ZIME MNDAWENI
Sandton
Summary
As a student in Business Analysis and Psychology studies, and extensive experience as a Quality Assurance Officer, Team Leader for Direct Fast Track, Team Manager and now Executive Client Liaison Officer, I aim to leverage my academic background, professional expertise, and skills to excel in a dynamic work environment, where innovation, efficiency, and collaboration are valued. I aspire to utilize my strong analytical, problem-solving, and communication skills to foster a culture of continuous improvement, optimize organizational performance, and exceed customer expectations. Specifically, I seek a position where I can apply my knowledge of psychology to understand consumer behavior, customer needs, and market trends, and use this information to design and implement effective quality management strategies. I am eager to take on new challenges, learn from others, and benefit the organization through my proactive approach, attention to detail, and commitment to excellence.
Overview
20
20
years of professional experience
Work History
Excecutive Client Liaison Officer
Discovery Insure
Gauteng Sandton
08.2023 - Current
- Collaborated closely with management on strategies to improve overall client satisfaction and engagement within the company.
- Streamlined communication between departments, ensuring efficient resolution of client requests and concerns.
- Provided valuable insights for process improvements, leading to more efficient operations within the organization.
- Collaborated with internal teams to develop customized solutions that addressed unique client challenges.
Quality Assurance Officer
DISCOVERY INSURE
08.2021 - 06.2023
- Conducting quality checks, Analyzing quality metrics, Creating action plans, Documenting findings, Implementing changes, Conducting training, Communicating with stakeholders.
Generalist Broker Motor Team Leader
DISCOVERY INSURE
11.2019 - 07.2021
- Managing the team of Claims Handlers, Managing and reporting on the unit's performance, Communicating and interacting effectively with people at all levels, Ensuring compliance to contracted service levels and optimization of processes, Ensuring client satisfaction improvement using Customer Service Indicator results, Ensuring adherence to policies, legislative requirements, Responsible for staff morale, Managing of external and internal relationships, Establishing and maintaining quality standards that drive client delight and cost efficiency, Delivering first time right service excellence, Monitoring process compliance, Continually reviewing and measuring team activities against targets, standards and service levels, Leading and motivating staff, Managing, supporting and developing a team of people to ensure service delivery, Establishing and maintaining quality standards in respect of accurate claims management, Delivering results and meeting customer expectations.
Team Leader for Direct Fast Track
DISCOVERY INSURE
06.2018 - 11.2019
- Managing the team of Claims Handlers, Managing and reporting on the unit's performance, Communicating and interacting effectively with people at all levels, Ensuring compliance to contracted service levels and optimization of processes, Ensuring client satisfaction improvement using Customer Service Indicator results, Ensuring adherence to policies, legislative requirements, Responsible for staff morale, Managing of external and internal relationships, Establishing and maintaining quality standards that drive client delight and cost efficiency, Delivering first time right service excellence, Monitoring process compliance, Continually reviewing and measuring team activities against targets, standards and service levels, Leading and motivating staff, Managing, supporting and developing a team of people to ensure service delivery, Establishing and maintaining quality standards in respect of accurate claims management, Delivering results and meeting customer expectations.
Team Manager
IAG COLES MOTOR CLAIMS AUSTRALIA
06.2016 - 04.2018
- Managing the team of Claims Handlers, Managing and reporting on the unit's performance, Communicating and interacting effectively with people at all levels, Ensuring compliance to contracted service levels and optimization of processes, Ensuring client satisfaction improvement using Customer Service Indicator results, Ensuring adherence to policies, legislative requirements, Responsible for staff morale, Managing of external and internal relationships, Establishing and maintaining quality standards that drive client delight and cost efficiency, Delivering first time right service excellence, Monitoring process compliance, Continually reviewing and measuring team activities against targets, standards and service levels, Leading and motivating staff, Managing, supporting and developing a team of people to ensure service delivery, Establishing and maintaining quality standards in respect of accurate claims management, Delivering results and meeting customer expectations.
Senior Consultant
CCI
01.2013 - 01.2015
- Tracking attendance for management, Managing the Claims Admotor inbox, Managing the Incorrect Admin Allocation Tracker, Floor Support for consultants relating to process and product knowledge, Resolving Customer complaints and escalations, Call Investigations, All tasks done by the manager in their absence.
Lumley Retail Warranty Claims Consultant
CCI
01.2013 - 01.2015
- Lodging claims for Australian Customers, Member of employee Agent Forum, Selected as one of the Presenters for the CCI Induction Video.
WAITRESS PART TIME
WIMPY
01.2006 - 01.2011
VOLUNTEER
KEEP DURBAN BEAUTIFUL ASSOCIATION
01.2005 - 01.2008
Education
Applied Programme in Business Analysis - undefined
FACULTY TRAINING INSTITUTE
Bachelors Degree in Psychology & Media -
UNIVERSITY OF KWAZULU-NATAL (HOWARD COLLEGE)
Grade 12 - undefined
NORTHLANDS GIRLS HIGH SCHOOL
Skills
Strong Communication Skills: Effective communication is a vital skill I have excellent written and verbal communication skills which are essential
Project Management: I am able to manage multiple projects simultaneously I possess strong project management skills, including the ability to multitask, prioritize, and delegate tasks, are essential to ensure that projects are completed on time and within budget
Analytical Skills: I able to analyze complex data, identify trends, and make sound decisions based on that information I have strong analytical skills are essential for identifying risk factors, assessing damages, and identifying opportunities for improvement
Attention to Detail: I have a high degree of attention to detail I am able to review plans and specifications, identify potential problems, and ensure that all work is done to the required standard
Conflict Resolution: Conflicts can arise at a workplace I am skilled at resolving conflicts and negotiating solutions that are acceptable to all parties
Problem Solving: As I will face a variety of problems on a daily basis The ability to think creatively, identify alternative solutions, and make informed decisions is essential
Quality management strategies
Report generation
Verbal and written communication
Teamwork and Collaboration
Decision-Making
Excellent Communication
Complex problems analysis
Strategic partnerships
Careerachievements
- Operations Team Leader Quarter 4 winner at Discocery Insure- 2019
- Top Team Leader Direct at Discovery Insure- 2018
- Team Manager for IAG Coles Motor Claims 2016-2017
- Word of Hope Ministry Leadership 2014-2016
- Senior Consultant for IAG Coles Motor Claims 2016
- Black Management Forum Student Chapter, Chairperson UKZN Howard College Branch in 2010-2011
- His People Campus Ministry Leadership 2009-2011
- Executive member of the Student Representative Council in 2009 - 2010
References
- Moses Thompson, Quality Auditing Manager, 0724096196
- Amanda Letlape, Claims Manager, 0825729061
- Musa Dliso, Claims Manager, 0784012491
- Jacqueline Naidoo, Fast Tracker Manager, 0795642431
- Brian Thabo Modise, Head of Claims, 0849997309
Timeline
Excecutive Client Liaison Officer
Discovery Insure
08.2023 - Current
Quality Assurance Officer
DISCOVERY INSURE
08.2021 - 06.2023
Generalist Broker Motor Team Leader
DISCOVERY INSURE
11.2019 - 07.2021
Team Leader for Direct Fast Track
DISCOVERY INSURE
06.2018 - 11.2019
Team Manager
IAG COLES MOTOR CLAIMS AUSTRALIA
06.2016 - 04.2018
Senior Consultant
CCI
01.2013 - 01.2015
Lumley Retail Warranty Claims Consultant
CCI
01.2013 - 01.2015
WAITRESS PART TIME
WIMPY
01.2006 - 01.2011
VOLUNTEER
KEEP DURBAN BEAUTIFUL ASSOCIATION
01.2005 - 01.2008
Applied Programme in Business Analysis - undefined
FACULTY TRAINING INSTITUTE
Bachelors Degree in Psychology & Media -
UNIVERSITY OF KWAZULU-NATAL (HOWARD COLLEGE)
Grade 12 - undefined
NORTHLANDS GIRLS HIGH SCHOOL