Kelsey Redding
Cape Town
Summary
Results-driven Financial Advisor with a proven track record of exceeding high targets, including Club Fifty-One, and consistently maintaining production and sales excellence. Skilled in providing expert financial guidance, building strong client relationships, and driving business growth. With a strong sales background, I excel in identifying opportunities, developing tailored solutions, and delivering exceptional customer service. My achievements demonstrate my ability to consistently meet and exceed performance expectations, making me a valuable asset to any organization.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Representative
Concentrix
CAPE TOWN
09.2025 - Current
- Processed customer orders efficiently while ensuring accuracy and adherence to company policies.
- Handled customer inquiries through various channels, providing timely and relevant support.
- Maintained detailed records of customer interactions to track issues and resolutions.
- Ensured compliance with HIPAA regulations concerning patient privacy rights.
- Maintained accurate records of all customer interactions in the company database.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Provided accurate information regarding insurance coverage, billing and payment processing.
- Handled incoming correspondence from insurance companies regarding claims processing issues.
- Answered incoming calls and responded to customer inquiries in a timely manner.
- Educated patients on how to access online portals for scheduling appointments, making payments or viewing lab results.
- Verified patient eligibility for benefits according to healthcare policies and procedures.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Dealt with provider Calling for patient accounts
Old mutual team leader
KELSEY REDDING
Cape Town
10.2024 - 07.2025
- Provided expert financial guidance to clients, building strong relationships and driving business growth.
- Conducted financial needs analyses, recommending tailored solutions and products.
- Consistently met/exceeded sales targets, expanding client base through effective networking.
- Ensured regulatory compliance and stayed updated on industry trends.
- Key Achievements:
- High client satisfaction ratings
- Strong sales performance
- Successful business development and growth.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Developed strategies for problem solving and conflict resolution among team members.
SME Team Leader
EXL SERVICES SA
Cape Town
09.2021 - 09.2024
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Assisted customers with filing claims accurately and efficiently following established guidelines.
- Managed multiple accounts simultaneously while meeting deadlines for completion of tasks.
- Explained insurance features and service advantages to existing and potential customers.
- Collaborated with internal departments such as underwriting and billing to resolve customer issues quickly.
- Led a team of subject matter experts to drive project completion and ensure consistent service delivery.
- Developed training materials and conducted workshops to enhance team member skills and performance.
- Implemented process improvements that resulted in increased team efficiency and reduced turnaround times.
- Facilitated regular team meetings to discuss challenges and strategize on solutions for better collaboration.
- Established performance metrics to evaluate team productivity and developed action plans for improvement.
- Maintained up-to-date knowledge of industry trends and best practices to guide team initiatives.
- Collaborated with cross-functional teams to streamline operations and enhance customer satisfaction.
- Coached team members on customer service excellence and effective communication techniques.
- Monitored team performance and provided constructive feedback to encourage professional growth.
- Resolved escalated customer issues by employing critical thinking and effective problem-solving skills.
- Created comprehensive reports highlighting team performance and areas for development.
- Identified and recruited top talent to strengthen the SME team's capabilities and service delivery.
- Participated in recruitment activities such as interviewing potential candidates for open positions within the SME team.
- Analyzed data from various sources to identify trends and develop solutions for improving efficiency.
- Researched new technologies or processes that could be used to enhance the SME teams' capabilities.
- Maintained accurate records of employee attendance, leave requests, performance reviews.
- Ensured that all staff adhered to company policies and procedures while performing their duties.
- Provided guidance on complex projects, ensuring tasks were completed accurately and efficiently.
Restaurant support second in charge team leader
MR D FOODS/TAKEALOT
Cape Town
01.2016 - 04.2019
- Any Mr D Food restaurant device problems, Menu update requests, Individual order related queries raised by customers or restaurants.
- Restaurant operations logging of Zendesk tickets and assigning them to the relevant departments for second level support.
- This includes Finance, Operations, Device Support and Product.
- Responding back to restaurants with the resolution once the ticket is accepted and contacting restaurants to ensure a high order acceptance percentage.
- Monitoring the connectivity performance of restaurant devices, performing basic troubleshooting and/or escalating bigger problems to device management team.
- Manually hiding and unhiding menu items that are reported as out of stock.
- Daily reporting on Restaurant support activities, device performance and restaurant acceptance ratios.
- Logging of system errors and bugs as they arise.
- Working closely with Food CSM to provide restaurant information to him for Food CS to resolve customer problems.
- Provided support to management team in making strategic decisions.
- Managed daily operations such as scheduling shifts, assigning tasks and monitoring progress.
- Ensured compliance with organizational policies, government regulations and safety standards.
- Communicated effectively with customers, vendors, partners and other stakeholders.
- Reviewed customer service protocols to ensure high levels of customer satisfaction.
- Performed research on industry trends, customer feedback and competitor activities.
- Assisted in the development of policies and procedures to ensure efficient operations.
- Collaborated with colleagues to achieve desired outcomes within timeline and budget parameters.
- Updated policies and procedures and shared information with crew members prior to departure.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
Education
Website Development - Web Development (focused on front end coding and website development)
UNIVERSITY OF CAPE TOWN
Cape Town 01.2021 - 06/2021
Matric -
BELHAR SENIOR SECONDARY HIGH SCHOOL
Cape Town 01.2003 - 12.2007
Some College (No Degree) - BCom General
University of The Western Cape
CAPE TOWN, South Africa Skills
- REGULATORY COMPLIANCE
- ADHERENCE
- CONTINUOUS IMPROVEMENT
- TEAMWORK AND COLLABORATION
- ACTIVE LISTENING
- POLICY UNDERSTANDING
- ADMINISTRATIVE SKILLS
- SALES
- LEADERSHIP
- Customer service
- Team leadership
- Conflict resolution
- Relationship management
- Operations management
- Training development
- Problem solving
- Performance monitoring
- Decision making
- Client communication
- Service level agreements
- Mentoring
- Shift scheduling
- Overseeing daily activities
- Complex Problem-solving
- Verbal and written communication
- Team supervision
- Quality improvement
- Call center operations
References
- Luke Cogill, EXL Services SA, (072) 851-0397, luke.cogill@exlservices.com
- Christopher Wilks, Mr D Food, (084) 841-5905, christopher.wilks@mrd.com
Languages
- English
- Afrikaans
Personal Information
- Date of Birth: 04/05/90
- Nationality: South African
- Driving License: Code B
- Marital Status: Married
Languages
English
First Language
Afrikaans
Proficient
C2
Xhosa
Elementary
A2
Timeline
Customer Service Representative
Concentrix
09.2025 - Current
Old mutual team leader
KELSEY REDDING
10.2024 - 07.2025
SME Team Leader
EXL SERVICES SA
09.2021 - 09.2024
Website Development - Web Development (focused on front end coding and website development)
UNIVERSITY OF CAPE TOWN
01.2021 - 06/2021
Restaurant support second in charge team leader
MR D FOODS/TAKEALOT
01.2016 - 04.2019
Matric -
BELHAR SENIOR SECONDARY HIGH SCHOOL
01.2003 - 12.2007
Some College (No Degree) - BCom General
University of The Western Cape