Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

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
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
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

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Makgotso Alcock