Makubu Maria Malaka
Mamelodi, Pretoria,South Africa
Summary
Service-focused professional with solid experience in customer services and claims administration. Known for improving client satisfaction through tailored solutions. Demonstrated success in resolving complex customer issues and enhancing service processes. Proven ability to communicate effectively and providing exceptional support to internal clients and external clients.
Demonstrates strong analytical, attention to detail and problem-solving abilities, with a positive attitude and commitment to continuous learning and growth. Passionate about delivering outstanding quality and service with history of recognition for performance.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Service Consultant
DISCOVERY INSURE
Sandton
2023.05 - 2025.05
- Achieved 100% FCR and 96-100% MBR targets monthly.
- Answering inbound calls timeously and making required outbound calls.
- Performing underwriting duties on policies and making amendments.
- Upselling, cross-selling, and retaining policies for clients who want to cancel policies.
- Liaising with internal and external departments such as Claims, Finance, Retentions, Net Assist, C-Track, and the Telematics team.
- Delivered exceptional customer service, managing queries and concerns with professionalism and patience.
- Ad hoc: Updating employees' schedules for workforce adherence (e.g. lunch, admin, and tea breaks) on a daily basis, and I was also sending daily email stats updates to the entire contact centre.
Customer Experience Consultant
SIRAGO UNDERWRITING MANAGERS
Roodepoort
2022.04 - 2023.04
- Handling Claims mailbox, dealing with escalations and claims that were out of TAT. Re-allocating claims to assessors for escalations’ purposes.
- Answering telephones, emails and WhatsApp chatbot to support brokers & policyholders, confirming cover, benefits, exclusions & processes.
- Confirming premiums and doing amendments (updating banking details, membership and dependents) & cancellations of policies.
- Liaising with all departments on behalf of brokers and clients for enquiries.
Call Centre Agent
AMBLEDOWN FINANCIAL SERVICES
Bryanston
2020.11 - 2022.04
- Attending to claims' queries and follow-ups.
- Remained calm under pressure to handle customer complaints and solve problems.
- Updating members and brokers on the progress of the claim, on outstanding documents required, and providing settlement letters.
- Providing premium confirmations and loading documentation onto the system.
- Liaising with the relevant departments and updating clients and broker details.
- Providing telephonic and email support to the intermediary on record, authorised representatives, and policyholder.
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Ad hoc: Assisting at the reception with switchboard, redirecting calls, welcoming walk-in clients, and any other requested duties.
Underwriting Insurance Consultant
SANTAM CCC
Menlyn
2018.04 - 2019.10
- Issuing new policies, amendments and changes on policies, quotations on new and existing policies, upselling, applying endorsements & cancellation of policies.
- Underwriting policies for renewals or cancellations according to my mandated rights.
- Attending to escalated queries, retention quotes, refund tasks, policy renewal reviews and resolve insurance enquiries.
- Providing telephonic and email support to the intermediary on record, authorized representatives from brokerage, and Relationship Managers.
Fragrance Expert for Aramis & Designer fragrances
EDGARS (EDCON)
Woodlands
2013.05 - 2014.04
- Selling fragrances and skin care products for Aramis brand.
- Educating customers about the brand.
- Replenishment of stock placing orders when out of stock.
Cellphone Specialist (FTC 6 months contract)
EDGARS (EDCON)
Lynnwood
2012.11 - 2013.04
- Selling cellphone contracts and cellphone insurance policies.
- Booking repairs and liaising with courier companies.
- Stock counting and replenishment of cellphones and designer watches.
Credit Control Consultant – Customer Services Department
EDGARS (EDCON)
Lynnwood
2012.04 - 2012.11
- Selling funeral cover.
- Processing financial transactions such as Sales, Credits and refunds on the POS.
- Administrative duties and replenishment of stock. Returning merchandise to the correct departments.
Promoter for the ‘Thank U’ card project
EDGARS (EDCON)
Lynnwood
2012.02 - 2012.03
- Promoting and issuing new store cards.
- Data capturing and paperwork filing and storing.
- Migrating customers from old card system to the new one.
Education
National Diploma - Safety Management NQF 6
UNISA
Short Term Insurance NQF 4 -
African Resources Training Group
Higher Certificate - Economic & Management Sciences NQF 5
UNISA
Rescu-Life Africa
Matric -
Nellmapius Secondary School
2001.04 - /2009
Skills
- Good Telephone Etiquette
- Computer Skills (Excel, Word, PowerPoint, Email and Internet)
- Good Interpersonal Skills
- Adapting and easily respond to change
- Building and maintaining relationships
- Code C1 driver’s license & own reliable car
- Complaint handling
Certification
- RE 5
- Class of Business: Personal Lines
- Class of Business: Commercial Lines
- Medical Insurance Product Knowledge
- Funeral Services Product Knowledge
- Warranty Cover
- Enterprise Risk Management
- Treating Customers Fairly
- POPI Act
- Computer Literacy
DOFA: 2022-05-10
CPDs up to date.
Accomplishments
- Won monthly Kudos incentives for HelloPeter compliments from clients and brokers.
- Achieved Warranty cover Sales targets.
- Special project: Appointed as a Claims Administrator to handle Claims mailbox to reduce backlog and expedite claims that were already out of TAT, re-allocating to assessors. (80 -130 emails per day).
- Employee of the month - Customer Services Department.
- Santam 2018 Learnership Top Achiever award for Best Group presentation.
- Team leader for one of the four teams, Cohort 7 at Harambee Youth Employment Accelerator.
- Most sold Consol bottles in a Sales Category challenge at Harambee Youth Employment Accelerator.
References
References available upon request.
Timeline
Service Consultant
DISCOVERY INSURE
2023.05 - 2025.05
Customer Experience Consultant
SIRAGO UNDERWRITING MANAGERS
2022.04 - 2023.04
Call Centre Agent
AMBLEDOWN FINANCIAL SERVICES
2020.11 - 2022.04
Underwriting Insurance Consultant
SANTAM CCC
2018.04 - 2019.10
Fragrance Expert for Aramis & Designer fragrances
EDGARS (EDCON)
2013.05 - 2014.04
Cellphone Specialist (FTC 6 months contract)
EDGARS (EDCON)
2012.11 - 2013.04
Credit Control Consultant – Customer Services Department
EDGARS (EDCON)
2012.04 - 2012.11
Promoter for the ‘Thank U’ card project
EDGARS (EDCON)
2012.02 - 2012.03
Matric -
Nellmapius Secondary School
2001.04 - /2009
National Diploma - Safety Management NQF 6
UNISA
Short Term Insurance NQF 4 -
African Resources Training Group
Higher Certificate - Economic & Management Sciences NQF 5
UNISA
Rescu-Life Africa