PRAISE SPHIWE Khumalo-Ngara
Claims And Complaints Supervisor
Centurion
Summary
Dynamic professional with strong interpersonal skills and exceptional organizational abilities, dedicated to driving customer satisfaction and enhancing the overall customer experience. Committed to achieving organizational goals and contributing to company success. Proven track record of fostering positive relationships and delivering results in fast-paced environments. Eager to leverage expertise in a collaborative setting that values innovation and excellence.
Overview
15
15
years of professional experience
Work History
Claims and Complaints Supervisor
SANRAL (ELECTRONIC TOLL COLLECTION)
04.2021 - 10.2025
- Implement measures and monitor end to end customer service solutions for all Road users on identified tolling networks via queries received. Ensure staff meet customer needs in a responsive and efficient manner. Manage the availability of the operators, and systems according to the required KPIs and procedures/processes in order to service Road User with claims and complaints. Ensure management of all KPI’s and avoid audit findings. Host daily team talk sessions. Follow up on escalated cases and other dependencies. Manage scheduling of operators. Update the scripts templates and work instructions, get approval of documents with higher management. Ensure professional image is maintained when responding to customers at all times. Allocate cases daily in the operator’s bucket. Monitor productivity and quality of the Operators on a daily basis, set up improvement actions and measure customer service operators’ achievement of performance objectives. Manage Quality Control and ensure required results in line with the Quality benchmark. Adhere to company frameworks. Manage and conclude Audit findings. Manage system changes, system testing of application affecting CSBO and process changes for QA submission and approval. Manage and monitor time, leave, productivity and quality management reports. Compile and submit hourly, daily weekly & monthly departmental reports.
- Successfully led and managed a team of 20+ customer service staff, consistently achieving and exceeding KPI and service-level targets
- System Used: Customer Relationship Management (CRM), eNaTIS, Address Management and Account Management.
- Reduced customer case turnaround time by 25% by improving workflow management and queue prioritization.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive report with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Supervisors second in charge (2IC)
SANRAL (ELECTRONIC TOLL COLLECTION)
04.2019 - 03.2021
- Allocate cases to operators daily, monitor productivity, attendance, time management and quality for all operators. Supervise and ensure timeous service delivery. Manage all Out Of KPI cases, monitor all the cases in the relevant queues and follow up on all escalations. Provide assistance to operators on difficult cases and support the team. Conduct coaching sessions on a weekly bases and put up an improvement plan of action. Host team talks on a daily bases. Work on Scripts, Processes, Work Arounds and Work Instructions. Attend to email and respond timeously. Assess quality daily and capture it on the QA tool. Submit hourly, daily, weekly and monthly reports. Attend testing with systems to provide operations input. Attend departmental meetings. Log calls for system issues, follow up and escalate to dependencies.
Claims and Complaints Operator
SANRAL (ELECTRONIC TOLL COLLECTION)
07.2014 - 03.2019
- Provide road users with exceptional customer service. Investigate, process, navigate the system and resolve daily cases from road users within 5 days and ensure that all queries and complaints are addressed before they fall Out of KPI. Provide a root cause analysis on all cases. Call clients to further investigate their queries and to maintain good customer service. Solving all kind of cases including: account enquiries, payments, invoice disputes and redirections, account reconciliation, product knowledge, statements and invoices etc. Report to my supervisor on all work processed, strive to reach target daily, maintain good quality scores and escalate any difficulties for a speedy resolution. Log calls for systems issues and follow the company rules, processes, work instructions and regulations.
- System Used: Customer Relationship Management (CRM), eNaTIS, Address Management and Account Management.
Representation and Nomination Operator
SANRAL (ELECTRONIC TOLL COLLECTION)
07.2013 - 12.2013
- Review representation and nomination application forms on the system. Validate the information the customers provided with the information on eNaTIS. Investigate using all internal systems and processes. Conclude after investigation whether the disputes are valid or not. If they are valid, write off the transactions and if they are not valid, decline the dispute then inform the customer of the outcome.
- Systems used: Account Management, Address Management, eNaTIS and Customer Relationship Management (CRM).
Violation Processing Centre (VPC) Operator
SANRAL (ELECTRONIC TOLL COLLECTION)
11.2012 - 06.2013
- Manually validate transactions that are received from the road side system (RSS). The validation includes, but is not limited to, the verification of vehicle number plates as well as the class of vehicles. Verify all the invoices and statements that will be issued out to customers. Write off transactions which cannot be verified. Manually capture vehicle license numbers which the system couldn’t validate.
- Systems used: Account Management, Address Management, eNaTIS, Transaction Evidence Management (TEM) and Customer Relationship Management (CRM).
Office Administrator
GOLDEN PLATINUM MINERAL TRAINING SERVICES
11.2011 - 05.2012
- Administrate and facilitate the orientation day. Prepare the schools schedules and time tables. Register all students onto the training institutions system/ data base. Manage the filing room and ensure that the study material arrives on time and that all students receive their study material timeously. Work with facilitators, moderators and assessors regarding the students’ progress and results. Prepare testimonials for students who trained with us. Organize company events including team buildings and graduation ceremonies. Prepare accommodation for all students who came from other provinces and ensure that the booking is made on time and paid before the check in date.
Receptionist, Secretary and Director’s PA
GOLDEN PLATINUM MINERAL TRAINING SERVICES
03.2011 - 10.2011
- Manage the front desk (reception), answer, screen and forward all incoming calls. Assist incoming clients and provide them with the information required or direct them to the relevant person. Perform all clerical and secretarial duties in the office. Keep calendars updated and schedule meetings. Make all travel arrangements and book accommodation in advance. Receive and sort the daily mail. Manage the petty cash. Attend meetings on behalf of the director when required.
Call Centre Consultant
GOLDEN PLATINUM MINERAL TRAINING SERVICES
11.2010 - 02.2011
- Provide potential students with more information regarding the training center, courses provided and assist with registrations. Receive incoming calls from students and solve queries and complaints over the phone.
Education
Bachelor of Commence in Business Management - Economics IA, Elementary Financial Accounting and reporting, Business Management IA, General Management, Quantitative Modelling I, Economics IB, Financial Management, Contemporary Management Issues
University of South Africa (UNISA)
Pretoria, South Africa06-2026
Project Management Certificate - Principles, Practices and Schedules
University of Pretoria
Pretoria, South Africa12-2025
Higher Certificate in Economics and Management Sciences - Business Management IA, Commercial Law IA, Sustainability And Greed
University of South Africa (UNISA)
Pretoria, South Africa01-2020
Customer Journey Skills Programme Certificate - Comply with organizational ethics, Achieve personal effectiveness in business environment, Use the writing process to compose texts required in the business environment, Display cultural awareness in dealing with customers and colleagues
Mind The Gap
Johannesburg, South Africa01-2019
Management Assistant NQF Level 4 - Computer Practice, Office Practice, Communication & Information Processing
Brooklyn City College
Pretoria, South Africa01-2011
Call Centre Management Certificate - Communication skills, Interview skills, Inbound & Outbound call management, Microsoft office (Outlook, Access, Word, Excel), Typing skills, Email etiquette
Odyssey College
Pretoria, South Africa06-2010
Matric Certificate -
KGOMOTSO COMPREHENSIVE HIGH SCHOOL GRADE12
Pretoria, South Africa 04.2001 -
Skills
Staff management
Operations management
Strategic planning
Schedule development
Data analytics
Decision-making
Customer service
Employee motivation
Team building
Training and mentoring
Analytical thinking
Complex Problem-solving
Timeline
Claims and Complaints Supervisor
SANRAL (ELECTRONIC TOLL COLLECTION)
04.2021 - 10.2025
Supervisors second in charge (2IC)
SANRAL (ELECTRONIC TOLL COLLECTION)
04.2019 - 03.2021
Claims and Complaints Operator
SANRAL (ELECTRONIC TOLL COLLECTION)
07.2014 - 03.2019
Representation and Nomination Operator
SANRAL (ELECTRONIC TOLL COLLECTION)
07.2013 - 12.2013
Violation Processing Centre (VPC) Operator
SANRAL (ELECTRONIC TOLL COLLECTION)
11.2012 - 06.2013
Office Administrator
GOLDEN PLATINUM MINERAL TRAINING SERVICES
11.2011 - 05.2012
Receptionist, Secretary and Director’s PA
GOLDEN PLATINUM MINERAL TRAINING SERVICES
03.2011 - 10.2011
Call Centre Consultant
GOLDEN PLATINUM MINERAL TRAINING SERVICES
11.2010 - 02.2011
Matric Certificate -
KGOMOTSO COMPREHENSIVE HIGH SCHOOL GRADE12
04.2001 -
Bachelor of Commence in Business Management - Economics IA, Elementary Financial Accounting and reporting, Business Management IA, General Management, Quantitative Modelling I, Economics IB, Financial Management, Contemporary Management Issues
University of South Africa (UNISA)
Project Management Certificate - Principles, Practices and Schedules
University of Pretoria
Higher Certificate in Economics and Management Sciences - Business Management IA, Commercial Law IA, Sustainability And Greed
University of South Africa (UNISA)
Customer Journey Skills Programme Certificate - Comply with organizational ethics, Achieve personal effectiveness in business environment, Use the writing process to compose texts required in the business environment, Display cultural awareness in dealing with customers and colleagues
Mind The Gap
Management Assistant NQF Level 4 - Computer Practice, Office Practice, Communication & Information Processing
Brooklyn City College
Call Centre Management Certificate - Communication skills, Interview skills, Inbound & Outbound call management, Microsoft office (Outlook, Access, Word, Excel), Typing skills, Email etiquette
Odyssey College