Summary
Overview
Work History
Education
Skills
Key Characteristics
Attachments
First Language
Second Language
Personal Information
Timeline
Generic
Marilize Ackerman

Marilize Ackerman

Team Leader Client Services
Bellville

Summary

I bring value to any organization through my ability to learn quickly, stay highly organized, and approach challenges with strong problem-solving skills. I am results-driven with a sharp eye for detail, and I thrive both independently and as part of a team. I take pride in motivating those around me and maintaining the discipline needed to consistently meet deadlines. My diverse work experience has equipped me with a broad skill set suitable for managerial roles across various functions. I am a loyal, honest professional who believes in delivering the same high standard of service to clients that I would expect myself. My goal is always to provide accurate information and outstanding service, ensuring that clients maintain a strong, positive perception of the company I represent.

Overview

21
21
years of professional experience
4016
4016
years of post-secondary education

Work History

Client Service Team Leader

EssentialMED
04.2018 - Current
  • Led a team of 8 consultants, ensuring consistent performance in line with SLA timeframes and quality standards.
  • Fostered a positive and high-performing team environment by motivating staff, setting clear goals, and providing regular coaching and feedback to support professional development and drive results.
  • Monitored all member communications (phone, email, website chat) to maintain professionalism and responsiveness.
  • Reduced client response times with streamlined processes that enabled faster resolution of queries.
  • Maintained and updated team Standard Operating Procedures (SOPs) to reflect current processes and best practices.
  • Conducted quality assurance of member data and oversaw timely activation of policies on the internal system.
  • Ensured all member packs (including cards and documentation) were completed and dispatched via courier within the set deadlines.
  • Reported directly to the Chief Operating Officer (COO), providing regular updates on departmental performance and operational outcomes.
  • Generated and submitted daily and monthly operational performance reports directly to the COO.
  • Managed and resolved customer complaints, maintaining a comprehensive complaints register and responding to CMS and Ombud queries.
  • Oversaw debit order processing and accurate allocation of member payments.
  • Delivered product training to team members to ensure up-to-date knowledge and service consistency.
  • Entrusted with high-level access and security responsibilities, including company keys and alarm codes.
  • Managed and optimized internal processes to ensure efficient workflow and compliance with company procedures.
  • Organized staff functions and wellness initiatives to promote employee engagement and a positive workplace culture.

General Manager Operations

EssentialMED
01.2015 - 03.2018
  • Oversaw day-to-day operational functions across three core departments: Human Resources, Logistics, and Client Services.
  • Managed and optimized internal processes to ensure efficient workflow and compliance with company procedures.
  • Held responsibility for facility maintenance and general office management, ensuring smooth business operations.
  • Reported directly to the Chief Operating Officer (COO), providing regular updates on departmental performance and operational outcomes.
  • Entrusted with high-level access and security responsibilities, including company keys and alarm codes.
  • Administered payroll, coordinated employee events (e.g., year-end functions and birthdays), and supported executive operations by organizing and preparing for board meetings.

Manager Client Services

EssentialMED
01.2012 - 01.2014
  • Manage, coordinate, motivate and lead a team of eight employees.
  • The core of my daily tasks is to ensure that the client services team excels.
  • Excellent client services are at the core of business success, and thus I strive to be better every day.
  • Managed complaints, newsletters, general queries and all documentation that is sent to our clients after they applied.
  • Daily, weekly and monthly stats are kept up to date.
  • Maximized performance by monitoring daily activities and mentoring team members.

Client Services Consultant

EssentialMED
11.2009 - 01.2012
  • Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
  • Provided customers with information about company offerings and answered questions about features, costs, and delivery.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Care Agent

Directfin Solutions
01.2006 - 01.2008
  • Company Overview: (Call Centre)
  • Contacted client’s with regards to their payments and managed lapsed policies.
  • Confirmed all client’s details after a policy was sold to confirm that no errors are made when handed over to be captured.
  • (Call Centre)

Confirmation Agent

Directfin Solutions
01.2005 - 01.2006
  • Company Overview: (Call Centre)
  • Informed clients of policies and procedures.
  • Ensure that all personal information are loaded correctly.

Metropolitan Life Data Capturer

Directfin Solutions
01.2004 - 01.2005
  • Company Overview: (Call Centre)
  • Entered client information into databases quickly and with minimal errors.

Education

Matriculated -

Bellville High School
Bellville, South Africa

Certificate Achieved - Representative Level 5 (RE5)

Moonstone

First Aid Certified
Bellville, South Africa
07-2024

Protection of Personal Information ACT (POPI) 2023
Somerset West, South Africa
09-2023

Protection of Personal Information ACT (POPI) 2024
Somerset West, South Africa
09-2024

Skills

    Effective problem solving

    Team motivation

    Strong leadership

    Teamwork

    Customer service

    Decision-making

    Self motivation

    Quality assurance

    Maintaining client records

    Delegation and supervision

Key Characteristics

  • Self Motivating
  • Organised
  • Punctual
  • Honest
  • Neat
  • Loyal
  • High Attention to detail

Attachments

  • ID
  • Reference Letter from Essential Med

First Language

Afrikaans

Second Language

English

Personal Information

  • ID Number: 8503070126086
  • Dependents: 3
  • Gender: Female
  • Nationality: South African
  • Driving License: Code 8
  • Marital Status: Married

Timeline

Client Service Team Leader

EssentialMED
04.2018 - Current

General Manager Operations

EssentialMED
01.2015 - 03.2018

Manager Client Services

EssentialMED
01.2012 - 01.2014

Client Services Consultant

EssentialMED
11.2009 - 01.2012

Customer Care Agent

Directfin Solutions
01.2006 - 01.2008

Confirmation Agent

Directfin Solutions
01.2005 - 01.2006

Metropolitan Life Data Capturer

Directfin Solutions
01.2004 - 01.2005

Matriculated -

Bellville High School

Certificate Achieved - Representative Level 5 (RE5)

Moonstone

First Aid Certified

Protection of Personal Information ACT (POPI) 2023

Protection of Personal Information ACT (POPI) 2024

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Marilize AckermanTeam Leader Client Services