Ntsoaki Mlangeni

Work History

4-Sure Technologies

11.2022 - Current

Managing activities for the call center, customer service, Training new personnel. Managing team performance, SLA and AR, Coaching, complaints. Maintenance of scheduling for team members. Conducting performance appraisals. Engagement of service providers and sales assistance offering support, information training, guidance and on-boarding. Provider weekly stats and performance to management.
Manages the implementation of the right processes and practices across the organization in the operations environment to service the needs across clients.
Formulating strategy and improving performance
Oversee high-level HR duties, such as attracting talent and setting training standards and hiring procedures.
Analyze and improve organizational processes, and work to improve quality.
Ensuring professional relations exist with customers, service providers, reporting and informational needs are met.
Attends and participates in meetings assigned and keeps management well informed of activities and significant problems.

4-Sure Technologies Solution

03.2020 - 10.2022

Enhanced customer satisfaction by efficiently addressing and resolving support issues.
Responsible for activities for the Call Center and ensuring customer service objectives are well supported. Oversees the training of new personnel. Ensures professional relations exist with customers and reporting and informational needs are met.
Manages all the incoming demanding to our operations
Established best practices in customer communication, resulting in clearer expectations and increased satisfaction levels.
Formulating daily strategy and improving performance
Responsible for actioning all assigned activities for the Call
Center and ensuring business objectives are well supported.
2. Applying organizational processes, and work to improve quality.
3. Ensures professional relations exist with customers, service
providers, reporting and informational needs are met.

Europ Assistance

07.2009 - 03.2020

Attending to drafting, typing & sending ordinary referrals, merit referrals, disclaimers, standard legal documentation, panel invitations, policy cancellation and RD letters
Scanning, typing, faxing, filing
Review incoming correspondence and direct to the appropriate team member
Policy printing
Processing of payment of attorney account, banking and following up on payments
Compilation of weekly statistics
Fill in for other team members to ensure business continuity during peak periods and/or when team members are unavailable
Reporting and escalate ICT related issues as and when necessary
I have also worked with various legal insurance policies such as Edcon, Hollard, Zurich and Regent Legal Plans.
Industry Experience: Legal Call Centre, Claims and Policy Administration

Europ Assistance

02.2008 - 06.2009

General administration and filing of legal cost insurance claims within the time periods specified
Drawing, filings and archiving open and closed files, thorough knowledge of various standard operating procedures
Posting, Filing, Faxing, and Typing
Store completed documents in appropriate locations
Compile, sort and verify the accuracy of data before it is entered
Locate and correct data entry errors, or report them to supervisors
Industry Experience: Insurance, Administration

Europ Assistance

06.2008 - 01.2009

Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation.
Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes.
Retaining sales marked as non-protocol and Upselling to client base
Explain products or services and prices, and answer questions from customers.
Obtain customer information such as name, address, and payment method, and enter orders into computers.
Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
Adjust sales scripts to better target the needs and interests of specific individuals.
Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
Maintain records of contacts, accounts, and orders.
Conduct client or market surveys in order to obtain information about potential customers.
Industry Experience: Telemarketing Sales Representative