Along with my years’ experience in call centre management, I also have a great passion for interior design and planning corporate & social events. This creative flair allows to apply a balance in my life between operational requirements and being artistic. As coloring outside the lines is fun.

Experience

  • Customer Care Manager Broker Department

    at Auto & General - Telesure Investment Holdings (TIH

    July 2018 - at Present

    Province of the Western Cape

    Forecasting; Planning & Scheduling of the contact centre based on requirements and historical data for weekdays, weekends and public holidays. Programs used IEX & WFM. Upskilling of staff in a blended environment (new business sales, customer service, claims and retentions) service client in and end to end process within the contact centre. Ensuring that the contact centre measurements of service level, adherence, time utilization and staff conformance are achieved. Managing all HR process disciplinaries, absenteeism audits, salaries, commission payouts and incentive drives for my staff. Monitoring staff daily activity (late coming, break compliance and adherence etc) to ensure that we maintain service level and educating the staff Quality, coaching, development and random audits of staffs calls to ensure that the service our broker and client receives meets our compliance and quality standards.

  • Customer Care Inbound Team Manager

    at Telesure Investment Holdings (TIH)

    July 2012 - at Present

    Province of the Western Cape

    Managing service level contact centre within the SL agreement. Driving service delivery in the inbound department. Making underwriting decisions & taking risks. Ensure customer satisfaction. - Manage organizational change within department. Project management - Ensure compliance in line with FAIS legislation.Coaching and supporting staff.Involvement in operational skills development of staff. Managing staff performance pipeline: quarterly staff discussions & salary review. Managing disciplinary issues: warnings; adherence to company rules policies and procedures. General HR / business issues (Following Company IR Process). Planning scheduling of staff General HR / business issues (Following Company IR Process). Management of staff leave and shrinkage (unplanned leave: Sick/ Family Responsibility; unauthorized & annual leave). Develop & Motivate staff and ensure succession plans are in place PDP. Handling customer complaints according to the Treating Customer Fairly principles.

  • Customer Care Outbound Team Manager

    at Telesure Investment Holdings (TIH)

    January 2014 - June 2018

    Province of the Western Cape

    Project management – handling various pilot projects. Compliance ensure compliance in line with FAIS legislation for staff. Understand strengths & weaknesses & development arrears of staff. Managing staff performance pipeline: quarterly staff discussions & salary review. Managing disciplinary issues: warnings; adherence to company rules; General HR / business issues (Following Company IR Process) Management of leave (sick, unscheduled, annual) Logging system issues & errors. Management of salaries and SAGE Planning scheduling of staff around operational requirements and historical data. Sales Audits of Front office & middle office staff. Develop & Motivate staff and ensure succession plans are in place PDP. Plan and execute the quarterly & annual social events for contact centre. Financial planning and forecasting of incentives, departmental expenses, social events. Making underwriting decisions & taking risks favorable for business.

  • Medical Aid & Life Insurance Admin Team Manager

    at Direct Axis

    December 2010 - June 2012

    Province of the Western Cape

    Monitor management of claims administration on individual life & Health insurance. Coordinate meetings with all business partners to discuss products offered mainly for training purposes and to build good relationships. (Networking). Ensure that the standard operating procedures relevant to the suppliers are enforced Provide status reporting of the team’s activities against the programme plan or schedule. Quality assessment’s for developing and training needs Conducted interviews; disciplinary enquiries and individual MAP (KPI) discussions. Scheduled shift and leave rosters. Managed and approved all overtime; annual leave; un- planned leave in accordance to organisational requirements. Oversee the management of efficient and effective administration of claims Align Brokerage procedures with suppliers’ procedures Monitor processes and procedures for the detection of fraud activities on claims Provide inputs to forensics, IT department and external fraud forum.

  • Short Term Insurance Broker Consultant

    at Direct Axis

    October 2005 - November 2010

    Province of the Western Cape

    Understand different Supplier (Auto & General; Regent; Santam) service offering. Measure and identify needs client, existing clients Maintain relationships (suppliers & sales staff & client) Handling escalations and complaints within SLA Registering claims. Underwriting different suppliers (Auto & General; Regent; Santam). Cancellation & Retention of clients. Upsell/ add Cover to existing portfolios Administer all changes on behalf of the client with suppliers (Auto & General; Regent; Santam) All documentation sent to client welcome packs, amendment schedules and annual reviews. Quoted new business on Quote master, and underwriting. Online enquiries for client and supplier interphase To effectively build and maintain relationships with prospects. Deliver on Treating Customers Fairly principles in alignment with regulatory requirements.

  • Outbound Sales Consultant

    at Go-Banking division Nedbank

    January 2004 - September 2005

    Province of the Western Cape

    Make outbound customer calls to promote and sell a product or service. Create, maintain and update database of customers with complete information and emails. Record outbound call history and customers response in detail. Send or email product literature, brochures, catalogs and other campaign material. Handle customer needs and requirements. Refer customers’ needs or inquiries to appropriate departments like sales, marketing, administrative or other departments. Assist and support sales, marketing or other departments in handling customer requests and needs. FICA Verification and in store activations of cheque accounts.

  • In store Visual Merchandiser

    at Total Sports

    March 2002 - December 2003

    Province of the Western Cape

    Create appealing and eye-catching visual displays that lead the customer through the entire store Produce window displays, signs, interior displays, floor plans and special promotions displays. Brief staff on arranging displays; product training on apparel; footwear and equipment. Change displays to promote new product launches and reflect festive or seasonal themes Liaise with suppliers and source elements Research lifestyle, demographics and design trends.

Education

  • FETC: Long Term Insurance NQF L4 Credits 31

    at INSETA

    2010 - at Present (10 years)

  • MIDDLE MANAGEMENT PROGRAMME 2019

    at UCT GSB

    2019 - 2019 (1 year) Province of the Western Cape

  • MIDDLE MANAGEMENT PROGRAMME

    at University Of Cape Town UCTGSB

    2019 - 2019 (1 year)

  • RE 5

    at Moonstone

    2011 - 2011 (1 year) Province of the Western Cape

  • FETC: Short Term Insurance NQF L4 Credits 30

    at INSETA

    2011 - 2011 (1 year)

  • National Senior Certificate

    at Garlandale Secondary High School

    1997 - 2001 (4 years) Province of the Western Cape

Languages

  • English Native

Hives