Language English
Thobeka Wendy Shezi
Insurer Protection Team
Durban,KZN
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
2
2
1
1
Certificate
13
13
years of professional experience
Work History
Customer Service Agent
Outwork Call Centre
06.2015 - 09.2016
- Customer Queries (Email & Telephone)
- UK Car Insurance
- Policy Administration
Insurer Protection Agent
Outworx Contact Centre
06.2023 - Current
Handles agent and underwriter enquiries and research required information using appropriate resources• Complete all agree fraud workloads pre and post inception• Provides accurate policy event timelines to help the identification of root causes of system declines• Accurately update customer records on broking systems• Update UW and Fraud Framework• Actions insurer requests for policy administration or information• Provides follow up contact when necessary• Provide Override facility within the realms of agreed delegated authority, with the ability to articulate in detail why DA was used/granted and noted on all broking systems• Completes development training or coaching to improve knowledge and performance• Always works in line with company policies and procedures• Always works lawfully and in accordance with pre-defined regulatory, compliance and financial requirements
Complaints Handler
Outwork Call Centre
08.2016 - 06.2023
- Logging and resolving complaints
- Dealing with Various types of complaints
- Taking ownership of complaints and working them through to completion
- Good Listening Skills
- Higher attention to detail required for dealing with Financial Ombudsman Service Complaints
- Have outstanding written and verbal communication skills (including excellent telephone manner)
- Be able to work collaboratively with colleagues (including senior management) to achieve the best possible outcome for the customer
- Be able to present information in a clear
- Accurate and easily comprehensible manner
- Liaising with the UK and our Insurers
- Coaching and development of an agent when an error is identified
- Liaising and working with colleagues within the team and across the floor/floor support
Inbound and Outbound Call Centre Agent
Call Centre International
01.2014 - 01.2015
- Customer Service & Upsell/Upgrade
- 1 Year and 6 Months
Education
NQF Level 2 Certificate - International Trade
Maritime Business and Computer College
01.2011
12 - Matric
Parkhill High School
12.2026 - 12.2026
Skills
Customer service
Data entry
Problem resolution
Outstanding communication skills
Customer complaint resolution
Phone etiquette
Administrative support
Staff training
Personal Information
- Date of Birth: 1991-08-20
- Gender: Female
- Nationality: South African
- Marital Status: Single
- ID Type: Identity Number
- ID Number: 910820 0174 086
Certification
[Introduction to International Trade ] Certification - [1 year]
References
- Name: Crystal Padayachee
- Position: Team Manager
- Contact Number: 0659182199
- Name: Nadeem Ganie
- Position: Complaints Manager
- Contact Number: 0769986758
Contact Information
- Address : 360 Kenyon Howden Road, 206 Northridge Park, Woodlands, 4001
- Contact : 065 911 4279
- Alternate Contact Number : 079 883 5056
Timeline
12 - Matric
Parkhill High School
12.2026 - 12.2026
Insurer Protection Agent
Outworx Contact Centre
06.2023 - Current
Complaints Handler
Outwork Call Centre
08.2016 - 06.2023
Customer Service Agent
Outwork Call Centre
06.2015 - 09.2016
Inbound and Outbound Call Centre Agent
Call Centre International
01.2014 - 01.2015
NQF Level 2 Certificate - International Trade
Maritime Business and Computer College