Alessandro Cohen Roberts
57 Delaware Avenue Eldorado Ext 7
Summary
Dynamic Team Lead with extensive experience in Insurance Service Provider Support and Claims Management. Skilled in leading teams, overseeing claim assessments, and ensuring service providers deliver on agreed standards and timelines. Adept at managing escalations, monitoring performance, and implementing process improvements to drive efficiency and compliance. Strong communicator with the ability to build and maintain productive relationships between clients, service providers, and internal stakeholders. Recognized for balancing empathy with sound decision-making, fostering team collaboration, and consistently achieving performance and service excellence targets.
Overview
2026
2026
years of professional experience
Work History
Call Center Representative
Merchant Dimension Data
- Call Centre Agent for Cell C whereby I was providing information about products and services.
- Taking customer orders.
- Responding to customer complaints.
- Processing returns.
- Performing countless other activities.
Insurance Service provider support Team Lead
4-Sure
08.2021 - Current
- Lead and supervise a team responsible for coordinating and supporting insurance service providers.
- Monitor service provider performance to ensure adherence to service level agreements (SLAs), compliance, and quality standards.
- Manage escalations and resolve complex service or claim-related issues in a timely and professional manner.
- Provide training, coaching, and performance feedback to team members to enhance efficiency and service delivery.
- Oversee allocation and prioritization of tasks to ensure smooth claim handling and client support processes.
- Act as the main point of contact between service providers, clients, and internal stakeholders.
- Analyze service trends, prepare performance reports, and recommend process improvements to management.
- Ensure accurate documentation, record-keeping, and reporting in line with company and regulatory requirements.
- Drive a culture of accountability, teamwork, and customer service excellence within the team.
Education
High School - English, Afrikaans, Mathematics Literacy, Business Studies, Economics, History, Life Orientation
Eldomaine High School
Skills
- Attention to Detail
- Communication Skills
- Customer Service
- Teamwork
- Time Management
- Ability to learn from mistakes
- Ability to work independent and as part of a team
- Ability to work under pressure
References
Candice, Jonker, 084 364 4366, 4-Sure, Contact Person
Timeline
Insurance Service provider support Team Lead
4-Sure
08.2021 - Current
Call Center Representative
Merchant Dimension Data
High School - English, Afrikaans, Mathematics Literacy, Business Studies, Economics, History, Life Orientation
Eldomaine High School