Love for the outdoors
Zaheed Desai
Resolutions Manager
Johannesburg
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
Work History
Team Manager: Resolutions/Social Media Servicing
1Life: Long-term insurance (life and funeral)
10.2022 - 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)
02.2017 - 09.2022
- 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
03.2012 - 01.2017
- 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)
01.2011 - 01.2012
- 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
01.2006 - 01.2008
- 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.
Education
Certificate in Supervision -
Certificate in Business Writing - undefined
Diploma in Marketing Management - undefined
Wealth Management - undefined
BCom Marketing Management - undefined
Matric -
Matriculated with Merit
Compliance Management Short Course - Legal Studies
2019
Leadership X
04.2001 -
Skills
Flexible and Adaptable
Excellent Communication
Continuous Improvement Mindset
Problem solving
Conflict management
Risk Mitigation
References
- Zubair Cassim, 1Life Business Manager, 072 934 3407
- Ntsako Manganyi, Senior Manager - Customer Experience, Ntsakop.m@gmail.com
- Brendon Ephraim, Previous 1Life Business Manager, 081 545 3403
- Denvor Pillay, 1Life Claims Manager, denvorp@1life.co.za
- Andrew Cunningham, Liberty Life, 082 882 1884
Interests
Following up on current events
Reading
Timeline
Team Manager: Resolutions/Social Media Servicing - 1Life: Long-term insurance (life and funeral)
10.2022 - Current
Complaints Resolution Officer - 1Life: Long-term insurance (life and funeral)
02.2017 - 09.2022
Customer Sales and Service Expert - 1Life
03.2012 - 01.2017
Financial Planner - Liberty Life: Long-term insurance (life, funeral, investment, wills and medical aid)
01.2011 - 01.2012
Call centre team leader - Mango Airlines: Aviation
01.2006 - 01.2008
TIH - , Leadership X
04.2001 -
Corporate sales representative - Mango Airlines: Aviation
Damelin - Certificate in Supervision,
PMADS - Certificate in Business Writing,
IMM GSM - Diploma in Marketing Management,
Damelin - Wealth Management,
IMM GSM - BCom Marketing Management,
- Matric,
UCT - Compliance Management Short Course, Legal Studies