Hlekani Sarah Mabasa
Claims Consultant
Orlando East
Summary
Highly motivated insurance professional with a solid background in claims administration, emergency call handling, and client service coordination. Experienced in processing high volumes of claims, meeting strict deadlines, and ensuring compliance with industry standards. Recognized for strong attention to detail, effective stakeholder management, and the ability to resolve queries efficiently under pressure. Passionate about delivering excellent customer service and contributing to streamlined, high-performing insurance operations.
Overview
13
13
years of professional experience
Work History
Claims Consultant
DigiCall Assessing Solutions
02.2024 - Current
- Gather and verify all required information to accurately register new instructions received via the New Claims/Notifications Inbox.
- Capture and register all new instructions on the DAS system in a timely and accurate manner.
- Process a minimum of 50 new instructions daily, ensuring completion before close of business.
- Allocate assessors efficiently, ensuring optimal capacity within their designated geographical regions.
- Reschedule missed assessor appointments as requested, maintaining service continuity.
- Coordinate re-assessments based on the availability of all relevant stakeholders (Insured, Broker, Assessor, and Service Provider).
- Handle all inbound and outbound query calls professionally and efficiently.
- Respond to and resolve all email queries within required service standards.
- Transfer inbound calls to the appropriate personnel only when necessary, ensuring effective query resolution.when necessary
Case Manager
Europ Assistance Road and Home Department
10.2019 - 02.2024
- Provide administrative support to management and contribute to efficient service delivery.
- Monitor all active cases to ensure adherence to prescribed timeframes, policies, procedures, and service standards.
- Support operations aligned with a turnkey customer engagement platform, delivering seamless, insight-driven customer solutions for brands, retailers, and organizations.
- Coordinate dispatch of tow trucks by liaising with service providers and clients to ensure timely assistance.
- Arrange point-to-point transportation, car hire services, and accommodation for clients as required.
- Perform validations to ensure accuracy and compliance with company processes.
- Utilize strong questioning and active listening skills to deliver effective and professional telephone communication.
- Monitor trips and services in progress, ensuring smooth execution and timely updates to all stakeholders.
Call Centre Agent
Europ Assistance MTN112
03.2014 - 10.2019
- Answer incoming calls for MTN 112 emergency services, assisting callers efficiently and directing them to the most appropriate solution with minimal delay.
Admin Clerk
Ntsieni Industrial Psychologist
01.2013 - 12.2013
- Performed general administrative duties, including messenger services, typing, and document handling.
- Assisted in processing and settling claims accurately and efficiently.
- Maintained and updated the employer’s diary to ensure effective scheduling and time management.
- Managed faxing and document transmission as required.
- Answered incoming calls and directed queries to the appropriate parties in a professional manner.
Education
Certificate - Generic Course and Short-term Insurance and personal lines
01-2024
Certificate - Short-term Insurance Commercial Lines
01-2024
Certificate - Generic Management
01-2018
Certificate - End User Computing
01-2009
Grade 12/Matric - Grade 12
01-2007
Skills
Strong analytical and problem-solving abilities
Excellent verbal and written communication skills
Leadership and team support capabilities
Strategic thinking and decision-making skills
Time management and ability to work under pressure
Customer service and stakeholder management
Attention to detail and administrative accuracy
Timeline
Claims Consultant - DigiCall Assessing Solutions
02.2024 - Current
Case Manager - Europ Assistance Road and Home Department
10.2019 - 02.2024
Call Centre Agent - Europ Assistance MTN112
03.2014 - 10.2019
Admin Clerk - Ntsieni Industrial Psychologist
01.2013 - 12.2013
Grow in Motion - Certificate, Short-term Insurance Commercial Lines
People Solutions - Certificate, Generic Management
PC Training and Business College - Certificate, End User Computing
Hanyani Thomo High School - Grade 12/Matric, Grade 12
Grow in Motion - Certificate, Generic Course and Short-term Insurance and personal lines