Peter Rankhathali
Johannesburg
Summary
Results-driven Call Centre Agent, Team Leader, and Manager with extensive experience in collections, customer service, claims, quality assurance, retention, sales, fraud resolution, and banking administration. Proven ability to lead teams, drive targets, and deliver exceptional service in fast-paced environments. Self-motivated Call Centre Professional with a strong background in Customer Service, Claims Management, and Team Leadership. Delivered high standards of operational excellence through effective coaching, conflict resolution, and performance management. Focused on driving team success and fostering a culture of accountability and excellence.
Overview
20
20
years of professional experience
Work History
Release Manager
First Assist
05.2024 - 04.2026
- Managed release department reports and timelines to meet client expectations.
- Assisting with email escalations from staff and providing support within the release department.
- Internal management reporting to present progress within the department.
- Provided monthly, weekly, and daily reports to staff, management, and clients.
- Negotiation reports to determine cost savings within the release department.
- Internal reporting to measure staff productivity daily and targets are being achieved.
- Staff coaching, training and development.
- Drive performance management throughout the year.
- Provide training and development to ensure succession.
- Contribute to developing an enabling culture, and high staff retention through mentoring.
- Managing the flow of requests and making sure there is capacity within the department.
- Maintain/update and implement internal controls and procedures.
- Ensure that all payments are accompanied by properly approved and correct documentation.
- Ensure unwarranted invoices are properly negotiated to our rates.
- Ensure the cheque requisitions loaded for payment are for legitimate expenses and that invoices adhere to all standards.
- Assist debtors and creditors with queries.
- Complexity for decision making: Operational Monitoring cases, TM, and agent’s workflow Cases within and out SLA agreement.
- Ensure communication runs smoothly between legal and our client and step in to obviate any delays.
- Facilitate the legal process from the beginning to the end.
- Communicate with legal team on queries and escalation.
- Handling legal queries by email and telephone from clients (Insurance and their client).
- Signing of affidavit for court applications.
- Contribute to the Management and development of Human Resources.
- With assistance from the customer service manager and HR, participate in the recruitment of competent, high-performance staff.
- Attended SPO meetings to update on department performance and suggested improvements.
- Manage conflict and handle disciplines with the assistance of HR.
- Ensured timely and accurate payments, addressing queries, disputes, and discrepancies to contribute to budgeted profit.
- Manage conflict and handle disciplines with the assistance of HR.
Claim Specialist
Old Mutual Insure
03.2023 - 04.2024
- Register, administer and validate claims within a predetermined turnaround time (TAT).
- Process payments to clients and providers within predetermined turnaround time (TAT).
- Resolved issues by applying specific terms, exclusions and conditions to policies.
- Identify whether a policy is in force and the next steps in processing a claim notification.
- Reviewed policy conditions to distinguish standard from non-standard exclusions
- Identifies potential nondisclosures and misrepresentation and follows organizational procedures to deal with these situations.
- Meeting clients to get better understanding of the incident and validate accordingly.
- Resolve written and/or telephonic queries from brokers, clients, franchises and providers.
- Built and maintained relationships with brokers, franchises and providers to facilitate smoother claims processing.
- Provide feedback to relevant stakeholders regarding claims and queries.
- Gathered and processed data to prepare accurate reports and models for stakeholder review.
- Submit daily, weekly and monthly reports to management, franchises and brokers.
- Works with stakeholders to understand basic reporting requirements.
- Understands relevant data sets and systems.
- Demonstrate sound knowledge of competitors' comparable products and services and their pricing.
- Explain why a range of everyday situations would not be covered by a policy (e.g. due to an underwriting loading or exclusion).
- Able to explain why a range of everyday situations would not be covered by a policy (e.g. due to an underwriting loading or exclusion).
- Checking completion and correctness of documents and policy conditions.
- (Motor and Commercial claims)
Claim Specialist
Discovery Insure
06.2022 - 04.2022
- Managing claims from registration to finalization and providing proactive feedback to client and broker.
- Register, administer and validate claims within a predetermined turnaround time (TAT).
- Met clients to gain insight into incidents and validate claims effectively.
- Resolve written and/or telephonic queries from brokers, clients, franchises and providers.
- Provided timely feedback to stakeholders on claims and queries to facilitate resolution.
- Reviewed documents for accuracy and compliance with policy conditions.
- Determined the need for specialist investigations on claims and adhered to organizational policies for appointments.
- Follow guidelines for referral of claims to stakeholders (e.g. early identification of large losses for underwriters and co-insurers).
- Managed intricate claims for high-profile clients and brokers, ensuring thorough attention to detail.
- Pre-Conduct fundamental analysis on best practices and provide recommendations to decision makers and prepare accurate reports to satisfy risk reporting requirements, with relevant interpretation of analyses for business users.
Business Excellence
Accenture South Africa
Johannesburg , 2001
04.2016 - 05.2017
- Build and deliver Maturity/Delivery Excellence training and coaching on business excellence principles.
- Facilitated process improvement and supported business owners in enhancing process performance through analysis, expertise, and employee input in project environments.
- Build and deliver Maturity/Delivery Excellence training and coaching on business excellence principles.
- Support the development and implementation of a formal management review of Key Performance/Operating results, and train and coach all.
- Provide support/input to weekly and/or monthly Key Performance Indicator (KPI) reports and review meetings.
- Implement strategic quality direction into operational guidelines and practices.
- Communicate to key management stakeholders on salient quality issues and business opportunities.
- Recommend and help implement strategies and actions to mitigate risks/solve issues.
- Document key recommendations in the project coaching and action plan.
- Recommend and help implement strategies and actions to mitigate risks/solve issues.
- (Business Excellence)
Team Leader
Edcon Financial Services
Johannesburg , 2001
03.2006 - 04.2017
- Led a team of 22 agents (consultants) in development initiatives.
- Motivated team members through positive reinforcement and support.
- Evaluate productivity of each member on a daily and weekly basis.
- Manage absenteeism and ensure punctuality of team members.
- Manage, coordinate, analyse and identify the risks to minimise the service gaps and with the aim of achieving the agreed service levels.
- Perform SLA management, monitoring and review.
- Taking corrective action on out of line situation (Disciplinary Action).
- Weekly update meeting with agents on performance trends and new developments in the business.
- Providing weekly and monthly report via PowerPoint presentation to top management regarding performance of a team.
- Developed ideas that enhanced business performance and increased staff motivation.
- Supported management in implementing and ensuring adherence to engagement management methodologies and regulations.
- Provide input into the budgeting process and plan, drive the achievement of the targeted revenue as well as monitoring/controlling the budget to ensure that the expenditure is within the approved budget.
- Capturing overtime and managing staff incentives.
- Performing HR duties regarding selection and hiring of staff and CCMA cases.
- Handling customers queries that agents or stores are unable to resolve and providing feedback to customer telephonically and by email.
Education
Health & Safety Specialist
Absolute Health Services
01-2026
Certificate - Business Communication and Mechanics
Milpark Business School
01-2021
Certificate - Data analysis
UCT University of Cape town
01-2021
Computer Technician Certificate -
PC Training College
01-2006
National Diploma - Computer Clerk
Boston Business College
01-2005
Matric Certificate -
Ithabiseng Commercial School
01-2004
Field and Desktop assessor
Discovery Insure
Certificate - Chain Management
Diploma - Risk Management
Certificate - Business analysis and process management
Diploma - Business Management
Diploma -
Skills
- Release Coordination
- Project Management
- Data Analysis
- Risk Management
- Change Management
- Stakeholder Engagement
- Project Communication
- Microsoft Office
- Excel
- PowerPoint
- Customer Service
- Customer Complaint Management
- Customer Service Principles
- Compliance Knowledge
- Financial Oversight
- Risk Assessment
- Data Protection
- Analytical Thinking
- Problem Solving
- Prioritization
- Organisation
- Team Leadership
- Team Development
- Team Collaboration
- Performance Focus
- Initiative
- Attention to Detail
- Stress Management
- Resilience
- Stress Tolerance
- Disciplined
- Quick Learner
- Integrity
- Innovation
- Creativity
- Active Listening
- People Management
- Financial Oversight
- Customer Centricity
Projects
- Coming up ideas on how to improve performance and non-monetary incentives.
- Starting of legal process in towing industry.
References
- Jane Smith-Howell, Department Manager, 011 498 9499 / 076 924 1593
- Musa Motautona, Accenture South Africa Department Manager, 0893 1909 / 076 9241 949
- Maureen Tshikalaka, Discovery Manager, 011 529 0239 / 071 553 3887
- Dineo Mguni, Discovery Insure Team Leader, 011 529 0239 / 078
Timeline
Release Manager
First Assist
05.2024 - 04.2026
Claim Specialist
Old Mutual Insure
03.2023 - 04.2024
Claim Specialist
Discovery Insure
06.2022 - 04.2022
Business Excellence
Accenture South Africa
04.2016 - 05.2017
Team Leader
Edcon Financial Services
03.2006 - 04.2017
Health & Safety Specialist
Absolute Health Services
Certificate - Business Communication and Mechanics
Milpark Business School
Certificate - Data analysis
UCT University of Cape town
Computer Technician Certificate -
PC Training College
National Diploma - Computer Clerk
Boston Business College
Matric Certificate -
Ithabiseng Commercial School
Field and Desktop assessor
Discovery Insure