Nomthandazo Ngwenya

• Interacted with customers to identify needs and provide tailored service regarding optional benefits, limitations and exclusions.
• Resolved complaints through calm communication and effective problem-solving.
• Resolved customer queries and problems using effective communication and providing step-by-step solutions by assisting with the Prime mobile applications.
• Achieved service time and quality targets.
• Communicate claim outcomes, claim updates.
• Registered new claims in the company’s claims management system
• Follow up on claim supporting documents, i.e.. claim forms, Natis documents, settlement quotes etc
• Follow up on excess payment.
• Managed client accounts by collecting unpaid premiums and modifying debit orders.

• Tracked performance metrics including quality, case reviews, and targets to assess team effectiveness
• Managed the Operation and admin
• Problem solving - intervene on certain issues to ensure client satisfaction
• Processed quality checks every 10 days, compiled reports and scorecards, and communicated feedback to subordinates for continuous improvement
• Ordered cases for subordinates to streamline workflow
• Ensure subordinates are logged in and ready to work
• Check screens - Ensure subordinates have enough work for the day
• Send the 3 day list - Cases that have gone 3 days without status
• Work the 3 day list based on feedback received - Status or No status
• Intervene on cases that are dragging - No status
• Intervene on cases with CM updates
• Assessed cases to determine necessary follow-up actions
• Ensure good quality is maintained through update and staff is proactive

• GRV all manufactured stock according to job specifications
• Captured supplier invoices into Pastel using GRV to ensure accurate record-keeping
• Liaised with Accounts regarding supplier invoices, focusing on resolving outstanding issues
• Exited role because of insufficient professional development options

• Manage Consultants diaries - making bookings for consulting/ edit or cancelling bookings
• Managed administrative tasks to streamline team operations and support overall efficiency.
• Process invoices - received from Consultants or purchases using Sage Evolution
• Executed follow-up on accounts receivables, ensuring timely invoicing and statement delivery to clients.
• Create proposals to clients new and existing. Send & Follow Up
• Reason for leaving: Company restructuring

• Selling publication packages to clients
• Engaged with clients to streamline rebooking process for advertisements, fostering ongoing business relationships
• Assisted clients via telephone, fax, or email in booking adverts, ensuring timely placements
• Designed and styled ads to meet client specifications and enhance visual appeal
• Providing quotes on different newspapers under Independent Newspapers
• Reason for leaving: Wanted a change in career direction

• Delivered exceptional customer service by resolving queries and concerns effectively
• Assisting clients with RICA, airtime and information
• Promptly followed up on handsets booked for repairs, ensuring timely customer updates
• Sold cellphone packages for new lines and upgrades, enhancing customer choices
• Departed due to shop closure

• Addressed customer service queries regarding claims, facilitating smooth claims processing.
• Resolved queries related to warranties and payments, ensuring clear communication and timely assistance.
• Conducted outbound calls to offer clients extended warranties, enhancing client satisfaction and retention.
• Arranging Service Bookings for clients in different Dealerships
• Updating personal details i.e. addresses, vehicles, telephone numbers etc.
• Prepare weekly reports to Line Manager
• Updating the Company Alias database
• Exited the organisation as a result of departmental restructuring.

• Assisting clients with Personal Loans applications over the telephone [Scoring]
• Provided clients with accurate information regarding loan applications to support informed decision-making.
• Facilitated loan sales by collaborating with clients in response to targeted marketing efforts.
• Liaise with back office on the status and outcome of the application
• Reason for leaving: Looking for new challenges at work

Engaged with customers to understand needs and deliver tailored service.

• Resolved customer complaints swiftly, transforming negative experiences into positive outcomes and escalating unresolved issues to Market Conduct Department.
• Managed client accounts, addressing inquiries and resolving issues to improve customer satisfaction.
• Followed up on customer interactions to provide further support with the Prime App
• Facilitated clients in managing their debit orders, ensuring accurate updates.
• Achieved service time and quality targets.
• Actively listened to customers to fully understand requests and address concerns.
• Prepared a range of written communications, documents and reports.