Rozanne Williams
Eden Park
Summary
Seasoned Customer Relations Specialist with a focus on fostering positive relationships with customers and resolving issues swiftly. Possess strong communication skills, adept at troubleshooting and problem-solving to ensure customer satisfaction. Previous roles have demonstrated success in improving customer experience, contributing to increased retention rates and positive brand image.
Overview
17
17
years of professional experience
Work History
Customer Relations Specialist - Business Insurance
Telesure Investment Holdings
Auto and General Park
01.2026 - Current
- Core Focus: Managing commercial client relationships, resolving high-level business insurance grievances, and fostering corporate retention.
Key Responsibilities:
VIP Client Management: Serve as the dedicated premium point of contact for VIP corporate clients, managing complex commercial portfolios and high-value business insurance relationships.
Dispute Resolution: Investigate, mediate, and resolve intricate business insurance complaints, disputes, and escalations from internal channels.
Retention & Renewals: Assist with policy renewals, analyzing corporate risks to maintain optimal account save rates.
Reporting & Administration: Compile specialized client reports and manage comprehensive administrative tasks vital to the smooth operations of the commercial portfolio.
Compliance & Standards: Ensure strict compliance with FAIS, commercial legislative standards, and tactical organizational policies during dispute and refund reviews.
Process Improvement: Partner with Business Managers and Operations Teams to identify process gaps, recommending enhancements to streamline the business insurance client journey.
Operations Consultant - Value Added Products Depar
Telesure Investment Holdings
Auto & General Park
12.2016 - 12.2025
- Managed partner and new business complaints, ensuring timely resolution to enhance client satisfaction.
- Collaborated with colleagues to respect diverse viewpoints and enhance team problem-solving.
- Resolving complaints from Internal Disputes and Ombudsmen.
- Investigation and processing of refunds.
- Processed and approved refund requests to enhance customer satisfaction.
- Managed back office administration for client services, handling amendments, refunds, and broker relations.
- Maintaining services, quality, and desired output within a specific functional process by ensuring compliance with tactical policies, procedures, and standards.
- Identified and recommended process improvements, contributing to operational efficiency.
- Executed various tasks and special projects to support operational needs.
- Provided ad-hoc assistance to other departments.
- Share knowledge on, and participate in the creation of new standards, control systems, and procedures to maintain service delivery.
- Share and transfer product, process, and system knowledge to colleagues.
- Assisting the Operations Manager with the compilation of performance reports for Senior Management review.
Administration Clerk
Pepkor Logistics
- Current
- Receiving of pods in the morning with hand over sheet with SP.
- Capture PODs on DTS that's not uploaded from PEP and ACK system or could not scan.
- Manually capture PODs for Dunns, Shoe City and John Craig.
- Manage and communicate the daily outstanding PODs the transport provider.
- Reconcile outstanding POD report daily.
- Reconcile scanning slip to store delivery note and follow up if differs.
- Reconciled outstanding POD report daily, maintaining accuracy and accountability in documentation.
- Complete stores not scanning report.
- Filing of PODs and Trip sheets in numerical order.
- Compile report for all manual captured pods for COD briefing time for deliveries (stores delivery times) Hand back all pod's to SP for scanning and filing.
- Report any deviation on pod with SP. Request audit count on all pods that have a problem on missing boxes.
- Sending daily SMSs to store regarding deliveries for next day deliveries.
- Sending mails to RM regarding deliveries the stores will receive on their next delivery.
- Monitored daily problems related to delivery issues.
- Executed filing tasks to organize documents systematically.
Filing Clerk
Home & Catering Supplies
02.2013 - 04.2013
- Temp Position
Au pair
OVC Au Pair Agency
12.2013 - 12.2015
- Participated in the Au Pair program for two years in the USA.
Reservations Consultant
Intercape Mainliner
06.2012 - 07.2012
- Booking Reservations.
- Providing quotes Client.
- Temp Position
Receptionist
M&D Specialized Fasteners
06.2009 - 06.2010
- Operated switchboard to direct incoming calls efficiently.
- Receiving & Invoicing of stock.
- Expedited data capture and processing to enhance inventory management.
- Performed filing and general administrative tasks to support office organization.
Education
Class of Business- Commercial Lines
Telesure Investment Holdings
Class of Business (Personal Lines)
Telesure Investment Holdings
RE5 Regulatory Examination
Moonstone
09.2019 - 09.2019
FAIS 150 Credits
Octomate Education
Galileo Reservations Course - Certificate
Galileo Travel Port
Airfares & Ticketing - Gold Certificate
Motheo FET College
Travel & Tourism - N6 (Subjects completed: Travel Office Procedures & Hotel Reception)
Motheo FET College
Travel & Tourism - N5 (Subjects completed: Travel Office Procedures, Travel Communications & Travel Services)
Motheo FET College
Travel & Tourism - N4 Certificate
Motheo FET College
Matric Certificate - Grade 12
Dinamika Secondary School
Skills
- Insurance policy analysis
- Policy analysis
- Business insurance compliance
- Customer service excellence
- Client relationship management
- Data analysis
- Decision making
- Planning and organization
- Problem-solving mindset
- Adaptability
- Initiative-taking individual
- Active listening
Personal Information
- Nationality: South African Citizen
- Driving License: Code 8
Languages
Afrikaans
First Language
English
Upper Intermediate
B2
References
Franchessca Kipling - Telesure Investment Holdings- Team Leader (Commercial lines)
011 489 4000
Crystal Beyers – Telesure Investment
Holdings (Value Added Products Department) - Team Leader.
crystalb@tihsa.co.za
011 489 4000 / 068 064 7695
Karin Dippenaar – Telesure
Investment Holdings
Business Manager
karind@tihsa.co.za
011 489 4000 / 072 434 3998
Cleopatra Ingle – Pepkor Logistics
Accounts Manager
011 977 0300 / 079 050 0241
Brad Bessey – Au Pair Program
Host Dad
+1 213 712 0789
Allison Buck – Au Pair Program
Host Mom
+1 757 817 3562
Johan Nel – Home & Catering
Supplies - Manager
011 908 3458
Herman Louw – Intercape Mainliner-Manager
051 447 1435
Mark Furnell – M&D.SpecializedFasteners
011 868 1172
Gerna Steenekamp – NWJ Jewelers
Manager
051 447 2362
Mr H Koloba – Motheo FET College
L H.O.D
051 447 3048/9
Mr D Bomber – Dinamika Second
Timeline
Customer Relations Specialist - Business Insurance
Telesure Investment Holdings
01.2026 - Current
RE5 Regulatory Examination
Moonstone
09.2019 - 09.2019
Operations Consultant - Value Added Products Depar
Telesure Investment Holdings
12.2016 - 12.2025
Au pair
OVC Au Pair Agency
12.2013 - 12.2015
Filing Clerk
Home & Catering Supplies
02.2013 - 04.2013
Reservations Consultant
Intercape Mainliner
06.2012 - 07.2012
Receptionist
M&D Specialized Fasteners
06.2009 - 06.2010
Administration Clerk
Pepkor Logistics
- Current
Class of Business- Commercial Lines
Telesure Investment Holdings
Class of Business (Personal Lines)
Telesure Investment Holdings
FAIS 150 Credits
Octomate Education
Galileo Reservations Course - Certificate
Galileo Travel Port
Airfares & Ticketing - Gold Certificate
Motheo FET College
Travel & Tourism - N6 (Subjects completed: Travel Office Procedures & Hotel Reception)
Motheo FET College
Travel & Tourism - N5 (Subjects completed: Travel Office Procedures, Travel Communications & Travel Services)
Motheo FET College
Travel & Tourism - N4 Certificate
Motheo FET College
Matric Certificate - Grade 12
Dinamika Secondary School