Delia Herman has over 15 years of experience in claims processing, collections, and customer service roles. She held positions at Mutual & Federal as a Personal Non-Motor Team Leader and Claims Negotiator, and also worked at Nedbank, Standard Bank, Terra Nova, Norton Lambrianos, and IBM in temporary assignments focused on collections, customer service, and research. She has strong skills in managing staff, claims processing, negotiating, and ensuring quality customer service.

1. CURRICULUM VITAE OF
DELIA HERMAN
PERSONAL DETAILS
Surname : Herman
First name : Delia
Residential Address : 8 Senekal Street
South Hills
2190
Contact Numbers : 071 898 5309
Identity Number : 831215 0094 08 5
Marital status : Single
Nationality : South African
Home Language : English
OTHER : Afrikaans
Hobbies / interests : Music, movies, cooking, hiking, meeting new people,
swimming, shooting pool, and reading.
EDUCATION
Lasts school attended : Forest High School – Matric (2002)
Subjects passed : English, Afrikaans, Mathematics, Science, Biology, and
Biblical Studies.
TERTIARY EDUCATION
Fares within Africa : Galileo South Africa (February 2003)
Galileo Computer Reservation : Galileo Southern Africa (February 2004)
Alpine Computer College : MS Office (Word, Power Point, Excel, MS Access,
Introduction to Internet and e-mail, Multimedia,
Windows, Fundamentals of Computing.
Pass Rate 100% on practical
Pass Rate 100% on theory.

2. Work Experience
Company: Mutual & Federal
Personal Non-Motor Team Leader
• Manage 8 staff members
• Make financial decisions on claims
• Authorizing reports received from Contractors and Assessors
• Authorizing EFT payments done by staff
• Auditing of staff claims in their work
• Reviewing and auditing Rejection letters and signing them off before being sent to clients
and brokers
• Handle claims with Dual insurance, liasing with other insurance companies
• Authorizing of Third party Non-motor claims
• Responsible for staff training and development
• Rating staff and tracking them monthly and quarterly
• Providing productivity reports daily
• Providing monthly reports for management. eg. Ex-gratia's (Monthly), Large claims
(weekly), Rejectioins (Monthly - or when required by management)
• Provide weekly reports to Management on staff wellbeing
• Incharge of managing and running the team
• Holding daily meetings, reporting on previous day events, concerns of staff and planning
ahead
• Responsible for getting new staff members access to systems, computers and telephones
(logging calls with IT)
• Ensure new staff are trained and equiped to start working (within a month)
• Responsible to log calls with Procurement to load suppliers not on our panel of
contractors
• Attending Procurement meetings Monthly.
• Attending management meetings - standing in for my manager when she is absent
• Ensure TCF and PPI Rules are adhered to at all times
• Ensure staff are coached and mentored on a regular basis
• Provide knowlegeable advise on their queries
• Delegate and assign work to staff when assistance is required from them.
• have a good knowledge on our systems, mostly able to pick up on errors and where staff
go wrong on the systems and assist to work properly, accurately and effectively
• I have a good understanding of our product and policies
• Conduct interviews with management and HR
• Listen in to calls ensure staff conduct their calls correctly and accordingly
• Handle and Respond to queries from telephone and emails daily, from management, our
Heads of departments, complaints department, the Ombudsman and Brokers or clients

3. • When required to assist other Team leaders with their work
• When required to assist other branches with their work
• I have a good understanding on Ombudsman rules and regulations. Able to apply
knowledge and views from an Ombud point of view
• Have a good relationship with our underwriters and Technical specialist underwriters, to
enable assistance when needed on more technical claims
• Able to research information on the internet and our intranet to assist staff and gain
knowledge
• Able to Identify key areas staff may need training on to ensure better productivity and
service
• Liase with our Traning and development department to ensure staff get schedule
• Authorizing leave, ensure sufficient staff available on the floor
• Service orientated at all times ensure customer satisfaction
Company: Mutual & Federal
Personal Non-Motor Claims Negotiator
Period employment : 23 July 2007 - 31 May 2012
Permanent
Responsibilities
• Ensure that claims are registered, and the same time checking the cover on the clients
policy, brokers or the clients need to be notified of claim number within 24 hours of the
registration, and making sure that the estimation of the claim is accurate
• Processing of claims, arranging for assessment when necessary, requesting of relevant
documentation from the broker or the client, advising brokers/clients of settlements and
processing of payments, salvage is followed up where applicable, using correct codes
when processing payments and advising Underwriting of deletion of an item.
• Required to work in team and share knowledge and ideas together.
• Claims are checked and authorized daily.
• Ensuring effective client service. Telephone calls are answered within 3 rings, calls
returned within 2 hours on receipt of message. Queries are attended to in 1 working day
of escalation, broker/client is kept up to date on progress and procedures, calls are
attended to in a professional and courteous manner.
• Dairy follow ups are attended in an efficient and effective manner, 10 registers claims a
day to be done.
• Fast track claims (claims with an estimation under R10 000) must be registered and paid
in 48 hours, communication with brokers/clients are done telephonically, emailed or
faxed. Final settlement correspondence sent to the broker/client, claims log is updated.
• Non – Fast track claims (claims with an estimate or R10 000 or more) must be registered
on the day of receipt, assessors to be appointed and estimates to must be accurate. Work
thoroughly through the reports and quotes.
• Assist with training.
• I personally dealt with the Run off claims (all claims long outstanding), basically

4. following up on invoices that are still needed and handling queries from these
outstanding claims. Assisting the team by bringing down their work and finalizing claims
at a specific deadline provided.
Company: Nedbank
Period employment : 17 August 2006 to 19 July 2007
(Temporary Assignment)
Responsibilities
• Collections on Personal loans
• Required to refer calls to applicable persons/departments
• Have excellent focus on customer service
• Required to work in a team and share knowledge and ideas together
• Ensuring quality, quantity, and time management
• Exercise great negotiation skills and courtesy when handling both inbound and outbound
calls, as well as using initiative in problem solving
• Chosen to be a mentor to all staff to guide, teach them skill, prepare and motivate them to
be come the best collector and to provide with great accurate customer service.
• Handling calls according to Ned banks call center, using product knowledge and
professionalism.
• Meeting target on a monthly basis as an individual and as a team.
• Must be able to adjust to change and able to work under pressure
• Required to take on extra tasks, like seeing to monthly stats and team management.
Company: Standard bank SA
Period employment : June 2004 To August 2006
(Temporary Assignment)
Responsibilities
• Collections on credit cards (outbound and inbound) as well as updating data
• Required to refer calls to applicable departments
• Have excellent focus on customer service
• Required to work in a team and share knowledge and ideas together
• Ensuring quality, quantity, and time management
• Exercise great negotiation skills and courtesy when handling both inbound and
outbound calls, as well as using initiative in problem solving
• Required to help out in the Customer Services when needed at the Collections
department and at the Customer Care division.
• Chosen to be a mentor to all new staff to guide, teach them skill, prepare and

5. motivate them to be come the best collector and to provide with great accurate
customer service.
• Handling calls according to Standard Bank’s call center using product knowledge and
professionalism.
• Meeting target on a monthly basis as an individual and as a team.
• Must be able to adjust to change and able to work under pressure.
Company: Terra Nova
Period employed : 20th
October – 10th
November 2003
Temp position
Responsibilities
• Required to conduct outbound calls for a Research Survey to Customers;
• Updating and capturing information;
• Handling electronic diary. (Outlook)
Company: Norton Lambrianos
Period Employed : Month of September 2003
November 2003 – December 2003
(Temporary Assignment)
Responsibilities
• Debt collecting;
• Data capturing
Company: IBM South Africa
Period Employed :1st
June - 8th
August 2003 (Temporary Assignment)
Responsibilities:
• Required to understand IBM’s national contacts and where to refer calls.
• Accurately represents IBM’s quality image and focus on customer
satisfaction.
• Exercises tact and courtesy when handling external calls.
• Handles calls according to IBM’s Call Centre’s quality and
productivity standards
• Conduct outbound calls to IBM’s prospects and Business Partners

6. for the purpose of data verification and customer profiles.
• Consistently ensures customer satisfaction
References:
Mutual and Federal
Contact : Brenda Kasselman
Job Title : Manager
Telephone number : (011) 374 4166
Nedbank
Contact : Halima Naidoo
Job Title : Supervisor (Nedbank Loans)
Telephone number : 083 723 9602
Standard Bank
Contact : Ronie Wagner
Job Title : Supervisor (Credit Card Collections) in Standard Bank SA
Telephone number : (011) 636 4029
Terra Nova
Contact : Jeanette
Job Title : Kelly – consultant
Telephone number : (011) 883 0783
Norton Lambrianos
Contact : Keith
Job Title : Manager
IBM
Contact : Jeanette
Job Title : Kelly – consultant
Telephone number : (011) 883 0783