Service Specialist
Momentum
مجموع سنوات الخبرة :28 years, 5 أشهر
Momentum
Responsible for effective and consistent service delivery and support to internal and external parties
Engagement and retention of clients within current portfolio
Responsible overall for the achievement of set team targets
Responsible for managing reputational and financial risk as a result of interactions with internal and external clients
Maintaining internal and external relationshipsby successfully networking to ensure successful delivery of client centric service
Deliver awesome service to clients, ensuring that service is effective and consistent and in line with the company’s values and principles
Managing own performance and development, including personal improvement of knowledge levels and personal growth
Momentum
Responsible for effective and consistent service delivery to internal and external parties, management of escalated queries
Manage Service level agreements (TAT and SDTA)
Effective work distribution and scheduling
Knowledge management and process improvement efficiencies
Identify and prevent both financial and reputational risks
Leadership, growth and development of the team and individuals
Performance management and development
Improve and manage brand ambassadorship and client experience in alignment with the greater strategy
Implement and improve retention strategy within the service team.
Momentum
Ensuring that department structures are aligned to business objectives
Analyse and develop business operational plans based on data analysis
Ensure satisfactory resolution of all queries and problems escalated
Ability to design and implement work plans to improve output objectives
develop and maintain relationships with parties that can enable the achievement of the organisation’s sales and marketing strategy for the long and short term basis
Directing and motivating team towards realising agreed upon target and achieving the results
Motivating and monitoring staff daily
Coaching and mentoring of staff and following performance management guideline to aid staff to achieve and exceed their targets as well as to achieve business objectives
Assisting the Quality specialist and Leads coordinator with guidance and knowledge in improving output of sales
Monitoring and maintain service levels in work force and quality queues
Initiating and delivering of weekly and monthly incentive programs
Liaising with external staffing partners ensuring that performance management is done
Liberty Life
Responsible in preparing of Financial Needs Analysis for clients for financial planning and wealth creation
Providing sound financial advice and solutions to the needs of the individual and business entities based on results from FNA’s and offering the client affordable and expert solutions available from Liberty’s extensive list of Portfolios which included Life Cover, Dread Disease Insurance, Disability Insurance, Retirement Annuities, Investment options etc.
Responsible for Managing and maximising outbound and Inbound Sales
Leading a team of Outbound Sales Agents, managing sales, risk mitigation, cancellations, rebrokes, amendments and policy fulfilment service levels and processes
Providing Product knowledge training to agents and various Insurance partners.
Effectively coaching, mentoring, and up skilling of subordinates to attain improvement in effective handling of calls and processes, promoting customer service excellence
Maintaining service levels with internal and external customers
Promoting growth, development, guidance support in a motivating manner to agents, ensuring that the workplace is a happy and healthy environment
Involved with recruitment of new team members, assessing performace of agents through KPA’s etc.
Responsible for preparing monthly and weekly reports
Managing, coaching and mentoring of young aspiring team leaders and sales agents and helping agents meet compliance requirements
Managing a team of 7 team leaders and a learn ship of 70 agents
Managing learnership process, policies and procedures
Effectively motivating team leaders to achieve sales targets
Guide, develop and support the team, assist with queries
Contracted KPA’s with each team member, including Coaching for results, Quality Assessment coaching
Achieve and maintain high standards on KPA as contracted by my team manager
Recruiting new team members as needed. Interviews and talent searching
Responsible for preparing monthly and weekly reports
Responsible for Credit Card Sales, selling Short Term Insurance products, accidental death and disability products
Providing sales solutions and excellent sales service
Assisting the Team Leader with oral communications coaching sessions
Dealing with queries and assisting agents to achieve targets
Melton Adhesives
General & Product management of staff, processes and administration
Production scheduling and supervising
Responsible for quality control
Responsible for logistics scheduling
General administration
Debtors and Creditors Control
Reconciliations and Invoicing
Govan Mani
Sales of household appliances and electronic equipment
Deliveries and Installation of TV and Video equipment
Courses: RPF 1 Accreditation, RPF 2 Accreditation Key Modules: • 99 Long Term Insurance Credits (Registered with Life Offices Association, FAIS & FICA Compliant)