Zimasa Dzai

ADMINISTRATOR CUSTOMER

ADVISOR

Details

073*******

adnxdz@r.postjobfree.com

Skills

Communication Skills

Ability to Work in a Team

Ability to Work Under Pressure

Computer Skills

Adaptability

Leadership

Fast Learner

Complaint Handling

Microsoft Office

Customer Service

Languages

English

IsiXhosa

IsiZulu

Sesotho

Setswana

Hobbies

Netball, music, reading

Profile

I am hard-working individual, self motivated, fast learner and i quickly adapt to new environments. I work well alone as I do in a team. I have a combined 10 years experience in customer service of which 9 years were in the medical aid industry. Employment History

Call center agent, Old Mutual Healthcare, Cape Town AUGUST 2 0 0 8 — S E P T EMBER 2 0 0 9

• Telephonic queries from members and brokers.

• Benefit confirmation, claims and contribution queries.

• Escalating queries to the relevant departments where necessary.

• Ensuring that service level agreements are met.

• Making outbound calls where necessary.

Customer Services and Billing, Carphone Warehouse, Cape Town NOVEMBER 2 0 0 9 — AUGUST 2 0 1 0

• Dealing with inbound calls and making outbound calls where necessary.

• Authorising and processing refunds to clients.

• Payment allocations.

• Account queries from clients.

• Educating customers about new and pre-existing products.

• Ensuring that service level agreements are met.

Contact Center Agent (Chronic Department), Medscheme Health Risk Managment, Cape Town

OCTOBER 2 0 1 0 — NOVEMBER 2 0 1 1

• Telephonic registrations and updates of chronic medicines.

• Making outbound calls and follow ups to members and providers to submit outstanding information/ documents.

• Escalating queries to the relevant department where necessary.

• Educating members about scheme rules and protocols.

• Ensuring that service level agreements are met.

Contact Center Agent, Medscheme Holdings (Bonitas Medical Fund), Johannesburg

DECEMBER 2 0 1 1 — APRIL 2 0 1 6

• Telephonic enquiries from members and brokers.

• Educating members and brokers about scheme rules and protocols.

• Benefit confirmation and claims queries from members and brokers.

• Non clinical hospital authorisations.

• Team coach duties ( standing in for team leader) taking member complaints and escalations, conducting workshops and training. Email Correspondence Agent (Back Office), Medscheme Holdings ( Corporate Schemes), Johannesburg

MAY 2 0 1 6 — S E P T EMBER 2 0 1 8

• Responding to member's queries through email.

• Making outbound calls where necessary.

• Call center back up.

• Benefit confirmations and claims enquiries.

• Authorising dental procedures ( Basic and advanced dentistry).

• Ensuring that service level agreements are met.

• Escalating queries to the relevant departments where necessary.

• Non clinical hospital authorisations.

Education

Diploma, Intec college, Bloemfontein

MARCH 2 0 1 9 — PRESENT

Subject:

• Introduction to South African Law.

• Office Management for legal practices.

• Property Law and Conveyancing practice.

• Debt collecting process.

Senior Certificate (Matric), Dawn View High School, Johannesburg JANUARY 2 0 0 7 — DECEMBER 2 0 0 7

Subjects:

• English (1st language)

• Afrikaans (2nd language)

• Accounting

• Business Economics

• Computer Science

• Mathematics

F EBRUARY 2 0 2 1 — F EBRUARY 2 0 2 1

References

Ella Letlole from Medscheme

adnxdz@r.postjobfree.com 011*******

Contact this candidate