Blueprint Corporate, Compass, Keytax, Workflow, Liberty Corporate Connect, MainFrame, Legow, Putty, Business Online Astute, Xds, Compu Scan, Paradigm, Group Risk Web, Workflow MIS, SFE, Microsoft Office
BRIAN MABE
Receptionist
Johannesburg
Summary
A dynamic professional with a proven track record of more than 13 years of working experience at varies organisations, excelling in customer relations and administrative support. Recognized for enhancing efficiency and customer satisfaction through effective communication and problem-solving skills. Adept at managing front desk operations, customer service, administration and maintaining meticulous records, ensuring a positive experience for all clients.
Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail, streamlined processes and efficiency. Positive and upbeat with strong relationship-building abilities.
Well-organized professional equipped with varied experiences in administrative roles. Driven to increase overall efficiency while maintaining a positive attitude.
Overview
15
15
years of professional experience
Work History
Receptionist
Smartgrowth Investments
Sandton
10.2023 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone, or postal mail.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Maintained visitor log for entering and leaving facility for security purposes.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Handled assignments independently with good judgement and critical thinking skills.
Call Center Sales Representative
Homemark
Wynberg
09.2021 - 09.2023
- Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Contributed to positive work environment by assisting colleagues with problem-solving and skill development.
- Provided valuable input during team meetings aimed at refining call center protocols based on evolving market trends or consumer preferences.
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
- Demonstrated flexibility by adapting to shifting call center priorities and adjusting strategies accordingly for optimal outcomes.
- Strengthened customer loyalty through empathetic listening and understanding individual requirements.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Maintained high-quality standards through thorough knowledge of products, services, and company policies.
- Adapted communication style according to diverse clientele backgrounds for better connection and rapport building during calls.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Set up appointments with interested customers according to schedule availability.
- Implemented upselling techniques to increase revenue and move product.
- Made average of 120 - 200 outbound calls per day.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Utilized sales techniques to build customer interest and close sales.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Overcame objections using friendly, persuasive strategies.
- Developed extensive knowledge of products and services to better assist customers.
- Provided information about available products and services, membership details, and purchase advantages.
- Educated customers on product and service benefits, explaining features and answering questions.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
Employee Benefits Administrator
Discovery
Sandton
06.2019 - 09.2021
- Managed client relationships to ensure timely delivery of services and resolution of any issues that arose.
- Administered a portfolio of schemes in accordance with company policy and regulations, ensuring proper seamless processing of employee data.
- Coordinated with brokers, employers and internal stakeholders during renewals and month to month billing.
- Provided excellent customer service to employers, addressing their benefits-related enquiries and resolving issues in a timely manner.
- Educated employers on varies billing and employee benefits administration to create a smooth experience.
- Worked with leadership to support organization's business objectives and meet legal requirements.
- Served as subject matter expert in answering questions from employers regarding processes.
- Assisted with credit control by contacting the employers which are in arrears to ensure that any claims that might arise will be paid out without any issues.
- Maintained reconciliations on scheme accounts to ensure that employers are up to date with premiums and clear any balances.
- Handled telephone and email enquiries pertaining to Group Risk department and routed to the relevant administrator or department.
- Participated in continuous learning program's which are in line with Financial Advisory and Intermediary Services (FAIS) Act and related legislation.
Claims Administrator
Liberty
Braamfontein
07.2014 - 11.2017
- 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.
- Developed easy-to-understand reports for management, detailing key metrics and performance indicators of the claims department.
- Ensured timely claim payments by diligently monitoring deadlines and following up on outstanding documents.
- Provided exceptional customer service during stressful situations involving bereaved beneficiaries.
- Negotiated with trustees regarding factual and legal dependents within approved authority limits to achieve fair outcomes for both customers and the company.
- Supported continuous improvement efforts by identifying opportunities for process enhancements in the claims handling process.
- Expedited large-volume claim resolutions, coordinating closely with adjusters and other stakeholders involved in the process.
- Optimized case management with establishment of best practices.
- Participated in ongoing training sessions to stay current on industry trends and best practices.
- Collaborated with legal teams on complex cases to ensure proper documentation and adherence to relevant laws and regulations.
- Improved internal communication, effectively liaising between various departments to resolve issues.
- Stayed updated with industry regulations, ensuring compliance in all claim-handling procedures.
- Maintained comprehensive records of claims processed, facilitating quick retrieval for audits and reviews.
- Managed a high volume of daily claims, consistently meeting deadlines without compromising attention to detail or accuracy.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate claim information.
- Reduced claim processing time by streamlining workflows and implementing efficient practices.
- Participated in cross-functional projects aimed at enhancing overall organizational effectiveness and quality of services delivered to clients.
- Achieved faster resolution times with proactive follow-ups on pending documentation from policyholders or providers.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Fund Administrator
Liberty
Braamfontein
01.2013 - 06.2014
- Prepared comprehensive scheme reports on a regular basis, presenting fund data in an easily digestible manner.
- Streamlined fund administration processes, resulting in increased efficiency.
- Enhanced fund administration performance by diligently monitoring my portfolio of schemes
- Developed training materials/process document for new staff members joining the team, fostering an environment conducive to learning and growth.
- Ensured timely risk calculations, consistently meeting deadlines and maintaining client confidence.
- Participated in ongoing professional development opportunities such as attending conferences or seminars related to fund administration best practices.
- Collaborated with auditors to provide accurate financial statements, ensuring a transparent view of schemes.
- Managed daily reconciliation of premiums for accurate reporting to brokers, employers and members.
- Stayed current on industry regulations to ensure full compliance with all relevant laws and guidelines for funds under administration.
- Assisted in the onboarding of new funds, ensuring a seamless transition from previous administrators.
- Conducted regular reviews of third-party service providers involved in the administration process to assess their effectiveness and ensure optimal results.
- Implemented risk management measures to detect potential issues early and mitigate negative impact on the fund administration.
- Monitored and compiled data and reports to present to leadership.
- Updated daily transaction records to assist with payroll and billing administration.
- Reconciled accounts and investigated variances.
- Completed clerical and data entry tasks to optimize financial procedures.
- Prepared bi-weekly reports and maintained all associated files.
- Identified and corrected miscalculations and financial discrepancies to support quality assurance.
- Developed strategic plans for day-to-day processing operations.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Involved in testing and Implementation of new processes.
- Processed terminations (Section 14, Section 28 & Section 27) Scheme and Member Transfers.
- Coordinated anniversaries (Scheme renewal) to ensure that funds are well prepared for any new changes.
- Processed claims - Withdrawal, Retirement, Divorce, Disability & Scheme Billing.
- Cleared Suspense, Payer Account & Batch Errors Client and Member Queries (Email & Telephone) Credit Control.
- Updated broker changes, scheme changes and member data.
Site Supervisor
Bergland Tuine
Soweto
06.2010 - 06.2012
- Delivered high-quality workmanship by overseeing all aspects of landscaping and irrigation from start to finish.
- Maintained accurate records of daily activities, including time sheets, material logs, and safety reports.
- Contributed to successful project completion with diligent tracking of milestones and deadlines.
- Reduced project delays by proactively identifying potential issues and implementing appropriate solutions.
- Collaborated with architects, engineers, and project managers to ensure accurate interpretation of design plans.
- Increased productivity by implementing effective delegation strategies among team members.
- Accelerated project timelines through proficient use of tools, equipment, and machinery on the job site.
- Promoted a positive work environment by fostering teamwork and addressing conflicts in a timely manner.
- Boosted overall team morale by recognizing individual achievements and promoting open communication channels amongst staff members.
- Enhanced client satisfaction with consistent progress updates and efficient resolution of concerns.
- Cultivated strong relationships with the main contractor, suppliers, and University authorities for smoother project execution.
- Streamlined communication between team members and subcontractors for seamless coordination of tasks.
- Ensured safety compliance on the job site through regular inspections and adherence to established protocols.
- Coordinated site investigations, documented issues, and escalated to my manager.
- Upheld quality standards throughout all stages of construction with meticulous attention to detail.
- Safeguarded company reputation with strict adherence to industry regulations and best practices during construction processes.
- Optimized resource allocation by monitoring inventory levels and ordering necessary materials as needed.
- Inspected completed work to verify quality standards and compliance with criteria.
- Checked equipment to determine if maintenance was required.
- Reviewed project details to specify correct materials and equipment for job sites.
- Inspected equipment and tools used for safe operation.
- Monitored job progress and performance of employees or contractors to complete projects prior to deadlines.
- Administered disciplinary actions to workers violating safety regulations and company policies.
- Investigated and reported on accidents, injuries and near-miss incidents.
- Provided feedback to workers on job performance and safety procedures.
- Assisted in recruiting and hiring new construction and extraction workers.
Education
RE 5 - Regulatory Exam For Representatives
Moonstone
Sandton, South Africa 04.2001 -
Wealth Management NQF Level 4 - Learnership
Fasit
Johannesburg, South Africa 04.2001 -
Senior Certificate - Grade 12
Diepkloof Adult Center
Diepkloof 04.2001 -
Skills
Data entry
Telephone skills
Administrative support
Customer and client relations
Time management
Organization skills
Verbal and written communication
Greeting and seating clients
Office administration
Documentation and reporting
Calendar management
Service-oriented mindset
Information protection
Performance improvement
Spreadsheet tracking
Strategic planning
Security
Phone etiquette
Positive and professional
Microsoft office
Teamwork and collaboration
Effective communication
Attention to detail
Self motivation
Problem-solving abilities
Adaptability and flexibility
Reliability
Interpersonal skills
Billing and invoicing
Call management
Visitor and customer relations
Software
Timeline
Receptionist
Smartgrowth Investments
10.2023 - Current
Call Center Sales Representative
Homemark
09.2021 - 09.2023
Employee Benefits Administrator
Discovery
06.2019 - 09.2021
Claims Administrator
Liberty
07.2014 - 11.2017
Fund Administrator
Liberty
01.2013 - 06.2014
Site Supervisor
Bergland Tuine
06.2010 - 06.2012
RE 5 - Regulatory Exam For Representatives
Moonstone
04.2001 -
Wealth Management NQF Level 4 - Learnership
Fasit
04.2001 -
Senior Certificate - Grade 12
Diepkloof Adult Center
04.2001 -
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