Innocentia Zandile Radebe
Team Manager
Boksburg
Summary
Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.
Overview
15
15
years of professional experience
Work History
Team Manager
Liberty
08.2021 - Current
- Putting employees first and allowing them a space where they feel safe and that they know their purpose.
- Promote healthy working environment by introduce a balance between working and fun in workplace.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Ensuring that we have enough capacity in department to manage our volumes.
- Collaborating with various stakeholders to align with department goals and objectives.
Walk-In-Centre Service Consultant
Liberty
06.2016 - 08.2021
- Assisting walk in clients with various queries, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Processing claims, payments and various client requests.
- Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Provided information about service procedures and expected timelines.
Service Consultant, Seconded to Claims Department
Liberty
01.2021 - 07.2021
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
- Processing claims at given time frame.
- Understanding the importance and sensitivity of being a claims consultant.
Policy Changes Service Consultant
Liberty
06.2012 - 06.2016
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Implemented effective training programs to improve the skills and performance of service consultants across the department.
- Documented personal information on customer policies.
- Successfully collaborated with cross-functional teams in order to develop innovative service offerings tailored to the unique needs of each client.
- Discussed options with clients and determined appropriate plans.
Contact Centre Service Consultant
Liberty
02.2010 - 06.2012
- Managing incoming calls and assisting clients with various queries and giving solutions.
- Consistently updated knowledge of industry trends and best practices, ensuring the delivery of cutting-edge solutions to clients at all times.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
- Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
Education
Bachelor of Education Honours in Education Leaders - Educational Leadership and Management
Mancosa
Durban 04.2001 -
Bachelor of Education-Intermediate & Senior Phase - Educational Leadership And Management
UNISA
04.2001 -
Certificate - Contact Centre Management
Boston
Braamfontein 04.2001 -
Certificate - Principles of Learning And Development
WITS Digital Campus
Braamfontein 04.2001 -
Certificate - Elements of Life Insurance Certificate
IISA
04.2001 -
Skills
Passionate about creating inclusive and supportive work environments, with a strong focus on ensuring employee wellness
Performance coaching
Customer focus
Influencing skills
Operational excellence
Stakeholder management
Employee scheduling
Weight training
Performance appraisal
Workforce planning
Succession planning
Staff development
References
References
Ettios Nkobi, Senior Manager at Liberty - 083 800 5482
Thirushan Moodley, Senior Manager at Liberty - 083 692 7818
Bakang Langa, Team Manager at Liberty - 076 494 6992
Timeline
Team Manager
Liberty
08.2021 - Current
Service Consultant, Seconded to Claims Department
Liberty
01.2021 - 07.2021
Walk-In-Centre Service Consultant
Liberty
06.2016 - 08.2021
Policy Changes Service Consultant
Liberty
06.2012 - 06.2016
Contact Centre Service Consultant
Liberty
02.2010 - 06.2012
Bachelor of Education Honours in Education Leaders - Educational Leadership and Management
Mancosa
04.2001 -
Bachelor of Education-Intermediate & Senior Phase - Educational Leadership And Management
UNISA
04.2001 -
Certificate - Contact Centre Management
Boston
04.2001 -
Certificate - Principles of Learning And Development
WITS Digital Campus
04.2001 -
Certificate - Elements of Life Insurance Certificate
IISA
04.2001 -
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