ASHEURITA SICKLE

• Processed orders, service requests and applied information to customers.
• Maintained high levels of customer retention through exceptional service and follow-up communication.
• Implemented upselling techniques to maximize revenue opportunities while delivering value-added solutions to clients.
• Collaborated with team members to achieve monthly sales targets and improve overall performance metrics.
• Selling of hospital cash back plans
  - Selling of cancer plans for Old Mutual
  - Outbound calls
  - Processing each call into relevant databases
  - Memo each call
• General enquiries
  - Processing information
  - Trouble shooting flows
  - Offering assistance to customers regarding their network and sim card
  - Maintaining a positive and friendly attitude towards irate customers

Intermediary Call Centre
- Taking inbound calls and sharing relevant information.
- Administrating duties:
• Emailing necessary documents to clients.
• Checking if all documents were received.
• Handling email enquiries.
• Assisting with processing quotes.
- Offering assistance and technical product service to clients.
- Maintaining and driving a very strong customer service focus.
- Finalizing calls at point of contact where possible.
- Dealing with Intermediary queries via telephone in adherence with productivity standards.
Skilled across all products and processes relevant to the business areas.
- Building relationship with internal and external stakeholders within Old Mutual Processing centre’s and Intermediaries.
- Be able to resolve queries by point of contact.
- General enquiries that involves clients policies:
• Changing banking details
• Lodgment of arrear premiums
• Updating clients details
• Changing due dates
• Cover changes on benefits
- Taking prompt action to accomplish objectives, pushing beyond the boundaries and being proactive.
- Memo each call handled.
- Processing information into relevant department.
- Maintaining a positive and friendly attitude towards irate advisors.
- Building inspiring relationships and taking responsibility for client experience.

- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.

- Analyzed feedback from customers to identify trends and make necessary improvements within the department.

• Taking inbound calls and sharing relevant information
• Administrating duties: Emailing necessary documents to clients and National Dealers
• Providing feedback to clients and National Dealers
• Checking if all documents were received
• Handling email enquiries
• Assisting with processing quotes for parts and service call
• Offering assistance and technical product service to clients and National Dealers
• Maintaining and driving a very strong customer service focus
• Finalizing calls at point of contact where possible
• Skilled across all technical knowledge and processes relevant to the business areas
• Building relationship with National Dealers which service the Kyocera machines
• General enquiries that involves clients and dealers: Logging service calls
• Updating clients details
• Scheduling the service engineers to service the Kyocera machines
• Closing service call, once completed by the dealer and service engineers
• Creating consumables
• Billing for parts and service calls
• Taking prompt action to accomplish objectives, pushing beyond the boundaries and being proactive
• Memo each call handled
• Surrendering a service via email and telephonically
• Troubleshooting technical queries
• Processing information to relevant department and National Dealers
• Maintaining a positive and friendly attitude towards irate clients and National Dealers
• Building inspiring relationships and taking responsibility for client experience
• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
• Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.

• Preparations of death claims on behalf of Trustees of the South African Retirement Annuity Fund (SARAF)
• Acknowledgement of death claims and obtaining all SARAF death claim requirements
• Taking accountability and ensuring that the data integrity of RMM product rules and policy pay outs conforms to the governances of Old Mutual
• Ensuring Product rules are verified and actioned to maintain data integrity on the PAS
• Ensure Unclaimed data and Paid-up processes are followed i.e
• Unclaimed/Paid-ups analysis, investigation and root cause fixing
• Ensure Unclaimed Benefits are managed in accordance with the ASISA regulations
• Administrative duties: Emailing necessary documents to clients
• Checking if all documents were received
• Handling email enquiries
• Assisting with collecting information to process death claim
• Memo each call handled
• Processing information to relevant departments: Generate a scenario from the facts provided in documents and from the clients to make the process easier for the next person in line
• Adheres to service and quality standards
• Taking prompt action to accomplish objectives, pushing beyond the boundaries and being proactive
• Detail focused, thorough, analytical and diligent
• Is individually accountable for achieving results through own efforts
• Establishes and maintains client / customer relationships
• Sound judgement and decision-making skills
• Daily planning and time management skills
• Ability to work under significant work pressure
• Informed clients of policies and procedures.
• De-escalated and resolved customer complaints with punctual, polite and professional service.