Zaheed Desai

Work History

Team Manager: Resolutions/Social Media Servicing

1Life: Long-term insurance (life and funeral)

2022.10 - Current

Managing the complaint resolution, Regulator engagement and social media servicing functions.
Improved communication between departments involved in the resolution process, reducing delays and increasing collaboration.
Collaborated with cross-functional teams to develop strategies for improving issue identification and resolution.
Created comprehensive reports on resolution trends, identifying areas of improvement for future resolutions.
Recognized as an expert in conflict resolution techniques, often consulted by colleagues on challenging cases.
Championed continuous improvement initiatives within the resolutions team, fostering a culture focused on excellence.
Conducted regular reviews of customer feedback to identify recurring issues and propose potential solutions.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Established team priorities, maintained schedules and monitored performance.
Increased team productivity by providing guidance, training, and support to junior staff members.
Streamlined resolution processes for quicker response times and increased customer satisfaction.

Complaints Resolution Officer

1Life: Long-term insurance (life and funeral)

2017.02 - 2022.09

Achieved high levels of customer satisfaction by consistently going above and beyond in addressing their concerns and ensuring they felt heard, valued, and respected.
Trained new employees on company policies and procedures related to complaint resolution, fostering a positive work environment focused on teamwork and collaboration.
Consistently exceeded departmental goals related to case closures, customer satisfaction ratings, and turnaround time metrics.
Negotiated mutually beneficial agreements between customers and the company, fostering long-term relationships.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Leveraged data and analytics to make informed decisions and drive business improvements.

Customer Sales and Service Expert

1Life

2012.03 - 2017.01

Collaborated with team members to achieve monthly sales targets and improve overall performance metrics.
Exceeded sales goals consistently through effective negotiation tactics and persuasive communication skills.
Maintained high levels of customer retention through exceptional service and follow-up communication.
Delivered excellent customer service by actively listening to concerns, empathizing with their situation, and offering practical solutions promptly.
Handled calls promptly and with courteous professionalism.

Financial Planner

Liberty Life: Long-term insurance (life, funeral, investment, wills and medical aid)

2011.01 - 2012.01

Negotiated competitive insurance policies on behalf of clients, securing optimal coverage at favorable rates.
Developed comprehensive financial plans for clients, resulting in improved long-term stability and growth.
Provided exceptional customer service, fostering positive word-of-mouth referrals from satisfied clients.
Navigated complex regulatory requirements, ensuring full compliance throughout all aspects of the financial planning process.
Continuously updated industry knowledge through professional development opportunities and staying abreast of market trends.

Corporate sales representative

Mango Airlines: Aviation

Created detailed reports on sales activities, forecasts, and results for management review and strategic planning purposes.
Boosted overall sales revenue by establishing strong relationships with key corporate clients.
Delivered comprehensive product training sessions for new corporate customers, ensuring proper usage and maximizing value from purchased solutions.
Expanded market reach for company products through targeted presentations and product demonstrations.
Provided exceptional customer service by promptly addressing client concerns and resolving issues.
Organized and attended trade shows, conferences, and networking events to generate leads and increase brand visibility.

Call centre team leader

Mango Airlines: Aviation

2006.01 - 2008.01

Fostered a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
Promoted a culture of continuous learning, providing ongoing training opportunities and resources for call center team members.
Assisted with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
Leveraged advanced problem-solving skills to address customer inquiries quickly and effectively, leading to increased satisfaction rates.
Reduced employee turnover rates through effective coaching techniques and ongoing support for team member success.
Oversaw call-monitoring, coaching, performance and corrective action for all team members.
Motivated employees to increase productivity and maximize service quality with hands-on leadership style.

Summary

Overview

Work History

Team Manager: Resolutions/Social Media Servicing

Complaints Resolution Officer

Customer Sales and Service Expert

Financial Planner

Corporate sales representative

Call centre team leader

Education

Certificate in Supervision -

Certificate in Business Writing - undefined

Diploma in Marketing Management - undefined

Wealth Management - undefined

BCom Marketing Management - undefined

Matric -

Compliance Management Short Course - Legal Studies

Leadership X

Skills

References

Interests

Timeline

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