Dimakatso Mokgonyana
Centurion
Summary
Dedicated customer retention specialist with significant industry experience. Committed to excellence in customer service, ensuring efficient and courteous interactions. Proficient in onboarding new accounts and articulating service offerings to enhance customer understanding.
Overview
2
2
Languages
18
18
years of professional experience
Work History
Customer Retention Specialist
Outsurance
07.2025 - Current
- Coordinated with sales teams to develop targeted promotions aimed at retaining high-value customers effectively.
- Monitored industry trends, staying ahead of competitors'' tactics in order to proactively address potential challenges or disruptions.
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Adhered to appropriate legal scripting when required.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Spearheaded a peer recognition program within the department that incentivized excellent performance, fostering a culture of teamwork and collaboration.
- Contributed to company growth by upselling additional products and services during support interactions.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Broker Support Agent
Nedbank Insurance
06.2016 - Current
- Streamlined processes and enhanced service delivery to support operational efficiency.
- Directed employee placement processes, optimizing workforce allocation.
- Oversaw client communication strategies to strengthen partnerships.
- Administered budget tracking procedures, ensuring proper resource management.
- Facilitated personal growth initiatives, contributing to team development.
- Managed credit approval processes to enhance financial oversight.
- Implemented effective retention strategies to maintain talent within the organization.
Retention Customer Service Representative
Outsurance
09.2022 - 07.2025
- Achieved high customer satisfaction levels, consistently meeting or exceeding set performance metrics.
- Delivered tailored solutions by understanding unique client needs effectively.
- Proactively identified issues within accounts, taking action to prevent service disruptions.
- Reduced response times through effective monitoring and prioritization of inquiries.
- Ensured basic needs were met by providing navigation assistance for available benefits and services.
- Participated actively in weekly team meetings, sharing insights gained from client interactions.
- Facilitated resolution of client inquiries by asking appropriate questions upon response.
- Maintained and extended client relationships through outstanding service delivery.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
- Managed multiple tasks simultaneously during peak call times while remaining composed under pressure.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
Sales Executive
Assupol
01.2019 - 07.2022
- Achieved significant sales targets by fostering new customer relationships.
- Increased revenue through effective client relationship management and strategic initiatives.
- Delivered outstanding customer service, driving repeat business and client referrals.
- Displayed extensive product knowledge while addressing client questions confidently.
- Monitored sales data regularly, making strategy adjustments as required.
- Researched potential leads and opportunities to exceed profit expectations.
- Formed strategic partnerships leading to enhanced lead generation capabilities.
- Streamlined sales operations to improve overall efficiency and reduce closure times.
Catastrophe Contingency Administrator
Nedbank Insurance
02.2015 - 06.2016
- Provided support to various business units for operational efficiency.
- Registered claims of policyholders accurately and promptly.
- Addressed queries regarding policy administration and claims effectively.
- Processed policy endorsements and managed retention mandates.
- Supplied quotes to clients upon request, ensuring timely responses.
- Directed clients to appropriate insurance departments for assistance.
- Updated claims on bancs system, maintaining accuracy and compliance.
- Handled sensitive information discreetly, adhering to confidentiality regulations.
Policy administrator
Nedgroup Insurance
10.2013 - 02.2015
- Executed credit control to optimize cash flow and minimize overdue accounts.
- Managed inbound and outbound customer service, addressing client queries efficiently.
- Processed refund requests and prepared discounts for pensioners to enhance customer satisfaction.
- Issued non-bonded policies to expand product offerings and meet client needs.
- Facilitated policy endorsements, ensuring alignment with client requirements.
- Conducted proactive outreach to clients regarding unpaid premiums, improving retention rates.
- Provided essential support to claims department, streamlining claim processing.
- Implemented strategies to retain clients considering policy cancellations, fostering loyalty.
Sales Executive
Nedbank Ltd
06.2010 - 10.2013
- Achieved daily sales targets while selling credit life covers to clients.
- Guided clients in understanding and selecting suitable coverage plans.
- Entered data into the system to ensure up-to-date information management.
Sales consultant
Direct channel Holdings
08.2008 - 08.2009
- Selling various life products to clients
- Assisting clients to make informed decisions
- Capturing of data on the system
- Meeting daily targets
Education
B Com - Short-term Insurance
MILPARK
05.2026
HIGHER CERTIFICATE - Short Term Insurance
MILPARK
01.2014
RE5 - First level regulatory
MOONSTONE
01.2012
Certificate - Financial products (NQF Level 4)
Milpark Business school
01.2011
B com - Finance
University of Johannesburg
01.2006
Matric (Grade 12) - Northern Sotho, English, Business economics, Economics, Mathematics, and Accounting
Reitumetse High School
01.2003
Skills
Computer literate and computer skills
Microsoft office, word and excel
References
- Henda, Strauss, Team Leader, (011) 667 – 8366, 071 625 0208, Nedbank Insurance
- Varina, Seebran, Team Leader for contingency team, (011) 710 – 3461, 083 646 1465, Nedgroup Insurance
- Lorraine, Tshabalala, Team Leader for policy admin, 011 6679 671, 078 918 8773, Nedgroup Insurance
- Isabelle, Le Grange, Team leader, (011) 667 7478, 083 469 2760, Nedbank Ltd
- Michelle, Nyathela, Team Leader, (011) 399 6000, Direct Channel Holdings
- Lethabo Zwane, Team Manager, 012 6733171
Timeline
Customer Retention Specialist
Outsurance
07.2025 - Current
Retention Customer Service Representative
Outsurance
09.2022 - 07.2025
Sales Executive
Assupol
01.2019 - 07.2022
Broker Support Agent
Nedbank Insurance
06.2016 - Current
Catastrophe Contingency Administrator
Nedbank Insurance
02.2015 - 06.2016
Policy administrator
Nedgroup Insurance
10.2013 - 02.2015
Sales Executive
Nedbank Ltd
06.2010 - 10.2013
Sales consultant
Direct channel Holdings
08.2008 - 08.2009
Matric (Grade 12) - Northern Sotho, English, Business economics, Economics, Mathematics, and Accounting
Reitumetse High School
B com - Finance
University of Johannesburg
Certificate - Financial products (NQF Level 4)
Milpark Business school
RE5 - First level regulatory
MOONSTONE
HIGHER CERTIFICATE - Short Term Insurance
MILPARK
B Com - Short-term Insurance
MILPARK