Tandeka Matomela

• Provide administrative assistance to 87 intermediaries connected to me.
• Provide brokers and their consultants with quotations as they come and sales support.
• Provide feedback to brokers and to consultants where applicable.
• Maintain relationships with linked consultants, intermediaries and, clients.
• Check client applications and forward them to New Business for further processing.
• Process all received applications before monthly deadline.
• Assist with existing client issues that cannot be submitted to Call Centre.
• Provide after-sales services such as providing policy portfolios, benefit statements, and tax certificates.
• Every other day, I follow up on outstanding requirements and communicate with underwriters regarding medical requirements.
• Contribute to team goals such as meeting monthly targets.
• Establish and maintain positive working connections with team members.
• Work with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

• Conducted research to analyze customers' behavior, preferences and purchasing habits.
• Identified appropriate marketing channels and target customers for campaigns.
• Worked closely with in-house design team to develop visuals for content.
• Teamed with advertising agencies and outside consultants to develop strategic marketing plans.
• Managed all five assigned projects as well as three timeline events to ensure that all activities were completed on time.
• Ensured adherence to brand guidelines in all aspects of work performed and work checked.
• Coordinated visibility campaign to increase Sanlam brand visibility across Sanlam branded countries.
• Supported 5 senior executives and 5 senior managers while assisting marketing team with administrative tasks.
• Managed diaries, scheduling of meetings, video conferences, special events, information sessions, etc.
• Document preparation and distribution to all stakeholders (meeting agendas and board packs).
• Prepared reports and presentations.

• Maintained accurate record-keeping with proactive attention to client information updates.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Coordinated with operations staff to resolve service problems and boost client satisfaction.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Served clients professionally through variety of channels.
• Generated sales lead for sales representatives.
• Processed requests for walk-in clients across business units including collective investments, employee benefits, retail affluent, and retail mass.
• Responded to client inquiries, issues, and complaints in accordance with agreed-upon service level agreements as well as legislative and compliance mandates.

● Managed and coordinated training administration and related

record keeping and reporting.

● Ordered training materials, made lab reservations, prepared

training rooms and prepared tea, coffee and lunch.

● Prepared for training by ordering materials, making lab bookings, arranging for training rooms, tea, coffee, and lunch, and discussing workshop specifics with delegates.

●Did office errands including, paying office rent, WIFI, telephone, and stationery.

● Assisted with travel and accommodation arrangements for

managers, trainers and delegates attending training – where

required.

● Supported with arrangements of online learning to delegates

(creating links to training interventions).

• Managed over 75 customer calls per day.
• Processed 15 outbound calls and 10 outbound emails per day.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Educated customers on company systems, form completion, and access to services.
• Attended telephone skills and program information training sessions to boost aptitude.
• Boosted customer service satisfaction ratings through consistent quality control.
• Approved and terminated customer contracts upon request.
• Leveraged sales expertise to promote products and capitalize on upsell opportunities.
• Increased efficiency and team productivity by promoting operational best practices.
• Promptly responded to inquiries and requests from prospective customers.
• Met customer call guidelines for service levels, handle time and productivity.
• Ensured that all complaints, queries, or feedback received from customers is responded to within contractual timeframe.
• Consistently received performance awards.