- English
- Zulu
- Sotho
- Tswana
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, WCCurr
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
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