SURPRISE KENEWE MADONSELA
Team Manager
Alberton
Summary
Goal-oriented manager with distinguished experience in Short term Insurance industry and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Inbound Sales Team Manager
Santam Insurance
2 2021 - Current
- Lead teams: By ensuring that service levels are met on all email queues.
- Manage cost: Identify and eliminate waste and manage continuous improvement, Continuously communicate and discuss performance.
- Implemented organizational changes when necessary to maximize efficiency within the Inbound Sales Team structure.
- Conducted regular meetings to discuss goals, challenges, and best practices within the team, promoting knowledge sharing among colleagues.
- Created a positive work environment, fostering collaboration and open communication among team members.
- Established key performance indicators to measure individual and team success, driving continuous improvement efforts.
- Resolved escalated customer issues quickly while maintaining positive relationships with clients, minimizing churn rate among existing customers.
- Developed strong relationships with clients by providing exceptional service throughout the entire sales cycle, ensuring repeat business and referrals.
- Set performance benchmarks to facilitate goal setting and track progress towards key targets within the Inbound Sales Team.
- Coordinated cross-functional initiatives between departments to optimize internal processes that supported inbound sales activities.
- Developed a high-performing sales team through targeted recruitment and ongoing professional development.
- Recognized top performers within the team through various incentives programs that encouraged continued excellence in their roles as Inbound Sales Team Managers.
- Fostered a culture of continuous improvement, implementing best practices for sales processes and techniques.
- Provided regular feedback and performance evaluations for each team member, identifying areas for growth and development opportunities.
- Increased inbound sales by implementing effective team training and coaching strategies.
- Analyzed data to identify trends and opportunities for improvement in both individual and overall team performance metrics.
- Implemented a CRM system to better manage leads and track sales progress, resulting in improved conversion rates.
- Collaborated with marketing to develop targeted campaigns that generated higher quality leads for the sales team.
- Negotiated contracts and pricing agreements with customers, maintaining profitability while remaining competitive in the market.
- Streamlined communication channels between Inbound Sales Team members which lead to more effective collaboration on complex projects.
- Managed daily operations of the inbound sales department, ensuring consistent achievement of revenue targets.
- Enhanced customer satisfaction by streamlining the sales process for faster response times.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Organized promotional events and interacted with community to increase sales volume.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Facilitated business by implementing practical networking techniques.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Broker Liaison Officer
Santam Insurance
05.2017 - 01.2021
- Liaising between internal and external (including Brokers services, intermediaries, internal Santam staff) seeking inputs within the PLCC and contributions to improving profit and growth, handling claims, complaints and escalating from internal to external clients, implement solution to improve the overall service delivery, Address service related queries and inform stakeholders, Liaising with relevant clients to improve performance, Analyze trends with regards to complaints and queries on operational issues, Anaylze trends with regards to conversion rates and quotes not taken up, Finding root causes and solutions with relationship manager, offer administration support in facilitating the completion of requests within published service level agreements, Discuss retention possibilities, Progress report on the PLCC which includes sales and policy maintenance, identification of trends and formulation of detailed structured reports to management on deviations from procedures.
First Line manager (Development role)
Santam Insurance Company
05.2016 - 05.2017
- Analyze and interpret performance figures and industry trends, Implementing policy maintenance strategies in order to drive agent behaviour, ensuring that service levels and targets are reached, Leafing a team for a orientated service culture, performance reviews, training needs for staff development, staff coaching, manage capacity in ensuring that targets are met and schedules are adhered to, managing capacity to work beyond boundaries to deliver exceptional service and customer value, Ensuring load balance, High Service delivery by ensuring high quality and turnaround time, managed teams to be target orientated, engaged with stakeholders regarding team performances.
Client Service Consultant
Santam insurance Company
02.2012 - 05.2016
- Providing professional advice on covers exclusions, terms and conditions and insuring that clients are informed of any underwritings in the policies, Promotions and Marketing, Policy maintenance, Compiling quotations for brokers, Inbound and first call for solutions, Proving information on account enquiries, Submission of premium reduction requests, Fax, email requested information to clients.
Assistant Administrator
Africa Resource training Centre
01.2012 - 02.2012
- General Administrative duties and report drafting
Support and Claims Clerk
Santam Insurance Company
02.2011 - 01.2012
- Car hire arrangements, liaising with broker, Clients and Suppliers, loading payments and summarizing claims, calling for outstanding information and documents, handling heavy commercial vehicle claims, Arranging and making payments cross-border towing, Motor claims handling.
Education
Matric -
Amour Foundation Learning Institute
Short-term Insurance Level 4 -
African Resource Training Group
02.2011 - 01.2012
RE5 -
Moonstone
09.2016 - 09.2015
Santam Future Leaders Programme -
University Of Cape Town
01.2018 - 12.2018
Higher Certificate in Business Management -
IQ Academy
02.2020 - 04.2021
Skills
Sales strategy development
Coaching and Mentoring
Goal-Oriented
Performance Tracking
Teamwork and Collaboration
Customer Service
Problem-Solving
Decision-Making
Client Relationship Management
Staff Training and Development
Sales Targeting
Solution selling
Rapport and relationship building
Task Prioritization
Reliability
Employee Retention
Attitudevalues
- Passionate
- Responsible
- Punctual
- Truthful and Honest
- Hard-working
- Professional
Personal Information
- ID Number: 890818 1040 086
- Gender: Female
- Nationality: South African
- Driving License: C1
References
- Nabeelah Maharaj, Santam Insurance Company, Operations Manager, (011) 358 9320, Mobile 071 200 9591
- Rezaan Scheepers, Santam Insurance Company, First Line Manager, (011) 358 9358, Mobile 072 341 5558
Timeline
Higher Certificate in Business Management -
IQ Academy
02.2020 - 04.2021
Santam Future Leaders Programme -
University Of Cape Town
01.2018 - 12.2018
Broker Liaison Officer
Santam Insurance
05.2017 - 01.2021
RE5 -
Moonstone
09.2016 - 09.2015
First Line manager (Development role)
Santam Insurance Company
05.2016 - 05.2017
Client Service Consultant
Santam insurance Company
02.2012 - 05.2016
Assistant Administrator
Africa Resource training Centre
01.2012 - 02.2012
Short-term Insurance Level 4 -
African Resource Training Group
02.2011 - 01.2012
Support and Claims Clerk
Santam Insurance Company
02.2011 - 01.2012
Inbound Sales Team Manager
Santam Insurance
2 2021 - Current
Matric -
Amour Foundation Learning Institute
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