Cecilia Ncwane
Johannesburg
Summary
Experienced Claims Consultant and Roadside Assistance Agent with a proven track record in customer relationship management and emergency management. Demonstrates expertise in claim handling, effective communication, and support service, ensuring high levels of customer satisfaction. Skilled in managing complex claims processes, coordinating with multiple parties during emergencies, and handling irate clients with empathy and patience. Proficient in data entry and organisation skills, contributing to efficient operations within the insurance sector. Career goal includes advancing within the insurance industry to further enhance operational efficiencies and customer service excellence. Proven Claims Consultant delivering exceptional customer service through effective claim handling and empathetic client support. Enhances operational processes by utilising data entry proficiency and communication skills to resolve queries promptly. Focuses on accurate assessments and efficient claims resolution to exceed client expectations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Claims Consultant
King price insurance
pretoria , south africa
08.2025 - Current
• First Contact Resolution (FCR)
• Customer Relationship Management (CRM)
• Claim Costing and Processing
• Call Transcriptions
• Towing Benches Management
• Arranging Assessors
• Processing Claims Notifications
• Collecting Information
• Claim Approval & Repudiation
• Assisting Claim Investigation
• Claims Follow-ups
• Customer Service
• Claims Meetings
• Assisting Walk-in Clients
• Handling Complaints
- Retrieved claim records to verify policyholder information and coverage before processing claims.
- Provided exceptional customer service by addressing queries and concerns related to claims processes.
- Followed internal claims processing procedures to prevent fraudulent payments, guaranteeing high-quality assurance standards.
Roadside Assistance Agent
King Price Insurance
03.2020 - 03.2026
- Capturing cases and arranging Roadside and Accident Assistance for Customers on the side of the road
- Conducted regular follow-ups with customers to ensure their satisfaction and gather feedback for continuous improvement.
- Effectively communicated insurance coverage details to customers experiencing a breakdown or accident situation.
- Served as a reliable point of contact between law enforcement agencies, insurance companies, repair shops, and towing services during incidents requiring coordination among multiple parties.
- Registering claims after accident
- Arranging Rental Vehicles with different companies
- Arranging Rental Vehicles with different companies
- Salvage after write-off
- Established strong relationships with local service providers to ensure prompt response times during emergencies.
Roadside Assistance Agent
First Assist Management
04.2019 - 03.2020
-Handling and managrment of inbound calls for Emergency Roadside
-Capturing cases and arranging Roadside and Accident Assistance for Customers on the side of the road
-Customer Education -product Knowledge
-Liase with Service provider regarding specific Emergency Assistance required
-Managed my cases and provide feedback to the customer and ensure that the clients were successfully assisted
-Home assistance and take me home services
2IC(Second in Charge )
-Monitoring SLA
-Monitoring Agents
-Taking Escalations
-offering support to Agents
-Reporting back to the Business
Education
High School Diploma -
Minerva Secondary School
Alexandra, South Africa01.2012
Skills
,,,,,,,,,,
Claim Handling
microsoft access
support service
customer satisfaction
Handling irate clients
Effective Communication skills
Empathy
organization skills
Data entry proficiency
Patience and understanding
Emergency Management
Languages
English
Xhosa
zulu
sotho
Languages
4,6,6,6
Hobbies and Interests
Travelling
Reading
Accomplishments
Overcoming team or business challenges
Resolving problems
Smashing deadlines
Increasing sales or revenue
Saving time or money
Improving systems
Improving Customer service
Certification
Experienced Claims Consultant and Roadside Assistance Agent with a proven track record in customer relationship management and emergency management. Demonstrates expertise in claim handling, effective communication, and support service, ensuring high levels of customer satisfaction. Skilled in managing complex claims processes, coordinating with multiple parties during emergencies, and handling irate clients with empathy and patience. Proficient in data entry and organisation skills, contributing to efficient operations within the insurance sector. Career goal includes advancing within the insurance industry to further enhance operational efficiencies and customer service excellence. Proven Claims Consultant delivering exceptional customer service through effective claim handling and empathetic client support. Enhances operational processes by utilising data entry proficiency and communication skills to resolve queries promptly. Focuses on accurate assessments and efficient claims resolution to exceed client expectations.
- [Type] Licence C1
Hobbies and interests
- Volunteering
- Reading
- travelling
- cooking and baking
- playing music
Timeline
Claims Consultant
King price insurance
08.2025 - Current
Roadside Assistance Agent
King Price Insurance
03.2020 - 03.2026
Roadside Assistance Agent
First Assist Management
04.2019 - 03.2020
High School Diploma -
Minerva Secondary School