NOMPUMELELO NKOSI
CLAIMS ADMINISTRATOR
Johannesburg,Soweto
Summary
With a proven track record at Sopema (Bontle Ke Botho), I excel in claims auditing and processing, alongside exceptional customer service skills. My experience includes reducing claim processing times and enhancing client satisfaction, demonstrating strong teamwork and regulatory knowledge. Achievements include developing strategies that significantly improved efficiency and customer engagement.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Claims Administrator
Sopema (Bontle Ke Botho)
01.2024 - 09.2024
- Balanced workload effectively, prioritizing tasks to ensure timely completion of all claim-related responsibilities.
- Investigated, assessed, and adjusted claims in accordance with company rules and regulations.
- Conducted thorough investigations into potentially fraudulent claims, reducing company losses.
- Developed easy-to-understand reports for management, detailed reporting and performance indicators for the claims department.
- Negotiated settlements within approved authority limits to achieve fair outcomes for both customers and the company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate claim information.
- Achieved faster resolution times with proactive follow-ups on pending documentation from policyholders or providers.
- Reduced claim processing time by streamlining workflows and implementing efficient practices.
- Improved internal communication, effectively liaising between various departments to resolve issues.
Social Media Consultant
Sopema (Bontle Ke Botho)
01.2023 - 01.2024
- Monitored online conversations on company social media pages, WhatsApp, Facebook, Hello Peter, and company email, identifying opportunities for positive and constant engagement.
- Increased brand awareness by developing and implementing targeted social media strategies.
- Set individual and team goals for each month and worked hard to attain and exceed these milestones.
- Developed strong relationships with clients to expand reach and generate new leads.
- Streamlined internal processes related to content creation and approval, increasing team efficiency while maintaining high-quality output standards across the various departments.
- Represented company and brand while responding to social media inquiries.
- Monitored marketing campaign progress with web analytics
Sales & Client Services Consultant
Sopema (Bontle Ke Botho)
02.2021 - 01.2023
- Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
- Conducted regular check-ins with clients to assess progress and address any emerging challenges, ensuring ongoing support.
- Championed a positive team environment that fostered collaboration, increased productivity, and improved employee satisfaction within the Client Services department.
- Developed strong relationships with key stakeholders, fostering trust and loyalty among clients.
- Developed strategies to attract new business and maintain monthly sales targets.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Identified and resolved discrepancies and errors in customer accounts.
Client Services Consultant
Endless Marketing
06.2017 - 02.2020
- Responded to customer concerns with friendly, knowledgeable service and resolved issues quickly to deliver prompt service via live chat systems and email.
- Developed and maintained client relationships to increase loyalty and brand engagement.
- Enhanced client satisfaction by providing timely and accurate resolutions to inquiries and concerns.
- Conducted regular check-ins with clients to assess progress and address any emerging challenges, ensuring ongoing support.
- Met customer call guidelines for service level for handle time and productivity.
Sales Consultant
Clientele Life
09.2015 - 06.2017
- Listened to customer needs and desires to identify and recommend optimal products. Initiated and responded to telephone requests for information.
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon agreement of the policies.
- Conducted comprehensive product demonstrations for clients, resulting in increased understanding of features and benefits.
- Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings, applying knowledge gained to better serve customers.
- Worked to meet or exceed targets for funeral cover sales and specific product promotions.
Sales Consultant
Vodacom (Interactive Technologies)
06.2013 - 09.2014
- Provided sales and customer service assistance on inbound calls.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
- Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.
- Stayed knowledgeable on latest communication device innovations and technological advancements through continuous training.
Collections Agent
Nedbank
04.2012 - 11.2012
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements or balance in full.
- Worked in a call center environment, handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
Collection Customer Service Representative
Standard Bank of South Africa
09.2007 - 08.2011
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Collaborated with the billing department to resolve discrepancies in account balances and ensure accurate invoicing for customers.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Maintained accurate records of customer interactions, transactions, and comments in the CRM system for timely follow-up actions.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
- Mentored junior consultants in effective communication techniques, analytical skills development, and problem-solving methodologies.
Education
High School Diploma -
Malvern High School
Johannesburg 01.2000 - 12.2004
Skills
Microsoft Office
Teamwork and Collaboration
Customer Service and Communication
Phone and Email Etiquette
Claims Auditing and Processing
Regulatory knowledge
Microsoft Office
Timeline
Claims Administrator
Sopema (Bontle Ke Botho)
01.2024 - 09.2024
Social Media Consultant
Sopema (Bontle Ke Botho)
01.2023 - 01.2024
Sales & Client Services Consultant
Sopema (Bontle Ke Botho)
02.2021 - 01.2023
Client Services Consultant
Endless Marketing
06.2017 - 02.2020
Sales Consultant
Clientele Life
09.2015 - 06.2017
Sales Consultant
Vodacom (Interactive Technologies)
06.2013 - 09.2014
Collections Agent
Nedbank
04.2012 - 11.2012
Collection Customer Service Representative
Standard Bank of South Africa
09.2007 - 08.2011
High School Diploma -
Malvern High School
01.2000 - 12.2004
Similar Profiles
KELEBOGILE MOESIKELEBOGILE MOESI
Examinations Officer at Botho UniversityExaminations Officer at Botho University
ABEL MOTSUMIABEL MOTSUMI
International Business Management Senior Lecturer at Botho UniversityInternational Business Management Senior Lecturer at Botho University
Sridevi GangadharanSridevi Gangadharan
Lecturer, Health Information Management at Botho UniversityLecturer, Health Information Management at Botho University
Philisiwe MavusoPhilisiwe Mavuso
Merchandiser at HomemarkMerchandiser at Homemark
Carol DlaminiCarol Dlamini
Administrator at First National BankAdministrator at First National Bank