Thembelihle Makalima
Johannesburg,GP
Summary
Administrative professional with expertise in providing exceptional support services in fast-paced environments. Proven track record of streamlining processes, managing complex tasks, and enhancing operational efficiency through effective multitasking and attention to detail. Strong problem-solving abilities and organizational skills contribute to increased workplace productivity.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work history
Client Services Refunds Administrator
Clientele Life
Johannesburg, Gauteng
2019.01 - 2026.03
- Processed insurance reimbursement requests, ensuring timely refunds for clients.
- Maintained accurate payment records, ensuring precise data input and retrieval while keeping entries current.
- Addressed complex matters concerning cancellations, refunds, or itinerary changes professionally.
- Facilitated refunds and cancellations professionally, protecting client interests.
- Processed refunds quickly and efficiently, ensuring high level of trust in services.
- Processed payments and refunds efficiently, minimising wait times for customers.
- Processed refunds or exchanges efficiently when necessary, improving customer experience.
- Maintained high levels of data accuracy for smooth business operations by conducting regular database audits.
- Compiled essential data into useful spreadsheets enhancing overall understanding of business performance.
- Management of significant volume of refund requests, approximately 6,000 per month, while effectively collaborating with colleagues to meet client expectations.
Client Services Advisor
Clientele Life
Johannesburg, Gauteng
2018.01 - Current
- Improved client satisfaction by promptly resolving service queries.
- Resolved complex issues to ensure client satisfaction and retention.
- Addressed client complaints, offering solutions within set guidelines.
- Resolved conflicts with difficult customers, fostering positive client relationships.
- Responded promptly to customer enquiries with accurate information.
- Provided product information to aid customer decisions.
- Optimised communication channels for client interaction efficiency.
- Handled high-pressure situations, maintaining professionalism.
- Managed customer data securely to maintain confidentiality.
- Managed over 50 customer calls per day.
- Consistently achieving positive net promoter score of 10.
Reinstatements Consultant
Clientele Life
Johannesburg, Gauteng
2016.01 - 2017.12
- Rebuilding relationships with clients.
- Attaining sales targets.
- Re-engaging with previous/existing clients for additional sales.
- Reassessing and understanding clients needs.
- Demonstrating product features to clients.
- Developed compelling resales proposals that increased conversion rates by 10%.
- Negotiated and closed sales to secure profitable deals.
- Listened to customer problems, objections and concerns, offering tailored solutions.
- Established customer purchasing needs, offering personalised guidance with product and accessory selection.
- Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
Client Services Advisor
Webhelp SA
Johannesburg, Gauteng
2015.11 - 2016.10
- Improved client satisfaction by promptly resolving service queries.
- Resolved complex issues to ensure client satisfaction and retention.
- Addressed client complaints, offering solutions within set guidelines.
- Resolved conflicts with difficult customers, fostering positive client relationships.
- Responded promptly to customer enquiries with accurate information.
- Provided product information to aid customer decisions.
- Optimised communication channels for client interaction efficiency.
- Handled high-pressure situations, maintaining professionalism.
- Managed customer data securely to maintain confidentiality.
- Managed over 50 customer calls per day to achieve service level
- Consistently achieving positive net promoter score of 10.Working with UK-based customers, which gave allowance in utilizing interpersonal skills effectively.
Quality Assessor
Brooks and Luyt Attorneys
Johannesburg, Gauteng
2014.01 - 2015.10
- Executed adherence to company policies on customer service quality.
- Reported support team performance to supervisors and maintained monthly logs.
- Participated in team meetings to discuss customer service trends and review agent feedback.
- Managed documentation related to quality assessments for transparency.
- Ensured compliance with industry regulations through quality controls.
- Facilitated staff training on quality assurance for productivity which lead to vast number of client retentions and increased collection rates by 15%.
- Implemented assessment protocols to enhance service delivery.
- Trained team members for better quality standards adherence.
- Worked with internal teams to evaluate quality initiatives.
Debt Collection Agent
Brooks and Luyt Attorneys
Johannesburg, Gauteng
2014.01 - 2015.10
- Monitor assigned accounts to identify outstanding debts.
- Planning course of action to recover outstanding payments and recovering close to 50% of outstanding debts.
- Locate and contact debtors to inquire about their payment status.
- Processed payments swiftly to minimise default risk.
- Coordinated legal proceedings as required, ensuring adherence to protocol at all times.
- Identified potential risks for non-repayment using careful analysis of debtor's financial status.
- Ensured compliance with regulatory standards whilst handling sensitive information.
- Established proactive follow-up system improving payment punctuality.
- Updated client records accurately, keeping track of all interactions and agreements made.
- Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
Education
NQF Level 4 - Project Management
Camblish Training Institute
Johannesburg, South Africa 2022.01 - 2023.01
NQF Level 5 - Wealth Management
Inseta
Johannesburg, Gauteng 2019.01 - 2020.01
Skills
- Attention to detail
- Problem solving
- Analytical skills
- Organization and time management
- Written communication
- Oral communication
- Team collaboration
- Independence
- Work ethic
- Reporting and documentation
- Telephone etiquette
- Adaptability and flexibility
References
References available upon request.
Timeline
NQF Level 4 - Project Management
Camblish Training Institute
2022.01 - 2023.01
Client Services Refunds Administrator
Clientele Life
2019.01 - 2026.03
NQF Level 5 - Wealth Management
Inseta
2019.01 - 2020.01
Client Services Advisor
Clientele Life
2018.01 - Current
Reinstatements Consultant
Clientele Life
2016.01 - 2017.12
Client Services Advisor
Webhelp SA
2015.11 - 2016.10
Quality Assessor
Brooks and Luyt Attorneys
2014.01 - 2015.10
Debt Collection Agent
Brooks and Luyt Attorneys
2014.01 - 2015.10