Dikabelo Portia Moerane
Johannesburg,South Africa
Summary
Dynamic and adaptable professional with a strong ability to multitask and learn quickly. Demonstrates exceptional customer service and communication skills, thriving in high-pressure environments while effectively collaborating within teams. Committed to leveraging these competencies to contribute positively to organisational goals and enhance team performance.
Overview
14
14
years of professional experience
2011
2011
years of post-secondary education
Work history
Performance Improvement Specialist
Oneplan Underwriting Managers
Sandton City
2023.06 - 2026.01
- Assist operations in tracking, documenting, and reporting on quality levels for Quality Assurance
- Analyse and investigate calls to ensure resolution in accordance with company guidelines and external regulatory requirements
- Develop or update company procedures to ensure capture, investigation, and proper documentation of complaints
- Monitor risk-management procedures, and maintain problem logs for identifying and reporting issues to management and product development
- Provide training and support to quality assurance team that includes systems, policies, procedures, and core processes
- Interpret, build upon, and comply with company quality assurance standards
- Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy).
- Prepare and analyse quality reports for management staff review.
- Provide feedback and input into enhancements of processes, training and systems based on trends.
Client Service Consultant
SANTAM
Sandton
2022.01 - 2023.03
- Handling client enquiries effectively and timeously and preparing basic reports on Travel Insurance and statistics based on risk analysis.
- Explaining Travel Insurance benefits, Assisting FNB and Capitec private clients and Credit Card holders with free insurance, and selling top-up cover for them.
- Answering Inbound Contact Centre Calls handling difficult queries and assisting CAMAF, Sanlam, Liberty, and Fed-Health clients with the policy selling top-up cover.
- Address unusual and non-standard customer issues including underwriting and commercial-related queries and working with travel Agents.
- Task-related decision-making within set policies and procedures, Effective administration of workflow, and assisting with Claims queries.
- Conduct research to assist in addressing non-standard underwriting issues and meet rules of compliance.
- Update relationship manager reports and assist Walk-In Clients and face-to-face Sales policies sign-up.
- Create client profiles for identified risks and Quality, Compliance accreditation, and Business processes.
Health Care Consultant (Medical Scheme)
ASI FINANCIAL SERVICES
Bryanston
2018.10 - 2021.12
- Answering Inbound calls and making Outbound calls.
- Providing consumers with advice and services about joining a medical aid scheme.
- Retention's
- Following up on pending application
- Knowledge of ICD Codes and Knowledge of Gap Cover Sanlam
- Assisting with Contributions and Conversions
- Member education, Claims enquiries
- Providing assistance on Medical Aid (GEMS), Discovery, Bonita’s
Sales Representative, Direct Marketing & (Team Leader)
GLOBAL DIRECT
Vereeniging
2016.02 - 2018.02
- Effectively acted as a liaison between our Marketing and Sales teams.
- Oversaw sales, marketing, and business development goals.
- Served as a thoughtful advisor, working with Sales and Marketing professionals.
- Utilized effective marketing strategies and sales techniques.
- Worked as a dedicated Sales Representative for multiple regions.
- Face to Face Sales Distribution (Selling Insurance policies)
Call Centre Operator
Discovery
Sandton
2012.01 - 2012.12
- Managing and resolving client queries on Global products by providing accurate updates, investment information, and feedback; ensuring timely logging, routing, and ownership of queries; meeting IQS and Discovery standards; maintaining high client satisfaction and retention; utilizing Discovery systems effectively; and completing all training, administrative, and reporting requirements timeously.
Education
Grade 12 Matric -
BuhleBuzile Secondary School
Computer Literacy Certificate, Microsoft Diploma, Call Centre Certificate - undefined
Micro Tech Computer Training Campus
Marketing Management N4 - undefined
Ekurhuleni West College
Class of Business Health Services Benefits - undefined
Milpark Education
Regulatory Examination RE5 - undefined
Moonstone
Class of Business Short-Term Insurance - Personal lines
Class of Business Pension Fund Benefits - undefined
Growth in Motion
Class of Business Generics - undefined
Growth in Motion
Wealth Management NQF5 - undefined
Integrity Academy
Diploma in Business Administration - undefined
Uniahtena
Introduction to Project Management - undefined
The National School of Government
Skills
- Ability to Multitask
- Fast Learner
- Ability to Work Under Pressure
- Ability to Work in a Team
- Customer Service
- Communication Skills
LANGUAGES
English
Sotho, Southern
Zulu
REFERENCES
- Brigitte, Padayachee, HR Director, +27 10 0010 141, Oneplan Underwriting Managers
- Ms Nokuthula, Msezane, Manager, +27875282972, SANTAM
- Mrs Monique, Barnard, Team Leader, +27720908252, +27 110296123, ASI Financial Services
- Mr Teffo, Nyathi, Franchise Manager, +27763387633, +27 16 421 1742, Global Direct
Timeline
Performance Improvement Specialist
Oneplan Underwriting Managers
2023.06 - 2026.01
Client Service Consultant
SANTAM
2022.01 - 2023.03
Health Care Consultant (Medical Scheme)
ASI FINANCIAL SERVICES
2018.10 - 2021.12
Sales Representative, Direct Marketing & (Team Leader)
GLOBAL DIRECT
2016.02 - 2018.02
Call Centre Operator
Discovery
2012.01 - 2012.12
Computer Literacy Certificate, Microsoft Diploma, Call Centre Certificate - undefined
Micro Tech Computer Training Campus
Marketing Management N4 - undefined
Ekurhuleni West College
Class of Business Health Services Benefits - undefined
Milpark Education
Regulatory Examination RE5 - undefined
Moonstone
Class of Business Short-Term Insurance - Personal lines
Class of Business Pension Fund Benefits - undefined
Growth in Motion
Class of Business Generics - undefined
Growth in Motion
Wealth Management NQF5 - undefined
Integrity Academy
Diploma in Business Administration - undefined
Uniahtena
Introduction to Project Management - undefined
The National School of Government
Grade 12 Matric -
BuhleBuzile Secondary School