Mari-Louise De Kock
St Heliers ,Auckland
Summary
Demonstrative Client Support Specialist known for successfully handling tasks in high-volume setting. Promoting fantastic self management organisational skills. Great attention to detail and commitment to best-in-class customer service.
Overview
12
12
years of professional experience
Work History
Client Support
Apex Advice Group
Mount Eden , Auckland
Current - Current
- Assist Advisers with all existing business administration requirements - this includes insurance and investment business
- Assist clients with business and personal claims and guide them through the process
- Attend to existing client policy queries and or changes as required
- Action phone calls and emails regarding conservation/cancellation of policies
- Preparation of schedules of benefits for clients
- Liaise with product providers and follow through as required
- Updating of client accounts (personal details, contact details and addresses) in Akina
- Generation of cases in Akina for follow up as per client need
- Lead generation for other areas of the business
- General assistance to management, advisers and support teams as and when required
- Participate in and follow all health and safety requirements
- Other duties as may be requested from time to time.
Business Claims Advisor
OUTSURANCE
Johannesburg
2021 - 10.2022
- Multi-Skill claims' processing
- Engage telephonically with diverse clientele
- Apply in-depth Business Product knowledge as well as Personal product knowledge
- Organising and efficiently streamlining the claims process for clients
- Having an excellent command of simultaneously running various systems while being empathetic while attending to clients'
- Attend to insurance claims: Register claims, Review claim submissions, Verify and process various information, Review clients' policy documents, Manage clients' expectations, Determine policy coverage and calculate claim amount, Handling all enquires on claims, Make payments, Manage entire claim process from inception to completion, All while providing: a high level of service and ensuring we operate in-line with legislation, rules and regulations
- Liaise with various internal departments to expedite the claims process
- Work under pressure and still maintain great attention detail while performing daily duties
- Appoint relevant service providers to the applicable claim
- Co-ordinated claims effort within the Business Claims Team
- Time management for the best out-put based performance
- Being versatile and adaptable (in the event of a catastrophe, i.e.: flood)
- First call resolution approach.
Sales Consultant
OUTSURANCE
Johannesburg
2021 - 2021
- Engage telephonically with clients
- Convert leads into sales in terms of the minimum quantity and quality targets that are in place
- Presenting, promoting and selling products and services by using solid arguments
- Answer customer questions and address concerns by applying in-depth product knowledge
- Effective and responsible time management
- Responsible for maintaining a positive relationship with clientele
- Efficiently working in a high-stressed, fast-paced work environment
- Being able to multi-task while simultaneously servicing clients
- Time management for the best out-put based performance
- Co-ordinated sales effort within a team
- Adjusting scripted sales pitch to meet the needs of clientele
- Brand and quality awareness
- Maintain a high level of confidentially on all systems.
Senior Executive Assistant
WEHMEYER CONSULTING
Pretoria
08.2020 - 01.2021
- General Office Management
- Support management function
- Acting as the point of contact between the internal employees' and external clients' with Management
- Attending to requests and queries appropriately
- Diary Management: schedule meetings and appointments, Take dictation and minutes, Taking action points and writing minutes, Preparation of all documentation for meetings, Attend to all travel arrangements, Source office supplies, Conduct research, Produce reports, presentations, and briefs, Manage, develop and maintain office administration and operational system, Uphold a healthy office culture: lead by example, Improve, maintain and manage office systems, Reading, monitoring, and actioning instructions accurately, Answering calls and liaising with clients competently, Preliminary drafting of correspondence on Managements' behalf, Delegating and managing work in the employers' absence, Ensure correct protocol within the office is followed, Planning and organizing events, Sourcing and ordering stationery and office equipment, General assistance on ad hoc projects.
Administration/Article Clerk
JOHN WALKER ATTORNEYS
Pretoria
10.2018 - 07.2020
- Assisting the Attorney with any and all legal related work
- Fashioning creditable legal support
- Conduct extensive research, analyse, prepare legal documentation, and compile case materials
- Review and file all documentation hard copy as well as electronically
- Interpret all documentation and ensure the applicable process is followed
- Stay informed of changes and updates within the legal market: Execute and implement accordingly any and all of the changes/updates
- Attending all meetings/consultations and taking accurate meeting minutes
- Comprehensive and extensive diary management
- Management of various calendars
- Attending to all travel arrangements: flights, accommodation, etc
- And accompanying the attorney to the applicable court
- Arranging and attending Enquiries
- Extensive research and prepping
- Sourcing the chairperson, stenographer, etc
- Issuing of witness summons's
- Where applicable: booking a suitable venue
- Attend to travel arrangements, accommodation, etc
- Provide assistance prior and during court proceedings
- Ensure Attorney and counsel's brief matches prepped court file
- Instruct and brief counsel
- Continuously liaise with counsel
- Obtaining all court dates and attend to the general case management of matters
- Once CaseLines was introduced: Electronically attend to case management of matters
- General Secretarial duties
- Attending to all service of notices
- Where applicable: Arrange and liaise with applicable sheriff to attend to service of legal notices
- Sourcing, linking as well as driving the process with corresponding attorneys
- Attending to all Court related processes
- Maintaining and administering the internal files.
Public Relations Officer
COETZER & STEYN ATTORNEYS
Pretoria
09.2017 - 09.2018
- Implement an output-based channel specific sales and marketing strategy in order to grow market share and brand awareness
- Merchandising and branding standards: Ensure that branding standards and requirements are adhered to for the development of all merchandising requirements
- Research, write and edit new marketing material
- Develop and implement strategies based on organisational needs
- Constantly review and update all marketing material: internally and externally
- Track changes in the relevant market trends
- Key account relationship management
- Establish new market relationships
- Maintain existing market relationships
- Project management and co-ordination
- Build, maintain and effectively manage trust relationships and new existing clients
- Market services to new and existing clients
- Fee Negotiations with new and existing clients
- Monitoring competitiveness in the market place: Implementing change, services as well as bringing forth new initiatives
- Conduct structured and comprehensive client consultations
- Prioritise and multi-task by simultaneously working on a number of job assignments
- Understand client requirements fully to provide an effective service
- Manage various clients through the registration process
- Build relations with new and existing clients
- Implement effective marketing strategies to attract the desired target market
- Persistently source channels through reactivating, networking ad response or any other means
- Conduct structured marketing related progress reports
- Social media platform management
- Generating new initiatives to service the market and obtain more business
- Key account management
- Planning and arrangement of various events
- Sourcing appropriate vendors pertaining to the event and remaining within budget
- Arranging meetings with respective management
- Formulate events and sponsorship planning
- Ensure that sponsorship and events calendar, strategy shows congruence with brand/segment/product strategy
- Ensure leveraging from events and sponsorship
- Source and implement appropriate team building and motivational interventions to support market and customer relationships objectives
- Source and implement innovative, competency-based training solutions to our strategic business partners as well as the training material thereof.
Public Relations Officer
BERT SMITH INCORPORATED
Pretoria
05.2013 - 08.2017
- Build and manage relationships with all stakeholders in the strategic channels to ensure that the business has a thorough understanding of the client requirements and enhancing business opportunities
- Keep abreast of potential competitors, market trends and client perceptions, to ensure optimum performance within our strategy and targets
- Execute marketing strategies as per management set targets
- Reinforce and implement a positive brand image
- Service all clients on a weekly basis
- A necessary link in the operation of service delivery to all our clients: send out weekly feedback to clients
- Reporting and monitoring function: if the matter is being attended to correctly and efficiently
- Working closely with the attorneys as well as the paralegals to ensure the desirable goal is met
- Working directly with our Director and Marketing manager to service clients and ensure business objectives are met
- Arranging property development launches: attending to all the arrangements thereof
- Social Media administration
- Sourcing new business
- Staying up to date with the desired target market: Providing market related reports
- Research and feedback of any market changes
- Identifying gaps within the set market
- Bringing about Market initiatives.
Administrative Consultant
RENT A PROP
10.2020 - 05.2021
Marketing Assistant
RealNet Holdings
01.2013 - 04.2013
Social Media Administrator
Real One Real Estate
01.2012 - 12.2012
Education
Bachelor's degree in English, Journalism -
University of Pretoria
01-2012
Matric -
Clampham High School
01-2008
New Zealand Certificate in Financial Services (Level 5) -
Open Polytechnic
Skills
- Problem Solving
- Able to work under pressure
- Team Work
- Leadership
- Self Management
- Organised
- Target/ deadline driven
- Attention to detail
- Excellent verbal and written communication
- Client Support
Accomplishments
- AIA Outstanding Client Support Award 2023
- Bert Smith Incorporated: Best rookie PRO of the year
Languages
- English, Excellent
- Afrikaans, Excellent
Languages
English
Native/ Bilingual
Afrikaans
Native/ Bilingual
References
References available upon request.
Timeline
Client Support
Apex Advice Group
Current - Current
Administrative Consultant
RENT A PROP
10.2020 - 05.2021
Senior Executive Assistant
WEHMEYER CONSULTING
08.2020 - 01.2021
Administration/Article Clerk
JOHN WALKER ATTORNEYS
10.2018 - 07.2020
Public Relations Officer
COETZER & STEYN ATTORNEYS
09.2017 - 09.2018
Public Relations Officer
BERT SMITH INCORPORATED
05.2013 - 08.2017
Marketing Assistant
RealNet Holdings
01.2013 - 04.2013
Social Media Administrator
Real One Real Estate
01.2012 - 12.2012
Business Claims Advisor
OUTSURANCE
2021 - 10.2022
Sales Consultant
OUTSURANCE
2021 - 2021
Bachelor's degree in English, Journalism -
University of Pretoria
Matric -
Clampham High School
New Zealand Certificate in Financial Services (Level 5) -
Open Polytechnic
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