Zoleka Nkonki
Wilgeheuwel
Summary
Motivated and dedicated customer service professional with over 10 years of experience in sales, claims administration, and customer support. Proven track record of problem-solving, managing policy updates, and delivering excellent client service. Highly organized, goal-oriented, and eager to contribute to team success through hard work and strong communication skills.
Overview
10
10
years of professional experience
Work History
Funeral Claim Assessor
Absa Bank Limited
Johannesburg
07.2021 - 03.2025
- Assessed and processed funeral claims in accordance with policy guidelines and timelines
- Liaised with clients to request additional documentation and clarify discrepancies
- Ensured accurate data entry into claims systems and tracked claim progress
- Maintained excellent customer service during emotionally sensitive interactions
- Worked closely with internal departments to resolve escalated issues efficiently
Claims Administrator
Affinity Funeral
Florida
01.2019 - 11.2020
- Processed claim documents received via email and submitted them to the payment department
- Conducted follow-ups with members who submitted incomplete documentation
- Issued repudiation letters and informed members of declined claims in a timely manner
- Compiled daily and monthly reports on paid claims using spreadsheets
- Ensured claims Standard Operating Procedures (SOPs) were up to date
Customer Service Agent
Affinity Funeral
Florida
11.2016 - 01.2019
- Handled inbound and outbound calls related to policy management
- Assisted clients with policy updates and cover upgrades over the phone
- Processed changes to client details on the system
- Responded to customer inquiries on social media platforms
Sales Consultant
Okeffe & Swartz
Randburg
04.2015 - 11.2016
- Conducted outbound calls to sell funeral policies
- Closed sales and met daily/weekly sales targets
- Adhered to sales-per-hour ratio guidelines
Education
National Certificate - Wholesale and Retail Operations
Edutel Training Center
Johannesburg10.2013
Matric Certificate -
Kwadeda Ngendlale High School
Soweto11.2010
Skills
- Microsoft Office Suite (Word, Excel, Outlook)
- Strong interpersonal skills
- Problem-solving abilities
- Creativity and adaptability
- Administrative and reporting skills
Accomplishments
- Awarded 'In It to Win It' Certificate, 2017, Affinity Funeral
- Promoted from Customer Service Agent to Claims Administrator, 2019
References
Available upon request
Languages
- English
- IsiXhosa
- IsiZulu
- Southern Sotho
Timeline
Funeral Claim Assessor
Absa Bank Limited
07.2021 - 03.2025
Claims Administrator
Affinity Funeral
01.2019 - 11.2020
Customer Service Agent
Affinity Funeral
11.2016 - 01.2019
Sales Consultant
Okeffe & Swartz
04.2015 - 11.2016
National Certificate - Wholesale and Retail Operations
Edutel Training Center
Matric Certificate -
Kwadeda Ngendlale High School