Busisiwe Mtshali
Fleurhof
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 8 years of extensive leadership experience in Insurance industry. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude,dedicated to training,monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Emergency/Claims Call Centre Team Manager
Miway
10.2016 - Current
- Dealing with Commercial and Personal Lines claims (motor and non- motor claims), open 24hours, day and nightshift.
- Manage a team to ensure adherence to company policies and procedures, as well as achievement of performance goals.
- Build and maintain high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge, and contact resolution as well as being analytical thinker with investigative instinct
- · Making sure that we are there for all our clients who needs assistance with registering their claims and follow ups.
- Coaching, mentoring, training, and continuous review of performance, ensuring that agents perform and reach their KPI Targets consistently.
- Monitoring of calls, talk time and availability of agents, ensuring that work items and queues are under control.
- Handling of customer complaints and making sure they are resolved with given turnaround time.
- Carrying out live call audits and on the floor coaching on soft skills to ensure we give world class service.
- Able to carry out all queries as well as manage account items and processing client’s refunds on policies and processing payments to service providers and liaise with assessors
- Manage people related matters i.e., attendance, absence and attrition within the team to ensure service level contributions are met/exceeded.
- Making sure that all agents had their tasks completed within given time frames and keeping service level over 98%.
- Achieve management objectives, consistently hitting deadlines and performance targets.
Junior Assistant Team Leader
Miway
10.2015 - 09.2016
- Assist to manage Teams when needed, to ensure that world class service is always given to our clients
- Responsible for all new agents on the floor assisting them with their KPI measures
- Carrying out Live call audits and on the floor coaching
- Acting Team manager at inbound, ensure that agents performed and reached their KPI Targets
- Able to carry out all queries as well as manage account items on policies
- Able to carry out all required administration for the team
- Managed Vehicle Requirements team which entailed monitoring of Queues and making sure that all agents had their tasks completed within given time frames and keeping service level over 98%
- All-rounder on the floor and there to assist agents with queries and ensure that they perform to the best of their abilities
- Monitoring of calls, talk time and availability of agents
- Ensuring that IPA and PI check queues are under control
- Assisting with recruitment process.
Client Services Consultant
Miway
07.2013 - 09.2015
- Attending to clients’ queries making sure that I give good customer service to our clients
- Upselling short term insurance to existing clients
- Amending Clients policies
- Retaining Clients who want to cancel policies
- Meeting all my monthly Targets consistently.
Financial Advisor
Liberty Life
01.2013 - 06.2013
- Selling short- and long-term insurance products
- Organizing and doing presentations for new business
- Going to field to prospect new leads
- Doing cold calling
- Checking up on clients to make sure we build a long term relationship.
Territory Executive Formal & FMCG
8TA network (Effectiveness Company)
01.2012 - 12.2012
- Creating brand awareness
- Training staff and back up staff about the product as well as their managers
- Merchandising
- Organizing promotions to drive sales
- Stock management, assist the outlet with booking of OBF& Repairs to ensure fast and effective customer service
- Compiling daily reports
- Instore capturing, diary planning for the cycle
- Maintain relationship with customers by always doing follow ups on their queries to ensure fast and effective feedback.
Financial Advisor
Old Mutual
03.2009 - 12.2011
- Selling short and long term insurance products
- Organizing and doing presentations for new business
- Going to field to prospect new leads
- Doing cold calling
- Checking up on clients to make sure we build a long term relationship.
Forex Teller
Absa
05.2006 - 09.2007
- Buying and selling foreign currency
- Balancing on reconciliation
- Managing cash
- Providing fast and accurate service
- Filing, copying and faxing.
Education
BUSINESS COMMUNICATION -
UNIVERSITY OF THE WITWATERSRAND
GautengFAIS (150 CREDITS) -
GIFS
GautengRE05 -
FPI
GautengMatric -
Letsibogo Girls High School
GautengSkills
Customer Focus
Performance Coaching
Problem-solving abilities
Teamwork and Collaboration
Relationship Building
Customer Service
Adaptability and Flexibility
Positive Attitude
References
Lerato Thinane
Miway Insurance, Gauteng
0614065607
Serapelo Mofokeng
Miway Insurance, Gauteng
0792403594
Antonio Booysen
Miway Insurance, Gauteng
0824394737
Aron Nyathi
Old Mutual, Gauteng
0721512468
Lindell Rhode
(8Ta Network), Gauteng
0727680825
Timeline
Emergency/Claims Call Centre Team Manager
Miway
10.2016 - Current
Junior Assistant Team Leader
Miway
10.2015 - 09.2016
Client Services Consultant
Miway
07.2013 - 09.2015
Financial Advisor
Liberty Life
01.2013 - 06.2013
Territory Executive Formal & FMCG
8TA network (Effectiveness Company)
01.2012 - 12.2012
Financial Advisor
Old Mutual
03.2009 - 12.2011
Forex Teller
Absa
05.2006 - 09.2007
BUSINESS COMMUNICATION -
UNIVERSITY OF THE WITWATERSRAND
FAIS (150 CREDITS) -
GIFS
RE05 -
FPI
Matric -
Letsibogo Girls High School