Sithembile Lungile Mbatha
Centurion
Summary
Experienced consultant skilled in tackling complex challenges with an analytical and forward-thinking approach. Demonstrated ability to deliver exceptional business outcomes by effectively managing necessary updates, developments, and process scaling. Proactively identifies and resolves challenging obstacles, driving transformative change within operations. Results-oriented consulting professional with a strong track record of delivering impactful business solutions. Proficient in strategic planning, data analysis, and process improvement. Recognized for fostering team collaboration and adapting to evolving project needs. Brings expertise in client relations, problem-solving, and driving measurable results.
Overview
13
13
years of professional experience
Work History
Service/Claim Consultant
Discovery Life
South Africa
03.2015 - 12.2017
- Dealing with multiple telephonic queries from Discovery members, brokers and franchises
- Answer any inquiries that customers may have regarding their claims and policy benefits
- Accurate logging of all queries, guiding policyholders on how to proceed with their claims for Life cover, Disability and severe illness
- Process cancellation of claims
- Managed and processed insurance claims, ensuring accuracy and timely resolution.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Processed life claims efficiently, ensuring timely and accurate settlements.
- Evaluated and resolved life insurance claims, ensuring compliance with company policies.
Consultant
Nedbank Contact Centre
Durban, South Africa
01.2010 - 02.2015
- Servicing accounts: Current Accounts, Savings, Investment Accounts, and Credit Card
- Issue interest, balance and tax certificates
- Close accounts (current and savings)
- Keep up to date with group risk services website
- Control FICA reports; fraud awareness and prevention
- Ensure100% adherence to SLA's policies and procedures
- Maintaining a positive attitude and responding openly to feedback
- Provide appropriate resolution for queries relating to the blocking of all Nedbank and Hub cards
- Follow through to ensure that quality and productivity standards are consistently and accurately maintained
- Report to team leader daily
- Identify cross sell opportunities and process leads accordingly
- Provide excellent customer service
- Adhere to compliance and regulatory requirements
- Take accountability for any losses
- Provide an end-to-end admin process to the branch network to help reduce risk, prevent fraud, reduce operating costs, deliver consistent service and identify and refer cross sell opportunities
- Effective queue management
- Provide accurate MIS (when required)
- Provides and maintains exceptional customer service
- The role focuses on participating in a team, fostering of teamwork and co-operation
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
Communication Consultant
Discovery Life
Sandton, Gauteng, South Africa
01.2018 - 03.2023
- Manage e-mail pools and Paradigm inquiry pools - Adhere to TWT targets set for these work pools
- Compile daily and publish daily reports of the team
- Manage Administration/SLA and processing - Manages various pending pools, including accept UW, Decline/Defer, Counteroffer and Counteroffer received within agreed SLA (refer to Pinpoint Servicing SLA)
- Processes Changes - Commissionable and Non-commissionable changes are done in line with protocols (Refer to QA Criteria and Pinpoint Servicing Processes for details)
- E-mails - Manage all e-mails received to your personal mailbox (work related) and ensure they are responded to in SLA5
- Takes Ownership - Takes ownership of queries and deals with them from start to end
- Streamlined internal communications processes, enhancing overall team efficiency and productivity.
- Resolves escalated issues - Escalations are managed and followed up on accordingly
- Feedback provided regularly to the client
- Participates in adhoc work as required- Adhoc work is accurate and of an acceptable quality
- Teamwork & Team Participation
- Inbox management -Ensures inbox is up to date daily and no cases out of SLA without relevant notes
- Audits -Understands Audit requirements and risks
- Logging and processing Cessions for bond registration purposes
- Testing, BCP Testing and Adhoc projects
- ADHOC Duties - Project Administrator - Credit Control Collections team
- Manage daily report on incentive for the team and send reports to management for payroll approval
- Collaborate with the Manager to generate and manage reports related to collections
- Using time management skills to help the team stay on track with daily objective
- Developed and implemented effective communication strategies to enhance client engagement.
Education
National Senior Certificate - Business Studies
Supero Combined School
01.2004
Skills
- Computer Proficient
- Strategic Planning
- Ms Excel Advance
- Internet Explorer / Outlook
- Report writing
- Extensive Communication skills
- Target driven
- Planning Skills
- Time Management
- Decision-making Skills
- My Competencies
- Competency Communication: Oral & Service/Claim Consultant
- Performance Metrics
- Ms PowerPoint
- Ms Word Advance
- Skills and Knowledge Acquired
- Administration and Organization
- Rendering awesome service
- Diplomatic Skills [learnt through dealing with difficult customers]
- Teamwork
- Have strong active listening skills
- Independent Thinking
- Adhering to Business Processes
LANGUAGES
English
IsiZulu
Sotho
Xhosa
References
Philani, Ntaka, Team Leader Supervisor, 0318205455, 0786837680, Nedbank Contact Centre
Alunangi Mavhungu, Team Leader Supervisor, Discovery Life, 0115295592 / 0797731108
Timeline
Communication Consultant
Discovery Life
01.2018 - 03.2023
Service/Claim Consultant
Discovery Life
03.2015 - 12.2017
Consultant
Nedbank Contact Centre
01.2010 - 02.2015
National Senior Certificate - Business Studies
Supero Combined School