Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Busisiwe Mtshali

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 Short Term Insurance. 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

19
19
years of professional experience

Work History

24-hour Roadside and Home Assistance) – Short Term

Miway
10.2016 - Current
  • Dealing with Commercial and Personal Lines claims open 24hours, doing 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 having an investigative instinct
  • 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
  • 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 (Customer Care)

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 Message Centre 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,, assist agents who deal with customer queries on policies, upselling and retaining client 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 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 ( Mostly Long Term Insurance)

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
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' 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

FAIS (150 CREDITS) -

GIFS

RE05 -

FPI

Matric -

Letsibogo Girls High School

Skills

Customer Focus

References

 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

24-hour Roadside and Home Assistance) – Short Term

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 ( Mostly 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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Busisiwe Mtshali