Kgaugelo Maphutha

Client Care Advisor with 7+ years' experience in customer service, claims administration, and insurance operations. Strong communicator with proven ability to meet performance targets, maintain high customer satisfaction, and work effectively in fast-paced environments. Currently transitioning into the logistics sector, leveraging a Bachelor of Commerce in Transport and Logistics and strong analytical and operational skills.

Client Care Advisor - Momentum Insure - Centurion, South Africa

(2024-01)

• Managed policies and premium queries across multiple service channels.
• Captured and administered new and existing insurance claims.
• Handled objections and identified upselling opportunities on existing policies.
• Provided online and app-based customer support.
• Maintained high CSI scores through first-call resolution and accurate information.
• Met and exceeded KPIs including response ratio, service levels, and quality standards.

Frontline Claims Consultant - Telesure Investment Holdings – Auto & general Australia - Riverglen, South Africa

(2023-01 - 2024-06)

• Lodged, assessed, and administered insurance claims.
• Determined claim liability and recovery potential.
• Applied underwriting criteria on policies, insurance contracts, and regulatory requirements.
• Authorized claims and ensured timely claim finalization.
• Coordinated repairs by referring clients to approved service providers.
• Follow up on repairs and outstanding documents follow up.
• Administered and arranged car hire

Customer Service Consultant - Telesure Investment Holdings – Dialdirect Insurance - Riverglen, South Africa

(2019-07 - 2022-12)

• Managed general policies and premium-related queries.
• Provided customer service via telephone and email.
• Captured and processed claims telephonically.
• Performed administrative duties and maintained client records.
• Handled objections and upsold on existing policies.
• Upselling and cross-selling on existing policies in line with customer needs.

Outbound Engagement Consultant - Telesure Investment Holdings – Dialdirect Insurance - Riverglen, South Africa

(2018-11 - 2019-06)

• Delivered effective customer service support, addressing enquiries, concerns, and complaints across multiple channels.
• Managed upselling opportunities by identifying customer needs and promoting relevant products and services.
• Handled premium collections, ensuring accurate processing and adherence to payment policies.
• Processed policy reinstatements in line with company procedures and compliance requirements.
• Provided online and digital support to resolve customer queries efficiently.

Front desk & Office Admin - Computer Storage Services Int - Midrand, South Africa

(2016-12 - 2017-11)

• Managed switchboard and reception duties, handling calls and visitors professionally.
• Booked and logged data recovery jobs, ensuring correct labelling and tracking.
• Prepared and sent quotes, followed up on payments, and assisted with collections.
• Coordinated with operations on incoming and outgoing data recovery jobs.
• Compiled Excel reports and collected data from multiple office branches.

Office Administrator - GetHealth Clinic - Johannesburg, South Africa

(2015-09 - 2016-05)

• Welcomed and assisted patients at the clinic reception.
• Managed switchboard calls and front-desk enquiries.
• Handled patient billing and invoicing.
• Liaised with suppliers and maintained external relationships.

Bachelor of Commerce - Transport & Logistics - University of South Africa (2025-10)

Class of Business Commercial Lines Certificate (2024-07)

Short Term Insurance 160 Credits NQF 4 - BRC INSETA (2022-12)

RE5 Regulatory Exam Rep in All Categories FSP Certificate (2021-03)

Class Of Business in Personal Lines Certificate (2019-06)

Grade 12 - Ngwana Mohube High (2010)