Busisiwe Mtshali
Fleurhof
Summary
Dynamic and results-driven professional with 9 years proven track record at Miway, adept in performance coaching and problem-solving. Excelled in building high-performing teams, achieving over 98% service levels, and fostering strong client relationships. Skilled in customer focus and adaptability, consistently meeting management objectives and performance targets. Experience in stepping into roles and quickly making positive changes to drive company success. Fucuses on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
19
19
years of professional experience
Work History
SOS/Claims Live Chats and Call Center Team Manager
Miway
Johannesburg
10.2016 - Current
- Dealing with commercial and personal lines claims (motor and non-motor claims), open 24 hours, day and night shift.
- Manage a team to ensure adherence to company policies and procedures, as well as the achievement of performance goals.
- Build and maintain a high-performing team that consistently delivers a 'Wow' customer experience in terms of care, professionalism, knowledge, and contact resolution, as well as being analytical thinkers with investigative instincts.
- Making sure that we are there for all our clients who need 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 customer complaints and ensuring they are resolved within the given turnaround time.
- Process clients' refunds on policies, and process payments to service providers.
- Manage people-related matters, i.e. Attendance and absence within the team ensure that service-level contributions are met or exceeded.
- Making sure that all agents had their tasks completed within given time frames, and keeping the service level over 98%.
- Achieve management objectives, consistently hitting deadlines, and performance targets.
Junior Assistant Team Leader (Customer Care)
Miway
10.2015 - 09.2016
- Assist in managing 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.
- As the Acting Team Manager at Inbound, ensure that agents perform and reach 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 the Message Centre Team, which entailed monitoring queues, ensuring that all agents completed their tasks within given time frames, and keeping the service level over 98%.
- All-rounder on the floor and there to assist agents with queries, assist agents who deal with customer queries on policies, upselling, and retaining clients who want to cancel, ensuring that they perform to the best of their abilities.
- Monitoring of calls, talk time, and availability of agents.
- Ensuring that work items and PI check queues are under control.
- Assisting with the 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 Long Term Insurance
Liberty Life
01.2013 - 06.2013
- Selling short- and long-term insurance products.
- Organizing and doing presentations for new businesses.
- Going to the field to prospect for new leads.
- Doing cold calling.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each client's individual needs.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
Territory Executive Formal & FMCG
Telkom/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 Long Term
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
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
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.
- Processed customer transactions promptly, minimizing wait times.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
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
- Adaptability and flexibility
- Positive attitude
References
Serapelo Mofokeng
Miway Insurance, Gauteng
0792403594
Antonio Booysen
Miway Insurance, Gauteng
0824394737
Aron Nyathi
Old Mutual, Gauteng
0721512468
Lindell Rhode
Telkom(8Ta Network), Gauteng
0727680825
Timeline
SOS/Claims Live Chats and Call Center Team Manager
Miway
10.2016 - Current
Junior Assistant Team Leader (Customer Care)
Miway
10.2015 - 09.2016
Client Services Consultant
Miway
07.2013 - 09.2015
Financial Advisor Long Term Insurance
Liberty Life
01.2013 - 06.2013
Territory Executive Formal & FMCG
Telkom/8TA Network (Effectiveness Company)
01.2012 - 12.2012
Financial Advisor Long Term
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
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