Kagiso Mogotsi

Europ Assist

Customer care agent

Call Centre Agent

CALL CENTRE AGENT | EUROP ASSISTANCE | 1ST NOVEMBER 2012- 29 APRIL 2013 • Description: I was employed as an inbound call centre agent for MTN 112 (Emergency Line) • Duties: Handling Emergency Calls • Diagnosing whether calls are classified as an emergency • Logging of cases • Transferring clients to appropriate emergency service (Ambulance, Police or Firefighters) according to type of emergency

Aegis

Customer care agent

Call Centre Agent

CALL CENTRE AGENT | AEGIS | 5TH AUGUST 2013 – 20 JANUARY 2014 • Description: I was employed as an inbound call centre agent for Gidani (The National Lottery) • Duties: Troubleshooting terminals • Logging and escalating cases to relevant details • Resolving any Lotto related queries from clients

Zimele PTY LTD

Administrators

Administrator

ADMINISTRATION CLERK | ZIMELE PTY LTD | 16 MARCH 2015 – 31 November 2018 • Description: I was employed as an administration clerk • Duties: Handling external or internal communication management systems • Organizing, arranging and coordinating meetings • Sorting and distributing incoming and outgoing post • Track stock and office supplies and place orders when necessary • Manage Agendas/appointments etc. • Manage phone calls and correspondence

Fnb

Customer care agent

Call Centre Agent

CALL CENTRE AGENT | FNB | 05 DECEMBER 2017 – 31 MAY 2019 • Assisting with submitting funeral claims • Assisting with follow ups • Understanding the terms and conditions of 13 products • Assist with general queries • Assist with escalating claims out of TAT • Represent FNB Life brand • Provide efficient customer service • Provide empathy and assist distressed clients

Claims Assessor

Operations Clerk

Claims Assessor

CLAIMS ASSESSOR | FNB | 31 May 2019 – 31 August 2021 • Working on Funeral Claims o Assessing funeral claims o Checking validity of claims o Conducting fraud checks o Communicating with the claimant o Escalating claims as per mandate o Validating claims o Quality checks on funeral claims o Loading and payment of claims • Working on Business initiated claims o Checking validity of claims o Using multiple systems to trace next of kin o Initiate telephonic claims o End to End assessment of claims o Updating statistics for weekly check ups • Working on Credit Life policies o Communicating with product house o Assessing credit life claims • Working on Life Cover Claims o Request of medical records o Validating claims o Communicating with claimant o Referral of claims when required o Communicating with underwriting team o End to End claim assessment

Fnb

Claims manager

Second In Charge

SECOND IN CHARGE | FNB | 30 June 2018 – 31 August 2021 o Taking orders by obtaining and verifying information. o Transmitting information to the team o Planning and Reporting Statistics to the team o Provides product/service information by answering questions, offering assistance. o Maintains call centre database by entering and verifying information, updating contact log. o Improving quality results by recommending changes. o Keeps equipment operational by following established procedures, reporting malfunctions. o Updating job knowledge by participating in educational opportunities. o Enhancing organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Fnb

Claims manager

Admin Team Leader

TEAM LEADER | FNB | 01 September 2021 – Current o Coaching and mentoring o Communicating goals and targets o Setting objectives o Sharing feedback o Leading team meetings o Leading 1-2-1s and personal development plans (PDPs) o Pitching ideas through presentations and reports o Supporting social and wellbeing activities o Using incentives and rewards o Transmitting information to the team o Planning and Reporting Statistics to the team o Provides product/service information by answering questions, offering assistance. o Maintains call centre database by entering and verifying information, updating contact log. o Improving quality results by recommending changes. o Keeps equipment operational by following established procedures, reporting malfunctions. o Updating job knowledge by participating in educational opportunities. o Enhancing organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Grade 12 / Matric

United Church School

Matric