Briliant Nchabeleng

I am a 42-year-old lady with a National Diploma in Office Management and Technology and currently studying towards my second qualification in Advance Certificate in Management. I am a highly motivated and results driven professional with over 15 years extensive experience in administration, data analysis, marketing management, stakeholder engagement, complaints management and customer service. With a strong background in financial services, I have developed a comprehensive skill set that enables me to lead teams effectively, manage operations efficiently, and deliver superior service across multiple functions.

Team Leader Customer Service Contact Centre at Old Mutual (2024-08 – Present)

• Daily management of the Contact Centre and Staff (Lending and Banking)
• Audit calls and manage end-to-end customer journey and experience.
• Conduct performance reviews, coaching, mentoring, development, and training of staff.
• Manage and implement change withing the department
• Resolve escalated clients' queries/complaints and provide feedback to clients.
• Turn customer feedback into improvement opportunities to ensure customer satisfaction
• Manage/reduce turnaround time on clients' requests and ensure timeous resolutions.
• Monitor and measure daily performance and foster customer first mindset in the team.
• Responsible for driving the division's visions, standards and expectations across the team.
• Handle customer complaints and use details to identify issues impacting customer experience
• Collaborate with other department to ensure alignment towards managing customer experience
• Management of the department budget and acquisition of goods and services

Branch Manager at Old Mutual (2016-10 – 2024-07)

Promoted

• Daily management of branch operations and administration.
• Drive branches sales and ensure profitability through guidance and support
• Receive and review new loan application before sending for approval.
• Monitor and analyse daily branch performance against monthly projected targets
• Ensure delivery of superior services to internal/external clients and stakeholders
• Establish and manage stakeholder relationships and conduct presentations
• Conduct performance reviews, coaching, mentoring, development, and training of staff
• Investigating complaints received, ensure resolutions and provide feedback to clients
• Ensure compliance with all regulations and legislations for audit purpose

Dep Head: Client Services at Avbob Mutual Assurance (2011-10 – 2016-09)

• Ensure delivery of excellent customer service to both internal/external clients
• Monitor premium collection for policy and loan payments daily
• Received and capture new claims
• Ensure timely claim resolution (funeral arrangements and payments for cash claims)
• Monitor that requests received from clients are captured and processed
• Conduct training on new products and risk awareness education to staff
• Management of the department budget and acquisition of goods and services
• Ensure compliance with hr regulations, monitor and approve leaves

Administration Head at Avbob Mutual Assurance (2009-08 – 2011-09)

• Ensure delivery of excellent customer service to both internal/external clients
• Monitor premium collection for policy and loan payments daily
• Administration of daily reconciliation of cash collected and banking
• Receive and capture new claims and ensure processing by claims department
• Ensure timely claim resolution (funeral arrangements and payments for cash claims)
• Manage and handle complaints and manage customer expectations.
• Conduct training on new products and risk awareness education to staff
• Management of hr issues including management of leaves
• Management of the office budget, stationary, refreshments, goods and services

Switchboard Operator and Claims Admin at Assupol Life (2007-09 – 2009-07)

• Management of the company's switchboard
• Receiving and capturing of new claims (Dearth, premium waiver, retrenchment, cashback)
• Communicate and explain claim process and progress to clients
• Sending out email communications for outstanding documents requests
• General administration – Assist with copies, faxing and Printing of documents

Administrator at Dr George Mukhari Hospital (2006-07 – 2007-08)

• Management of patience file, capture new test results and records
• Data capturing and updating of patience progress results on database
• Compiling of daily, weekly and monthly statistics reports
• Handle queries and complaints ensure resolutions
• General administration – Assist with copies, faxing and Printing of documents

Class of Business CPD in Long-term Insurance, Pension Funds Benefits, Short-term Insurance: Personal Lines, Investments, Short- and Long-Term Deposits – Milpark Education (2025)

Advance Certificate in Management in Management – Milpark Education (2024)

National Diploma in Office Management and Technology – Tshwane University of Technology (2007)

Matric/Grade 12 – Hofmeyr High School (2002)