Open to opportunities

audrey madiga

@audreymadiga

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Dedicated online customer service specialist with 10+ years in financial services and insurance.

South Africa

Message

What I'm looking for

I seek a remote or hybrid role in customer service or client retention where I can use my insurance experience, improve customer satisfaction, mentor teams, and drive measurable retention outcomes.

I am a dedicated online customer service specialist with over a decade of experience in financial services and insurance, focused on digital client engagement, complaint resolution, and customer retention.

I have a proven track record reducing cancellations, improving satisfaction scores, and mentoring junior agents while collaborating with technical teams to resolve portal and claims access issues.

I hold NQF-aligned business and wealth management certifications and am proficient with CRM systems, live chat platforms, MS Office, and remote collaboration tools, bringing empathy-driven service and performance-focused practices to every role.

Experience

Work history, roles, and key accomplishments

Online Customer Service Specialist

Guardrisk (Admed)

Jan 2021 - Jan 2025 (4 years)

Delivered online and telephonic support for policy updates, claims, and cancellations; developed digital communication templates and reduced cancellation rates through proactive follow-ups and personalized solutions.

Claims Handling Customer Retention Portal Troubleshooting

Customer Service & Sales Representative

Discovery

Jan 2019 - Jan 2021 (2 years)

Managed web chat and email inquiries, provided product support, and achieved over 90% customer satisfaction by ensuring timely, first-contact resolutions and policy retention.

Chat Support Email Support Sales Support Escalation Management Customer Satisfaction Policy Retention CRM First Contact Resolutions

Client Service Consultant

Metropolitan

Jan 2017 - Jan 2019 (2 years)

Provided call center and online support for insurance policyholders, processed renewals and requests, and maintained consistent adherence to service quality standards to improve efficiency.

Call Center Support Policy Administration Renewals Quality CRM Data Entry

Sales & Customer Support Rep

SA Underwriters

Jan 2014 - Jan 2016 (2 years)

Assisted clients with digital forms, policy queries, and payment assistance, resolving issues promptly to strengthen customer retention and service accuracy.

Digital Forms Assistance Policy Queries Customer Retention CRM Problem Solving Data Entry

Insurance Learnership Participant

Zurich Insurance (Bryte)

Jan 2013 - Jan 2014 (1 year)

Supported claims processing and online account management while building foundational knowledge in short-term insurance, compliance, and digital customer communication.