Open to opportunities

Julian Hall

@julianhall

Message

Customer-focused retention leader driving measurable improvements in member loyalty.

South Africa

Message

What I'm looking for

I want a customer-centric role leading retention or service teams where I can coach, improve processes, meet KPIs, and drive member loyalty.

I am a retention specialist and team leader with a background in customer service, insurance retention operations, and frontline technical roles. I bring hands-on experience coaching high-performing teams, managing multi-channel member contact, and delivering measurable retention results.

Across roles at 1Life, Oneplan and Pineapple I established retention tactics, drove KPI achievement, resolved escalations, and implemented process and quality improvements. Earlier experience in technical and machinist positions and as a trainee geologist shaped my attention to detail and operational discipline.

I lead by coaching, data-informed decision making and a treat-customer-fairly ethos, focusing on sustainable member relationships while meeting commercial targets and compliance standards.

Experience

Work history, roles, and key accomplishments

Current

Senior Retention Specialist

Current

Pineapple

Oct 2024 - Present (11 months)

Manage daily cancellation requests and retention activities, provide tailored retention solutions, coordinate with underwriting and third parties, and meet monthly retention targets to improve customer loyalty.

Retention Strategy Customer Service Premium Collection Customer Experience

Retentions Team Leader

Oneplan Insurance

Mar 2024 - Oct 2024 (7 months)

Led and coached a high-performing sales and retention team to meet operational and sales KPIs, managed training, quality assurance, escalations and cross-functional implementation of process improvements.

Team Leadership Coaching Performance Management Quality Assurance Workforce Planning Process Improvement Cross Functional Collaboration Data Analysis

Retentions Consultant

1Life Insurance

Mar 2016 - Feb 2024 (7 years 11 months)

Handled inbound cancellation requests and outbound retention calls, achieving daily retention targets by offering tailored payment and product solutions while maintaining compliance and CRM records.

Customer Retention Escalation Management Regulatory Compliance

Tool Storeman

BELL Equipment

Feb 2013 - Feb 2016 (3 years)

Managed issuance of specialized equipment and maintained accurate inventory records for the service department to ensure timely servicing and parts availability.

Inventory Management Warehouse operations SAP ERP (If Used)Documentation Issue Receipt Processing

Trainee Geologist

Applied Geology and Mining

Aug 2012 - Dec 2012 (4 months)

Conducted geotechnical core logging, geological map interpretation and slope stability assessments; produced monthly geological reports and cross-sections to inform mining bench-face decisions.

Structural Feature Identification Report Writing GIS

Machinist Operator

BELL Equipment

Operated and set up CNC and manual machines to machine components to drawing specifications, using precision measuring tools to achieve required tolerances.

CNC Machining Manual Lathe Milling Machine Setup Quality Control Tooling Manufacturing Operations

Education

Degrees, certifications, and relevant coursework

FAISIT / Wealth Management (NQF 5)

FAIS IT (NQF 5), Wealth Management

2020 - 2020

Completed FAIS IT wealth management training at NQF level 5 in 2020.

Moonstone

RE5 Regulatory Qualification, Regulatory/Financial Services

Completed regulatory examinations for representatives (RE5) through Moonstone in 2018.

University of KwaZulu-Natal

Bachelor of Science, Geological Sciences

Completed a BSc in Geological Sciences (Engineering and Environmental) with coursework in geology, environmental science, GIS, hydrology and rock mechanics.