Marie Havenith

I reported to a team of three Insurance Brokers at the Movo Scotland branch with their daily activities, managing daily administrative operations, optimizing workflow efficiency and ensuring timely completion of tasks.

Role Responsibilities

• I generated documents,emails and presentations to clients regarding their policies and quotations.
• Proof read policy documents, schedules & invoices.
• Ensured industry compliance levels were maintained.
• Ran credit checks & due diligence on clients & businesses.
• Monitoring loan agreements & payment concerns.
• Processing E-trade renewals.
• I developed & maintained a comprehensive database, which directly contributed to improved data accuracy, and streamlined the weekly reporting process.
• As well as filing systems which enhanced document generation and improved overall work flow and organisation.

For the management of vehicle breakdown insurance, private and fleet clients.

Role Responsibilities

• Providing quotation & renewal invites.
• Answering of incoming calls & correspondence via email & online chats.
• Delivered exceptional customer service by resolving inquiries efficiently, resulting in improved customer satisfaction ratings.
• Managed complex customer accounts, ensuring accurate documentation and timely follow-up on service requests.
• Trained and mentored new team members on customer service protocols, enhancing team performance and knowledge.
• Developed and implemented streamlined processes for handling customer feedback, leading to quicker resolution times.
• Provided support for escalated issues, ensuring prompt resolution and maintaining positive customer relationships resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website, placing online orders, and improving overall user experience.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

I began with Goodyear prior to 2009 as a Kelly-Girl through Adcorp Talent Agency and Recruitment. I worked reception duties and quickly moved into the Customer Contact Centre to which I would become a permanent member.

Working at Goodyear South Africa I developed strong communication and active listening skills, as well as patience and empathy. The position required a positive attitude, with an energetic and enthusiastic personality. Organisational skills and attention to details were essential.

I enjoyed the customer base, our internal sales staff and the assisting departments, finance and warehouse, collaborated with these teams resulted in improved service delivery and operational efficiency.

I am credited with providing exceptional customer support by resolving inquiries efficiently, enhancing overall client satisfaction and retention rates.

I prided myself on my comprehensive knowledge of products, enhancing my ability to address customer needs.

As a Goodyear representative my responsibilities included:

• Answering incoming calls and email communique, in response to queries and customer concerns.
• Utilising available resources to get resolution and customer satisfaction.

Acting as centre point for coordination to perform:

• Stock checks, product availability, providing alternatives
• Sourcing stock, securing stock.
• Order placement, order cancellation
• Queries, returns, invoices and accompanying documents
• Management of key accounts.

During my employment I assisted as breakdown agent for
Trentyre Roadside Assistance, on behalf of Goodyear.

My function was to despatch roadside assistance teams from country wide Trentyre branches and third party networks.

High value contracts included clients such as Clover Milk & Dairy, Pick 'n Pay Fast & Fresh, Sutherland Transport, Zimbulk Tankers and Hestony Transport to mention a few.

I utilized CRM software to track customer interactions, ensuring timely follow-ups and improved service delivery. Collaboration with my team members was essential, resulting in a more efficient workflow and reduced response times

Role Responsibilities

• To act as a central point of communication & coordination.
• Liaise with transport-drivers, client base, Trentyre & third-party mechanical specialists.
• Provide consistent feedback & progress updates to all stakeholders.