Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Valencia Cummings

Cape Town

Summary

A skilled and experienced Client Care Specialist who excels in collaborative teamwork and thrives in dynamic, fast-paced settings, achieving exceptional outcomes with minimal guidance. Proficient in tackling ambitious goals and delivering outstanding performance in challenging environments.

Overview

30
30
years of professional experience

Work History

Client Care Representative: Call Centre

Sanlam
06.2016 - 10.2023
  • Provided exceptional client care and support in a fast-paced inbound call center environment.
  • Verified client and intermediary details, updated records, and processed requests accurately and efficiently.
  • Delivered policy quotations, values, and information to clients and intermediaries, ensuring satisfaction and retention.
  • Managed various administrative tasks, including handling payment inquiries, issuing certificates, and processing refunds.
  • Demonstrated compliance with legal regulations, business rules, and data protection protocols, contributing to fraud prevention efforts.
  • Utilized IT systems effectively to address client queries promptly and accurately, maintaining high standards of service.
  • Collaborated with team members and departments to resolve complex issues and ensure seamless customer experiences.

Client Service Professional

Old Mutual Life Assurance plc
01.1994 - 06.2016
  • Logged queries and requests efficiently using relevant Management Information Systems (MIS) and Client Services (CS) Portal.
  • Handled various types of payouts, including maturities, funeral/death claims, surrenders, part surrenders, RA terminations, policy loans, and RA death claims.
  • Responded to incoming calls from both group schemes and individual life clients, ensuring timely resolution of inquiries and issues.
  • Generated leads and facilitated new business processes, collaborating closely with intermediaries to ensure smooth case issuance.
  • Coordinated with other departments and branches to address client needs and inquiries effectively.
  • Updated systems with relevant information such as debit order lodgements and beneficiary changes, maintaining data accuracy.
  • Conducted follow-ups on queries and requests to ensure customer satisfaction and resolution.
  • Played a key role in training new employees within the client care environment, sharing expertise and best practices.
  • Deployed to other branches to manage client care departments or provide training to new staff members, demonstrating adaptability and leadership skills.

Education

NQF Level 3 - Financial Services

Inseta
Cape Town
09.2020

Senior Certificate -

Parkdene High School
George
12.1993

Skills

  • Customer Relations
  • Application processing
  • Document analysis
  • Document Review
  • Professional telephone demeanor
  • Call Center Operations
  • Calm and Professional Under Pressure
  • Microsoft Office

Languages

English
Afrikaans
isiXhosa

References

Name & Surname: Berenice Delwai

Relationship: Team leader (Sanlam)

Contact number: 076 580 4735

Email: berenice.delwai@sanlam.co.za


Name & Surname: Richard Kotze

Relationship: Team leader (Old Mutual)

Contact number: 041 582 2675 (w) 071 351 0306 (c)

Email: rjkotze@oldmutual.com


Name & Surname: Selby Skotha

Relationship: Team leader (Sanlam)

Contact number: 0796478339

Email: selby.skotha@sanlam.co.za

Timeline

Client Care Representative: Call Centre

Sanlam
06.2016 - 10.2023

Client Service Professional

Old Mutual Life Assurance plc
01.1994 - 06.2016

NQF Level 3 - Financial Services

Inseta

Senior Certificate -

Parkdene High School

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Valencia Cummings