# Lilly Mafunda

Lilly Mafunda is a remote worker on Himalayas, Team Leader at BGLi Insurance, based in South Africa.

Source: https://himalayas.app/@lillymafunda

```text
Claims administration professional at BGLi Insurance supporting UK insurance operations, NCD processing and advisor performance.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | South Africa |
| Authorized to work in | South Africa |
| Salary expectations | 210k+ ZAR |
| Job categories | Claims Administrator, Operations Consultant, Customer Service, Team Lead |
| Skills | Insurance Operations, Claims Support, Policy Administration, Policy Revision, No Claims Discount Processing, Complaint Intake Triage, Complaint Escalation, Customer enquiries, Client Communication, Query Resolution, Quality Assurance, Compliance, SLA Management, KPI Management, Workload Coordination |

## About

```text
At BGLi Insurance (UK), I support insurance operations involving claims-related work, renewal declines and No Claims Discount processing. I lead and coach advisors, monitor service and quality, and handle customer and operational escalations.

At Markerstudy Insurance (UK), I led complaints triage and coordinated workloads to support timely handling of customer concerns. I also coached advisors, reviewed complex complaints and supported process improvements.

Earlier, as an Insurance Operations Consultant at Markerstudy Insurance (UK), I processed policies and amendments and responded to customer enquiries. At Metro by T-Mobile (USA), I supported customers with broadband, internet and mobile service issues, was recognised as a Top Performing Agent for three consecutive months, and served as a Subject Matter Expert for six months.
```

## Experience

### Team Leader (current)

BGLi Insurance. Sep 2024 - Present

```text
Support UK insurance operations involving claims-related work, renewal declines and No Claims Discount (NCD) processing. Lead and coach advisors to achieve service, quality and productivity expectations while maintaining compliance.
```

Skills: Claims-Support, Policy-Administration, NCD-Processing, Quality-Assurance, Compliance, Coaching, Performance-Monitoring, Escalation-Handling, Client-Communication, Verint, Microsoft-Office

### Team Leader, Complaints Triage

Markerstudy Insurance. Jan 2023 - Sep 2024

```text
Led complaints triage activity, coordinated workloads and supported the timely handling of customer concerns. Coached advisors and monitored quality, service levels and compliance with operational requirements.
```

Skills: Complaint-Intake-Triage, Workload-Coordination, Coaching, Quality-monitoring, Compliance, Escalation-Management, Process-Improvement, Client-Communication

### Insurance Operations Consultant

Markerstudy Insurance. Oct 2022 - Jan 2023

```text
Processed insurance policies and amendments and responded to customer enquiries. Maintained service quality and compliance while supporting customers with insurance-related queries.
```

Skills: Policy-Administration, Customer-enquiries, Quality-Assurance, Compliance, Insurance-Operations

### Customer Service Representative / Subject Matter Expert

Metro by T-Mobile

```text
Supported USA customers with broadband, internet and mobile service enquiries, account questions and issue resolution. Recognised as a Top Performing Agent for three consecutive months and served as a Subject Matter Expert for six months.
```

Skills: Customer-Service, Issue-Resolution, Account-Management, Subject-Matter-Expertise, Broadband, Mobile-Services

## Education

### Durban Academy

National Senior Certificate, General. 2012 - 2016

```text
Completed the National Senior Certificate (Matric) at Durban Academy from 2012 to 2016.
```

## Tech stack

- Microsoft Office

To contact Lilly, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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