ANDISWA MKHWANAZI
Johannesburg
Summary
A motivated and adaptable professional with a passion for innovation and a strong commitment to excellence. Background in paralegal studies and a track record of success in legal research, organization, and analysis, bringing a diverse skill set to the table. Demonstrated ability to quickly grasp new concepts and meticulous attention to detail, making a valuable asset to any team. Eager to leverage expertise to contribute positively to the company's success while continuing to grow and develop professionally.
Overview
6
6
years of professional experience
28
28
years of post-secondary education
Work History
Account Manager (Freelance)
Fuzumhlanga Investments
02.2024 - Current
- Provide comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Develop customized account plans for clients to help them achieve their business goals.
- Streamline internal processes for better efficiency in account management tasks.
- Successfully resolve escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Streamline account management processes by implementing efficient organizational systems.
- Facilitate smooth interdepartmental communication by acting as a liaison between finance, sales, operations teams.
- Inbound call handling
Regulatory Compliance Coordinator
Assupol
09.2023 - 02.2024
- Conduct regular audits and assessments to identify and address compliance issues.
- Manage and update regulatory documentation to ensure compliance with industry standards
- Develop and implement compliance policies and procedures within the organization.
- Collaborated with internal and external stakeholders, auditors and legal counsel to confirm compliance with applicable laws and regulations.
- Developed and maintained compliance database, tracking all compliance activities and documents.
- Prepared and submitted regulatory filings in timely manner.
- Identified, investigated and documented compliance violations and recommended corrective measures.
- Maintained up-to-date knowledge of applicable laws and regulations.
- Conducted thorough inspections of offices to report damages and maintenance issues.
- Monitored and supported maintenance of office and basic medical supplies.
- Initiated office equipment repair and maintenance requests to reduce staff downtime and increase productivity.
- Oversaw all daily office operations and equipment maintenance.
- Assisted compliance team with annual reporting and regulatory submissions.
- Produced on-time communications in support of new product submissions for regulatory agencies.
- Managed file archival and information retrievals.
- Compared incoming data against quality, integrity and accuracy expectations, identified faults and affected timely remedies.
Complaints Officer
Compliance & Regulatory Affairs
07.2021 - 09.2023
- Confer with customers to provide information about products or services, cancel policies, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Resolve customers' service or billing complaints by performing activities such as exchanging policies, refunding money, or adjusting premiums
- Recommend improvements in policies, sales handling and etc in order to prevent future problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Perform investigations for disputed policies
- Liaise with sales teams with regards to sales agents actions and performance
- Liaise with finance for client payments
- Utilized CRM software to track ongoing client relationships and proactively address potential issues before escalation.
- Collaborated with team members to develop new strategies for client retention and growth.
- Reduced response time by implementing efficient problem-solving techniques for faster resolutions.
- Liaise with other relevant departments in order to solve complaints.
- Assisted forensics team in analyzing and gathering evidence related to complaints.
- Refer unresolved customer grievances/complaints to designated departments for further investigation (e.g forensics/handwriting and signature specialists)
- Contact customers to respond to inquiries or to notify/update them of complaint processes and/or investigation results or any planned adjustments.
- Played key role in identifying trends and patterns indicative of potential fraud, enhancing the company's fraud detection capabilities.
- Developed through hands-on experience in investigations, a deep understanding of fraud detection methodologies.
Policy Administrator
Assupol Life
10.2020 - 07.2021
- Served as a liaison between departments, facilitating clear communication regarding policy-related matters.
- Contributed to the creation of an internal database to manage all active policies efficiently.
- Conducted detailed policy analysis to identify areas for improvement and recommend necessary adjustments.
- Taking in calls from policyholders and transferring to relevant department if need be.
- Maintained strict confidentiality while handling sensitive client information and records.
- Implemented data quality control measures, ensuring accurate and reliable information for decision-making processes.
- Front desk management
- Managed office inventory and supplies, maintaining an organized workspace for maximum productivity.
Front Desk Coordinator
Virgin Active
03.2020 - 10.2020
- Provide exceptional customer service experience to all members, non‑members and users of the facility
- Enrolling new members and assisting current members with their queries
- Greeting members and users of the gym as they come through reception
- Checking in members and verifying memberships ‑Registering prospective members and guiding them to the correct person
- Providing information on classes and availability
- Handling questions about cancellation of membership
- Ensuring that adequate stocks of information, packs and brochures are available at reception for interested parties
- Ensuring the safety and security of visitors, members and staff at all times and taking a responsible attitude towards maintaining the premises and facilities of the Fitness Centre
- Serving customers, taking money for activities and accurately accounting or transactions at the end of each shift
- Welcoming members and visitors to the gym and providing accurate information concerning programs and activities
- Creating an excellent first impression of the gym by providing a warm welcome, tidy appearance and pleasant manner at all times
- Handling telephone enquiries, recording messages from incoming calls and transferring calls
- Maintaining a clean and tidy environment, both behind and in front of the counter
- Monitored inventory levels of office supplies, placing orders as needed to prevent shortages or delays.
- Collaborated with team members to address guest needs and ensure seamless operations.
- Handled high volumes of incoming calls, directing callers to appropriate departments for prompt assistance.
- Actively promoted special offers and events to guests, increasing bookings and event attendance.
- Provided administrative support to management staff, contributing to overall office productivity.
Legal Advisor
Scorpion Legal
11.2017 - 11.2018
- Support attorneys in filling all business requirements and closing cases
- Document all operating processes to ensure continuity
- Document and report all new client cases
- Provide administrative and information gathering support to the advocates and managers.
- Handled preliminary assessments and data gathering for cases as a form of investigating root cause of disputes.
- At times, maintain the reception area by keeping it clean and assuring that the waiting area is clean
- Managing the office every morning by emailing managers and senior staff about data captured for the week and also updates on how the branch is doing and how many cases are open/closed
- Ensure timeous and accurate capturing of all policies sold, cancelled, upgraded and downgraded
- Providing feedback to clients regarding their cases
- Contacting respondent/defendant (if need be) when cases ‑are opened by policyholders
- Support finance department with system queries on company drivers & vehicles and money from policyholders making physical payments at the branch
- Assisting with Ad‑Hoc Tasks within the department as they arise.
- Enhanced client satisfaction with timely and accurate legal advice on various matters.
- Reduced potential litigation risks by conducting thorough research and providing preemptive solutions to clients.
- Facilitated settlement negotiations by preparing summary reports that highlighted strengths and weaknesses of each party''s position.
- Streamlined office operations by implementing effective file management systems and organizational strategies.
- Conducted thorough investigations to gather relevant information for case development.
- Provided reliable assistance during discovery processes through diligent review of documents, identification of key issues, and summarization of findings for attorney review.
- Developed a comprehensive understanding of various practice areas through hands-on experience in cases involving contracts, litigation, real estate, family law, or intellectual property law.
- Expedited document review process by conducting initial reviews of key documents for relevance and privilege status.
Education
Paralegal Practice - Law, South Africa
South African Law School
Durban 04.2001 - 05.2023
Diploma - Law
University of South Africa
03.2018 - 05.2022
Compliance Essentials Course - Law & Compliance
University of Cape Town
01.2016 - 05.2017
Skills
Strategic planning
Timeline
Account Manager (Freelance)
Fuzumhlanga Investments
02.2024 - Current
Regulatory Compliance Coordinator
Assupol
09.2023 - 02.2024
Complaints Officer
Compliance & Regulatory Affairs
07.2021 - 09.2023
Policy Administrator
Assupol Life
10.2020 - 07.2021
Front Desk Coordinator
Virgin Active
03.2020 - 10.2020
Diploma - Law
University of South Africa
03.2018 - 05.2022
Legal Advisor
Scorpion Legal
11.2017 - 11.2018
Compliance Essentials Course - Law & Compliance
University of Cape Town
01.2016 - 05.2017
Paralegal Practice - Law, South Africa
South African Law School
04.2001 - 05.2023
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