Louis Dean

Experience

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  Santam Insurance

  Feb 2007 - now

  Insurance consultant from 2007 to 2010Team Manager from 2010 to 2012• To manage, retain and administer all personal lines business as well as • Maintain relationships with branches, business partners and direct clients through the effective utilisation of all available Contact Centre resources (e.g. staff, technology, policy wording and process manuals). • Day-to-day supervision of staff (e.g. Coaching, Development, Performance management, Climate Morale, Counselling, Training and Recruitment) through managing and monitoring the Service Level agreements. • Assist KAM, RelM and CoE in achieving Profit & Growth targets• Manage Change• Daily contact with direct clients, brokers and dealing with various products, in an advisory capacity where escalations are requested from their CSC• Daily contact with direct clients, brokers and dealing with various products, in an advisory capacity where escalations are requested directly from the Switchboard• To maintain an 80% Service Level on calls answered as well as a 85% Quality result• To drive profitability and growth and lead their team towards desired targets (Sales, Retention, Admin and E-mails)• Involvement in recruitment and selection of new staff • Support staff development. • Manage morale in team for optimal productivity• Manage diversity in team to meet Company criteria and ratio’s• Manage and lead staff in team and build talent pool Show less

  • Commercial lines insurance

    Sept 2012 - now

  • Personal lines insurance

    Feb 2007 - Sept 2012