Makgotso Alcock
Summary
I have an investigative personality, my personal strengths with customer experience roles include good numerical ability, logical, highly adaptive, and self-sufficient with a high achievement drive.
• I have extensive knowledge of the customer experience.
• Good understanding of managing high number of claims or account volumes
• Good Excel skills.
• Ability to manage risks in claims
• Report writing
• Ability to liaison effectively with internal and external stakeholders.
• Great understanding of the importance of team effort.
Overview
10
10
years of professional experience
Work History
Insured Recoveries consultant
01.2024 - Current
- Review merits of Third-Party claims and initiate applicable recovery strategy
- Negotiate settlement of the Third-Party outcomes in accordance with company targets
- Manage litigation portfolio
- Effectively manage payments from third party insurers/representatives
- Document preparation in accordance with the standard operating procedure
- Review, verify and update the customer claims in accordance with standard operating procedures
- Understand and manage SLA timeframes and legislative prescriptive timeframes with the third-party insurers and act timorously to resolve problems.
Uninsured Liabilities Consultant
Telesure Investment Holdings
07.2019 - 01.2023
- Captured and administer un-insured third-party liabilities claim correctly and as accurately as possible for completeness
- Validate clients claim to confirm if the third party has a cover and use the opportunity make a non client a prospect customer
- Verify client's documentation to the ones provided by the third party to confirm the occurrence of the event and its accuracy
- Manage arid customer and mitigate a possible escalation
- Accurate interpretation of merits to determine liability in order to save the company of any possible financial losses Quantum to be investigated to establish whether claim is fair and reasonable
- Update the AS 400 timeously as the claim progresses
- Use the correct case law for each claim and the laws of delict to provide reasonable saving for the business
- Prepare settlement offers and or rejection letters for the third party where clients are not liable to protect the interest of the business
- Negotiating and drafting of arguments to defend a settlement where client is not liable
- Verify third party documents such as ID, Bank details, Vehicle Registration, for payment processes for accuracy
- Co-ordinate the process of allocation a service provider for repair of client vehicle
Learnership
Telesure Investment Holdings
Johannesburg, South Africa
07.2018 - 07.2019
- Comprehension of merits and risk assessment
- Introduction to the laws of delict
- Knowledge in Recoveries and Liabilities process within the legal department
- Handled inbound calls of Uninsured Liabilities Team for third party clients and providing feedback.
- Actively listened to customers to fully understand requests and address concerns. Provide feedback to clients on their progress of recovery on their excess.
Sales Assistant
The House Of Busby
Johannesburg, South Africa
02.2014 - 01.2015
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Assisted customers with prompt and polite support in-person
- Increased sales by building strong customer relationships and providing excellent service.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Met and exceeded sales targets consistently, contributing to overall team success.
Education
A+ Certificate IT -
Boston College Campus
01.2015
Matric Certificate -
Athlone Girls High School
01.2013
Skills
- Team work
- Good Communication skills
- Reliable
- Deadline driven
- Problem-Solving
- Analytical Thinking
- Goal Setting
- Client rapport
- Processes and procedures
References
Carmen Paulse, Third Party Administrator, TeleSure Holdings, 078 0689687, Email-Carmenp@tihsa.co.za
Timeline
Insured Recoveries consultant
01.2024 - Current
Uninsured Liabilities Consultant
Telesure Investment Holdings
07.2019 - 01.2023
Learnership
Telesure Investment Holdings
07.2018 - 07.2019
Sales Assistant
The House Of Busby
02.2014 - 01.2015
A+ Certificate IT -
Boston College Campus
Matric Certificate -
Athlone Girls High School