Personal details
Identity number: 740**********
Drivers license: Yes
Other Languages: Afrikaans
Availability: 30 days
August 2019 – Present Agility Health
Call Centre Supervisor/ Technical support
Compile all the necessary reports to ensure that activities, performance and deviations are reported on a daily, weekly and monthly basis within the agreed time lines
Attendance Register - Daily (10 am)
SLA Report (Sent Daily before 9am)
Line testing (Sent Daily at 7:30)
Email box testing (Sent Daily at 7:30)
Overall Monthly Performance stats to be submitted by the second working day of the month
Stats reports for the call centre sent daily to Operations Manager.
Investigating pc issues and reporting them on query system.
Setting up of SMS campaigns that are sent to member via the SmartZ system.
Running the whatapp campaigns from the SmartZ system.
Providing whatapps stats Operations Manager every day.
Providing agent stats on a daily basis.
Setting up of agents PC to work from home and making sure all programs are in working order.
Assisting agents with inquires
Phone members back with feedback on their queries
Solving queries on first contact wherever possible
Working with key accounts managers query’s and providing
feedback to member and key accounts manager
Compiling of workflows
Sending out daily workflows to agents and management
Sending out agent stats,call centre stats and shortfalls
Weekly QA & ONE ON ONE sessions done with agents
Monthly QA & ONE ON ONE sessions done with agents
Results of weekly and monthly QA & ONE ON ONE sessions
March 2014 - July 2019 Universal Health
Call Centre Supervisor
Working on Umvuzo Health members
Answering of calls
Assisting agents with inquires
Phone members back with feedback on their queries
Solving queries on first contact wherever possible
Working with key accounts managers query’s and providing
feedback to member and key accounts manager
Additional duties :
Compiling of workflows
Sending out daily workflows to agents and management
Sending out agent stats,call centre stats and shortfalls
Weekly QA & ONE ON ONE sessions done with agents
Monthly QA & ONE ON ONE sessions done with agents
Results of weekly and monthly QA & ONE ON ONE sessions sent to call centre manager.
Compiling of contingence plans to maintain SLA’s with clients
CRM upgrades & updates tested and feedback given to management when implemented
Monitoring of call centre stats during the course of the day
Monitoring of call centre inbound Queues
Co-ordinating of agents to relevant Queues where and when needed.
Experience
November 2011 – March 2014 VVM
Call Centre Supervisor
Responsible for a team of agents
Doing KPI’s of Agents
Responsible for Quality Assurance for Agents
Updating of Daily and Monthly Statistics
Signing off of attendance register
Doing one on ones with Agents
Responsible for daily loading of campaigns for team
Confirming that all agents are on the dialler
Responsible for all Human Resource issues for team
Making sure that the teams daily, weekly and monthly targets are met
Weekly meetings with agents to make sure that they are meeting requirements
Reporting to call centre manager on a daily basis regarding performance
Making sure that client requirements are met at all times
Working on systems C4,Avaya, CAS and CPB
Making sure that all team files are up to date at all times
Attending hearings and disciplinary when required
Screening of agents calls on a regular basis to confirm that they will meet QA requirements
May 2008 – November 2011 GSK
Order Coordinator
Assisting clients and or Reps with their queries telephonically
Answering calls from Reps mainly
Phone members back with feedback on their queries
Processing of orders on JDE, SAP and AS400
Verifying Pricing between the Rep and the Key Account Manager
Coordinating of Orders with the logistics company and our clients
Coordinating of uplifts with logistics company and Rep.
Processing of faxed orders from Reps and Clients
Processing of Sample orders
Compiling of out of stock reports for Key Accounts Managers
Keeping record of all orders processed in hard copy.
January 2004 – May 2008 Prof-Med
Chronic claims Customer Care consultant
Assisting clients with their queries telephonically
Answering calls
Phone members back with feedback on their queries
Solving queries on first contact wherever possible
Assisting to walk in members
Loading of chronic meds on system
Confirmation of chronic meds on system
June 2000 – December 2003 Medscheme
Front Office Consultant
Customer care consultant
Assist walk in clients, suppliers and brokers with queries
Types of queries include: option changes, membership queries, contribution queries, claims queries
Processing of claims
Educating clients on their medical aids
Reconciliation of accounts
Confirming benefits
Loading of chronic meds on system
Claims pre assessing of accounts
Resolving query’s at brokers’ offices were required.
Going out with CLO to explain options changes and updates to
brokers
Customer Care consultant
Assisting clients with their queries telephonically
Answering calls
Phone members back with feedback on their queries
Solving queries on first contact wherever possible
Loading chronic meds on system
Explain options to members and contributions
November 1998 - May 2000 Status Medical Aid
Customer Care Consultant
Pharmacy assessing
Answering of calls
Assisting walk in clients
Phone members back with feedback on their queries
Solving queries on first contact wherever possible
September 1996 - October 1998 Northern Medical Aid
Customer Care Consultant
Pharmacy assessing
Answering of calls
Phoning back members and explaining benefits and alternatives
Walk in members - assisting with queries
June 1995 - April 1996 Electronics Consoles & Enclosures
Document Clerk
Making up manuals
Filing of documents
Filing of work orders
Filing of purchase orders and keeping of invoices
Invoicing of all products
Quality controller
Chasing of jobs
Faxing of all orders
Client call-backs
Customer complaints
Testing of paint samples
Testing of dip tanks
Switchboard services
Purchase ordering on windows and internet
Education
Additional Studies
General Smuts High School Matric /1994
Subjects:
Afrikaans
English
Mathematics
Fitting and Turning
Physical Science
Technical Drawing
IMP Course duration 2years 160 University Credits
NQF Level 5 (in progress)
References
Dr Gerrit Classen – Universal – (082-***-****
Ebrahim Seedadt – GSK – (082-***-****
Wilma Franch – GSK – (073-***-****
I am enthusiastic, and a hard worker. I work well under pressure. I am highly motivated, and get along well with my fellow workers. I am well organized. And have excellent client service and administration skills. I enjoy learning and believe in personal growth through education. I am able to learn quickly and enjoy a good challenge. I am also a believer in lateral thinking and planning ahead
Tel: 071******* Address: 4 Magalies Park, Radiokop, 1716
Pieter Mertin Venter