Customer Service Manager

Location:

Port Elizabeth, Eastern Cape, South Africa

Posted:

July 29, 2019

Contact this candidate

Resume:

Litha Monde Ngwendu

Key Account Regional Consultant

Unit 215 Kings Terrace, Buffelsfontein Road, Walmer Heights, 6070

078-***-****/060-***-****

*******@*****.***

Identity no: 890**********

Nationality: South African

Sex: Male Driver’s License:

Yes/own car

Personal Summary

I am a successful manager with exceptionally good customer service acumen.

I have experience working under minimum supervision coupled with strong interpersonal and organisational skills.

I am a target driven employee with comprehensive knowledge of analysing relevant data to determine customer service outputs and implementing strategies to improve quality of service, productivity and profitability.

I have extensive experience dealing with Corporates around the Eastern Cape, and I have gained vital experience with dealing with peoples from all walks of life, from a General worker to a CEO of a big organisation.

Work Experience

Key Account Regional Consultant

Bestmed Medical Scheme

September 2017 – May 2019

Key Purpose:

To create, build and maintain a long-term relationship with Corporate Clients for the Scheme. Oversee a portfolio of assigned corporates, develop new business and actively service new and existing members through monthly site visits.

Key Performance Areas:

• On-site servicing of members at the assigned corporates around Eastern Cape and handling queries through to resolution with walk in members.

• Conduct information sessions to educate members on their medical aid plans, and to offer guidance on how to use their medical aid effectively and wisely.

• Plan and conduct Wellness activities on-site at the assigned corporates.

• Health Risk Assessments: target 10 000 screenings on all corporates combined ensuring 50% of corporates participate in both group and individual interventions.

• Hold quarterly meetings with Human Resources at the various corporates to propose and discuss service strategies to ensure successful service implementation, tailored to the needs and expectations of the corporate.

• Conduct Year End presentations and roadshows to educate clients and members about the scheme changes for the following benefit year.

• Conduct training to brokers on scheme plans, benefits and scheme rules. Identify opportunities for product and service portfolio solutions.

• Analyse specific member and corporate requirements to build a market related network of brokers and relevant stakeholders to guarantee member retention and growth.

• Manage team member leave, monitor team member attendance, claims and infrastructure including overall office management, active involvement in IR matters and discipline.

Discovery Health Medical Scheme

August 2014 – March 2017

Career History

Executive Relationship Manager

Key Purpose:

Provide customer service of an excellent calibre by building, developing and maintaining relationships. Achieve long-term sustainable business relationships with corporate and business unit executives. Manage the process of service recovery in the instances where service failures have occurred and to resolve highly escalated queries swiftly and efficiently. Provide feedback to business regarding the nature and root cause of all client service related escalations.

Key Performance Areas:

• Fielding calls, emails and letters of complaints channeled to the office of the CEO through to resolution

• Establish good rapport with customers and staff by building a network of contacts inside and outside the organisation

• Investigate service related complaints and seek resolutions

• Communicating outcomes to complainants verbally and in writing

• Enforcing policy, protocol and benefits decisions

• Identifying and proposing solutions to process and service related failures

• Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries

• Contract with ad hoc projects which are used in order to ring fence certain issues

• Promote and defend equal opportunities by building diverse teams and encouraging organisational and individual responsibility towards the community and the environment

• Trail analyse and compile trend analysis of service failures and queries

• Coordinate own and team’s administration

• Uphold business ethics in line with TCF and company values

Claims Specialist

Key Purpose:

Investigation, assessing and correction of errors on accounts.

Key Performance Areas:

• Correction of errors on accounts e.g. debits to suppliers due to over/under payments, paid to member should be supplier, used incorrect tariff code etc.

• Investigate incorrect payments, reconcile the account and negative reverse and then process correctly.

• Staying up to date with Discovery processes and benefits communicated via alerts or emails

• Enforcing the correct claim processes as well as plan rules and benefit structures

• Identifying and proposing solutions to process and service related failures

• Handle all member and supplier corrections

• Any tasks requested by direct Team Leader or Manager

• To ensure that quality of work is maintained, as errors should not be made when correcting

• Errors

• Ensuring all problems are communicated effectively to Team Leader

• To adhere to Policies and Procedures within the department

• Onsite solving of queries and give advice

• Work closely together with the Health Partner CRM team

Health Professionals Service Specialist

Key Purpose:

Service Healthcare Professionals.

Key Performance Areas:

• Taking calls and dealing with Discovery health as well as In House related queries from Practices

• Dealing with all queries through to resolution

• Admin functions i.e. TWT, CRM assistance as well as ad hock administration from clients.

• Working on Discovery Systems as well as DSCRIBE, Discovery Care system.

• Positioning Policy changes.

• Assisting with escalated queries from providers and liaising with internal departments for resolution of those cases

• Maintaining acceptable (on – par) + performance in the following areas: TMBR; DPMO; AHT

Customer Services Consultant

Key Purpose:

To answer inbound calls and to make outbound calls to members, employers and Brokers in order to resolve queries and to act as the first level of interaction with all customers of Discovery Holdings.

Key Performance Areas:

• Answering inbound calls from all stakeholders timeously

• Making outbound calls to all stakeholders

• Dealing with queries through to resolution

• Logging and correct routing of all queries whilst keeping clients updated with the query resolution process

• Completing and coordinating own and team administrative tasks by keeping accurate detailed statistics of all queries and correspondence

• Keeping abreast of product developments in order to provide advice across various products

• Working according to set targets and ensuring that customer satisfaction is constantly attained.

Production Supervisor Urban Garden Services January 2011-July 2014

Key Purpose:

Monitoring and transporting of employees to various sites by accurate planning, scheduling of workflows and management of bookings. Supervision of employees to ensure that each member of the team meets performance requirements, and that all safety standards are being followed.

Key Performance Areas:

• Ensure cleanliness, servicing and the correct use of equipment according to set standards

• Promptly react to any breakdowns or malfunctions in order to reduce unplanned downtime

• Read, analyse and adhere to monthly production plan supplied by management

• Maintain a safe working environment at all times by conducting monthly risk assessments for all the customer profiles.

Music Teacher (SGB Post) Greenwood Primary School

April 2008 - March 2009

Key Purpose:

Instructing of students on various musical applications, both theory and practice by teaching individually, in groups and classes to prepare students for music exams, qualifications and performances.

Key Performance Areas:

• Develop and present lesson plans by using a variety of techniques such as lectures, projects, exhibits, and audio-visual and library resources.

• Incorporate innovative methods of teaching to make learning and homework fun

• Monitor, assist, guide and grade student results by preparing assignments and tests for Musical Theory,

• Conducting standardised tests in collaboration with the HOD

• Keep parents and HOD informed by maintaining records of musical performance and attendance; reporting on all elements of student musical development at parent-teacher conferences and schedule meetings as needed

• Updating of job knowledge by attending faculty meetings; reading musical publications; maintaining personal networks and participating in musical organisations

• Produce and attend school concerts and musical performances after school, and occasionally on weekends.

Educational History

UNISA February 2011-November 2011 Non-degree purposes modules:

English and End User Computing

Alexander Road High School 2007 Matric

REFERENCES

Urban Garden Services

Mr Monde Ngwendu Business Owner

Cell: 082-***-****

Greenwood Primary School

Mrs Jackie Barnardo

H.O.D. Music Department