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Work History


Case Manager

  • Responsible for promoting a positive customer and dealer relationship ensuring maximum customer satisfaction, whilst actively striving for organisational excellence
  • Demonstrate a customer centric focus through the customer journey and have the ability to negotiate win-win outcomes with customers
  • Liaising with the dealer network on a daily basis to resolve issues
  • Keeping accurate records of discussions or correspondence with customers
  • Use innovative approaches to resolve customer issues. Ensuring new ideas about customer resolution are shared within department and business
  • Develop and maintain product knowledge business process and, system expertise to meet on- going customer and Client needs
  • Effectively manage customer relationships through understanding customer expectations and setting realistic and timely agreements for future contact
  • To seek out effective resolutions for customers concerns through proactive investigation
  • To be fully accountable for all decisions made when managing a customer’s concern within the prescribed processes and procedures of the CRC
  • Achieve key performance indicators of the role, both quality and quantity – CSI, quality and productivity
  • Use integrity and judgment on resolution
  • Conducts all interactions both internally and externally with dignity and respect
  • Adhere to company policies and procedures
  • Follow all health and safety regulations
  • Other duties assigned by Team Manager
01 Mar 201501 July 2016

Retentions Advisor


Retaining client for business by:

Giving financial advice in insurance industry

Reviewing risk on portfolio

Doing product comparisons

Giving Awesome service

Discussing needs and goals of insurance

Selling insurance on items that have not been added to policy

Generating leads for new clients

Quoting on any insurable item

Providing financial advise on existing policies

Mar 201429/02/2015

Call Centre Manager


Develop a strategy the team will use to reach its goal. Communicate clear instructions to team members

Handle complaints and compliments.

Listen to team members' feedback.

Manage the flow of day-to-day operations.

Create reports to update the company on the team's progress.

Distribute reports to the appropriate personnel

Liaise with Directors regarding departments progress and concerns

Handle staff complications, manage leave and disciplinary action with HR

Track progress of Department/company and discuss weekly with Directors

Jun 2012Mar 2014

Call Centre Technical Support Team Leader


Develop a strategy the team will use to reach its goal

Provide any training that team members need

Communicate clear instructions to team members

Listen to team members' feedback

Monitor team members' participation to ensure the training they providing is being put into use and also to see if any additional training is needed

Manage the flow of day-to-day operations

Create reports to update the company on the team's progress

Distribute reports to the appropriate personnel

All training of new employees

Feb 2010Apr 2012

Call Centre Supervisor

MMT Attorneys

Primary Tasks:

Completing OPR & CQM reports daily to predict agent performance.

Manage all accounts according to set SLA.

Critical planning and execution of Strategic Plans to ensure workflow.

Secondary Tasks:

Visible Supervision

Managing risks'

Daily and monthly reporting

Meetings with staff and senior management to discuss goals

Monthly meetings with clients to discuss performances

All queries

Liaison with clients and debtors vie telephone and e-mail

Alternate tasks:

Liaison with Metonymy, XDS and Transunion.

Account dissection

Importing new data.

2IC to System Administrator

Assisted with IT support

System training, and call coaching with all staff


Jan 2001Dec 2005


Hoerskool Driehoek