Dineo Mokone
Operations Team Manager
Summary
Team Manager with over 12 years of progressive experience. Experienced in Performance Management, Recruitment and Selection, Employee Development, People Management, Insurance Sales & Retention, Employee Benefit, Short and Long Term Claims Management, Industrial Relations and other labor related policies including the ability to handle Outbound projects. Creative and innovative thinker and goal setting abilities combined with superior leadership, deadline driven, people management skills, detail oriented, multi-tasking, effective communication at all levels, interpersonal and presentation skills. Self-motivated with the ability to excel in a fast-paced environment, adapt readily to new challenges, work well under pressure, ability to persuade and influence, ambitious, excellent reporting skills, mentoring and coaching skills, resilient, team player and result orientated.
Overview
16
16
years of professional experience
Work History
Corporate Services Team Manager
Liberty
09.2019 - Current
- Leading a team of 30 senior corporate service representatives and reporting to senior manager
- Contribute to the identification and solving of immediate operational problems within team environment and escalate unresolved issues for resolution.
- Monitor the walk-in center clients coming in and ensure that they are given the best service.
- Ensure that we answer 80% of our incoming calls within 30 seconds.
- Ensure that we are within our abandonment rate target communicated to the business.
- Assisting with handling of claims (Unclaimed benefits claims, Withdrawal claims, Death claims, Surplus claims, Divorce claims, Retirement claims, Pension and Provident fund claims)
- Coordinate team's administrative support task execution and provide input to meet required response time, quality & service delivery standards.
- Plan periodically to coordinate process and monitor team tasks and activities effectively and efficiently to align performance objectives.
- Ensure customer satisfaction regarding the quality of information and support provided by a team under supervision.
- Ensure the professional execution of call centre tasks and activities, ensuring excellent and accurate client service and enhancing organizational reputation.
- Ensure team adherence to specified policies, standards and procedures to prevent and reduce financial wastage and escalate associated risks.
- Ensure that the claims assessment team work on claims and adhere to the SLA provided to the clients.
- Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
- Continuously assess team performance, provide timely and clear feedback on contracted outputs and provide training where appropriate.
- Deliver on Treating Customers Fairly principles in alignment with regulatory requirements.
- Ensure own and team compliance to applicable governance, compliance, integrity and ethics processes and procedures and escalate identified risks.
- Coach, mentor and provide feedback.
- Have development plan set for the team.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
Vitality Telesales Team Manager
Discovery
07.2018 - 08.2019
- Leading a team of 30 sales agents and reporting to Sales manager
- Responsible for the growth and development of the employees
- Responsible to manage and motivate the sales team to achieve and exceed targets
- Training and motivation of staff
- Management of compliance related tasks
- Gather, interpret and analyze data
- Performance management
- Ensure good customer service is given
- Ensure that team members execute work activities on time in accordance with the required operational and quality standards.
- Communicate all new revised policies, procedures and processes to team members to ensure they have the most up-to-date and current information
- Deliver on Treating Customers Fairly principles in alignment with regulatory requirements
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Coordinated with other department heads to ensure alignment of team goals with overall company strategy.
- Created knowledge-sharing platform, facilitating easier access to information and best practices among team members.
Acting Operations Manager
Multichoice
04.2014 - 07.2018
- Leading a team of 60 Call Centre agents and 4 team leaders (15 agents per team) reporting to HOD
- Managing outsourced sales campaigns (Bytes and Talksure)
- Ensuring that all sales teams are reaching target
- Managing and monitoring in-house and external sales
- Ensuring that service levels are met
- Monitor and improve sales performance
- Meeting reporting deadlines
- Recruit, select, train, assign, schedule, coach, counsel and discipline employees
- Work closely with GM and management team to implement policies and procedures
- Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Facilitated smooth collaboration between departments through clear communication channels.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Decoder Insurance Sales and Retentions Team Manager
Multichoice
02.2013 - 03.2014
- Leading a team of 15 FAIS sales agents and reporting to Operations Manager.
- Develop, coach, & motivate staff to deliver the required customer experience and achieve personal targets.
- Monitor and manage sales targets.
- Identify opportunities to and expand DCC product offering.
- Ensuring compliance is met.
- Develop work routine in line with operational plans/schedule and allocate resources accordingly.
- Actively monitor and manage achievement of Sales and Retention targets.
- Performance management
- Ensure good customer service is given
- Generate DCC leads and load preview dialer.
- Participate in setting departmental goals.
- Manage productivity and quality.
Decoder insurance Consultant
Multichoice
01.2012 - 01.2013
- Handle and resolve insurance queries.
- Activate/cancel decoder insurance telephonic and also face to face.
- Handling and resolving decoder insurance telephonic Replacement claims.
- Attend meetings and programs to learn about new products and services, learn new skills
- Monitor decoder insurance claims to ensure they are settled equitably for both the client and the insurer.
- Perform administrative tasks, such as maintaining records and handling of decoder insurance claims.
- Pulled queries from Egain system and resolve them timeously.
- Give excellent customer service.
- Provided exceptional customer service during the claims process by guiding clients through each step and advocating on their behalf when needed.
- Increased customer satisfaction ratings through timely claims processing and consistent communication with clients.
Customer Service Agent
VVM Attorney
04.2011 - 12.2011
- Telephonic collect outstanding payments from customers.
- Ensure an extraordinary customer experience.
- Resolve customer queries.
- Monitor accounts that made payments arrangements.
- Provide efficient, courteous customer service and assist in all aspects of product offerings and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Outbound sales consultant
Leisure Club
02.2010 - 03.2011
- Telephonic accommodation booking.
- Reservations.
- Package promotions.
- Sell all products and services offered by the Company. Meet all sales objectives.
- Participated in ongoing professional development programs to stay current on industry trends and best practices for outbound sales techniques.
- Enhanced customer satisfaction by promptly resolving issues and providing exceptional service throughout the sales process.
- Built strong client relationships through consistent follow-up, addressing concerns, and providing tailored solutions.
Education
PGDip - Risk Management
MANCOSA
04.2001 -
Key Individual -
Moonstone
04.2001 -
BCOM - Business Management
UNISA
04.2001 -
Class of Business 1 - Short Term Personal Lines
Forward Institution
11-2022
Class of Business 2 - Short Term - Commercial Lines
Forward Institution
11-2022
Class of Business 3 - Long Term Insurance
Forward Institution
12-2022
NQF Level 5 - Wealth Management
Forward Institution
12-2019
Certificate - Operations Management
Wits University
12-2017
Higher Certificate - Economics and management sciences
UNISA
12-2016
FETC - Short term insurance
INSETA
03-2016
Certificate - Accelerator Leadership Experience
Harvard Business Publishing
12-2015
RE05 -
Financial Planning Institute of Southern Africa
09-2013
Skills
Process Improvement
References
References available upon request
Accomplishments
- Successfully managed to achieve less than 10% abandonment rate and answer 90% of inbound calls within 60s.
- Reduced average handling time (AHT) by a minute per call while maintaining quality standards.
- Led the digital transformation of the 2POT claims process, moving from paper-based to electronic submissions.
- Reduced customer complaints by 40 % through proactive issue resolution and agent training.
- Managed to develop a number of new recruits into highly competent service agents.
- Promoted 10+ team members into leadership roles through mentorship and structured development plans.
- Reduced staff turnover by 10% by implementing career development programs and recognition schemes.
- Being the custodian of the Two Pot system in the Contact Centre.
- Automated abandoned calls to ensure that we meet the business objectives.
- Designed and rolled out process improvements that reduced our repeated calls by 25%
- Managing the workforce planning to ensure that we have enough headcount to handle the workload received.
- Seamlessly transitioned the Contact Centre to hybrid work post COVID-19 while maintaining 100% service uptime.
- Trained agents with RE05 preparation and achieved 70% pass rate.
- Increased call centre productivity by 30% through real-time monitoring and workflow optimization.
- Managing a team of 60 agents, 4 Team Leaders and 2 outsourced companies with 20 agents per company.
Timeline
Corporate Services Team Manager
Liberty
09.2019 - Current
Vitality Telesales Team Manager
Discovery
07.2018 - 08.2019
Acting Operations Manager
Multichoice
04.2014 - 07.2018
Decoder Insurance Sales and Retentions Team Manager
Multichoice
02.2013 - 03.2014
Decoder insurance Consultant
Multichoice
01.2012 - 01.2013
Customer Service Agent
VVM Attorney
04.2011 - 12.2011
Outbound sales consultant
Leisure Club
02.2010 - 03.2011
PGDip - Risk Management
MANCOSA
04.2001 -
Key Individual -
Moonstone
04.2001 -
BCOM - Business Management
UNISA
04.2001 -
Class of Business 1 - Short Term Personal Lines
Forward Institution
Class of Business 2 - Short Term - Commercial Lines
Forward Institution
Class of Business 3 - Long Term Insurance
Forward Institution
NQF Level 5 - Wealth Management
Forward Institution
Certificate - Operations Management
Wits University
Higher Certificate - Economics and management sciences
UNISA
FETC - Short term insurance
INSETA
Certificate - Accelerator Leadership Experience
Harvard Business Publishing
RE05 -
Financial Planning Institute of Southern Africa
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