Makgomo Agnes Makena

• Monitored and evaluated the quality of the service team, ensuring compliance with all relevant standards.
• Documented quality issues and performance metrics for management review.
• Provided vital information to inform feedback and formal training sessions.
• Assessed data captured on business systems against established quality benchmarks.
• Identified opportunities for process enhancements and system improvements.
• Delivered actionable feedback to line managers, offering constructive recommendations for coaching team members.

• Assisted in the monitoring of all key performance indicators relevant to the region.
• Coordinated meetings, workshops, and functions, adhering meticulously to budgetary constraints.
• Efficiently managed office supplies and equipment.
• Prepared and verified invoices, ensuring timely payment arrangements.
• Facilitated the onboarding process for new staff members.

Administrator.

• Supported management by performing various administrative tasks and conducting audits on unpaid limited mileage, multi-claimant, and renewal claims.
• Assisted in tracking leads between sales and services daily to ensure effective communication.
• Managed data on spreadsheets to create an organised and efficient workflow.

Consultant (working under supervision).

• Engaged with clients and intermediaries professionally to resolve queries within agreed service level agreements (SLAs).
• Took ownership of client complaints and ensured timely and effective resolution.
• Investigated and escalated complex queries to relevant departments when necessary.
• Provided accurate information, advice, and after-sales support in line with policy guidelines.
• Captured and updated client information accurately on internal systems.
• Completed administrative and reporting tasks within agreed timeframes.
• Built and maintained strong relationships with clients and internal/external stakeholders.
• Ensured compliance with legislative and regulatory requirements.
• Identified process improvements to enhance service delivery and client experience.
• Contributed to team collaboration, continuous improvement, and operational efficiency.

• Provided accurate insurance quotations to brokers in alignment with client requirements.
• Reviewed risk information and secured necessary underwriting details.
• Followed up on outstanding information to complete quotations.
• Assisted brokers with policy amendments, renewals, and product-related queries.
• Built and maintained strong professional relationships with brokers.
• Ensured compliance with company guidelines and regulatory requirements.
• Managed high volumes of email and telephonic queries effectively.

• Data capturing, assist with day-to-day administration.
• Accurate uploading of documents to the DMS.
• Ensure all checks are done on previous insurance and place notes on the system.
• Check vehicle values and licence dates on TransUnion.
• Ensure all information that deviates from the application is forwarded to the relevant business area.
• Timeous feedback to BDCs and brokers on outstanding information.
• Contribute to achieving daily new business targets.
• Managing month-end pressure.
• Confirm claims or unpaid with other insurance companies.
• Check and verify supporting documents on the file.
• Complete the task/file with questions and queries to determine the cover correctly.
• Activate the policy.
• Adhere to the turnaround time.