Steven Lekula
Senior Operations Consultant
Alberton
Summary
Dynamic professional with a proven track record at Telesure Investment Holdings, excelling in customer service and problem-solving. Skilled in developing customized solutions and negotiating advantageous agreements, enhancing client satisfaction. Strong communicator and team leader, adept at training staff and fostering collaboration to drive operational success.
Overview
13
13
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Consultant - Operation Insights
Telesure Investment Holdings
04.2019 - Current
- Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution. Provide a quality service to customers, both via telephone and
- Retain client to give them piece of mind on the product they have with the business
- Upsell product to client
- Developed customized solutions for clients, addressing unique needs of products and facilitating positive change in their operations.
- Negotiated discount to clients, securing advantageous pricing agreements without compromising service quality or delivery timelines.
- Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure. Comply with service level agreements and internal procedures in order to
- Explain benefits of the product to ensure client understand and also update any changes
- VAPS operations department to perform collections duties
- Collect unpaid premiums from active customers.
Recovery Clerk
Telesure Investment Holdings
04.2017 - 08.2019
- Give the customer a peace of mind with any legal obligation that arise after damage to property, injury or death occurred due to a negligent action.
- Contact 3rd party directly either telephonically or e-mail and send letter of demand, proof of claim amount (invoice and assessors reports, photo of damages and reason as why am holding him liable.
- Educate 3rd party about the law of collusion
- Manage the incoming payment until the agreed debt amount recovered
- Assisted in the implementation of loss prevention strategies by collecting from third party.
- Improved overall productivity by sharing best practices related to recovery tasks among fellow team members during staff meetings or training sessions.
- Used customized ticketing system and kept detailed notes and documentation on incidents.
Customer Credit Manager
Ellerines Furnishers
01.2012 - 09.2014
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Investigated and evaluated customers for creditworthiness and potential risk factors.
- Managed the entire end-to-end credit approval process from application review through contract negotiation and final execution.
- Improved credit risk management by implementing effective underwriting policies and procedures.
- Draft action plan for the month
Education
No Degree - National Diploma in Business Management
Ekurhuleni West College
Katlehong, South Africa 04.2001 -
No Degree - Grade 12
Sijabulile High School
Katlehong, South Africa 04.2001 -
Skills
Staff training and development
Teamwork and collaboration
Customer service, Problem-solving
Time management
Problem-solving abilities
Team leadership Multitasking
Excellent communication
Multitasking Abilities Self motivation
Time management abilities
Critical thinking,Team collaboration
Active listening,Organizational skills
Team building
Accomplishments
Accomplished Leadership training with VAPS department in 2022
Certification
Cer RE5 Regulatory Examination: Representatives in all Categories of FSPs 2.tified [Job Title], [Company Name] - [Timeframe]
Timeline
Cer RE5 Regulatory Examination: Representatives in all Categories of FSPs 2.tified [Job Title], [Company Name] - [Timeframe]
09-2019
Class of Business
08-2019
Consultant - Operation Insights
Telesure Investment Holdings
04.2019 - Current
FETC: Short Term Insurance NQF L4
12-2018
Recovery Clerk
Telesure Investment Holdings
04.2017 - 08.2019
Customer Credit Manager
Ellerines Furnishers
01.2012 - 09.2014
No Degree - National Diploma in Business Management
Ekurhuleni West College
04.2001 -
No Degree - Grade 12
Sijabulile High School
04.2001 -
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