operations for multi-line insurance products, driving compliance, performance optimization, and comprehensive reporting for management and sales teams.
Highlights
Generated and disseminated daily performance and compliance reports to management and team leaders, informing strategic decisions and enabling timely operational adjustments.
Developed and delivered comprehensive training programs for new QA and Sales consultants, significantly improving onboarding efficiency and agent readiness.
Orchestrated role-play simulations and pre-onboarding assessments for new agents, ensuring adherence to quality standards and enhancing customer service delivery.
Managed the compilation and submission of detailed incident reports to the compliance department, contributing to risk mitigation and continuous process improvement.
Directed daily work allocation and conducted rigorous audits of departmental evaluations, upholding high standards of quality control and operational efficiency across teams.
Johannesburg, Gauteng, South Africa
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Summary
Provided comprehensive customer service and issue resolution for insurance policyholders, ensuring adherence to service level agreements and contributing to positive customer experiences.
Highlights
Delivered accurate product and service information to customers via email and written correspondence, enhancing client understanding and satisfaction.
Investigated and resolved complex billing issues and misapplied payments, consistently meeting service level agreements (SLAs) to ensure financial accuracy and customer trust.
Adhered strictly to customer care processes and protocols, maintaining high standards of service quality and operational compliance.
Identified, documented, and escalated emerging customer call trends to supervisors, enabling proactive problem-solving and service enhancement initiatives.
Johannesburg, Gauteng, South Africa
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Summary
Analyzed potential risks and vulnerabilities within organizational operations, providing data-driven insights to support decision-making and mitigate potential losses.
Highlights
Conducted comprehensive data analysis to identify potential operational and financial risks, informing strategic mitigation efforts.
Developed and maintained risk assessment reports, presenting key findings to management to support informed decision-making.
Monitored compliance with internal policies and external regulations, ensuring adherence to industry best practices.
Contributed to the development of risk management strategies, enhancing organizational resilience and stability.
Johannesburg, Gauteng, South Africa
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Summary
Provided essential administrative support, ensuring efficient office operations and effective communication within the organization.
Highlights
Managed and organized critical office documents and records, enhancing data accessibility and operational efficiency.
Coordinated schedules and appointments, optimizing time management for team members and executives.
Facilitated internal and external communications, ensuring timely dissemination of information.
Supported various departmental projects, contributing to smooth workflow and achievement of objectives.
Johannesburg, Gauteng, South Africa
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Summary
Accurately entered and managed critical data, contributing to reliable information systems and supporting business operations.
Highlights
Processed and entered large volumes of data into systems with high accuracy, maintaining data integrity for critical business functions.
Ensured timely completion of data entry tasks, supporting efficient workflow and reporting deadlines.
Identified and corrected data discrepancies, contributing to improved data quality and reliability.
Maintained confidentiality of sensitive information, adhering to strict data security protocols.
Languages
English
Afrikaans
Sesotho
Zulu
Skills
Quality Assurance
QA Auditing, Compliance Reporting, Process Improvement, Quality Control, Performance Metrics.
Leadership & Management
Team Leadership, Performance Optimization, Training & Development, Workforce Allocation, Decision Making.
Customer Service
Customer Relationship Management, Issue Resolution, SLA Adherence, Trend Analysis, Client Communication.
Risk Management
Risk Assessment, Data Analysis, Compliance Monitoring, Mitigation Strategies, Incident Reporting.
Reporting & Analytics
Daily Reporting, Data Interpretation, Performance Reporting, Data Compilation.
Operational Efficiency
Process Optimization, Workflow Management, Administrative Support, Data Entry, Auditing.
Core Competencies
Teamwork, Problem Solving, Service Orientation, Communication, Attention to Detail.
Interests
Culinary Arts
Cooking.
Sports
Soccer.
Automotive
Cars.
References
Siphiwe Shabalala
0762782195
Nelile Sithole
082443490
Mzwandile Masuku
0843532336