Olwethu Gunqwa
Midrand
Summary
Experienced manager with a proven track record in workflow optimisation, compliance oversight, and strategic planning. Skilled in Freshdesk management, issue resolution, and statistical analysis, with expertise in leading cross-branch operations and enhancing client experiences. Adept at project management, staff training, and risk assessment to drive process improvement and operational efficiency. Demonstrates exceptional leadership skills, teamwork, and customer relationship building while ensuring adherence to company policies. Committed to delivering outstanding customer service and fostering collaboration to achieve organisational goals.
Overview
10
10
years of professional experience
Work History
Freshdesk Manager
Liquidation Bonding Servises
02.2019 - Current
- Receiving all queries that have been emailed into Freshdesk by the internal staff and clients.
- Allocating all queries to relevant staff across all branches.
- Adding notes to the Freshdesk system on queries that have not been attended to and are overdue.
- Monitor, review, revise and improve the Freshdesk client experience by leading weekly conference calls to discuss current workflow and address emerging issues.
- Ensuring the correct and accurate keeping of statistics and supporting evidence in accordance with the company’s compliance policies.
- Weekly reports are compiled on employee queries for all 10 branches, and a summary report is distributed monthly to both management and employees.
- A more detailed, management-only report is also produced monthly, with quarterly meetings held to review progress on outstanding queries.
- Overseeing a quarterly project to resolve a backlog of old issues.
- Additionally, staff training is managed on product-related queries for all new products.
- Follow up on appointments list at the master’s office.
- Checking new appointments whether the file complies for a certificate to be issued.
- Attend creditors meetings.
- Lodge documents at the required office, post, meeting documents, requisitions 80Bis Endorsements Etc.
- Following up on query sheets and confirmations.
- Following up on Reductions, releases and destructions and where necessary pre-type.
- Collect Requisitions for clients from the Banks.
- Duties as a backup in admin include: Typing of bond related documents (Sureties, undertakings and endorsements); Capturing bond related information onto our inhouse IT system; Distribution of bond related documents to clients/insurers; Collecting mail (Post) and checking it to sort it accordingly; Sorting post, giving it to the relevant party along with Requisitions and other mail to lodge; Checking mail against control sheet; Distributing the Government Gazette; Distributing the appointments list/JM12; Attending creditors meetings.
- Manager & Compliance: Angelique Botha, Tel: (011) 885 6600/071 493 2278
Roxsure insurance Brokers
02.2017 - 02.2018
- Recovering from insured and uninsured third parties.
First Touch Communications (Pty) Ltd
02.2016 - 02.2017
- Responsible for the effective handling of claims.
- Register claims.
- Appoint loss adjuster/assessors.
- Negotiate settlements with adjusters/insurers.
- Liaise with Insurers.
- Rejection letters to clients.
- Provide technical guidance to clients where required.
- Handling of litigation matters.
- Report to Management: UW & Claims areas of concern.
- Information sharing within the company on large losses, statistics, trends and areas of concern.
- Management of third-party claims, recoveries and salvage.
- Administration of stolen and recovered vehicles.
- Dealing with third-party and third-party recoveries.
- Diarising payments and following up in cases of non-payment.
- General office administration and ad-hoc projects (filing / faxing / emailing etc.)
- Manager & Key Individual: Tegan Sham-Yiannakis, Tel: 079 197 0977
Education
Certificate of Higher Education - South African Insolvency Law (SARIPA)
Saripa
International2025
Key Individual in all Categories of FSPs - South African Insolvency Law (SARIPA)
RE1
2023
RE5 Regulatory Examination -
Re 5
2021
Short Term Insurance Qualification - Short Term Insurance
Inseta
Johannesburg2016
Grade 12 -
Ponelopele Oracle secondary
01.2011
Skills
- Communication
- Problem-solving
- Teamwork
- Time management
- adaptability
- Project management
- Staff training
- Claims processing
- Statistical analysis
- Freshdesk management
- Risk assessment
- Workflow optimization
- Data reporting
- Issue resolution
- Team collaboration
- Technical guidance
- Process improvement
- Compliance oversight
- Leadership skills
- Customer relationship building
- Operational support
- Department management
- Strategic planning
- Outstanding customer service
- General office administration
- Inspiring motivation
- Creative thinking
- Time-management
- Active listening
- Decision making
Languages
Zulu
Proficient
C2
English
Proficient
C2
Sotho
Intermediate
B1
IsiXhosa
Upper Intermediate
B2
References
- Angelique Botha, Manager & Compliance, 0118856600, 0714932278
- Tegan Sham-Yiannakis, Manager & Key Individual, 0791970977
Personal Information
ID Number: 9103165222087
Timeline
Freshdesk Manager
Liquidation Bonding Servises
02.2019 - Current
Roxsure insurance Brokers
02.2017 - 02.2018
First Touch Communications (Pty) Ltd
02.2016 - 02.2017
Certificate of Higher Education - South African Insolvency Law (SARIPA)
Saripa
Key Individual in all Categories of FSPs - South African Insolvency Law (SARIPA)
RE1
RE5 Regulatory Examination -
Re 5
Short Term Insurance Qualification - Short Term Insurance
Inseta
Grade 12 -
Ponelopele Oracle secondary