Chloe Phumi Sekhosana
Summary
Transformation-focused operations executive with expertise in driving organisational performance, employee engagement, and operational transformation in service-driven environments. Led large teams and developed high-performing cultures through people-centered strategies. Committed to enhancing leadership effectiveness and customer experience while leveraging AI for operational innovation. Currently seeking opportunities as Head of Transformation, Organisational Effectiveness Lead, or Customer Experience Executive.
Overview
10
10
years of professional experience
Work History
Head of Operations – Services Sales
Auto & General Budget Australia
04.2023 - Current
- Scaled and led a multi-layered sales operation of 100+ consultants, 10 Team Leaders, and 2 Senior Managers, improving operational stability, leadership accountability, and sales performance across the function.
- Drove commercial performance through full operational ownership of sales conversion, workforce productivity, customer experience, and cost management within a high-volume insurance environment.
- Spearheaded operational transformation initiatives that improved first-call resolution, reduced repeat contacts, and enhanced overall customer journey effectiveness.
- Introduced coaching and performance frameworks that strengthened leadership capability, increased engagement focus, and embedded a more accountable high-performance culture.
- Partnered cross-functionally with Compliance, Training, Workforce Management, and Technology teams to improve operational governance, execution alignment, and service delivery consistency.
- Led digital optimisation initiatives including CRM enhancements, AI/IVR integration, and self-service channel improvements to modernise customer interaction and operational efficiency.
- Redesigned workforce planning and operational rhythms to improve resource utilisation, productivity management, and service-level performance.
- Led strategic initiatives that streamlined service sales processes, enhancing operational efficiency and customer satisfaction.
Sales Senior Manager
Auto & General Budget Australia
09.2019 - 03.2023
- Directed sales team performance and training across multiple business lines.
- Championed KPI tracking and goal achievement initiatives, improving team conversion rates.
- Led performance reviews and created coaching frameworks to drive continuous improvement.
- Orchestrated cross-functional collaboration with HR, Training, and Compliance units.
- Maintained policy and procedural compliance throughout the sales department.
Client Services Team Leader
Auto & General Budget Australia
01.2019 - 08.2019
- Managed call control, quality audits, and client escalations.
- Mentored team members, improving service quality and productivity.
- Consistently exceeded quality assessment targets.
Claims Team Leader
Auto & General Budget Australia
07.2018 - 12.2018
- Ensured timeous claims processing and accurate system documentation.
- Identified coverage limitations, streamlining claim resolution.
- Analyzed team performance metrics and developed action plans for improvement.
Sales Team Leader
Auto & General Budget Australia
06.2016 - 06.2018
- Designed and implemented sales strategies for new business acquisition.
- Led team to exceed KPIs through coaching and performance planning.
- Delivered profitable sales outcomes through motivation and skill development.
- Empowered teams via coaching, product training, and goal-setting.
- Instituted monthly sales reviews and real-time reporting for performance tracking.
- Maintained high standards while meeting deadlines and quality benchmarks.
Education
HCert Henley Business School - Management Practice
Henley Business School
Johannesburg, South Africa01-2025
BCom UNISA - Marketing Management
UNISA
01-2023
Cert Gordon Institute of Business Science (GIBS) - Leadership Acceleration
Gordon Institute of Business Science (GIBS)
01-2021
Matric Willowridge High School - General Education
Willowridge High School
01-2004
Skills
Operations Leadership
Contact Centre Management
P&L Management
Process Optimisation
Workforce Planning
Compliance & Risk
CRM & AI/IVR Integration
Talent Development
Accomplishments
- Successfully scaled the sales operation from a workforce of 50 agents and 5 leaders to over 100 employees, strengthening operational capability, leadership structure, and performance delivery within a high-growth environment.
- Designed and implemented Customer Service Clinics focused on coaching, behavioral development, and customer experience capability, contributing to a significant improvement in Net Promoter Score (NPS) from 30 to above 50 — achieving record-high departmental customer satisfaction results.
- Built and sustained a highly engaged, performance-driven workforce culture through people-focused leadership, employee engagement initiatives, coaching frameworks, and leadership accountability practices that strengthened employee experience and team performance.
- Led transformation initiatives supporting AI integration and operational modernisation, driving adoption of future-focused ways of working while improving efficiency, customer engagement, and service effectiveness.
- Initiated and led process redesign and service optimisation initiatives that improved operational efficiency, enhanced customer experience, and strengthened service delivery outcomes across the department.
- Recognised as a TGT Award Winner for four consecutive quarters across 2017 and 2018, acknowledging sustained excellence in operational performance, leadership impact, and business results.
- Launched “Customer Journey Clinics” for coaching across departments.
Affiliations
Insurance Institute of South Africa
Interests
Charity work
Timeline
Head of Operations – Services Sales
Auto & General Budget Australia
04.2023 - Current
Sales Senior Manager
Auto & General Budget Australia
09.2019 - 03.2023
Client Services Team Leader
Auto & General Budget Australia
01.2019 - 08.2019
Claims Team Leader
Auto & General Budget Australia
07.2018 - 12.2018
Sales Team Leader
Auto & General Budget Australia
06.2016 - 06.2018
Matric Willowridge High School - General Education
Willowridge High School
Cert Gordon Institute of Business Science (GIBS) - Leadership Acceleration
Gordon Institute of Business Science (GIBS)
BCom UNISA - Marketing Management
UNISA
HCert Henley Business School - Management Practice
Henley Business School