Summary
Overview
Work History
Education
Skills
Websites
References
Certification
Timeline
Generic
SIBONGO NDAWO

SIBONGO NDAWO

Johannesburg

Summary

Dynamic Client Service Consultant at Sanlam Sky Solutions, adept at enhancing customer satisfaction through personalized assistance and effective complaint resolution. Leveraging advanced Excel skills and analytical thinking, I successfully improved client retention rates by delivering tailored solutions and fostering strong relationships, ensuring compliance and operational excellence.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Change Ambassador

01.2024 - Current
  • Foster communication and awareness during organizational transition
  • Act as a two-way feedback channel between staff and leadership
  • Drive team buy-in and support change initiatives
  • Support the successful implementation of organizational change
  • Inspire, motivate, and guide peers throughout the transition
  • Promote a safe, inclusive environment that values diversity and equity
  • Strong Communication Skills: Clear explanation of change, active listening, and positive influence
  • Positive and Open-Minded Attitude: Embraces new ideas, encourages others, and supports learning
  • Leadership and Influence: Respected within the team, inspires peers, and leads by example
  • Problem-Solving Abilities: Addresses resistance, offers creative solutions, and removes change barriers
  • Strong Organizational Knowledge: Deep understanding of business culture, processes, and impacts
  • Emotional Intelligence: Empathetic, emotionally aware, and supports stress management during change.

Voice of the People - Client Service (VOPT)

01.2024 - Current
  • Represent the interests and concerns of over 80 Client Service staff members
  • Express staff grievances to leadership and facilitate constructive dialogue
  • Identify workplace challenges and propose practical, collaborative solutions
  • Act as a liaison between teams and decision-makers to promote a supportive work culture
  • Ensure transparency, fairness, and timely communication around critical staff matters

Client Service Consultant

Sanlam Sky Solutions
03.2022 - Current
  • Client Relationship Management: Delivered high-quality service to a diverse portfolio of clients by addressing policy-related queries, processing requests, and resolving complaints with empathy, professionalism, and accuracy.
  • Policy Administration: Handled a range of insurance policy processes including, amendments, cancellations, and ensuring compliance with company policies and regulatory frameworks.
  • Customer Retention: Actively engaged with clients to understand their financial needs and offered tailored solutions, which contributed to improved client satisfaction and retention rates.
  • Product Knowledge and Advisory: Maintained up-to-date knowledge of Sanlam products and services, enabling effective education of clients on policy terms, benefit structures, and claim procedures.
  • Problem Resolution: Investigated client concerns and complaints thoroughly, collaborated with internal departments, and ensured timely resolution of issues with a focus on first-contact resolution.
  • Communication and Documentation: Provided clear, concise, and well-documented client communication via phone, email, and in-person interactions, ensuring accurate record-keeping for all service engagements.
  • Process Improvement and Feedback: Identified recurring service issues and proposed improvements to enhance the customer experience and operational efficiency.
  • Team Collaboration: Worked closely with sales, underwriting, and claims departments to ensure end-to-end client satisfaction and coordinated service delivery.

Chairperson, Economics Redefined Society

  • Led a student society focused on the practical application of economic theory
  • Organized panel discussions and workshops, inviting academics and professionals
  • Represented the society in academic forums, advocating for economics in public discourse.

Education

Advanced Diploma - Economics

Nelson Mandela University
12.2022

Skills

  • Data Analysis & Visualization
  • Power BI
  • Excel (Advanced)
  • Python (Basic)
  • R (Basic)
  • EViews
  • Client Service & Communication
  • Customer engagement
  • Complaint resolution
  • Personalized assistance
  • Policy Awareness & Compliance
  • Understanding of South African socio-economic landscape
  • Compliance awareness
  • Leadership & Organization
  • Chairperson experience
  • Event planning
  • Stakeholder engagement
  • Problem Solving
  • Analytical thinking
  • Ethical reasoning
  • Cross-functional communication
  • Microsoft Excel (Advanced)
  • PivotTables
  • VLOOKUP
  • Interactive reports and dashboards
  • Data visualization using ggplot2
  • Statistical and econometric analysis

Websites

References

Rebecca Tshilingana, Team Leader, Sanlam Sky, 071 156 0133

Certification

  • Certified SQL developer
  • Advanced Microsoft Excel
  • Python programming
  • RE5

Timeline

Change Ambassador

01.2024 - Current

Voice of the People - Client Service (VOPT)

01.2024 - Current

Client Service Consultant

Sanlam Sky Solutions
03.2022 - Current

Chairperson, Economics Redefined Society

Advanced Diploma - Economics

Nelson Mandela University

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SIBONGO NDAWO