SIDÁLIA NGUENHA
Maputo
Summary
Insurance professional with over 9 years of experience in claims management and customer service, expert in advanced analytics and stakeholder relationship building. My key achievements include increasing claims closure rate by 40% and reducing client claim processing time by 30%. Seeking a new opportunity, where bring my claims management and customer relationship skills to support your mission of providing exceptional insurance solutions and enhancing customer satisfaction.
Overview
11
11
years of professional experience
Work History
Senior Claims Consultant
Moçambique Companhia de Seguros Mozambique
05.2022 - Current
- Investigate potentially fraudulent claims
- Building and developing external business relationships with stakeholders: loss adjusters, brokers, underwriters and insureds
- Analyze a claim made by a policymaker to establish whether it satisfies the policy conditions
- Responsible for preparing executive reporting and analysis that is consistent with defined standards and processes
- Manage complex general liability and automobile claims, both litigated and non-litigated
- Liaise with solicitors, as well as other legal and claims professionals, and negotiate the terms of a claim
- Oversee monitoring and tracking of individual and unit's performance against established productivity and quality metrics
Claims Consultant
Global Alliance Seguros Mozambique
06.2018 - 04.2022
- Managed non-life claims
- Increased claims closure rate by 40% by implementing advanced analytics for trend identification
- Reduced client claim processing time by 30% through implementation of advanced data analytics tools
- Audited all new claims reviewed for possible recovery monthly
- Managed and controlled all motor salvage, paid of legal invoices and court fees
- Plan meetings and take detailed minutes
- Assessed claims cases and analyzed associated legal and financial implications
- Building and developing external business relationships with stakeholders: loss adjusters, brokers, underwriters and insureds
Service Consultant
Global Alliance seguros Mozambique
03.2015 - 06.2018
- Reduced customer complaints by 45%, resulting in improved client satisfaction scores
- Managed a portfolio of big brokers and clients ensuring consistent service and support
- Helped customers choose optimal services based on preferences, needs and budget limitations
- Participated in ongoing service training programs to enhance technical skills and customer service best practices
- Created and managed client files and records electronic and physical copy
- Improved client retention rate by 65% through personalized insurance consultations and strategic customer relationship management
Customer Care Service Representative
Vodacom Moçambique Mozambique
12.2013 - 02.2015
- Handled over 200 customer service inquiries daily, totaling 60,000 interactions annually
- Provided solutions, recommendations and replacements with empathy and positive feedback within the time limits
- Created Excel spreadsheets to track customer data and perform reconciliation process
- Created customer satisfaction survey to identify issues and determine appropriate resolution
- Made informed decisions under stressful circumstances
- Used proven techniques to increase sales and promote high-value products
- Boosted company brand reputation by reducing negative feedback by 35% through proactive service solutions
Education
Bachelor's degree - Business Management
Universidade Eduardo Mondlane
Mozambique03.2024
Excel and Primavera -
Unitec Academy
Mozambique12.2022
Logistic and Procurement -
Unitec Academy
Mozambique07.2022
Certificate of Proficiency - Insurance
Insurance Institute of Zimbabwe
Zimbabwe01.2021
Skills
- Claims management expertise
- Insurance policy coverage expertise
- Problem-solving abilities
- Multi-Tasking Capability
- Customer service skills
- Relationship building
- Time management
- Microsoft Office
- Critical thinking
Training
- Insurance Training Programme
- Bank Training Programme
- Microsoft Project
- General Accounting
- Basic computer science
- Scrum
- SAP
Accomplishments
- Won an innovation Pitch in Global Alliance Seguros Insurance.
- Increase efficiency and productivity, gain a competitive advantage, attract and retain customers.
Memberships
Member of Project Management Institute
References
References available upon request.
Languages
Portuguese
First Language
English
Proficient (C2)
C2
French
Upper Intermediate (B2)
B2
Changana
Proficient (C2)
C2
Zulu
Elementary (A2)
A2
Timeline
Senior Claims Consultant
Moçambique Companhia de Seguros Mozambique
05.2022 - Current
Claims Consultant
Global Alliance Seguros Mozambique
06.2018 - 04.2022
Service Consultant
Global Alliance seguros Mozambique
03.2015 - 06.2018
Customer Care Service Representative
Vodacom Moçambique Mozambique
12.2013 - 02.2015
Bachelor's degree - Business Management
Universidade Eduardo Mondlane
Excel and Primavera -
Unitec Academy
Logistic and Procurement -
Unitec Academy
Certificate of Proficiency - Insurance
Insurance Institute of Zimbabwe
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