Lungile Horatia Chokoe
Operations Team Leader - Customer Service & Business Support
Roodepoort
Summary
Im am experienced in leading operations teams to streamline processes and improve productivity. I always have strategic plans to continuously meet the organizational goals and enhance team performance. I have a track record of effectively managing resources and resolving issues to maintain operational excellence. My priority is to always produce results over and above the required targets. I am reliable, fast learner and adapt to change swiftly.
I am very versatile in successfully taking on routine and complex business challenges with resourceful and creative approach. I am very proactive, solution driven and always eager to contribute to my teams growth.
Overview
12
12
years of professional experience
2009
2009
years of post-secondary education
1
1
Language
Work History
Operations Team Leader
AllLife Insurance Limited
07.2023 - Current
- Managed daily operations, ensuring smooth and timely completion of tasks, set schedules, and oversaw daily workflow.
- Created a safe space to communicate the business plans, so they can be executed effectively, with the right attitude.
- Trained, coached, collaborated, and managed complaints firsthand.
- Implemented new and approved scripts that led to improved product consistency and adhered to quality assurance measures.
- Gathered, organized, and input information into the digital database for HOD monthly meetings.
- Conducted regular reviews of operations, and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues, by focusing on Unreasonable Hospitality. (Clients' best experience)
- Created and managed project plans, timelines, and budgets; managed the refunds; and ensured all refunds were valid before processing.
- Managed Section 50 of the Insurance Act (from Centriq to OMART) project.
- Headed the biggest project of authenticating debicheck mandates from July 2024 to May 2025.
- Managed a high workload, with a consistent record of meeting my deadlines and monthly targets set for me as Team Leader.
Complaints and Business Support Administrator
AllLife Insurance Limited
09.2022 - 07.2023
- Assess and attend to all client complaints and escalations within the business turnaround time.
- Obtain previous and historical telephonic recordings for investigations, complaints, or unethical telephonic behavior (Amethyst/ire CALL).
- I maintain efficient communication with the client on Hello Peter, OMART, and FAIS Ombudsman.
- Ensure all clients receive feedback in a timely manner via social media platforms (Hello, Peter).
- Allocation of client queries to the relevant department.
- Successfully revived and headed up social media platforms (Trello, Facebook, SMARTS, WhatsApp) used for client relations management (CRM).
- Streamlined office processes by implementing efficient administrative systems and procedures.
Customer Care Consultant
AllLife Insurance Limited
08.2019 - 08.2022
- Actively engage with the Collections Department directly to process refunds, cash deposits, and manual debits through set business processes.
- Assisted clients by helping them allocate their proof of payments and uploading it under their profile.
- Authenticate and change the client’s information as requested.
- Educate clients on the products they currently have, and other products depending on their needs.
- Get referrals as a lead-generation tool for the business.
- Making payment arrangements, receiving POPs, and allocating accordingly.
- Generate annual benefit statements, as well as generate and send out updated policy documentation.
Adherence Administrative Consultant
AllLife Insurance Limited
01.2017 - 10.2017
- Responsible for monitoring of clients who require medical blood tests
- Follow up on clients who are due for blood test results
- Update and maintenance of medical records on the systems.
- Send out updates and communication to clients regarding policy status
Receptionist
AllLife Insurance Limited
05.2015 - 01.2017
- Liaising with clients and assisting with queries.
- Responsible for switchboard operations.
- Answered central telephone system and directed calls accordingly.
- Booking boardrooms for management and EXCO meetings.
- Attend to telephonic queries from clients and suppliers.
- Welcoming all clients and property visitors.
- General administration.
- Ordering of stationery and business groceries.
- Confirmed appointments, communicated with investors, and board members.
Telesales Consultant
Clientele Life
03.2013 - 04.2015
- Designing and implementing effective marketing strategies to sell new insurance.
- Boosted sales revenue by identifying potential leads and converting them into satisfied customers.
- Handled objections professionally during calls while remaining focused on identifying win-win solutions for both parties.
- Set up appointments with interested customers according to schedule availability.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
Education
Grade 12 - English, Afrikaans, Mathematical Literacy, Accounting, Consumer Studies, Business Studies, Life Orientation, Computers Application Technology
Hoërskool Die Fakkel
Skills
Team training and coaching
Task delegation and Mentoring
Staff development
Triaging skills
Capacity planning and managing
Efficiency improvement skills
Cost reduction and budget administration
KPI tracking - weekly
Data analysis : Cleaning of data
Interpersonal communication
Reliability and multitasking Abilities
Excellent communication and written communication
Computer Literacy
Word, Excel, PowerPoint, Outlook, Amethyst, iRECALL, Horizon, SKI
Known As
Lungile
Residence
Florida, Roodepoort
Dependants
- 10
- 5
- Under a year
Transport
Own vehicle
Smoker
Non
Interests Hobbies
- Outdoor activities
- Exploring new markets/restaurants/picnic spots
<Enter your own>
- Date of Birth: 1991-02-04
- Nationality: South African
- Driving License: Yes, Code B
- Marital Status: Married
Timeline
Operations Team Leader
AllLife Insurance Limited
07.2023 - Current
Complaints and Business Support Administrator
AllLife Insurance Limited
09.2022 - 07.2023
Customer Care Consultant
AllLife Insurance Limited
08.2019 - 08.2022
Adherence Administrative Consultant
AllLife Insurance Limited
01.2017 - 10.2017
Receptionist
AllLife Insurance Limited
05.2015 - 01.2017
Telesales Consultant
Clientele Life
03.2013 - 04.2015
Grade 12 - English, Afrikaans, Mathematical Literacy, Accounting, Consumer Studies, Business Studies, Life Orientation, Computers Application Technology
Hoërskool Die Fakkel