Summary
Overview
Work History
Education
Skills
Driverslicense
Personal Information
References
Accomplishments
Timeline
Generic

Sibongile Duma

Sales Advisor, Client Care Advisor And Client Liaison Officer
Vosloorus

Summary

I am a self-motivated, driven, and disciplined individual. I am hardworking and focused. I work well under pressure, and I can quickly adapt to a changing environment. I accept change with the mindset that change is the only constant in life. I strive to always to my maximum best and live with a positive attitude. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level sales, client care position. Ready to help team achieve company goals.

Overview

21
21
years of professional experience

Work History

MESSAGE CENTER ADVISOR

OUTSURANCE PTY LTD
01.2009 - 07.2009
  • Answering all calls diverted to the message center from the call center
  • Take messages from clients to refer to the relevant departments
  • Transfer calls from clients to requested departments.

PERSONAL ASSISTANT/LEARNERSHIP

FIRST RAND SHORT TERM INSURANCE ADMINISTRATION
01.2009 - 08.2009
  • Studying short term insurance
  • Group Leader
  • Volunteered at the message center.

CLIENT LIAISONS ADVISOR

OUTSURANCE PTY LTD
01.2022 - 07.2024
  • Liaising between all stake holders to address and investigate the complaint
  • Resolving complaints fairly and in the best interest of all involved stakeholders
  • Restore faith in the organization by effectively and timeously handling complaints
  • Identify trends to mitigate further and recurring complaints.
  • Built and maintained relationships with clients to provide ongoing support.
  • Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
  • Facilitated communication and collaboration between departments to help business function smoothly.
  • Anticipated responses and prepared clear and articulate answers.
  • Trained new and existing employees on customer service best practices to improve overall customer handling skills.
  • Promoted customer loyalty programs to increase customer retention and repeat purchases.

CLIENT CARE ADVISOR

OUTSURANCE PTY LTD
01.2020 - 03.2022
  • Answering incoming calls within 7 seconds
  • Attending to clients request to update policy
  • Reviewing clients premium upon their requests
  • Sending clients updated policy
  • Develop and maintain strong relationships with clients.
  • Interacted with team members across departments to research and resolve customer issues.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
  • Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.
  • Explained available products and services, demonstrated features and used persuasive communication strategies to redirect concerns.
  • Answered customer questions via telephone, email and live chat services.
  • Participated in regular team meetings to discuss strategies for enhancing overall client experience within the organization.
  • Maintained accurate records documenting client interactions, progress updates, completed tasks, or any other pertinent information that may be necessary to effectively manage ongoing relationships with clients.
  • Monitored performance metrics closely, striving for continuous improvement based on feedback from both peers and supervisors alike.
  • Established trust with clients through transparent communication about service offerings, pricing structures, timelines, or any other pertinent details related directly or indirectly influencing their decision-making process.
  • Finalized sales, processed payments and scheduled deliveries.
  • Built strong relationships with clients, consistently exceeding their expectations with quality service.
  • Proactively addressed potential client concerns, preventing escalated issues and maintaining a positive relationship.
  • Demonstrated empathy towards clients'' situations while maintaining professional boundaries and adhering to company policies.
  • Enhanced client satisfaction by providing exceptional support and timely resolutions to issues.
  • Liaised between internal departments to facilitate prompt resolution of complex cases, resulting in satisfied clients who appreciated the extra effort put forth on their behalf.
  • Provided comprehensive training to new team members, ensuring they were equipped with the knowledge and skills necessary for success in the role.
  • Streamlined client communication for better understanding of their needs and preferences.
  • Collaborated closely with team members to ensure seamless delivery of client services.
  • Identified potential areas of improvement in client care processes, implementing changes that resulted in increased efficiency and effectiveness.
  • Documented data and completed accurate updates to case records.

HOMELOANS SALES CONSULTANT

OUTSURANCE PTY LTD
04.2018 - 11.2020
  • Creating building insurance policies for new homeowners
  • Assessing clients' needs and furnishing them with tailor-made products to suit their needs.
  • Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Responded to telephone and in-person requests for information.
  • Provided sales and customer service assistance to walk-in traffic
  • Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
  • Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
  • Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings.
  • Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.
  • Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
  • Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
  • Improved sales by managing sales lifecycle from lead generation through contract negotiations and closings.
  • Nurtured leads through consistent follow-ups, ultimately converting prospects into satisfied customers.
  • Maximized customer retention by resolving issues quickly.
  • Generated increased sales revenue through effective lead generation and follow-up efforts.
  • Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
  • Conducted comprehensive product demonstrations for clients, resulting in increased understanding of features and benefits.
  • Facilitated smooth transactions by efficiently handling paperwork, processing payments, and addressing any concerns or questions from the client promptly.
  • Increased referral business by establishing a strong rapport with existing clients, leading to positive word-of-mouth recommendations and an expanded customer base.
  • Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
  • Provided valuable feedback to company leadership regarding client preferences, helping inform future product development initiatives.
  • Evaluated sales metrics to identify areas for improvement, implementing strategic changes to increase success rates.
  • Exceeded quota expectations consistently through diligent prospecting efforts and effective pipeline management techniques.
  • Achieved top performance by strategically adapting to rapidly changing, competitive environment.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Trained and mentored new sales representatives.
  • Generated new leads through networking and attending industry events.

CLIENT CARE ADVISOR

OUTSURANCE PTY LTD
08.2009 - 01.2018
  • Answering incoming calls within 7 seconds
  • Attending to clients request to update policy
  • Reviewing clients premium upon their requests
  • Sending clients updated policy
  • Develop and maintain strong relationships with clients.
  • Interacted with team members across departments to research and resolve customer issues.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
  • Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.
  • Organized client files meticulously, ensuring easy access to important information for efficient problemsolving.
  • Explained available products and services, demonstrated features and used persuasive communication strategies to redirect concerns.
  • Answered customer questions via telephone, email and live chat services.
  • Participated in regular team meetings to discuss strategies for enhancing overall client experience within the organization.
  • Maintained accurate records documenting client interactions, progress updates, completed tasks, or any other pertinent information that may be necessary to effectively manage ongoing relationships with clients.
  • Established trust with clients through transparent communication about service offerings, pricing structures, timelines, or any other pertinent details related directly or indirectly influencing their decision-making process.
  • Finalized sales, processed payments and scheduled deliveries.
  • Utilized CRM software effectively for tracking client interactions and managing follow-ups on outstanding issues.
  • Built strong relationships with clients, consistently exceeding their expectations with quality service.
  • Provided constructive feedback during team debriefs after challenging situations or successful outcomes alike – always seeking opportunities for growth and learning experiences within oneself as well as colleagues surrounding them daily in the workplace.
  • Proactively addressed potential client concerns, preventing escalated issues and maintaining a positive relationship.
  • Demonstrated empathy towards clients'' situations while maintaining professional boundaries and adhering to company policies.
  • Enhanced client satisfaction by providing exceptional support and timely resolutions to issues.
  • Liaised between internal departments to facilitate prompt resolution of complex cases, resulting in satisfied clients who appreciated the extra effort put forth on their behalf.
  • Provided comprehensive training to new team members, ensuring they were equipped with the knowledge and skills necessary for success in the role.
  • Streamlined client communication for better understanding of their needs and preferences.
  • Collaborated closely with team members to ensure seamless delivery of client services.

Sales Person and Administrator

Joy Collectables
Kyalami
03.2003 - 11.2008
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Computerized office activities, maintained customer communications, and tracked records through delivery.
  • Collected, validated, and distributed information to employees.
  • Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
  • Booking clients
  • Answering calls in a polite and professional manner
  • Update inventory

  • Improved employee productivity with effective time management strategies for daily tasks.
  • Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
  • Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
  • Streamlined office operations by implementing efficient administrative systems and procedures.

Education

Matric Certificate - undefined

BENONI EDUCATION COLLEGE

Certificate in Pastel Evolution - undefined

DAMELIN

Certificate RE5 - Finance

Outsurance Training Academy
Centurion
10.2012

Certificate NQF 4 - Finance

Nouveau
Centurion
08.2009

Skills

Problem solving

Driverslicense

CODE 8

Personal Information

Nationality: South African

References

Lindiwe Mwanda

Shaheed Van Niekerk

Jonathan Ho

Noma Mwelase

Accomplishments

  • Supervised team of new staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved clients concerns which led to compliments.

Timeline

CLIENT LIAISONS ADVISOR

OUTSURANCE PTY LTD
01.2022 - 07.2024

CLIENT CARE ADVISOR

OUTSURANCE PTY LTD
01.2020 - 03.2022

HOMELOANS SALES CONSULTANT

OUTSURANCE PTY LTD
04.2018 - 11.2020

CLIENT CARE ADVISOR

OUTSURANCE PTY LTD
08.2009 - 01.2018

MESSAGE CENTER ADVISOR

OUTSURANCE PTY LTD
01.2009 - 07.2009

PERSONAL ASSISTANT/LEARNERSHIP

FIRST RAND SHORT TERM INSURANCE ADMINISTRATION
01.2009 - 08.2009

Sales Person and Administrator

Joy Collectables
03.2003 - 11.2008

Matric Certificate - undefined

BENONI EDUCATION COLLEGE

Certificate in Pastel Evolution - undefined

DAMELIN

Certificate RE5 - Finance

Outsurance Training Academy

Certificate NQF 4 - Finance

Nouveau

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Sibongile DumaSales Advisor, Client Care Advisor And Client Liaison Officer