Lesedi Bonyane

I am a dedicated Customer Service Agent with over 10 years of experience in the fast-paced insurance industry. I excel at transforming complex issues into clear, satisfying resolutions, while consistently maintaining a customer satisfaction rating of above 95% and achieving strong first-call resolution.

Earlier in my career, I served as a Telesales Agent, providing policy information to clients and closing sales deals. I met a monthly target of over 60 sales and monitored sales performance to stay ahead of benchmarks.

From 2017 to 2021, I moved into Quality Assurance (QA), where I managed and controlled quality assurance processes. I processed quality audits and reviews, documented new and existing processes, analyzed repeat customer complaints to identify root causes, and recommended process enhancements.

2021 to date, I work as a Customer Service Agent handling high volumes of customer interactions through phone, email, and live chat. I respond promptly to inquiries, resolve complaints and escalations with professionalism and empathy, provide accurate policy and service information, and capture claims (including attaching claim documents) to support timely turnaround.