Portia Msimango

Company Overview: Complaints Department OMI

• Reduce recurring complaints of the same nature month on month
• Relationship Building
• Ensure that all complaints are handled in line with the OMI complaints framework
• Building and maintaining relationships with internal/external stakeholders
• Ensure reporting timelines are met and deliver quality reports to the business areas
• Respond professionally and effectively to all incoming correspondence telephone/written or emails related to complaints and deal with them in accordance with agreed complaints handling procedures and Service Level agreements
• Facilitate and maintain an effective TCF (Treating Customer Fairly) & Market conduct approach to the handling of complaints
• Escalate complaints to different specialist areas
• Facilitate complaints resolution meetings involving all relevant parties and using a root cause analysis approach
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery
• (Continuous Improvement by collaborating with the Customer Success Managers)
• Prepare formal responses to customer complaints
• Support the direction of spend on Windscreen claims
• Meet and exceed customer expectations
• Takes full accountability for work and and has a sense of urgency to resolve issues when they arise
• Meet agreed and exceed set targets
• Punctual and productive
• Displays supports for FNOL and broader business Initiatives and makes positive contribution
• Any additional responsibility
• Complaints Department, OMI
• Managed workload effectively by prioritizing tasks according to deadlines while maintaining attention to detail in all aspects of the assessment process.
• Achieved high levels of compliance through regular audits of exemption applications and adherence to established guidelines for qualification determination.
• Produced reports with detailed valuations.
• Maintained up-to-date knowledge of industry best practices, attending professional conferences and participating in ongoing training opportunities.
• Developed expertise in specialized areas such as agricultural or industrial properties by staying informed about specific market trends affecting these sectors.
• Achieved timely completion of assessment reports, prioritizing tasks based on urgency and complexity.
• Strengthened team efficiency, introducing peer-review system for quality control in assessments.

• Company Overview: FNOL Department, OMI
• FNOL Department
• Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
• Boosted client retention rates by providing exceptional customer service and building rapport with callers.
• Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
• Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
• Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
• Collaborated with team members to share best practices, resulting in improved overall department performance.
• Resolved customer issues promptly, ensuring satisfaction and loyalty.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Investigated and resolved customer inquiries and complaints quickly.