Nompumelelo Jaca
Customer Service
Kempton Park
Summary
Detail-oriented and customer-focused professional with over 15 years of experience in client management, policy administration, and customer service across various sectors, including insurance and logistics. Proven track record of effectively handling client inquiries, processing requests, and maintaining accurate records in systems such as TIA and AS400. Seeking a challenging position that leverages my strong organizational skills, expertise in customer relationship management, and commitment to enhancing customer satisfaction while contributing to the success of a dynamic team.
Overview
27
27
years of professional experience
3
3
Languages
Work History
Customer Advisor
Old Mutual IWYZE
12.2017 - 02.2023
- Provided comprehensive support to clients by addressing their inquiries and assisting them with claims processing and policy selections.
- Processed policy changes, renewals, and cancellations while ensuring compliance with company policies and maintaining accurate records of client interactions.
- Captured and updated client policies, tracker information and inspection certificates on the TIA system.
- Assisted clients with general queries, arranged refund requests, and prepared STI quotations.
Retentions Administrator
Telesure Group Services
03.2015 - 11.2017
- Received and processed debit order switching request spreadsheets from various banks to update customer policies accordingly.
- Handled walk-in customers by addressing their inquiries face-to-face and providing information on policy options and retention strategies.
- Updated vehicle inspection certificates on the AS400 system for customer policies to ensure compliance with safety standards.
- Conducted follow-up communications with customers to encourage policy renewals and address any concerns that may affect retention.
- Monitored and analyzed retention metrics to identify trends and develop strategies aimed at minimizing customer attrition.
Contact Centre Consultant
Telesure Group Services
11.2010 - 02.2015
- Updated client policies and client tracker data in the AS400 system to ensure accurate records and compliance with company standards.
- Assisted clients with general inquiries, provided product information, and generated quotations tailored to their needs.
- Processed and arranged refund requests for clients, ensuring timely and accurate resolution of financial matters.
- Conducted outbound calls to clients on recorded lines to facilitate policy amendments and gather necessary information.
- Communicated effectively via email to address client queries, providing prompt and knowledgeable responses to enhance customer satisfaction.
Customer Service Dept. Clerk
Triton Express
11.2006 - 10.2010
- Managed third-party deliveries and collections by addressing queries and updating the daily outstanding Proof of Delivery (POD) reports.
- Debriefed outstanding PODs and collections by entering data from delivery and collection sheets into the system.
- Resolved issues related to third-party deliveries and collections through effective follow-ups and problem-solving.
- Captured POD details of delivered waybills and prepared client support services, including generating quotations by processing freight data.
- Investigated and resolved freight-related queries using waybill and discrepancy reports, collaborating with other branches regarding consignments and client needs.
- Administered operational procedures by preparing collection and delivery sheets, authorizing driver numbers, and maintaining driver stationery.
- Compiled productivity reports for collections and deliveries while monitoring and reporting on waybills awaiting PODs or deliveries.
- Managed waybill notes in the freight ware system and oversaw the sending and tracking of cargo tracers, ensuring prompt follow-up on responses received.
Receptionist (Fixed-Term Contract)
Gillmich Business Forms
06.2005 - 04.2006
- Managed the company's switchboard, effectively handling incoming calls and transferring them to the appropriate departments or personnel to ensure seamless communication.
- Maintained an organized filing system by categorizing and filing documents alphabetically both in physical folders and electronically to enhance accessibility and efficiency.
- Captured and processed Proof of Delivery (POD) documentation using the Lotus system for the Accounts department, ensuring accurate record-keeping and timely access to delivery information.
- Coordinated appointment scheduling and maintained calendars for staff, optimizing office workflow and time management.
- Provided administrative support, including data entry, generating reports, and assisting with various office tasks to ensure smooth daily operations.
Contracts Coordinator: Rates Administrator
Viamax Logistics (PTY) Ltd
04.2002 - 02.2005
- Initially joined as a Data Capturer to assist in tracking GMB maize cargo to neighboring countries, supporting a multi-million-dollar project while also aiding in the Accounts Department with filing tasks.
- Utilized SAP for tracking and tracing containers and wagons for customer requests, ensuring timely updates and communication.
- Handled container orders for Spoornet's cash customers, ensuring efficient processing and management.
- Facilitated the quoting process for rail and road services by using standard rates and calculating additional administration fees for accurate quotations.
- Planned and managed daily cargo operations, including tracking and tracing the movement of containers and bulk shipments, and ensuring all daily bookings were completed.
- Prepared detailed rate structures, including payment terms, insurance details, and applicable exchange rates.
- Organized and filed all contracts within an ISO system to maintain compliance and accessibility.
- Conducted weekly reconciliations, processed credit notes, and performed data capturing for Spoornet accounts to ensure accurate revenue tracking for the month.
- Discussed operational challenges such as futile trips and cancellations, and reported all non-recoverable costs incurred.
- Handled customer inquiries and provided quotations, communicated updates on en route containers, and managed calls from customers seeking container information.
- Assisted in managing over-border documents, including DA550 for customs clearing, F178 for payment verification, and commercial invoices, ensuring compliance for international shipments.
Secretary (Fixed-Term Contract)
Park Lane Clinic
07.1999 - 10.2000
- Organized and managed the doctor's schedule, coordinating both business and personal appointments to optimize time and efficiency.
- Handled the switchboard with professionalism, screening and transferring calls to the appropriate parties while ensuring clear communication.
- Filed and maintained patient information in the system in alphabetical order to ensure easy access and organization.
- Performed data capturing and daily registration of patients in the system, ensuring accurate records and streamlined patient flow.
Primary Health Care Worker
Prime Cure Medi-Clinic
01.1996 - 07.1999
- Operated the switchboard efficiently, screening and transferring calls as needed.
- Organized and filed patient information in the system alphabetically for easy retrieval and accuracy.
- Collected and recorded patients' vital signs, including blood pressure, weight, and temperature.
- Maintained cleanliness and hygiene of the healthcare facility to ensure a safe and welcoming environment.
- Conducted data capturing and daily registration of patients in the system, ensuring accurate record-keeping.
Education
NDip - Public Relations
Damelin Correspondence College
Short Term Insurance (STI) FAIS Credit
INSETA: Insurance Learning Academy
Johannesburg RE5 - Regulatory Exam
Financial Planning Institution of South Africa
Certificate - Customer Service Management
University of South Africa
National Certificate - Contact Centre Support NQF2
SARVAQ
Diploma - Entrepreneurship and Marketing
Business Management Training College of South Africa
Senior Certificate - undefined
Hope High School
Skills
Effective Communication Skills
Customer Service Expertise
Customer Liaison and Relationship Management
TIA system
Outlook
SAP
Freightware
AS400
MS Office Suite
Team player
Attention to detail
Telephone and Email Etiquette
Organizational skills
Time Management
Timeline
Customer Advisor
Old Mutual IWYZE
12.2017 - 02.2023
Retentions Administrator
Telesure Group Services
03.2015 - 11.2017
Contact Centre Consultant
Telesure Group Services
11.2010 - 02.2015
Customer Service Dept. Clerk
Triton Express
11.2006 - 10.2010
Receptionist (Fixed-Term Contract)
Gillmich Business Forms
06.2005 - 04.2006
Contracts Coordinator: Rates Administrator
Viamax Logistics (PTY) Ltd
04.2002 - 02.2005
Secretary (Fixed-Term Contract)
Park Lane Clinic
07.1999 - 10.2000
Primary Health Care Worker
Prime Cure Medi-Clinic
01.1996 - 07.1999
NDip - Public Relations
Damelin Correspondence College
Certificate - Customer Service Management
University of South Africa
National Certificate - Contact Centre Support NQF2
SARVAQ
Diploma - Entrepreneurship and Marketing
Business Management Training College of South Africa
Senior Certificate - undefined
Hope High School
Short Term Insurance (STI) FAIS Credit
INSETA: Insurance Learning Academy
RE5 - Regulatory Exam
Financial Planning Institution of South Africa