Summary
Overview
Work History
Education
Skills
Languages
Custom Section
References
Timeline
Generic

Rini Mzwakhe

Gugulethu

Summary

I am an ambitious part-time business management diploma student who is aiming to build a career in operations and team leadership, with a focus on improving on efficiency, driving performance and contributing to organizational growth.

Overview

2026
2026
years of professional experience

Work History

Senior Client Engagement Specialist

Metropolitan Life
12.2025 - Current
  • To serve as a specialist within the Contact Centre, responsible for managing workflow distribution, ensuring SLA adherence across broker and info mailboxes, and provide expert product advice across all Console product lines.
  • Managing complex and technical functions, interrogate processes, challenge the status quo, and identify opportunities to continuously improve efficiency, client service, and operational delivery.

Contact Centre Team Leader

Metropolitan Life
06.2022 - 11.2025
  • Actively manage a team 11 service consultants
  • To ensure effective capacity management of available resources to achieve higher operational efficiencies.
  • Processing process as well as give input into strategic initiatives.
  • Monitor and manage the adherence to the service level agreements for customer service transactions processed within agreed timelines.
  • Plan, lead, organize and control the team’s execution of client requests, concerns, and queries.
  • Achievement of required audit scores and VOC.
  • Act as an escalation point to the team in addressing and resolving client queries.
  • Ensure team’s adherence to correct procedure and protocol when following up on and attending to queries.
  • Review the completeness and quality of documentation to support the claims and service process.
  • Analyze the Client Service processes and identify opportunities for improvements; implement improvements within the team.
  • Identify and report process and system failures and enhancements to improve client experience.
  • Update and maintain relevant standard operating procedures within the Contact Centre, to ensure the maintenance of quality and consistency in service delivery and client experience.
  • Ensure effective administration.
  • Implement corrective action.
  • Assist with identified projects.
  • Coaching and mentoring of staff.

Customer service Administrator and Senior Consultant

Metropolitan Life
01.2012 - 05.2022
  • Taking ownership of queries and ensuring they are resolved timorously and effectively.
  • Providing effective, efficient and professional service to all our customers and offices, both telephonically and through written correspondence.
  • Handling of urgent complex enquiries and requests received telephonically and via fax/ email.
  • Providing first time resolution on enquiries.
  • Ensuring customer service level agreements are met and adhered to.
  • Assessing and Processing Death claims
  • Maintaining a high level of administrative processing.
  • Being a 2nd in command in the absence of the Line Manager

Admin Consultant

Metropolitan Life
05.2008 - 12.2011
  • Administration includes: Analysis & Managing Stats
  • Business Letter Writing
  • Responding to client requests via email
  • Dealing with escalated calls and general queries
  • Servicing more than one clientele i.e. Brokers, Individual Life Clients and Independent Representatives
  • Updating bank account details, changing bank details, cheque cancellations
  • Assisting policyholders with partial surrenders, full surrenders and loans
  • Confirming values with brokers, and financial institutions
  • Drafting letters, brokers notes, e-mails and forwarding information to the clients, institutions
  • Linking policies
  • Updating details on companies in-house system
  • Cancelling and lodging stop orders
  • Update identity numbers; admit spouse and children to policies
  • Assisting with registration of ceded policies
  • Administer premium refunds
  • Client service Queries
  • Administer income tax certificates to the annuitants
  • Knowledge of endowment (saving plans), as well as group schemes, credit life policies, as well as knowledge of home service policies, sold and underwritten by Metropolitan Life
  • Cancellations of policies
  • Drafting letters and sending to clients and/or institutions via fax, email or post
  • Refunding of premiums
  • Data Capturing
  • Changing and acknowledging bank debit order changes
  • Linking of policies
  • Provide policy information to clients, banks and brokers
  • Internal and external client liaison
  • Ensure that magtape runs are affected monthly on credit life policies

Soi Consultant

Metropolitan Life
08.2007 - 04.2008
  • Taking calls advising customers on Documents needed for certain claim making
  • Funds are paid timorously

Sales Agent

Platinum Africa
06.2006 - 12.2006
  • Selling Prepaid and Contract packs

ACM Controller

Grand West Casino
12.2000 - 05.2006
  • Balancing & reconciling ACM’s Investigating & Finding shortages/ overages of machines
  • Giving weekly reports to the head of department
  • Handling and completing administration tasks for the auditors
  • Coming with for ideas the machines to be more Accurate

Agent

Legal wise
  • Selling Legal Wise Products

Cashier

Grand West Casino
  • Loading funds on customer’s accounts
  • Cashing winner’s cheques

ACM Cashier

Grand West Casino
  • Loading cash on machines, Empting & counting Cash from machines
  • Handing daily reports to the Acm controller

Education

Business Management Diploma - Business

Boston City Campus
Bellville, WC
Curr

Grade 12 - Xhosa, English, Geography, Biology, History, Afrikaans

Fezeka S.S.S
01.1999

Skills

  • Customer relationship management
  • Workflow distribution
  • Service level adherence
  • Team leadership
  • Client engagement
  • Administrative efficiency
  • Coaching staff
  • Escalation management
  • Business process improvement
  • Influential leadership
  • Customer service excellence
  • Decision making
  • Active listening
  • Results oriented approach

Languages

  • English
  • Zulu
  • Sotho
  • Tswana

Custom Section

Excellent

References

  • Mrs. Melenie Adams, Cash desk Manager, Grand West Cashiering, 073 226 4077
  • Mrs Denise Wilks, Metropolitan Contact centre Team Leader, Metropolitan Life, 021-917 3900, 0783966982
  • Azola Hermanus, Head of Contact Centre, 021-917-3900, 0835956145

Timeline

Senior Client Engagement Specialist

Metropolitan Life
12.2025 - Current

Contact Centre Team Leader

Metropolitan Life
06.2022 - 11.2025

Customer service Administrator and Senior Consultant

Metropolitan Life
01.2012 - 05.2022

Admin Consultant

Metropolitan Life
05.2008 - 12.2011

Soi Consultant

Metropolitan Life
08.2007 - 04.2008

Sales Agent

Platinum Africa
06.2006 - 12.2006

ACM Controller

Grand West Casino
12.2000 - 05.2006

Agent

Legal wise

Cashier

Grand West Casino

ACM Cashier

Grand West Casino

Business Management Diploma - Business

Boston City Campus

Grade 12 - Xhosa, English, Geography, Biology, History, Afrikaans

Fezeka S.S.S
Rini Mzwakhe