Shannel McGowan
Insurance Administrator
Salary / Daily rate
Durban, South Africa
Freelance, open to permanent contract
Skills
Languages
About me
Intro
Experienced Business Administrator with 4+ years in insurance and operations management. Specialized in data management, customer service, and process optimization with advanced Excel skills. Ready to streamline your business operations and deliver accurate, efficient administrative solutions.
Work experience
Customer Service Consultant
IUA Business Solutions
Nov 2020 - Present
6 years
Remote
Handled up to 80+ customer contacts daily via phone, email, and live chat. Processed refunds, exchanges, and tracked deliveries using internal systems. Maintained detailed records of all customer interactions and resolutions. Resolved customer issues including faulty goods, payment disputes, and product returns. Supported stock checks and inventory control. Promoted store promotions and upsold additional products. Maintained a friendly and professional image aligned with brand standards. Assisted with technical support for online accounts and checkout issues. Met or exceeded customer satisfaction and response time targets consistently.
WNS Global Services
Jan 2019 - Dec 2022
4 years
Utility Specialist
Jan 2019 - Dec 2022
4 years
Answer inbound calls from customers with gas and electricity queries or concerns. Assist with account setup, changes, and cancellations. Handle billing enquiries, explain charges, and correct any errors. Support customers with meter readings and usage explanations. Process payments, set up direct debits, and discuss payment plans. Log and resolve complaints related to energy supply or service quality. Provide information about tariffs, switching plans, and savings options. Liaise with engineers or other departments for service issues or installations. Record customer interactions accurately in CRM systems. Follow GDPR and Ofgem regulations while maintaining high customer service standards.
Senior Associate
Jan 2019 - Dec 2022
4 years
Skills: Time Management · Communication · Administration
Customer Service
Woolworths
Jun 2010 - Jan 2014
3 years 8 months
Nigel, South Africa
Welcome and assist customers in a friendly and professional manner. Provide product information and help customers find what they need. Handle customer complaints and returns politely and according to store policy. Process sales and payments at the till or point of sale system. Keep the store clean, tidy, and well-stocked to ensure a good shopping experience. Manage customer queries in person, by phone, or via email. Promote store promotions and loyalty programs to boost sales. Work with the team to meet store targets and deliver excellent customer service
Education
Inseta
Bachelor of Business Administration - BBA
2021 - 2022
1 year 1 month