1. DAMIEN BLAAUW
Damien Reagan
Nickname: 'Dema'
Johannesburg based Contact Centre Manager
Currently resides in: Gauteng, South Africa
Born 20-02-1978 in Johannesburg South Africa
I currently manage a Contact Centre. I have extensive experience within the Disability as well
as Death Claims Environment. I have both assessing as well as administrative experience. I
would like to see myself in a Directorship role in the near future
PROFESSIONAL DETAILS
CURRENT POSITION(S)
Contact Centre Manager | Operations & Administration |Alexander Forbes
Sandton, South Africa | April 2016 - present
Other
To make appropriate and timely decisions with regards to Contact Centre Operations
To make sure that the Contact Centre Operates in budgeted cost
Must be able to solve problems or make decisions making reference to Manuals, Company policies and procedures, External/Internal
resources, Legislation/case law, General practice within statutory funds
Responsible for developing an effective and efficient servicing strategy for Contact Centre within AFFS and to assist other Contact Centre in
the Group
Responsible for ensuring that an effective plan is mapped out for the utilisation of CIC and CRM
Responsible for ensuring that the servicing model is looking at the latest servicing standards and that it can be utilised in our business
keeping the serving area leading and front edge.
Responsible for ensuring that structured, effective and dynamic Training & QA Programmes are in place for the AFFS Contact Centre
Recognising ad hoc revenue opportunities
Responsible for meeting with Heads of Divisions to ensure that the Contact Centre meets and exceeds servicing requirements
Ensure direct reports manage teams to meet required service targets
Ensure Training & QA team facilitates all training & qa requirements
Ensure Support Team maintains all related systems and delivers all projects on time
Ensure effective reporting back to Heads & MDs of performance and survey feedbacks
Must be able to be an excellent presenter as role is required to present to New Business Clients and to different forums (internal and
external)
Develop and maintain desired organisational culture
Developing an engaging and positive work environment for staff to perform optimally
Must have a working knowledge of the business (AF Group)
Model required leadership behaviour and values
Created by
BlaauwDa@aforbes.co.za
O: 0112691405
M: 0796910861
Business Address EDIT
115 West St, Sandton, South Africa,
2031
EDIT

2. and/or service providers)
Operations Head: Administration | Health Managment Solutions |Alexander Forbes Health (Pty) Ltd
Sandton, South Africa | November 2012 - present
Medical, Healthcare and Pharmaceuticals
Operational management of the administrative hub within Health Management solutions
PREVIOUS POSITION(S)
Technical Specialist | Health Management Solutions |Alexander Forbes Limited
Sandton, South Africa | October 2014 - March 2016
Medical, Healthcare and Pharmaceuticals
Development and implementation of automated systems
Development of external websites for client interface in conjunction with Group IT
Staff training for all new automated systems
Aligning and ensuring compliance with standards and turnaround times
Reporting
Change management
Project management
Disability Administration Manager | Health Management Solutions |Alexander Forbes Limited
Sandton, South Africa | 2009 - 2012
Medical, Healthcare and Pharmaceuticals
Management of a team of Administrators. Coaching, Mentoring as well as Performance Management of reporting staff. Development of a
work platform/system for the area, as well as authorising of monthly disability payments to members. Management of a Portfolio of top end
Clients.
Disability Claims Assessor | Group Risk | Discovery Life
Sandton, South Africa | June 2006 - June 2007
Medical, Healthcare and Pharmaceuticals
Asessment and payment of disability claims
Regional Manager | St. Matthews Original Parties
Roodepoort, South Africa | January 2006 - April 2006
Marketing, Advertising and Public Relations
Marketing of children's parties and expansion of business from the Cape Town Base
Death Claims Specialist | Liberty Personal Benefits | Liberty Life Group
Braamfontein, South Africa | February 2001 - November 2005
Accounting, Banking and Finance
End-stage underwriting and investigation of early death claims
Claims Assessor | ABSA Life Claims | Absa Bank Limited
Johannesburg, South Africa | February 2000 - January 2001
Accounting, Banking and Finance
Asessment of death, disability & funeral claims
Policy Services Administrator | ABSA Life Policy Holder Services |Absa Bank Limited
Johannesburg, South Africa | February 1998 - January 2000
Accounting, Banking and Finance
Re-instatements, debit order changes and policy endorsements
EDUCATIONAL HISTORY
Created by

3. Bernadino Heights Senior Secondary, Cape Town, South Africa (1995)
LMRG/Harvard University
Sandton, South Africa | March 2014 - September 2015
Harvard Manage Mentor - Management Sciences
Management Modules from Harvard University
Regenesys Business School
Sandton, South Africa | June 2012 - October 2015
Bachelor of Business Administration - Strategig Management & Project Management
ACHIEVEMENTS
MEDIA EXPOSURE
Short Film Festival | 2104
Short Film: Into The Ring
M Net Silverskerm Fees | 2015
Short Film: Tekkies vir Trevor
OTHER ACHIEVEMENTS
New Apostolic Church Recording Choir Member | 2011
Selected to sing in the regional recording choir in the New Apostolic Church South East Africa Region
Best Bowler 2011/2012 Cricket Season | 2012
Delfos Cricket Club Saturday Seven
ACTIVITIES
MEMBERSHIPS
Alexander Forbes Seven-A-Side Soccer Squad
Striker, 2009 - present
Healthcare Action Cricket Team
Captain, 2010 - present
Delfos Cricket Club Saturday Seven
Vice Captain
Opening bowler & Vice Captain
OTHER ACTIVITIES
Voluntourism
Volunteer, July 2106 - present
Volunteer work at a local soccer association as a means of uplifting the community.
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Created by