Lesedi Thenga
Johannesburg,midrand
Summary
Dynamic and accomplished Lead Administrator with over four years of experience in the insurance industry, demonstrating a proven track record of optimizing administrative processes and ensuring operational efficiency. Currently hold a Diploma in Tourism Management, blending expertise in administrative leadership with a passion for the insurance industry. Possesses strong organizational, communication, and problem-solving skills, adept at managing diverse tasks and fostering collaborative team environments,highly successful at motivating teams and streamlining operations. Analytical problem solver and persuasive communicator with talent for thinking outside box for creative solutions.
Overview
4
4
years of professional experience
Work History
LEADS ADMINISTRATOR
Momentum Life
Centurion
09.2022 - Current
- Processing the leads and referrals received on the leads management system, within agreed turnaround times
- Distributing these leads to a financial Planner within agreed turnaround times, and in terms of the business practice
- Tracking these leads over time, continuously following up and escalating where necessary
- Providing input for system and process enhancements to ensure effective leads management processes
- Develop service level agreements and standards across all touch points in order to ensure that all stakeholders receive clear and accurate information and are kept informed at all times
- Undertake operational activities and projects in timely customer focused manner
- Monitor progress of leads and adjust plans as required
- Monitor, implement and evaluate administrative practices and procedures to optimize efficiency, and continually improve the customer experience through service design and quality delivery
- Quality control on leads
- Deliver on service level agreements made with all clients and stakeholders in order to ensure client expectations are managed
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
- Follow up with clients on outstanding information.
NEW BUSINESS ADMINISTRATOR
Momentum Life
Centurion
02.2022 - 08.2022
- Internal administration/underwriting
- Ensure quality of data
- Quality checks on all assigned documents to ensure that all fields are captured correctly and completion of the application form
- Bank verification, verifying baking details
- Assign internal admin queries to admin/underwriting with detailed description of the query
- Provide solutions to assigned queries within agreed time frame
- Assist with queries on the database and from phone calls
- Provide assistance for branches and internal staff around processes and system
- Identify financial and business risks to the company and escalate accordingly
- Contain costs within budget parameters
- Quality control and checks on Legal document
- All received information are updated onto the system correctly within the agreed time
- Audit function on quality of captured detail
- Comprehensive FICA checks and process.
RETENTION CONSULTANT
Metropolitan Life
Johannesburg
12.2020 - 01.2022
- Made outbound calls to clients
- Retaining clients with lapsed policies
- Deal with outstanding calls debit orders and payment arrangements
- Updating banking details
- Updating key customer information across all relative system as required
- Delivering company services way through personal effort and through others
- Dealing with client queries and complaints through personal effort and through others
- Reinstating and recommencing lapsed client policy
- Making recommendations on improving client and fair treatment of clients within the area of responsibility
- Shaped the way customers viewed the company's brand
- Maintained a high level of competitive and product knowledge
- Have a proven high track record in the retention department.
RECEPTIONIST
Metropolitan life
Johannesburg
08.2020 - 11.2020
- Warmly greet and welcome clients and visitors to Metropolitan Life's office, ensuring a positive and professional experience from the moment they arrive
- Manage a multi-line phone system, answering inquiries, taking messages, and directing calls to the appropriate department or individual within the organization
- Schedule appointments for clients and representatives, coordinating with team members to ensure smooth and efficient meeting arrangements
- Process client paperwork and documentation, including insurance claims and policy applications, with a high level of accuracy and attention to detail
- Assist clients with inquiries regarding their insurance policies, premiums, and coverage options, providing clear and concise information to address their needs
- Collaborate with insurance agents and brokers to facilitate client meetings and appointments, maintaining effective communication to ensure all parties are informed and prepared
- Handle incoming and outgoing mail, packages, and deliveries, distributing correspondence promptly to the appropriate recipients
- Maintain the reception area, including organizing materials, stocking supplies, and ensuring cleanliness and tidiness at all times
- Assist with administrative tasks as needed, including data entry, filing, and maintaining client records, to support the efficient operation of the office
- Address client concerns or complaints in a timely and professional manner, demonstrating empathy and problem-solving skills to resolve issues effectively
- Uphold security protocols by monitoring access to the office, issuing visitor badges, and ensuring compliance with company policies and procedures.
CONTACT CENTRE OPERATIONS LEARNERSHIP
Metropolitan Life
Johannesburg
02.2020 - 07.2020
- Developed new strategies for customer retention activities
- Developed and maintained productive and collaborative working relationships with peers
- Investigated client queries within the agreed service level and ensure that the client receives the appropriate after sales services
- Maintained security telecommunication systems
- Kept a safe and clean reception area by complying with the rules and regulations
- Build and maintained relationships with clients,internal and external stakeholders
- Made recommendations to improve client service and fair treatment of clients within area of responsibility
- Up-sell products when they arise
- Quality control of calls made to clients.
Education
DIPLOMA IN TOURISM MANAGEMENT -
The University of South Africa
Pretoria, South Africa05.2024
CONTACT CENTRE OPERATIONS CERTIFICATE -
Metropolitan life
01.2020
THE FUNDAMENTALS OF DIGITAL MARKETING -
Google Digital skills for Africa
01.2019
GRADE 12 -
Malvern High School
01.2016
Skills
- Social Media
- Quality Control
- Customer Retention
- Business Administration
- Management
- Microsoft Outlook
- Telecommunications
- Operations
- Project Coordination
- Contact Centre (Business)
- Microsoft PowerPoint
- Microsoft Excel
- Sales
- Microsoft Word
- Insurance Products
- Service Design
- Customer Experience
- Office Management
- Business Administration
Languages
Sotho
English
Timeline
LEADS ADMINISTRATOR
Momentum Life
09.2022 - Current
NEW BUSINESS ADMINISTRATOR
Momentum Life
02.2022 - 08.2022
RETENTION CONSULTANT
Metropolitan Life
12.2020 - 01.2022
RECEPTIONIST
Metropolitan life
08.2020 - 11.2020
CONTACT CENTRE OPERATIONS LEARNERSHIP
Metropolitan Life
02.2020 - 07.2020
DIPLOMA IN TOURISM MANAGEMENT -
The University of South Africa
CONTACT CENTRE OPERATIONS CERTIFICATE -
Metropolitan life
THE FUNDAMENTALS OF DIGITAL MARKETING -
Google Digital skills for Africa
GRADE 12 -
Malvern High School