Esmeraldo Heliza
Customer Service Personnel
Tzaneen
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
A self-motivated and hardworking Customer Service Personnel with 12 years experience in the Customer service, Office administrator and Insurance environments and 6 years Banking experience. Experienced and innovative person with sophisticated sales, customer service and business administration skills. An effective team player with strong coaching skills and an effective time management and attendance record and detail orientated and self-confidence. Adaptability/Flexibility to change. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Seasoned Office Manager offering leadership experience in administrative positions. Well-versed in industry practices and procedures.
Overview
17
17
years of professional experience
4
4
Languages
Work History
OFFICE MANAGER AND ADMINISTRATOR
MHLUKHA TRADING ENTERPRISE
Tzaneen
09.2021 - Current
- Facilitating all materials relating to Labour Law, BCEA, Customer Protection Acts, POPI, Client query reports
- Complaints handling and reports management
- Drafting of quotations, issuing of invoices and payment to suppliers
- Resolution of client queries and complaints, General administrative duties, refunds and cancellations
- Supervising day-to-day operations of the administrative department and staff members
- Developing, reviewing, and improving administrative systems, policies, and procedures
- Ensuring office is stocked with necessary supplies and all equipment is working and properly maintained
- Working with accounting and management team to set budgets, monitor spending, and processing payroll and other expenses
- Planning, scheduling, and promoting office events, including meetings and school committee meetings
- Collecting, organizing, and storing information using computers and filing systems
- Overseeing special projects and tracking progress towards company goals.
CALL CENTRE SUPERVISOR
Travel Insurance Consultants (SANTAM)
Johannesburg
04.2018 - 07.2021
- Directly managing 12 Representatives working under supervision
- Upselling and selling travel insurance
- Client query reporting
- Complaints reports
- Monthly Report: QA report, Analysis of all reports
- Quality control reporting
- Supervision of Reps as required by the act, Management of Rep register and the roll out of Product training
- Quality control on sales and service-related calls
- Provide feedback to agents and training where required linked to Call Evaluations
- Resolution of client queries and complaints, General administrative duties, refunds and cancellations
- Product administration: development of new products and operational processes to support
- Implement process improvements where required linked to Customer relations
- Root cause analysis of complaints, Quality Assurance trainings, Representative training, TCF policies and identify improvements to process and implement
- Development and coaching of other team members (not direct employees), 360 feedback, engaging with other departments and developing the Insurance Division's brand within the organisation
- Management and development of Quality Assessment tool, Product Training Material and Complaints Process Implementation and Customer Service Policy
- Supervising day-to-day operations of the administrative department and staff members
- Hiring, training, and evaluating employees, taking corrective action when necessary
- Developing, reviewing, and improving administrative systems, policies, and procedures
- Ensuring office is stocked with necessary supplies and all equipment is working and properly maintained
- Working with accounting and management team to set budgets, monitor spending, and processing payroll and other expenses
- Planning, scheduling, and promoting office events, including meetings, conferences, interviews, orientations, and training sessions
- Collecting, organizing, and storing information using computers and filing systems
- Overseeing special projects and tracking progress towards company goals
- Building new and expanding existing skills by engaging in educational opportunities.
CLIENT SERVICES CONSULTANT
Old Mutual Insure (IWYZE)
Johannesburg
07.2015 - 10.2017
- Resolving customer’s complaints and queries
- Upselling of short-term and premium quotes on car insurance
- Daily operations include customer service, updating of client personal details, policy cancellations, and border letter confirmation letters, policy quotations for vehicle, buildings, household contents, motorcycles, watercrafts and all-risk specified items
- Selling of building, household contents and motor vehicle insurance to existing client base
- Assisting Telephonically with Refunds and Recollection, Banking details and Debit Changes
- Adding items to policy, Upselling, General amendments on policies and Activating Quotes
- Customer retention by offering discounts
- Managing queries that come through via email and resolving customer complaints.
PRIVATE CLIENT RELATIONSHIP MANAGER / CUSTOMER SERVICE SUPERVISOR
SA Taxi Finance
Johannesburg
08.2012 - 07.2014
- Directly managing a staff complement of 12 consultants
- Monitoring and responding to call centre performance real time
- Ensuring quality and effectiveness of calls
- Developing work schedules and ensuring adherence to work schedules
- Ensuring sufficient capacity on the line to meet the service level across all time intervals and business continuity
- Continuously identifying opportunities to improve the performance of the team
- Coaching on a daily basis
- Managing Consultant performance
- Monitoring calls with real time feedback
- Creating a learning environment by holding regular team meetings to discuss barriers and potential opportunities
- Ensuring Consultants are competent and appropriately trained
- Communicating updates in policies and procedures to Consultants
- Ensuring adherence to QA standards
- Conducting root cause analysis on poor performance trends
- Addressing any root cause of poor performance
- Ensuring admin is completed accurately and timeously
- Ensuring Consultants submit all reports timeously
- Managing a daily, weekly and monthly register for all customer requests or queries submitted to the admin function
- Ensuring call centre infrastructure is up, running, accurate and escalated, if necessary
- Conducting daily tests on systems and inbound / outbound call line to ensure that systems are working effectively
- Ensuring that checklists are reviewed and changes are made timeously
- Ensuring that product, process and document changes are effectively implemented and communicated to all staff
- Recruiting new staffs to ensure service levels are maintained.
GRADUATE MULTI-SKILLED CONSULTANT
First National Bank
Johannesburg
05.2011 - 07.2012
- Reporting to the Branch Manager
- Directly managing a staff complement of 12
- Credit Banker - capturing credit card applications, personal loans, home loan applications and opening business / personal / investment accounts
- Coordinating sales and service - managing frontline staff and checking daily reports
- Teller Coordinator - managing Tellers’ transactions and Tellers on a daily basis
- Admin Assistant - checking daily reports, documents and work previously submitted
- Treasury Custodian - counting cash daily, loading ATMs and ordering cash from Cash Management Services Company
- Service Advisor – hosting the bank and welcoming clients, managing the appearance of the bank, attending to customer’s complaints, resolving queries and offering support to the Service Department.
SERVICE ADVISOR
First National Bank
Johannesburg
05.2011 - 07.2012
- Reporting to the Branch Manager
- Directly managing a staff complement of 12
- Resolving customer’s complaints and queries
- Daily running of the banking hall, servicing client’s profiles and updating customer’s details, dealing with KYC (Know-Your-Customer) documentation, cheque book orders, credit card application, personal loans applications and opening of business accounts.
SALES CONSULTANT
First National Bank
Johannesburg
11.2009 - 05.2011
- Reporting to the Sales Coordinator
- Opening new personal accounts, business accounts and investment products
- Selling credit cards and personal loan products
- Opening a number of accounts, business and personal accounts, student loan applications, personal loans applications and credit card applications, home loan applications and foreign exchange cards and accounts as per sales target
- Responsibility to maintain high nett worth clients’ profiles by giving them 360-degree service across their accounts
- Opening investment accounts and offering clients advice on the best possible option to take up for their individual needs.
SERVICE CONSULTANT
First National Bank
Johannesburg
10.2008 - 10.2009
- Reporting to the Sales and Service Coordinator
- Maintaining client’s profiles, updating documents, replacing cards and ordering cheque books
- Day-to-day dealings with 30-50 clients regarding the maintenance of accounts, updating FICA documents and full banking services with regards to cheque book orders, replacement cards and issuing of new cards and credit card collections.
COLLECTIONS OFFICIAL
First National Bank
Johannesburg
03.2007 - 10.2008
- Collections counter official- issue of new and replacement cards, issue of bank statements, issuing of credit cards and ordering of new and replacement cheque books
- Issue of bank guaranteed cheques and all the general banking enquiries.
Education
Regulatory Examination Level 1(RE 05) - undefined
National Certificate: Banking Services Advise (NQF Level 5) - undefined
- Financial Legislative Requirements
- Fit and Proper Modules
Grade 12 (Matric) - undefined
Skills
SYSTEMATIC 20 (Insurance)Banking industryCustomer service and SalesFINCLOUD SystemQuality assurance auditsCall centre managementTelephone systems (Avaya, BCMS)TIA (The Insurance Application)SUGAR CRMMicrosoft Office (Word, Excel, PowerPoint)Microsoft AccessMicrosoft PublisherOutlookAbility to build trust and credibility with Managers and employeesAble to solve complex problems through strong planning and strong implementation skillsAble to work on own initiative, with minimum supervision, energetic performer with an upbeat, positive attitudeAttention to detail, planning, organisation and daily delivery requirementsExcellent listener and communicator, effectively conveys information verbally and in writingFocused, self-motivated and target driven; determined to succeedGood interpersonal skills, works well with others, motivates, encourages and ability to interact with people at all levels of the organisationProven leadership skills involving managing, developing and motivating teams to achieve their objectivesResponds quickly to changing situations; and work well under pressure while maintaining individual team effectivenessStrong customer focus, experience in recognition of customer needs and how to deliver an effective customer experienceStrong planning, organising and monitoring abilities and time management skills with particular focus on meeting deadlines
Administrative Support
Customer Service
Office Management
Employee Supervision
Staff hiring
Operations Management
Team Supervision
Conflict Management
Team Bonding
Employee Training
Regulatory Compliance
Customer Relations
Business Administration
Organizational Skills
Performance Improvement
Excellent multi-tasking ability
Relationship Building
Training and coaching
Business Development
Employee Development
Managing Operations and Efficiency
Business Planning
Professionalism
Customer Relationship Management
Scheduling and Coordinating
Task Prioritization
Analytical Thinking
Availability
Immediately
Desired Job Location
- Tzaneen, Limpopo
- Polokwane, Limpopo
- Giyani, Limpopo
Residential Location
Mohlaba Village, Tzaneen, Limpopo, South Africa
Personal Information
- Age: 42
- Gender: Female
- Nationality: South African
- Driving License: Code 10
Professional Courses Training
- 2019, CPD (Continuous Professional Development) Santam
- 2017, TCF (Treating Customers Fairly) Training
- 2014, MDP (Manager’s Development Programme)
- 2013, Business Writing Skills
- 2013, Customer Service Training
- 2010, Situational Leadership
- 2010, Delegation, Management
- 2009, Securities
- 2009, Fraud and Forgeries
- 2009, Robberies
- 2009, Trauma and Security skills
- 2008, Customer Interaction Skills
- 2008, Investments
- 2008, Mandates on Commercial Accounts and Personal accounts
- 2008, Customer Service Training
- 2007, NCA Act, FAIS Act, FICA Act, Fit & Proper
Ethnic Group
African
References
Available on request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
OFFICE MANAGER AND ADMINISTRATOR - MHLUKHA TRADING ENTERPRISE
09.2021 - Current
CALL CENTRE SUPERVISOR - Travel Insurance Consultants (SANTAM)
04.2018 - 07.2021
CLIENT SERVICES CONSULTANT - Old Mutual Insure (IWYZE)
07.2015 - 10.2017
PRIVATE CLIENT RELATIONSHIP MANAGER / CUSTOMER SERVICE SUPERVISOR - SA Taxi Finance
08.2012 - 07.2014
GRADUATE MULTI-SKILLED CONSULTANT - First National Bank
05.2011 - 07.2012
SERVICE ADVISOR - First National Bank
05.2011 - 07.2012
SALES CONSULTANT - First National Bank
11.2009 - 05.2011
SERVICE CONSULTANT - First National Bank
10.2008 - 10.2009
COLLECTIONS OFFICIAL - First National Bank
03.2007 - 10.2008
Leselo Examination Board - Regulatory Examination Level 1(RE 05),
Milpark Business School - National Certificate: Banking Services Advise (NQF Level 5),
Hudson Ntsanwisi Senior Secondary School - Grade 12 (Matric),