Patricia Pake Lekalakala

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Retaining clients that want to cancel their policies, turn them into saved policies, upsell benefits and reselling benefits to the client.
• Reinstating lapsed policies through cold calling. Assisting client with unpaid premiums,offer more affordable cover.
• Assisting client with annual premiums reviews.
• Making policy and Wills amendments through emails, calls and walk in clients.
• Data Capturing and leaving comprehensive notes on the systems.

My last salary with Capital Legacy was R31 900 on average.

• Evaluated client needs and expectations, establishing clear goals for each client
• Offering a different strategies for each client to keep them on the books if they want to cancel
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
• Handled escalated calls efficiently, finding satisfactory resolution for both customer and the business.
• Made my service personal to each client so that they feel valued
• Assisted with reviews, on the annual increases, retain clients that want to cancel.
• Resold other benefits to client by looking at their portfolio or profiles.
• Assisted with premium reduction where needed looking at the risk surrounding the client.
• Reinstated lapsed policies to active policies.
• I developed a strong product knowledge to provide informed recommendations based on individual customers needs.
• I managed approximately 40 incoming calls and emails.