Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

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
Alessandro Cohen Roberts