Welcome Sipamandla Mbotshelwa
Customer Relationship Manager
Summary
I am a personable Customer Relations leader who is driven to exceed customer expectations while promoting adherence to company standards and guidelines. I have a proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. I have demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time. I am an encouraging manager and analytical problem-solver with talents for team building, leading, motivating, as well as excellent customer relations aptitude and relationship-building skills. I am proficient in using independent decision-making skills and sound judgment to positively impact company success. I am dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Relationship Manager
OMiX Customer COE | Old Mutual Limited
5 2017 - Current
- Responsible for resolving technical and complex advice-related queries, escalations, and complaints while maintaining relationships between clients/intermediaries and Old Mutual.
- Created customer support strategies to increase customer retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Championed a customer-centric culture within the organization, leading by example through empathetic engagement with complainants and proactive problem-solving abilities.
- Participated in quality assurance audits, reviewing complaint files for compliance with company policies and regulatory requirements.
- Shared insights gleaned from escalated complaints with relevant departments, fostering a collaborative approach to continuous improvement efforts across the organization.
- Conducted root cause analysis of recurrent complaints, developing targeted strategies to prevent future occurrences.
- Used statistical methods to analyze data and generate useful business reports.
- Presented analytical findings to executive leadership, influencing key decisions based on quantitative evidence.
Senior Administrator
New and Existing Business | Old Mutual Limited
07.2015 - 04.2017
- Processing and coding all new business applications of Old Mutual (Greenlight, Max Investment, and Max Income)
- Identified areas for process improvement, leading to enhanced productivity and reduced turnaround time.
- Reduced errors in captured data by implementing thorough quality control measures and checks.
- Collaborated with team members on data validation, derived key insights, coordinated and prioritized tasks and communicated updates about fixes.
- Checked for accuracy by verifying data and records.
Sales Support Administrator
Direct Financial Adviser (DFA)| Old Mutual Limited
03.2013 - 05.2015
- Responsible for capturing and processing all DFA sales for new business submissions.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Facilitated smooth communication between sales executives and clients, ensuring timely responses to queries.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Directed sales support staff in administrative tasks to help sales reps close deals.
Education
Bachelor of Commerce - Management Information Systems
University of The Western Cape
Cape Town, South Africa 04.2001 -
Data Science With Python And Tableau Certificate - Data Science
Deviare Digital Skills Training
Sandton, South Africa 04.2001 -
Business Communication Certificate - Business Communications
Wits University (Digital School)
Johannesburg, South Africa 04.2001 -
Project Management Certificate - Project Management
Faculty Training Institute (FTI)
Cape Town, South Africa 04.2001 -
National Senior Certificate (Grade 12) - Commerce
I.D Mkhize High School
Cape Town, South Africa 04.2001 -
Skills
Documentation And Reporting
References
Vuyani Ntantiso
Technical Team Leader - Old Mutual Limited
Phone: 021 504 0708 / 071 388 0506
Email: vntantiso@oldmutual.com
Zita Wicht
Technical Team Leader - Old Mutual Limited
Phone: 021 504 0706 / 084 401 0510
Email: zwicht@oldmutual.com
Timeline
Senior Administrator
New and Existing Business | Old Mutual Limited
07.2015 - 04.2017
Sales Support Administrator
Direct Financial Adviser (DFA)| Old Mutual Limited
03.2013 - 05.2015
Bachelor of Commerce - Management Information Systems
University of The Western Cape
04.2001 -
Data Science With Python And Tableau Certificate - Data Science
Deviare Digital Skills Training
04.2001 -
Business Communication Certificate - Business Communications
Wits University (Digital School)
04.2001 -
Project Management Certificate - Project Management
Faculty Training Institute (FTI)
04.2001 -
National Senior Certificate (Grade 12) - Commerce
I.D Mkhize High School
04.2001 -
Customer Relationship Manager
OMiX Customer COE | Old Mutual Limited
5 2017 - Current
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