Phumla Nkosi
Centurion
Summary
Results-driven professional with expertise in driving customer satisfaction and retention, leveraging CRM software proficiency and strong communication skills at OUTsurance. Achievements include enhanced team capabilities and improved client relations through analytical planning and creative solutions, leading to significant advancements in service quality. Committed to continuous professional development with a focus on project management to support organisational growth.
Overview
10
10
years of professional experience
Work History
Retentions Agent
OUTsurance
Centurion
11.2019 - Current
- Company Overview: Providing awesome service to our policyholders at Hastings Direct, based in the United Kingdom.
- Acting team lead when the team leader is off duty and performing team lead duties.
- Providing awesome service to our policyholders at Hastings Direct (based in the United Kingdom).
- Servicing customers' insurance policies.
- Retaining our existing customers.
- Educating customers on our products.
- Assisting customers with their needs as per their request and updating their accounts.
- Assisting customers with paying their accounts, and managing and navigating their apps.
- I have used different systems that are required by our ever-changing working environment, as per customer needs and requirements of the business.
- Multi-skilled in the different services and products that Hastings Direct offers.
- Providing awesome service to our policyholders at Hastings Direct (based in the United Kingdom).
- Deliver a can-do attitude to challenges and problems, taking responsibility for delivering solutions.
- I ensure that I meet customers' fair and reasonable expectations, and provide fair outcomes.
- Question and challenge peers and managers where processes and procedures do not meet these expectations, and any activity that does not place customers' interests at the heart of how we do business.
- Ensure I complete any regulatory e-learnings as per requirement to ensure updated knowledge.
- I ensure all work is carried out to a high level of accuracy, in line with our company quality and compliance standards.
- Ensure that I demonstrate the levels of competence required to fulfill job requirements.
- Pay attention to detail.
- Listening skills, and the ability to be open to learning new things and processes, as I work in a very fast-paced and diverse working environment.
- Negotiated contracts and terms, securing favorable outcomes for clients.
- Led training sessions for junior agents to enhance team capabilities.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Participated in ongoing training programs related to job duties or responsibilities.
- Actively participated in developing strategies for improving customer relations.
- Reported regularly to senior management on client activity and business development progress.
- Enhanced customer satisfaction ratings by effectively and swiftly resolving issues.
- Attended team meetings regularly to discuss updates on products, services and policies changes.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Provided daily direction and guidance to team members in Sales Operations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Evaluated data from surveys to determine customer satisfaction levels.
- Coached team members on best practices for achieving success in their roles.
Sales Consultant
First Na1onal Bank
Johannesburg
08.2014 - 09.2018
- Sales on FNB Connect cellphone contracts.
- Upgrades
- Customer Retentions
- Acquisition and payment cycles.
- Profiling customers
- Cross-selling FNB products.
- Assisting customers with payments and invoices.
- Authorising payments for merchants online
- Assisting customers with loans and loan applications.
- Assisting customers on smart block.
- Data capturing.
- Educating customers on their accounts.
- Selling life policies.
- Cross-selling FNB banking products.
- Good analytical and planning skills.
- Good accuracy and attention to detail.
- Excellent problem analysis.
- Excellent judgment according to the situation.
- Good listening skills.
- Analyzed customer needs and preferences to recommend appropriate products.
- Boosted client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
Education
BBA - Project Management
Regenesys Business College
South Africa11.2024
Matric Grade12 -
Basa Tutorial Ins1tute
Johannesburg01.2017
Health And Safety Management -
University Of south Africa
01.2016
Skills
- Good analytical and planning skills
- Detail-Oriented Accuracy
- Strong Problem Analysis
- Contextual Decision-Making
- Effective Communication Skills
- Client relationship building
- Creative solutions
- Feedback collection
- Retention strategies
- CRM software proficiency
- Quality assurance
- Escalation handling
- Quality controls
- Team management
- Reporting skills
- Coaching and mentoring
Accomplishments
- Overall Performer
- Coached numerous new colleagues on process and product
- Highest Retentions agent
- Great Quality score
- Good attendance
- Qualified for our YATS Programme (young aspiring team leaders) to be trained as next leader
- Appointed as second in charge 3 times with different teams in the past years
- Working from home for a year
Traininganddevelopment
Trainer, 3 months, Taught colleagues Hastings Direct products and how to use the products Hastings has to offer.
Career Overview
- Retentions Agent, Outsurance (Hastings Direct), Centurion, Gauteng, 11/01/19, Present, Providing awesome service to our Policy Holders at Hastings Direct (based in the United Kingdom), Servicing customer's insurance policies, Retaining our existing customers, Educating customers on our products, Assisting customers with their needs as per their request and updating their accounts, Assisting customers with paying their accounts and managing and navigating their Apps, Using different systems required by our ever-changing working environment as per customer needs and requirements of the business, Multi-skilled on different services and products Hastings Direct offers
- Sales Consultant, First National Bank, Johannesburg, Gauteng, 08/01/14, 09/30/18, Sales on FNB Connect cellphone contracts and upgrades, Customer Retentions, Acquisition and payment cycles, Profiling customers, Cross selling FNB products, Assisting customers with payments and invoices, Authorising payments for merchants online, Assisting customers with loans and loan applications, Data capturing, Educating customers on their accounts, Selling life policies, Cross selling FNB banking products
Affiliations
- reading
- Engaged in legal analysis through law documentaries and television series for fun
- gym
Timeline
Retentions Agent
OUTsurance
11.2019 - Current
Sales Consultant
First Na1onal Bank
08.2014 - 09.2018
BBA - Project Management
Regenesys Business College
Matric Grade12 -
Basa Tutorial Ins1tute
Health And Safety Management -
University Of south Africa
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