Michael Romanov
Client Services And Retention Manager
Centurion
Summary
I have developed exceptional communication and problem-solving skills in client-focused environment. I have demonstrated ability to manage client relations and streamline processes, ensuring high levels of satisfaction. Ready to apply strong organizational and customer service skills to new challenges.
I offer 19 year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
19
19
years of professional experience
2000
2000
years of post-secondary education
2
2
Languages
Work History
Client Services & Retention Manager
OUTsurance Life
10.2019 - Current
- Ensuring that departmental and organizational targets are obtained
- Monitoring and improving overall lapse ratios
- Service levels
- Product and procedure enhancements and development
- Client Relations
- Pre-underwriting selection
- Coordinating departmental budgets and staffing
- Ensuring compliance in accordance to the regulatory bodies
- Liaising with external stake holders
- Recruitment
- Disciplinary processes
- Presenting daily, monthly and quarterly performance reports
- Reason for leaving: Current
Namibia Client Services & Retention Team Manager
OUTsurance
03.2017 - 10.2019
- Ensuring that departmental and organisational Retention and Client Care targets are achieved
- Maintaining the YOUI South Africa Book
- Coaching and development of staff members
- Recruitment
- Disciplinary sanctions
- Presenting daily, monthly and quarterly performance reports
- Reason for leaving: Department moved outside SA borders
Life Retention Team Manager
OUTsurance
10.2019 - 02.2021
- Ensuring that departmental and organisational Retention targets are achieved
- Coaching and development of staff members
- Recruitment
- Disciplinary sanctions
- Presenting daily, monthly and quarterly performance reports
- Reason for leaving: Promotion
Commercial Retention Consultant
OUTsurance
05.2016 - 03.2017
- Retaining of clientele
- Handling of complaints
- Advanced negotiation and convincing skills
- Extensive product knowledge
- Extensive market related products and competitor knowledge
- Reason for leaving: Promoted to Team Manager
Retention Team Manager
King Price Insurance
05.2014 - 01.2016
- Retention Advisor for one month and was then promoted to Retention Team Manager
- Ensuring that departmental and organisational Retention targets are achieved
- Coaching and development of staff members
- Recruitment
- Dealing with client as well as Ombudsman complaints
- Disciplinary sanctions
- Presenting of daily, monthly and quarterly performance reports
- Assisted in reporting at OPSCO level for the departmental bi-annual performance report
- Assisted in overall departmental budget and target settings per annum
- Initiating a leadership program to enable staff in enriching their knowledge regarding general management and leadership principles
- Top Retention Team Manager for 16 consecutive months (October 2014 to January 2016)
- Reason for leaving: Career Advancement
Retention Team Manager
OUTsurance
05.2011 - 04.2014
- Ensuring that departmental and organisational Retention targets are achieved
- Coaching and development of staff members
- Recruitment
- Disciplinary sanctions
- Dealing with client as well as Ombudsman complaints
- Presenting daily, monthly and quarterly performance reports
- The Performance Based Salary committee is a forum where salary adjustments or disputes are presented, debated and resolved
- Co-ordinated a leadership program to enable staff in enriching their knowledge regarding general management and leadership practices
- Top overall Retention Team Manager for the year of 2013
- Reason for leaving: Better financial prospects
Client Care Team Manager
OUTsurance
03.2008 - 04.2011
- Ensuring that departmental and organisational Retention targets are achieved
- Coaching and development of staff members
- Recruitment
- Disciplinary sanctions
- Presenting daily, monthly and quarterly performance reports
- The Performance Based Salary committee is a forum where salary adjustments or disputes are presented and resolved
- Reason for leaving: Moved departments
Retention Consultant
OUTsurance
02.2006 - 02.2008
- Retaining of clientele
- Handling of complaints
- Advanced negotiation and convincing skills
- Extensive product knowledge
- Extensive market related products and competitor knowledge
- Performance incentive winner (Top 5% performance companywide) 2006
- Performance incentive winner (Top 5% performance companywide) 2007
- Reason for leaving: Promoted to Team Manager
Education
Grade 12 -
Witbank Technical High School
RE 5 Financial Representative - undefined
Financial Planning Institute of South Africa (FPI)
Foundational Management Program(FMP) - undefined
Gordon Institute of Business Science, University of Pretoria
RE 1 Key Individual in Category l, Il, 'A, Ill & IV - undefined
Moonstone
NQ5 Generic Management - undefined
FAISIT
Skills
- Excel
- Word
- PowerPoint
- Outlook
- Presence
- Symposium
- MIS Reporting
Customer feedback analysis
Key performance indicators
Staff management
Organizational development
Labor relations
Compliance
Ethnicity
White
Personal Information
- Notice Period: One month
- Date of Birth: 12/31/82
- Gender: Male
- Nationality: South African
Timeline
Client Services & Retention Manager
OUTsurance Life
10.2019 - Current
Life Retention Team Manager
OUTsurance
10.2019 - 02.2021
Namibia Client Services & Retention Team Manager
OUTsurance
03.2017 - 10.2019
Commercial Retention Consultant
OUTsurance
05.2016 - 03.2017
Retention Team Manager
King Price Insurance
05.2014 - 01.2016
Retention Team Manager
OUTsurance
05.2011 - 04.2014
Client Care Team Manager
OUTsurance
03.2008 - 04.2011
Retention Consultant
OUTsurance
02.2006 - 02.2008
RE 5 Financial Representative - undefined
Financial Planning Institute of South Africa (FPI)
Foundational Management Program(FMP) - undefined
Gordon Institute of Business Science, University of Pretoria
RE 1 Key Individual in Category l, Il, 'A, Ill & IV - undefined
Moonstone
NQ5 Generic Management - undefined
FAISIT
Grade 12 -
Witbank Technical High School
Similar Profiles
Delisile Lenah HlatshiwayoDelisile Lenah Hlatshiwayo
Customer Service Representative at Outsurance (Hastings Direct)Customer Service Representative at Outsurance (Hastings Direct)
Bonolo MOILOABonolo MOILOA
Operations Manager : Retentions/Renewals at OUTsuranceOperations Manager : Retentions/Renewals at OUTsurance
Siyakha DOLONGASiyakha DOLONGA
Team Leader at OUTsuranceTeam Leader at OUTsurance