Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nkateko Hlanyisi

Insurance Risk And Compliance Coordinator; Product Specifit Trainer/ Facilitator
Soweto

Summary

Experienced client care consultant skilled in sales lead conversion and account management. Proficient in complaint management and resolution, ensuring fair treatment of customers through exceptional communication abilities. Demonstrated dedication to lead follow-up and capitalizing on emerging opportunities. High-achieving agent with expertise in marketing, sales, and operations. Consistently consults with customers, building strong relationships and driving increased sales conversion. Facilitates skills development, trains staff, and provides solutions based on QA and compliance evaluations. Seeking full-time opportunities to utilize gained experience and further challenge myself as I continue to grow and establish my presence in the industry.

Overview

17
17
years of professional experience
2003
2003
years of post-secondary education

Work History

Insurance Risk and Compliance Coordinator and Product Specific Trainer/Facilitator

Tracker Connect
05.2024 - Current
  • Determine risk and training needs; Product training and on boarding of new employees, Conduct refresher training sessions, design and set up product knowledge assessments, Conduct coaching sessions, Standard Operating Process review and design.
  • Manage the QA compliance assessment process by notifying staff and management of any risk that arise, Investigate and escalate risk identified, Verify compliance on calls and written correspondence and set up instantaneous compliance assessments, Liaise with external compliance partner regarding compliance and non- compliance.
  • Manage the customer surveying process, Capture complaints, monitoring and actioning of trend, Engage and provide direction and guidance to supervisors and managers throughout the business. Standard Operations Procedures reviews, Identify and communicate trends that have been identified through data analysis.
  • Implementing new processes to proactively minimize, manage, and correct identified risks, Provide ongoing guidance and support for contact centre staff regarding financial services products.
  • Insurance Compliance in monitoring compliance requirements in relation to Insurance regulation and relevant legislative matters.

Sales/Marketing consultant and administrator/Skills Development Facilitator

Tlhari Travel & Tours
07.2013 - Current
  • Selling and marketing Tlhari Travel Vacation Packages and recommend venues and packages that meet the demands of the customer.
  • Providing customer quotations and trip planning from start to finish (accommodation, airfare, and itinerary).
  • Attend provincial tourism and travel workshops.
  • Facilitate company skill development (grant applications/SETA registrations) and suggest company training interventions.

Client Liaison

Tracker Connect
11.2022 - 05.2024
  • Liaise with the national sales team, dealerships, fitment centres for outstanding information required to convert a lead to a contract.
  • Provide solutions to the partners and key accounts managers when deviations from agreed processes and service level agreements are identified.
  • Handle complaints, queries, escalations and provide feedback, ensure that all deadlines and targets are met.
  • Provide systems training to external users and set up system access.

Customer Experience Administrator

Tracker Connect
09.2018 - 10.2022
  • Gathering data for both internal and external customers and coordinating with clients, administering leads that require follow-up.
  • Quality management - the process of making sure that the company's established procedures (SLAs and TATs) are followed, thereby guaranteeing that clients receive high-quality services.
  • Knowledge and skill output- ensuring that knowledge and skills learned are transferred to new team members by guiding them through both the fundamentals and the more complex use of customer relations management systems.
  • Providing management with feedback to check whether new recruits are ready to go live post evaluating new recruits.

Financial Planner

Sanlam
09.2016 - 08.2018
  • Prioritize and process customer requests submitted by telephone, email, live chat and instant message.
  • Long term insurance, pre- and post-retirement planning. Establish relationships and develop the business. Identify client’s investment needs, risk tolerance and profile.
  • Make a written recommendation based on client needs. Provide ongoing sound financial planning advice to retain clients.
  • Established and maintained highly effective relations with clients and industry partners to drive growth. Translated customer needs into solution requirements using powerful value propositions and negotiated skills.

Financial Advisor & Team Leader

Old Mutual
10.2008 - 07.2015
  • Coach and counsel sales team, assisting with individual selling efforts and helping sales agents reach targets.
  • Lead account planning strategy sessions aimed at retaining and acquiring customers and increasing business opportunities.
  • Conduct team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
  • Maintain ethical and positive working environment to reduce turnover and promote high retention rates.
  • Facilitating training sessions for financial advisors to prepare them for Regulatory Examination and long-term insurance assessments( long term insurance).

Education

Matric -

Langlaagte High School

NQF 4 Certificate - Long Term Insurance

Milpark Business School

NQF 5 Certificate - Wealth Management

Sanlam Training Academy

NQF 6 Certificate - Advanced Project Management

Unisa

NQF 5 Certificate - Education, training and development practises

Meyiswa Training Academy

Intermediate PowerPoint - undefined

Blazing Moon

Advanced PowerPoint - undefined

Blazing Moon

Skills

Sales management skills and phone etiquette

Building and maintaining client relationships

Network and Collaboration with various stakeholders to meet business /project objectives

Client relationship management

Efficient communication and time management skills

Collaborative and adaptable

Results-driven mindset

Great interpersonal and observation skills

Demonstrates flexibility in changing environments

Facilitation of TFS training

Accomplishments

  • Advanced PowerPoint, Blazing Moon, 01/01/25
  • Intermediate PowerPoint, Blazing Moon, 01/01/24
  • NQF 4 Communication skills, Blazing Moon, 01/01/24
  • NQF 5 Education, training and development practises, Meyiswa Training Academy, 01/01/23
  • NQF 6 Advanced Project Management Certificate, Unisa, 01/01/21
  • NQF 5 Wealth Management Certificate, Sanlam Training Academy, 01/01/19
  • NQF 4 Certificate in Long Term Insurance, Milpark Business School, 01/01/13
  • RE5 for representatives, 01/01/11
  • C1 Driver’s license, 01/01/08
  • Matric completed, Langlaagte High School, 01/01/03

Timeline

Insurance Risk and Compliance Coordinator and Product Specific Trainer/Facilitator

Tracker Connect
05.2024 - Current

Client Liaison

Tracker Connect
11.2022 - 05.2024

Customer Experience Administrator

Tracker Connect
09.2018 - 10.2022

Financial Planner

Sanlam
09.2016 - 08.2018

Sales/Marketing consultant and administrator/Skills Development Facilitator

Tlhari Travel & Tours
07.2013 - Current

Financial Advisor & Team Leader

Old Mutual
10.2008 - 07.2015

NQF 4 Certificate - Long Term Insurance

Milpark Business School

NQF 5 Certificate - Wealth Management

Sanlam Training Academy

NQF 6 Certificate - Advanced Project Management

Unisa

NQF 5 Certificate - Education, training and development practises

Meyiswa Training Academy

Intermediate PowerPoint - undefined

Blazing Moon

Advanced PowerPoint - undefined

Blazing Moon

Matric -

Langlaagte High School

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Nkateko HlanyisiInsurance Risk And Compliance Coordinator; Product Specifit Trainer/ Facilitator