Sivu Makananda
Customer Service Team Leader
Cape Town
Summary
Results-driven Team Leader and Client Relationship Manager with over 10 years of progressive experience in the financial and health insurance sectors. Proven ability to lead and coach high-performing teams, build lasting client relationships, and implement strategic process improvements to boost efficiency and customer satisfaction. Expertise in root cause analysis, stakeholder engagement, and operational compliance, with a strong focus on exceptional customer service and retention.
Overview
10
10
years of professional experience
Work History
Team Leader Coach
Discovery Health
03.2021 - Current
- Manage and coach a team of 12 - 15 agents across diverse portfolios (Discovery Health Chronic, Inhouse Chronic, In Hospital PMB, Chronic CRM, Specialist Services - Broker assistance), driving performance through targeted training and motivational strategies.
- Develop and implement Root Cause Analysis documents to identify performance gaps and streamline processes, leading to measurable improvements in team efficiency.
- Conduct regular inquiry audits and collaborate with management to deliver comprehensive performance reports and strategic feedback.
- Foster strong stakeholder relationships across departments to resolve complex escalations and ensure robust customer support.
- Assist Integrated Business Solutions/Functional Enablement in reviewing and updating Standard Operating Procedures (SOPs), ensuring operational consistency and compliance.
Onsite Client Relationship Manager
Discovery Health
08.2019 - 03.2021
- Cultivated strong relationships with a diverse client base through proactive communication via telephone, email and face to face.
- Conducted benefits and contribution presentations and facilitated new member inductions and roadshows, directly contributing to client understanding and satisfaction.
- Spearheaded wellness events for various clients, enhancing member engagement and strengthening relationships.
- Managed high-level executive and escalated queries, ensuring swift and effective resolution.
- Supported HR with employee plan changes, applications, and withdrawals while maintaining meticulous records and reporting.
Client Service Agent
Discovery Health
01.2016 - 08.2019
- Managed all member inquiries through resolution for Bankmed members, demonstrating ownership and accountability for a high volume of telephonic and written queries.
- Coordinated personal administration and maintained accurate details and statistics, ensuring data integrity and efficient handling of queries.
- Processed online service quotes and administered member changes and billing adjustments in line with strict standards and protocols.
- Achieved a high rate of first-call query resolution, minimizing member effort and enhancing customer experience.
Client Care Agent
Capitec Bank
05.2015 - 01.2016
- Assisted clients with account-related queries, including savings, loans, and internet banking, delivering detailed and accurate information.
- Calculated unlock fees for Fixed Term Savings Plans, accurately advising clients before maturity.
- Successfully navigated and resolved complex loan account queries, including early debit and double deduction reversals.
Education
ND - Public Relations Management
Cape Peninsula University of Technology (CPUT)
Matric - undefined
Simon Estes Music High School
N3 - Computer Science
Headstart College
Skills
Leadership & Management: Team Leadership, Performance Coaching, Mentorship, Goal Setting, Stakeholder Management, Conflict Resolution
Customer Relationship Management: Customer Service, Customer Retention, Root Cause Analysis, CRM, Query Escalation, Presentation Skills
Operational Excellence: Process Improvement, SOP Review, Auditing, Quality Assurance, Queue Management, Reporting, Project Management
Communication: Verbal and Written Communication, Report Writing, Stakeholder Engagement, Cross-functional Collaboration
Administrative & Technical: Microsoft Office Suite, Diary Management, Data Entry, Records Management, Event Planning
References
Available upon request.
Timeline
Team Leader Coach
Discovery Health
03.2021 - Current
Onsite Client Relationship Manager
Discovery Health
08.2019 - 03.2021
Client Service Agent
Discovery Health
01.2016 - 08.2019
Client Care Agent
Capitec Bank
05.2015 - 01.2016
Matric - undefined
Simon Estes Music High School
N3 - Computer Science
Headstart College
ND - Public Relations Management
Cape Peninsula University of Technology (CPUT)