Bonolo MOILOA
Pretoria
Summary
Knowledgeable Claims Manager with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Operations Manager : Retentions/Renewals
OUTsurance
11.2020 - 09.2024
- Oversaw the recruitment process and provided leadership to call center representatives in delivering customer support
- Addressed representatives' queries, guided team leaders through challenging situations, and managed issues beyond representatives' capacity, including defusing angry customers
- Led team meetings to comprehend call patterns, educated team leaders on best practices, and set expectations for employees
- Educated and coached team leaders on processes, identified trends, and set call center objectives
- Ensured staff met service level expectations and initiated corrective measures as required
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Operations Manager : Claims
OUTsurance
04.2019 - 10.2020
- Prepared reports, analyzed call data, optimized processes, allocated resources efficiently, and aimed to enhance efficiency and customer satisfaction
- Authorized replacements or refunds, contributing to customer satisfaction
- Undertook supplementary tasks or projects supporting employees, other managers, and overall call center operations
- Oversee the day to day running's of the department
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Increased profit by streamlining operations.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Team Leader - Claims
OUTsurance
07.2018 - 03.2019
- Directed a team, monitored performance, and provided comprehensive customer service
- Conducted meetings, generated reports, and handled complex customer queries
- Implemented strategies to improve team performance and achieved set targets
- Handled inbound calls and emails from customers, addressing queries, requests, orders, and complaints efficiently
- Conducted needs assessments, performance reviews, and setting/meeting performance targets to ensure operational efficiency
- Ensured accurate and updated records, maintaining relevant communications, and managing data recording
- Monitored calls for quality improvement, minimizing errors, overseeing staff recruitment, performance reviews, and identifying training needs
- Reviewed staff performance, planning training sessions, coaching, motivating, and retaining employees for enhanced productivity
- Data Analysis and Reporting: Forecasting, analyzing data, handling complex customer complaints/feedback, and preparing monthly reports to evaluate overall team performance
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Team Leader - YOUI Roadside Assistance
OUTsurance
11.2017 - 06.2018
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Oversaw quality control measures, maintaining high standards for all project outputs.
Client Care Advisor
OUTsurance
05.2013 - 11.2017
- Facilitated customer interactions, ensured prompt and professional responses
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.
- Established trust with clients through transparent communication about service offerings, pricing structures, timelines, or any other pertinent details related directly or indirectly influencing their decision-making process.
Education
Certificate - Microsoft Excel
Excel Academy
Centurion, South Africa09-2023
Advanced Certificate in Management Practice - Business Administration and Management
Henley Business School
Centurion, South Africa01.2022
Higher National Diploma - Business Administration and Management
Gordon Institute of Business Science
Pretoria, South Africa01.2020
English HG, Afrikaans HG, Drama HG, Mathematics HG, History HG, Business Economics HG
Abbotts College
Pretoria East01.2007
Skills
- Analytical skills
- Communication skills
- Customer Service
- Skilled in problem-solving
- Claims process knowledge
- Leadership skills
- Excellent verbal communication skills
- Excellent written communication skills
- Strategic Thinking
- Project Management
- Decision-making
- Team Building
- Quality Management
- Technology Proficiency
Languages
English
SeSotho
Afrikaans
Ownvehicle
Yes
Personal Information
- Date of Birth: 07/19/88
- Nationality: South African
- Driving License: Yes
Professional Highlights
Accumulated over 9 years of versatile experience across various departments (Client Care, Roadside Assistance, Claims, Sales, and Retention) at Outsurance., Successfully ascended through leadership roles within 4.5 years, starting as a Roadside Assistant Team Manager, advancing to Claims Team Manager, and subsequently promoted to Manager position., Committed to ongoing education, holds an NQF Level 5 in Business Management from GIBs - University of Pretoria, currently pursuing an Advanced Business Management certification (NQF Level 6) from Henley Business School., Managed teams of varying sizes, overseeing 88 individuals grouped into teams led by eight team leaders, as well as smaller groups comprising five teams of 10, each supervised by five team leaders., Collaborated closely with the General Manager, reporting on departmental performance, and actively contributed to driving performance improvement initiatives among a team of 10 managers.
Hobbies and Interests
- Music
- Art
- Reading
- Travelling
References
References available upon request.
Timeline
Operations Manager : Retentions/Renewals
OUTsurance
11.2020 - 09.2024
Operations Manager : Claims
OUTsurance
04.2019 - 10.2020
Team Leader - Claims
OUTsurance
07.2018 - 03.2019
Team Leader - YOUI Roadside Assistance
OUTsurance
11.2017 - 06.2018
Client Care Advisor
OUTsurance
05.2013 - 11.2017
Certificate - Microsoft Excel
Excel Academy
Advanced Certificate in Management Practice - Business Administration and Management
Henley Business School
Higher National Diploma - Business Administration and Management
Gordon Institute of Business Science
English HG, Afrikaans HG, Drama HG, Mathematics HG, History HG, Business Economics HG
Abbotts College
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