Tania Isaacks
Kill Devil Hills,United States of America
Summary
Dynamic professional with extensive expertise at VEA Connect, specializing in US visa processes and fostering multicultural communication. Proven ability to leverage analytical thinking and advanced MS Office skills to drive customer service excellence and operational efficiency. Recognized for consistently surpassing performance targets through a goal-oriented approach and a commitment to continuous learning. Highly motivated and adaptable, ready to embrace new challenges and responsibilities.
Overview
24
24
years of professional experience
Work History
VISA ADMINISTRATION
VEA CONNECT
Charlotte, USA
09.2022 - Current
- Directed efforts resulting in the approval of 10 non-immigrant visas over a span from October 2022 to January 2025.
- Mastering the intricacies of the US system requires exceptional learning skills.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Maintained positive working relationship with fellow staff and management.
- Researched relevant laws and regulations pertaining to international travel visas.
- Conducted internal interviews with applicants, explaining the benefits process and which programs were available.
- Organized and maintained paper files containing confidential information related to customer applications.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Maintained regular communication with attorneys about application matters.
- Provided guidance on documentation requirements for visa applicants.
- Scanned and uploaded visa application documents into a secure database system.
- Managed incoming calls from employees seeking assistance with their visa applications.
- Answered questions and responded to inquiries to deliver high level of service to patients.
DIRECT SALES SUPPORT CONSULTANT
OUTSURANCE (Pty) Ltd
Pretoria, South Africa
11.2020 - 08.2022
- Appointed as one of four consultants in South Africa, tasked with establishing a new department in the business insurance division.
- Developed and implemented processes and procedures to provide top 10 brokers with a personal banker experience.
- Maintained and serviced main client accounts, upsold on existing policies, and handled claims.
- Managed client accounts to ensure accuracy of billing information and timely payments.
- Assisted customers with insurance inquiries.
- Met performance standards consistently for answer rate, handle time and service quality.
- De-escalated irate customers with communication skills and sales expertise.
- Provided assistance with training new staff members on company policies and procedures.
- Assisted in creating sales presentations and materials to effectively communicate product benefits.
SALES CONSULTANT - CALL CENTRE
OUTSURANCE (Pty) Ltd
Pretoria, South Africa
02.2019 - 11.2020
- Identified cross-selling opportunities among existing short-term insurance policy customers.
- Advised clients on coverage amounts needed based on individual circumstances for their valuables.
- Provided guidance about different types of insurance products available, such as short-term or long-term insurance, pet insurance, business insurance, etc.
- Generated leads through cold calling, networking, referrals, and other marketing initiatives.
- Built and maintained strong relationships with clients through regular follow-ups and excellent customer service.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Recorded all customer interactions in the company's CRM system.
- Ensured compliance with all applicable laws and regulations relating to customer service operations.
- Documented sales call data in company software.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
SENIOR UPGRADE CONSULTANT
UDM INTERNATIONAL
Johannesburg, South Africa
05.2016 - 12.2018
- Consistently exceeded upgrade targets for permanent accidental disability coverage by achieving up to 34 sales daily.
- Honored with annual distinction for exceptional team dynamics.
- Updated customer accounts, addresses and contact information within call management databases.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Identified opportunities to upsell additional products or services when appropriate.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
SELF EMPLOYED
SALON NZURI
Johannesburg, South Africa
07.2013 - 04.2016
- Maintained inventory of tools, equipment, products, and supplies necessary for daily operations.
- Analyzed and recorded personnel and operational data and wrote activity reports.
- Performed administrative duties such as payroll processing and bookkeeping activities.
- Understood operations of each service area, helped during busy times and stayed current with work processes.
- Designed attractive displays to showcase products available at the salon.
- Identified opportunities for improvement within existing procedures and processes at the beauty salon.
- Monitored inventory of supplies, managed budget and requisitioned supplies, equipment, and services.
Receptionist and Sales Consultant
KATHREIN SOUTH AFRICA (PTY) LTD
Somerset West, South Africa
04.2001 - 05.2005
- Updated customer accounts, addresses and contact information within call management databases.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Identified opportunities to upsell additional products or services when appropriate.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
GRADE 12 - English Second Language, Afrikaans First Language, Economics, Accounting, Business Economics, Typing
BRACKENFELL HIGH SCHOOL
CAPE TOWN01.1997
Skills
- Effective Problem Resolution
- Effective Listener
- Goal-Oriented Tenacity
- Composed and Self-Reliant
- Effective Leader
- Advanced MS Office Skills
- Search Engine Optimization
- Experienced with Google Earth Navigation
- ADP Payroll Management
- Proficient in CoAdvantage
- Conversational AI Expertise
- Empathy and patience
- Continuous learning mindset
- Accuracy and thoroughness
- Adaptability and flexibility
- Attention to detail
- Analytical thinking
- Multitasking
References
- William Smit, Chief Financial Officer, Vea Connect, +1 (704) 420 5159
- Arshiq Kahn, Regional Manager, OUTsurance, +27 765 117 273
- Michael Dryden, Regional Manager, Kathrein South Africa, +27 218 818 200
Professionalachievements
- VEA Telecoms USA Co., Visa Administration, 01/01/24, As of January 2024, 10 non-immigrant visas got approved under my leadership, since October 2022. Educating myself on the US system is very challenging, but I am a strong learner.
- Outsurance (Pty) Ltd, Direct Sales Support Consultant, 01/01/22, Chosen as one of 4 consultants in South Africa to start a new department. I was responsible for creating processes and procedures, giving the top 10 brokers in the company a 'personal banker' experience. Servicing their main clients, upselling on existing insurance cover, amendment of policies and sorting of claims.
- UDM International (Pty) Ltd, Senior Upgrade Consultant, 11/01/17, Reaching and exceeding targets of 30-34 sales per day on the upgrade of existing permanent accidental disability cover. Awarded best team Player of the year.
Timeline
VISA ADMINISTRATION
VEA CONNECT
09.2022 - Current
DIRECT SALES SUPPORT CONSULTANT
OUTSURANCE (Pty) Ltd
11.2020 - 08.2022
SALES CONSULTANT - CALL CENTRE
OUTSURANCE (Pty) Ltd
02.2019 - 11.2020
SENIOR UPGRADE CONSULTANT
UDM INTERNATIONAL
05.2016 - 12.2018
SELF EMPLOYED
SALON NZURI
07.2013 - 04.2016
Receptionist and Sales Consultant
KATHREIN SOUTH AFRICA (PTY) LTD
04.2001 - 05.2005
GRADE 12 - English Second Language, Afrikaans First Language, Economics, Accounting, Business Economics, Typing
BRACKENFELL HIGH SCHOOL
Similar Profiles
ADRIAN YAGO VASQUEZ DIAZADRIAN YAGO VASQUEZ DIAZ
Cajero 6X1 at Plaza Vea Aventura SJLCajero 6X1 at Plaza Vea Aventura SJL
ILAISAANE FOLAUHOLA I ALTA MESA VEAILAISAANE FOLAUHOLA I ALTA MESA VEA
Volunteer at VEA BROTHER BUILDERS LIMITEDVolunteer at VEA BROTHER BUILDERS LIMITED
Casey SavageCasey Savage
Utility Locator at VEAUtility Locator at VEA