Emmanuel Magwaza
Black Rock North,VIC
Summary
Dynamic customer service professional with experience in claims consulting and technical support. Skilled in multitasking, effective communication, and leadership. Committed to enhancing customer satisfaction through efficient resolutions and training initiatives.
Overview
10
10
years of professional experience
Work History
Claims Consultant
Allianz
Melbourne, Victoria
08.2024 - Current
- Evaluated claims for accuracy and compliance with policy guidelines.
- Collaborated with clients to gather necessary documentation and information.
- Analyzed trends in claims data to identify potential risks or issues.
- Resolved disputes by negotiating fair settlements in accordance with company policies.
- Ensured timely processing of claims through effective workflow management.
- Ensured that all payments were made within established time frames outlined in the policy agreement.
- Monitored changes in legislation that could affect existing policies or procedures related to claims handling processes.
- Resolved customer inquiries promptly while ensuring compliance with applicable laws and regulations governing the insurance industry.
- Participated in training sessions designed to enhance knowledge of relevant state laws pertaining to insurance policies.
- Provided guidance to customers regarding their coverage options and procedures for filing a claim.
- Reviewed documents such as police reports, bills, invoices, photographs. related to claim processing.
- Collaborated with internal departments such as underwriting and risk management teams to develop best practices for handling claims efficiently.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
Customer Service Officer
Brisbane City Council
Brisbane, QLD
10.2022 - 10.2023
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Audited customer account information to identify issues and develop solutions.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Apple Specialist
Apple INC
Abu Dhabi, Abu Dhabi
06.2017 - 04.2022
- Listened to clients' needs and assisted with identifying and securing appropriate services.
- Offered every client knowledgeable and supportive assistance to meet all needs and build loyalty.
- Enhanced client satisfaction ratings by resolving difficult customer issues through completion.
- Adhered to guidelines and enabled compatibility through analysis and troubleshooting.
- Identified operational and performance issues and worked with managers to resolve concerns.
- Identified needs of customers promptly and efficiently.
- Provided technical support for complex hardware and software issues.
- Conducted training sessions for staff on new technology tools.
- Diagnosed and resolved technical problems in a timely manner.
- Analyzed system performance and recommended improvements.
- Provided technical assistance to clients by troubleshooting system problems.
- Tested new products prior to deployment in order to verify compatibility with existing systems.
Retail Communications Lead
Apple inc
Abu Dhabi, United Arab Emirates
03.2020 - 11.2021
- Analyzed customer feedback surveys to improve retail messaging content.
- Prepared presentations for senior management regarding progress on projects or initiatives.
- Conducted research on target audiences to develop effective communication plans.
- Analyzed data from customer surveys to identify areas of improvement.
- Ensured compliance of all projects with corporate standards and guidelines.
- Developed and implemented comprehensive retail communications strategies to increase brand awareness.
Department Manager
Adventure HQ
Dubai, Dubai
10.2015 - 03.2017
- Worked closely with sales associates to complete tasks.
- Performed opening and closing duties as part of management team, including cash management.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Supervised full-time and part-time employees.
- Balanced workloads to meet targets without overtaxing employees.
- Employed process improvement initiatives within department.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Education
GED -
Swinburne University of Technology
Melbourne, VIC08-2024
High School Diploma -
Grosvenor Boys High School
South Africa12.2013
Skills
- Maintenance and repair
- Experience in leadership
- Time management
- Training & Development
- People skills
- Work ethic
- Multitasking
- Maintenance & Repair
- Technical supports
- Hardware and software updates
- Software testing
- Operating system installation
Timeline
Claims Consultant
Allianz
08.2024 - Current
Customer Service Officer
Brisbane City Council
10.2022 - 10.2023
Retail Communications Lead
Apple inc
03.2020 - 11.2021
Apple Specialist
Apple INC
06.2017 - 04.2022
Department Manager
Adventure HQ
10.2015 - 03.2017
GED -
Swinburne University of Technology
High School Diploma -
Grosvenor Boys High School