Thembisile Mnisi
Quality Assurance Specialist
Vosloorus
Summary
A seasoned Quality Assurance Specialist and Claims Consultant, I have significantly enhanced workflow efficiency and claims processing at First National Bank through expert project management and exceptional customer service. My ability to drive quality improvements and foster team collaboration has resulted in a culture of continuous learning and professional growth within the organizations I've served.
Overview
11
11
years of professional experience
Work History
Quality Assurance Specialist
First National Bank
12.2022 - Current
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Recommend and advise the necessary action to be taken where performance gaps have been identified to improve workflow efficiency.
- Provide support and advice on the necessary actions to be taken where performance gaps have been identified during the conversation between an agent and a client through various coaching methodologies.
- Reiterate the Business Key Performance indicators through Group Coaching sessions.
- Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.
- Build and maintain relationships with internal and external stakeholders through effective communication and engagement at all levels.
- Monitor and drive the correct agent behavior and system usage on all interactive channels.
- · Identify negative agent quality related behaviors through performance gaps and effectively coach them to improve
- Escalate all Process Gaps and Training intervention needs which were identified during client interactions
- Keep abreast and comply to legislation and other industry changes that impacts on role.
- Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
Claims Consultant
First National Bank
03.2022 - 12.2022
- Improved claims processing efficiency by streamlining workflows and implementing best practices.
- Conducted comprehensive risk assessments to identify potential exposures and recommend appropriate coverage options.
- Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
- Trained new hires on claims procedures, ensuring a seamless transition into their roles as Claims Consultants.
- Reduced claim resolution time with thorough investigations and effective negotiation techniques.
- Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
- Continuously updated personal knowledge of industry trends and developments, ensuring the provision of accurate and relevant advice to clients.
- Enhanced client satisfaction by providing timely updates on claim status and offering personalized support.
- Assisted clients in navigating insurance policies and understanding their benefits, promoting informed decision making.
- Reviewed policy applications for accuracy, identifying errors that could impact future claims processing or payouts.
- Developed customized solutions for unique client needs, taking into account individual circumstances while adhering to company guidelines.
- Followed up with customers on unresolved issues.
- Researched claims and incident information to deliver solutions and resolve problems.
- Examined claims forms and other records to determine insurance coverage.
Claims Consultant
SASRIA
03.2022 - 12.2022
- Improved claims processing efficiency by streamlining workflows and implementing best practices.
- Conducted comprehensive risk assessments to identify potential exposures and recommend appropriate coverage options.
- Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
- Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
- Facilitated smooth communication between all parties involved in the claims process – from clients to adjusters – resulting in efficient resolutions without undue delays or setbacks.
- Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
- Continuously updated personal knowledge of industry trends and developments, ensuring the provision of accurate and relevant advice to clients.
Claims Consultant
Hollard Insurance
04.2021 - 06.2021
- Improved claims processing efficiency by streamlining workflows and implementing best practices.
- Conducted comprehensive risk assessments to identify potential exposures and recommend appropriate coverage options.
- Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
- Reduced claim resolution time with thorough investigations and effective negotiation techniques.
- Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
- Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
- Continuously updated personal knowledge of industry trends and developments, ensuring the provision of accurate and relevant advice to clients.
- Enhanced client satisfaction by providing timely updates on claim status and offering personalized support.
- Increased efficiency in claims handling by developing streamlined processes and procedures for the team to follow.
- Assisted clients in navigating insurance policies and understanding their benefits, promoting informed decisionmaking.
- Followed up with customers on unresolved issues.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
Client Service Advisor
PPS Insurance
04.2017 - 08.2019
Claims Consultant
Absa Insurance and Financial Advisers
06.2015 - 03.2017
Underwriter
Absa Insurance Company
11.2013 - 02.2015
Education
No Degree - Insurance
EJW Financial Services
Johannesburg, South Africa 04.2001 -
No Degree -
Financial Planning Institute of South Africa
Johannesburg, South Africa 04.2001 -
High School Diploma -
Germiston High School
Germiston, South Africa 04.2001 -
Skills
Quality Assurance
Team Collaboration
Project Management
Quality improvements
Decision-Making
Customer Service
Correction action planning
Analytical Thinking
Problem-solving skills
Data Analysis
Personnel Management
Performance monitoring
Quality Management Systems
Testing processes
Languages
English
Advanced (C1)
Timeline
Quality Assurance Specialist
First National Bank
12.2022 - Current
Claims Consultant
First National Bank
03.2022 - 12.2022
Claims Consultant
SASRIA
03.2022 - 12.2022
Claims Consultant
Hollard Insurance
04.2021 - 06.2021
Client Service Advisor
PPS Insurance
04.2017 - 08.2019
Claims Consultant
Absa Insurance and Financial Advisers
06.2015 - 03.2017
Underwriter
Absa Insurance Company
11.2013 - 02.2015
No Degree - Insurance
EJW Financial Services
04.2001 -
No Degree -
Financial Planning Institute of South Africa
04.2001 -
High School Diploma -
Germiston High School
04.2001 -
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