Surprise Maphumulo
Retentions Consultant
Randburg
Summary
Accomplished professional with extensive expertise in customer service excellence, sales and upselling techniques and retention strategies within the insurance sector. Demonstrates a solid understanding of insurance regulations, including RE5 certification and adherence to Treating Customers Fairly principles. Proficient in administrative efficiency, communication, relationship, and problem solving, with a proven track record of resolving complex issues and maintaining strong client relationships. Skilled in vehicle and office maintenance, as well as tech proficiency in Microsoft Office and insurance systems. Committed to leveraging skills to enhance client satisfaction and drive business success.
⸻
Overview
17
17
years of professional experience
4030
4030
years of post-secondary education
2
2
Languages
Work History
Conservation Consultant
1Life Insurance
01.2023 - 07.2025
- Accurately identify the origin and reason for policy cancellations
- Selecting the most appropriate approach of responding to the customer
- Applying different discounting strategies relative to customer profitability as determined by business.
- Adhere to all required risk and compliance requirements as well as business rules.
- Engage in effective brand reputation to limit brand damage and integrity.
Sales Consultant
Telesure Investments Holdings
04.2018 - 12.2022
- Conduct outbound telephone calls to client from cold-calling base
- Create quality leads from the cold-calling base by ascertaining whether the client would be interested in being contacted by a sales Consultant in future
- Follow up on all unconverted contacts.
- Deliver the Telesure service way through personal efforts and through others.
- Deliver treating customers fairly principles in Alignment with regulatory requirements.
Mobile Office Administrator
SA Taxi Development Finance
07.2017 - 03.2018
- Administrative and coordination support to the sales team
- Quality control checks of application forms and feedback to sales agents
- Quick and accurate capturing of insurance application forms into computer system
- Accurate record keeping
- Stock control of sales merchandise and collateral
- Telephone engagements with customers
- Complains /queries management
- Driving of Mobile office vehicle to sales locations
- Maintaining the mobile office vehicle in a good working condition
- Liaise with other departments where required
- Effective reporting and communication to various stakeholders
- Liaising and manage good relationships with internal/external stakeholders
- Ad hoc duties related to administrative and support
Sales Consultant
Innovation Group
11.2014 - 06.2017
- To ensure that sales targets are achieved in line with business objectives
- Convert leads to sales in accordance with campaign requirements, meet talk time requirements and distribute all available leads.
- To delight customers with professional and quality service to maintain customer centricity
- To advise customers on financial products relevant to their needs and requirements
- To ensure a superior sales service delivery to customers
- To ensure that applications are correctly completed with the relevant information to enable accurate processing & fulfillment
- To ensure risk, compliance, regulatory, and legislation are followed out and adhered to
- To ensure quality output in accordance with the customers' needs and the organization's business plans
- Attend daily coaching sessions with team leaders that outline areas of strength and development in areas of performance.
- Liaise with QLD with regards to new initiatives and planned initiatives on a regular basis to ensure that you are skilled in accordance with business and legislation requirements
Client Services Administrator
O'Keefe and Swartz
11.2013 - 11.2014
- Refunds
- Ombudsman complaints
- Policy information queries
- Liaison with brokers
- Giving feedback on risk sales
- Getting underwriter authorisation on re-instatements & refunds
- Assisting with compilation of management reports
- Resolution of escalated queries from banks
- Sending policy documents to clients
- Updating banking details of clients
- Advising clients on policy wording
- Upgrading policies for clients
- Selling of policies
- Assisting clients with billing issues
- Dealing with complaints from clients
Sales Consultant
Metonymy
01.2009 - 08.2013
- Administrated application
- Verifying clients' documents
- Provided excellent customer services
- Prepared direct sales plans and direct marketing
- Maintain strong knowledge of service and changes
- Pro-actively initiated sales
- Data capturing of application form
- Telesales marketing and promotion
Education
BA Degree - Communication Science
UNISA
Class of Business - Short Term Insurance
Class of Business - Long Term Insurance
Wealth Management - NQF Level 5
Matric -
Jojilanga High School
Skills
Customer Service Excellence Proven ability to handle complex customer queries, complaints, and escalations with professionalism and empathy
Sales & Upselling Techniques Strong experience in telesales, outbound calling, lead generation, and policy upgrades across various insurance and finance sectors
Retention & Conservation Skilled in identifying policy cancellation risks and applying strategic retention methods to preserve client relationships and minimise churn
Administrative Efficiency Accurate data capturing, stock control, record keeping, report compilation, and coordination with sales and support teams
Communication & Relationship Management Effective communication with clients, brokers, underwriters, and internal stakeholders to maintain strong professional relationships
Problem Solving Experienced in resolving billing issues, complaints, and underwriting escalations with practical, client-focused solutions
Vehicle & Office Maintenance Experience operating and maintaining mobile office setups and handling logistical support on the ground
Tech Proficiency Competent in Microsoft Office (Word, Excel, PowerPoint) and insurance systems for capturing and processing applications
References
Available on request
Timeline
Conservation Consultant
1Life Insurance
01.2023 - 07.2025
Sales Consultant
Telesure Investments Holdings
04.2018 - 12.2022
Mobile Office Administrator
SA Taxi Development Finance
07.2017 - 03.2018
Sales Consultant
Innovation Group
11.2014 - 06.2017
Client Services Administrator
O'Keefe and Swartz
11.2013 - 11.2014
Sales Consultant
Metonymy
01.2009 - 08.2013
Class of Business - Short Term Insurance
Class of Business - Long Term Insurance
Wealth Management - NQF Level 5
BA Degree - Communication Science
UNISA
Matric -
Jojilanga High School
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