Amiena Rayners
Customer Service
Cape Town,Western Cape
Summary
Multi-line Claims Supervisor dedicated to quality investigation, adjustment and supervision of diverse cases. Blends strategic planning and leadership strengths to establish top-performing claims departments. Trains and mentors staff, optimizing compliance with policies, procedures and applicable laws.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Cash Disputes Claims Administrator Agent device disputes
Capitec Bank
12.2019 - 05.2024
- Investigation of devices withdrawal and deposits disputes
- Crediting on clients accounts and notifying clients of successful claims and claims that is being denied
- Investigating on devices for errors on ATM's
- Balanced workload effectively, prioritizing tasks to ensure timely completion of all claim-related responsibilities.
- Conducted thorough investigations into potentially fraudulent claims, reducing company losses.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Provided exceptional customer service during stressful situations involving accident victims or property damage incidents.
- Supported continuous improvement efforts by identifying opportunities for process enhancements in the claims handling process.
Cash Disputes Claims administrator Team Leader device disputes
Capitec Bank
01.2022 - 09.2022
- Managing 15 people with admin work and personal leave assisting them with complaints
- Approvals on certain queries and having stand up meetings
- Assisting branches with complaints of clients via email and on phone
- Assisting forensics with certain queries and FCS/G4'S emails
- Processing monthly reports and managing the income of all work and queries
Helpdesk Agent
Capitec Bank
06.2015 - 11.2019
- Assisting clients in branches dealing with branch agents with complaints or technical work.
- Apply myself to follow banking rules to trouble shoot with branch agents on how things work and to assist the clients on any queries.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained and supported end-users with software, hardware, and network standards and use processes.
Senior Supervisor, call centre agent and a Dispatcher
ADT Security
04.2009 - 10.2014
- I have managed 15 people with duties and personal leave
- Spoke to clients to sort out complaints or clients needs and dispatch emergency vehicles to clients houses
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Confrence controller & Team leader
Telkom
03.2006 - 07.2009
- Conference people national and international
- I have managed 20 people in the section with giving duties and managing them.
- Have manage conference call for overseas countries.
- Mentored junior staff members, fostering a positive work environment conducive to professional growth and development.
- Completed journal entries, reconciliations, and account analysis to prepare quarterly financial documents and general account management.
Education
High School Diploma -
Symphony High School
Cape Town, South Africa 05.2001 -
Supply chain management - Business management and Logistics management
Cape Peninsula University of Technology
Skills
Microsoft office
Claims auditing
Claims processing
Deadline oriented
Customer communication
Follow-up skills
Assertiveness
Confidentiality
Teamwork
Customer service
Team management
Time management
Personal Information
- ID Number: 8706200047086
- Age: 37
Timeline
Cash Disputes Claims administrator Team Leader device disputes
Capitec Bank
01.2022 - 09.2022
Cash Disputes Claims Administrator Agent device disputes
Capitec Bank
12.2019 - 05.2024
Helpdesk Agent
Capitec Bank
06.2015 - 11.2019
Senior Supervisor, call centre agent and a Dispatcher
ADT Security
04.2009 - 10.2014
Confrence controller & Team leader
Telkom
03.2006 - 07.2009
High School Diploma -
Symphony High School
05.2001 -
Supply chain management - Business management and Logistics management
Cape Peninsula University of Technology