Summary
Overview
Work History
Education
Skills
Communication Skills
Awards
Timeline
Generic

Lilianne Rawlins

Insurance Professional And HR Graduate
JOHANNESBURG

Summary

Knowledgeable and ambitious Insurance Professional and HR Graduate with a vast experience in customer servicing ,cross-selling and retentions .I Offer exceptional support by staying current on company policies and asking targeted questions to quickly get to the root of issues. Successful at consistently exceeding performance targets. Known for reliability and adaptability with a capacity to learn and apply new skills with a proven ability to quickly adapt to new environments . Motivated to maintain customer satisfaction and contribute to company success. committed to making meaningful contribution and advancing organizational goals .Organized and dependable candidate successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals .

Overview

10
10
years of professional experience
4041
4041
years of post-secondary education
2
2
Languages

Work History

Customer Service Consultant

Liberty
01.2020 - 06.2022
  • Interacting with customers and financial advisers via email and telephonically, assisting with concerns and processing requirements to improve the organization's customer relations
  • Assisting with claims process on all financial products, advising on requirements assessing documents and liaising with Claims consultants and escalating for urgent payments
  • Capturing back-office requirements on servicing platforms regarding request received from brokerages, servicing hubs and broker consultants
  • Assisting back office with backlogs regarding policy changes, premiums adjustments, underwriting requirements and assisting with legislation updates on policies

Initiatives & Campaign Agent

Liberty
05.2014 - 12.2019
  • Develop and manage relationships with new clients and finalising the onboarding process, by contacting clients telephonically and verifying captured details and confirming new product/s taken
  • Orphan Campaign: Contacting clients and warming up leads for selected Financial adviser captured on an online panel and referring leads for sales on new products (Life cover, Retirement Annuities, and investments) and overseeing existing portfolio with no active financial adviser
  • Offer of additional cover Campaign: Contacting clients with existing Risk policies (Life covers) and upgrading benefits to more tailored benefits that they feel are needed at the time, upselling on existing benefits
  • Retirement Annuity Reinstatements Campaign: Reinstating and retaining paid up policies, contacting client and offering them options that are available and in line with section 14 regulations
  • Retirement Annuity Upsell Campaign: Contacting clients with Retirement annuity policies with unpaid premiums for less than 6 months and advising on options available in line with Section 14 Regulations

Sales Consultant

Okeffe & Swart
10.2012 - 03.2014
  • Making outgoing calls to customers to advice of products and services that may be of interest to them
  • Initiative: Standard Bank Cancer plan, contacting existing standard bank clients with cheque accounts and offering them cancer cover
  • Initiative: FNB and Nedbank Accidental cover, contacting existing clients and offering them comprehensive accidental cover

Senior Sales Consultant

DNA Telesales
02.2012 - 09.2012
  • Hollard Funeral Plan, cold calling leads with phone numbers where provided and needed to be converted by selling the Hollard Funeral plan
  • Liberty Funeral plan, Cold calling leads with phone numbers where provided and needed to be converted by selling Liberty ECM Funeral plan

Education

B. Com - Human Resource Management

Regent Business School
01.2020 - 01.2023

Certificate - Risk Management

Stellenbosch Business School

RE5 -

FPI

Skills

Sales

Client onboarding verification

Customer service

Administrative support

Microsoft Office Suite

Complaint handling

Call centre experience

Critical thinking

Quality control

Report preparation

Staff education and training

Communication Skills

English, Professional

Awards

Best Call Centre Agent, 2021

Timeline

Customer Service Consultant

Liberty
01.2020 - 06.2022

B. Com - Human Resource Management

Regent Business School
01.2020 - 01.2023

Initiatives & Campaign Agent

Liberty
05.2014 - 12.2019

Sales Consultant

Okeffe & Swart
10.2012 - 03.2014

Senior Sales Consultant

DNA Telesales
02.2012 - 09.2012

Certificate - Risk Management

Stellenbosch Business School

RE5 -

FPI
Lilianne RawlinsInsurance Professional And HR Graduate