Sheriden Ratali

Highly motivated and results-driven Call Centre Team Leader and Sales Specialist with over 20 years of experience in inbound/outbound environments, particularly within the short-term insurance and financial services sectors. Proven track record of managing high-performing sales operations, driving team productivity, and exceeding revenue milestones. Expert in performance coaching, side-by-side agent mentoring, and managing multi-product campaigns including life insurance, medical, and asset protection.

Team Leader – Life Insurance - Blue Mercury Financial Services

(2025-07)

• Lead and manage a high-performance outbound sales team specializing in direct-to-consumer life insurance policies.
• Conduct daily performance monitoring, side-by-side coaching, and script optimization to maximize conversion rates and overall product quality.
• Ensure strict adherence to compliance mandates, quality assurance frameworks, and industry financial regulations.
• Drive team engagement strategies to consistently hit and exceed aggressive weekly and monthly team sales targets.

Sales Consultant / 2IC (Second-in-Charge) - Rewardsco

(2021 - 2025-07)

• Marketed and closed sales for motor warranty plans and short-term car insurance policies.
• Stepped up as 2IC to support floor management, handle escalated customer queries, and keep team productivity aligned with monthly sales milestones.

Insurance Consultant - AllLife

(2019 - 2021-04)

• Managed end-to-end outbound sales pipelines specializing in short-term insurance products.
• Operated in a freelance capacity, demonstrating high self-discipline, time management, and independent target delivery.

Team Leader - Youi Insurance

(2015-09 - 2018)

• Led a high-performing sales team servicing international clients across Australia and New Zealand for car, home, watercraft, business liability, and trailer insurance.
• Selected for the internal "Ignition Programme" executive management development track.
• Drove team daily/monthly target strategies and executed continuous side-by-side coaching.

Team Leader / Sales Consultant - O’Keeffe & Swartz

(2006-09 - 2015-08)

• Team Leader (August 2009 – August 2015): Managed outbound telesales teams targeting short-term insurance, hospital plans, and disability products for 5 major South African banks.
• Conducted formal call evaluations, performance coaching, and motivational workshops that consistently moved the team past baseline targets.
• Formally appointed as Second-in-Charge to manage operations during the Sales Manager's absence.
• Sales Consultant (September 2006 – July 2009): Executed cold calling and lead follow-ups, regularly ranking at the top of the sales leaderboard using Crossell and Phoenix v7.1 programs.

Call Centre Supervisor (Inbound & Outbound) - Radio Surveillance Group of Companies

(1998-08 - 2006-06)

• Structured a high-volume emergency response call centre environment, overseeing critical inbound alarm dispatches and outbound security updates.
• Maintained the central client profile database and strengthened communications between the logistics team, armed response units, and key clients.

Grade 12 Certification - Avoca Secondary School (1993)