Larissa Govender

+10 years of customer service experience. +-5 Years of Customer Service Team Leader experience, managing frontline staff. I have worked at grassroots level on the phones and have experience in the Energy, Gas, Insurance, Motor, and Home Claims sectors across the UK and AUS respectively on Inbound and Non-voice and Digital platforms, with advanced expertise in Microsoft Office and Microsoft Excel. I am looking to leverage my knowledge and team leader experience to take on the role of operations manager.

Sales and Service Agent at CCI (Call Centre International)

• Broadband sale and service agent
• Telephone broadband sales B2C
• Answer of calls and assisting with broadband service
• Selling broadband

Receptionist/Administrator at Tiger Wheel and Tyre

• Customer face role dealing with queries
• Doing invoices
• Assisting customers with queries

Sales and Service Agent for Insurance (Inbound) at CCI (Call Centre International) (2013-01 – 2019-12)

• Answering calls
• Assisting with insurance information
• Selling insurance packages

Webchat Agent at CCI (Call Centre International) (2013-01 – 2019-12)

• Online customer service
• Dealing with multiple customer queries at once
• Understanding and assisting with insurance policies

Business Services Consultant (Accounts Team) at CCI (Call Centre International) (2013-01 – 2019-12)

• Assisting Consultant with refund queries
• Processing refunds and cancellations of policies
• Ensuring that a policy was canceled and refunded correctly
• Authorizing refunds

Underwriting Team at CCI (Call Centre International) (2013-01 – 2019-12)

• Understanding the policy process
• Making sure the claim was valid
• Evaluating claim risks
• Making sure the cover was correctly applied
• Determine the risk of policies

Claims Specialist at CCI (Call Centre International) (2013-01 – 2019-12)

Lodging of claims. Reasons for leaving- I was retrenched

• Calling all parties involved
• Sending claims documents
• Contacting witnesses
• Following up with onsite assessors
• Getting quotes for the damages
• Contacting third parties' insurance
• Updating clients on the process of the claim
• Managing claims after being lodged
• Determining valid claims
• Explaining the claims process
• Assisting with claims payout
• Total loss assessment
• Collecting excess payments
• Explaining how the excess works and would affect clients

Debt Collection Agent at MBD (Transactional Capital Recoveries) (2019-06 – 2022-08)

• Calling a customer with an outstanding epass for payment
• Ensuring the payment arrangements were made on time
• Assisting with payment plans
• Closing off old debts

Team Leader at MBD (Transactional Capital Recoveries) (2019-06 – 2022-08)

Team leader for 2 Years. Reasons for leaving- I was retrenched, Campaign closed due to covid

• Managed only new starters (Nesting)
• Coaching and Development of agents
• 121 support of key KPI's
• Refresher training and onboard assistance
• Implementation and monitoring of MOR (Manager Operating Rhythm) adherence
• Updates and reporting on the above to Senior level
• Managed Outbound Collections Team
• Mentored agents who had potential
• Ongoing upskilling and knowledge updates via weekly knowledge checks in the form of a quiz

Sales and Service Consultant at Huntswood SA (2022-09 – 2023-03)

Was relocated to Cape Town in Dec 2022

• Assisting with Lodging claims
• Selling insurance policies
• Allocation of technicians

SME (Cape Town) at Huntswood SA (2022-09 – 2023-03)

• Teaching newcomers the process
• Showing how to lodge claims
• Teaching different systems/processes

Team Leader at Huntswood SA (2022-09 – 2023-03)

Team leader for 6 Months (Cape Town). Left due to transportation issues in Cape Town and found something that was closer

• Managed only new starters (Nesting)
• Coaching and Development of agents
• 121 support of key KPI's
• Refresher training and onboard assistance
• Implementation and monitoring of MOR (Manager Operating Rhythm) adherence
• Updates and reporting on the above to Senior level
• Mentored agents who had potential
• Ongoing upskilling and knowledge updates via weekly knowledge checks in the form of a quiz

Customer Service Team Leader at IGT Solutions- United Airlines (2023-04 – 2024-02)

Team leader for 11 Months (Cape Town). Left in Feb 2024, returned home to Durban due to personal issues

• Managed only new starters (Nesting)
• Coaching and Development of agents
• 121 support of key KPIs
• Refresher training and onboard assistance
• Implementation and monitoring of MOR (Manager Operating Rhythm) adherence
• Updates and reporting on the above to Senior level
• Mentored agents who had potential
• Ongoing upskilling and knowledge updates via weekly knowledge checks in the form of a quiz

Operations Supervisor- Customer Service Team Leader at NEARSOL SA (ACT) (2024-02 – 2025-03)

Reasons for leaving- Got retrenched

• Managed only new starters (Nesting)
• Coaching and Development of agents
• 121 support of key KPIs
• Refresher training and onboard assistance
• Implementation and monitoring of MOR (Manager Operating Rhythm) adherence
• Updates and reporting on the above to Senior-level
• Mentored agents who had potential
• Ongoing upskilling and knowledge updates via weekly knowledge checks in the form of a quiz

Quality Assurance (QA) Team Leader (USA Fibre campaign) at THE UNLIMITED INTERNATIONAL (2025-05 – 2025-09)

• Deliver feedback that helps agents win
• Coaching and Development of agents
• Refresher training and onboard assistance
• Flag risks, ensure compliance, and drive continuous improvement

Customer Service Team Leader (HUDA) at Amalfi Outsourcing (2025-09 – Present)

• Managed only new starters (Nesting)
• Coaching and Development of agents
• 121 support of key KPIs
• Refresher training and onboard assistance
• Implementation and monitoring of MOR (Manager Operating Rhythm) adherence
• Updates and reporting on the above to Senior-level
• Mentored agents who had potential
• Ongoing upskilling and knowledge updates via weekly knowledge checks in the form of a quiz

MATRIC – HAVENPARK SECONDARY SCHOOL (2012-12)

TEFL UNIVERSAL – ENGLISH ONLINE (2024-03 – 2024-04)