Lerato Medicate Dooka
Customer Service Consultant
94 Eagle Reef,Laser Park.Honeydew
Summary
Experienced Black African Employment Equity candidate with a strong background as a Service Consultant at Standard Bank Insurance Brokers since February 2015. Previously, worked as a Front-line Teller at the South African Post Office from June 2011, specializing in banking services. Skilled in engaging with individuals from diverse backgrounds and embracing change for personal and professional growth. Possess a positive mindset that drives sound decision-making to propel business success.
Overview
14
14
years of professional experience
8080
8080
years of post-secondary education
Work History
Service Consultant (Funeral Servicing)
Standard Bank Brokers
02.2015 - Current
- Company Overview: Standard Bank Insurance Brokers provides insurance services and products
- Query Resolution
- First call resolution resolve insurance related queries and service customers most professional manner
- Administer client’s funeral policies, group scheme policies, checking premium status for any discrepancies
- Sending refunds and making follow ups for refunds that are overdue
- Altering the policies to the client’s satisfaction, whether it’s adding or removing members
- Upgrading or downgrading the policies as per client’s request
- Facilitates the development of customer and business loyalty through relationship management and consistently portray a professional corporate image in accordance with the values of Standard Bank Insurance Brokers and Standard Bank SA
- Upselling existing products to clients that already have existing business with us
- Selling new products to clients and introducing them to products that can be more suitable
- Helping our admin department to capture new business, cancel policies and do policy migrations and downgrades for requests that were sent through email
- Making outbound calls to customers and providing feedback and updating clients on the progress of any enquiry made by customers
- Inbound Call Centre Adherence
- Answer Inbound calls within the recommended SLA and avoid high abandonment rate
- Participate in ad-hoc campaigns as determined from time to time by Contact Centre Management and Product Owners
- Selling new products to clients and introducing them to products that can be more suitable to their needs by understanding the customer
- Upselling, cross selling enhanced products to clients that already have existing business
- Retaining clients and dealing with difficult queries from clients in a professional manner
- Meeting the QA target of 99.1%
- Identify risk at the earliest stage to mitigate PI or fraudulent claims
- Assisting claims call center with claim related queries
- Verify claim documents sent on E-view and confirm deceased cover
- Verify deceased on VOPD system
- Application of defined business processes in carrying out tasks and doing so in line with contact Centre best practice laid down by Contact Centre Management
- Monitoring of personal performance relative to contact Centre productivity requirements
- Ensure favorable CEM/NPS ratings by consistently promoting quality interactions with customers and prospective customers
- Personal development through involvement in mentorship, training and guidance provided by Team Leader and Contact Centre Management
- Ensure productivity and set targets requirements are adhered to
- Delivering to our shareholders
- Risk and Compliance
- Adhering to Standard bank Insurance Brokers code of conduct in relation to promoting and being a brand ambassador
- Adhering to all operating procedures and processes to avoid professional indemnity exposure and reputational risk
- Adhering to scheduled times and achieve compliance of 95%
- Adhering to Treating Customer Fairly Habits during conduct with customers
- Standard Bank Insurance Brokers provides insurance services and products
Front Line Teller
SA Post Office
06.2011 - 02.2014
- Selling and promoting Post Bank products and other 3rd party products to walk in clients
- Helping clients with their day-to-day transactions on the post bank account, cash deposits and withdrawals
- Balance currency, coin and checks in cash drawers at ends of shifts and calculate daily transactions
- Receive cheques and cash for deposit, verify amounts and check accuracy of deposit slips
- Identify transaction mistakes when debits and credits do not balance
- Resolve problems or discrepancies concerning customers’ accounts
- Sort and file deposit slips and cheques
- Perform clerical tasks such as typing, filing, and photocopying
- Renewal of expired car discs, operation the traffic department MVL systems and help clients settle their traffic fines
- Contact Person: Tsakani Chauke – Manager
- Contact Number: 011 268 1046
Education
High School Diploma -
GCRA Learning Institution
04.2001 - 02.2013
Computer Course - Computer Course
Lutheran Community Outreach
01.2013 - 11.2013
Reasoma Secondary School - Commerce
Reasoma Secondary School
Johannesburg, South Africa12-2029
First Level Regulatory Examination: Representative - Financial Planning
Moonstone
Johannesburg03-2018
Class of Business - Long Term Insurance
Masifunde
Johannesburg, South Africa10-2018
Higher Certificate in Financial Products - Financial Products
Milpark Business
Johannesburg, South AfricaSkills
Client relationship building
Customer relations
Sales expertise
Public speaking
Problem solver
Complaint resolution
Cash handling
Negotiation tactics
Networking
Customer service
Attention to detail
Computer skills
Listening skills
Strong work ethic
Excellent communication
Handling customer complaints
Customer relationship management
Multitasking and organization
Service recommendations
Time management abilities
Customer retention
Professionalism
Client rapport
Reliability
Understanding customer needs
Professional telephone demeanor
Data evaluation
Effective communication
Shortcourses
- Intelligent Automation for banking - Work Fusion
- Introduction to business analytics - Work Fusion
- Automation Essentials - Work Fusion
- Data Literacy - Degreed
- Data Competency - Degreed
- Process, methods and standards
Personal Information
- ID Number: 9009040453088
- Date of Birth: 09/04/90
- Gender: Female
- Driving License: Code 08
Timeline
Service Consultant (Funeral Servicing)
Standard Bank Brokers
02.2015 - Current
Computer Course - Computer Course
Lutheran Community Outreach
01.2013 - 11.2013
Front Line Teller
SA Post Office
06.2011 - 02.2014
High School Diploma -
GCRA Learning Institution
04.2001 - 02.2013
Reasoma Secondary School - Commerce
Reasoma Secondary School
First Level Regulatory Examination: Representative - Financial Planning
Moonstone
Class of Business - Long Term Insurance
Masifunde
Higher Certificate in Financial Products - Financial Products
Milpark Business
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