Shirley Kgasi
Johannesburg
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
8
8
years of professional experience
Work History
Claims Representative
UIF-Learnership
Randburg
05.2024 - 04.2025
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.
- Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Investigated and resolved complex claims, ensuring adherence to policy guidelines and regulatory compliance.
- Reduced claim resolution times with thorough documentation and timely follow-up.
- Implemented customer feedback system to identify areas for improvement in claims process.
- Generated, posted and attached information to claim files.
- Checked documentation for accuracy and validity on updated systems.
- Modified, updated and processed existing policies.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
Store Associate
Smart Kitchen CO
Revonia
02.2023 - 10.2023
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Increased customer satisfaction by providing efficient and friendly service while handling transactions.
- Worked closely with fellow associates to create a positive work environment, fostering teamwork and mutual support.
- Resolved customer inquiries and issues promptly, demonstrating excellent communication skills.
- Provided exceptional customer service by actively engaging with shoppers and offering assistance as needed.
- Assisted with inventory management, ensuring accurate counts and proper storage of products.
- Helped maintain optimal stock levels through consistent communication with management about inventory needs and discrepancies leading to fewer out-of-stock situations.
- Resolved customer complaints with empathy and professionalism, restoring confidence in store services.
- Utilized product knowledge to offer alternatives when specific items were out of stock, maintaining potential sales.
- Trained new associates in customer service protocols, enhancing team efficiency and consistency.
- Assisted in receiving stock and organizing storeroom, streamlining product accessibility for restocking.
- Managed inventory to keep shelves well-stocked and organized, contributing to seamless shopping experience.
- Participated in weekly team meetings to discuss targets and strategies, fostering collaborative work environment.
- Enhanced overall efficiency by streamlining e-commerce processes and implementing automation tools.
- Managed a team of e-commerce professionals to execute strategic initiatives, resulting in increased efficiency and productivity.
- Streamlined e-commerce operations by managing product inventory levels, updating product listings, and ensuring seamless order processing.
- Enhanced e-commerce revenue by implementing strategic marketing campaigns and optimizing website performance.
- Improved overall customer satisfaction by streamlining e-commerce operations and optimizing order fulfillment processes.
- Trained internal staff members on various aspects of e-commerce, fostering a culture of continuous learning and improvement within the organization.
- Conducted comprehensive market research, incorporating industry trends into innovative e-commerce development approaches.
- Launched online presence through social media channels or e-commerce platforms that increased visibility while reaching a broader audience base.
Customer Service Representative
Merchant's BPO USA-Comcast
Parktown
01.2022 - 12.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Worked flexible hours across night, weekend, and holiday shifts.
- Provided technical support during software installation and configuration.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Researched and resolved discrepancies and complex technical accounting issues.
- Provided technical support for environmental permit applications.
- Assisted customers with technical support inquiries.
Administrative Assistant & Data Analyst
Schneider Electric - Learnership
Midrand, South Africa
01.2020 - 12.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Implemented new CRM system to track client interactions, improving response times and client satisfaction.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
- Increased client satisfaction by implementing streamlined processes for account management.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Used statistical methods to analyze data and generate useful business reports.
- Developed and maintained data pipelines for seamless flow of information, ensuring timely availability for decision-making.
- Supported marketing strategies by providing detailed customer segmentation analysis.
- Created dashboards to monitor and track key performance indicators.
Assistant Data Capturer
Lulaway-Internship
Johannesburg, South Africa
01.2019 - 12.2019
- Managed and organized documents for data entry tasks.
- Followed data entry protocols, rules and regulations.
- Scanned documents and saved in database to keep records of essential organizational information.
- Corrected data entry errors to prevent duplication or data degradation.
- Created spreadsheets for more efficient recordkeeping.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Analyzed current data records to provide detailed reports.
- Assisted with developing data entry processes.
- Developed and implemented data entry operations.
- Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
Call Center Representative
Clientele
Johannesburg, South Africa
05.2017 - 11.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
High School Diploma -
Advanced Assessment
Randburg 12.2021
High School Diploma - Matric
Westbury Secondary School
Johannesburg 12.2016
Skills
- Microsoft office
- Insurance claims review
- Claims investigation
- Time management
- Decision-making
- Interpersonal communication
- Conflict resolution
- Customer service
- Attention to detail
- Active listening
- Critical thinking
- Records management
Languages
Afrikaans
Advanced (C1)
English
Advanced (C1)
Additional Information
Volunteering - Schneider Electric
2 Months 2021 - Packing Masks
1Month 2021 - Planting Vegetables for underprivileged families at an NGO.
Timeline
Claims Representative
UIF-Learnership
05.2024 - 04.2025
Store Associate
Smart Kitchen CO
02.2023 - 10.2023
Customer Service Representative
Merchant's BPO USA-Comcast
01.2022 - 12.2022
Administrative Assistant & Data Analyst
Schneider Electric - Learnership
01.2020 - 12.2021
Assistant Data Capturer
Lulaway-Internship
01.2019 - 12.2019
Call Center Representative
Clientele
05.2017 - 11.2017
High School Diploma -
Advanced Assessment
High School Diploma - Matric
Westbury Secondary School