Team Leader Customer Service
Resume:
LINDIWE SIWA
I am a highly motivated and enthusiastic Client Services centric woman with vast experience (over 10 years) in the Service industry. I consider myself an all-rounder as Iʼve been exposed to numerous fields/roles and have been able to excel in every one. I have also completed several on-the-job training to enhance my knowledge and stretch my thought process. Being a Psychology graduate, I majored in Analytical thinking and Research Methodology.
My overall skills include excellent report-writing, attention to detail, quality assurance and efficiency. I am more focused on finding innovative ideas and solutions in every situation. PERSONAL ATTRIBUTES
· Excellent communication and interpersonal skills - able to establish and maintain good working relationships with people from different spheres of life
· Outstanding public speaker
· Proactive and assertive
· Flexible and approachable
· Deciding and initiating action
· Adapting and responding to change
Billing Workpool Administrator
Discovery Health Services, Sandton
Financial maintenance (withdrawals, reinstatements, transfers, date of entry etc.) with attention to procedures and rules relating to financial maintenance Ensure quality of output and TWT targets are met
Willingness to work overtime during busy periods
Knowledge of active member debt administration
Clawback calculations
Knowledge of credit control, billing and debit order processes (e.g. allocating payments,
processing refunds and resolving general billing queries) General admin maintenance such as updating personal details, attaching and routing documents
Apr 2022 - Present
Clinical Specialist COVID-19
DISCOVERY Health Services
Assisting members who have been infected and/or affected by Corona virus; i.e. either have tested positive, negative, suspect to have the virus or have been exposed to the virus by close contact with infected person(s). Duties
• Offer Discovery a round support and case management, for confirmed and suspected cases of COVID 19, such as MSO (Medical Service Organizations) and Healthy Company for follow up care, organizing and scheduling of testing and emotional support if needed
• Track and trace both suspected and confirmed cases within Discovery Holdings (employees) and other businesses that have taken up the COVID 19 Business Support with Discovery Holdings
• Track and trace all people who had been in close contact with probable and/or positive cases
• Report back to Team leader, Service Execs and Human Capital Managers of each affected department
• Email correspondence to the respective parties to provide guidelines and progress on each case being handled
• Advise on return to work (de isolation) dates for each affected employee in isolation
Feb 2021 - Mar 2022
PERSONAL
Name
Lindiwe Siwa
Address
1905 Fielding Crescent, Mondeor
2091 Johannesburg
Phone number
adzaau@r.postjobfree.com
Gender
Female
linkedin.com/in/lynn-siwa-
724a7649
INTERESTS
Watching documentaries
Reading
Cooking
Hiking
WORK EXPERIENCE
Service Consultant - HEALTH PARTNERS
DISCOVERY Health Services
Assisting health partners (Doctors, Practice Assistants, Bureaus) to resolve benefits and claims queries as well as advise on some general admin information such as Dr/Practice registrations, banking details updates, etc. Duties
• Working on Discovery systems
• Ensuring excellent quality service at all times; consistently displaying TCF
& our core values
• Dealing with multiple telephonic queries from all our Health Partners
• Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced
• Continuously staying abreast with all digital servicing tools within the business and ensuring that the functionality is fully understood
• Achieving and exceeding key performance metrics relating to service delivery
• Keeping accurate detailed stats of all queries/correspondence for tracking purposes
• Correctly routing all inquiries to the relevant departments
• Assisting with written correspondence where necessary(using DISCribe) Dec 2019 - Feb 2021
Service Consultant - Client Services
DISCOVERY Health Services
Assisting members, brokers & employers telephonically to resolve benefits, claims and financial queries. Ensuring resolution to inquiries and communicating feedback thereof with the members.
Duties
• Working on Discovery systems
• Ensuring excellent quality service at all times; consistently displaying TCF
& our core values
• Dealing with multiple telephonic queries from Discovery members, brokers, employers, the public and internal parties
• Dealing with all queries up to a point of resolution
• Keeping members updated on the progress of their queries
• Completing administrative and repetitive tasks
• Keeping accurate detailed stats of all queries/correspondence for tracking purposes
• Correctly routing all inquiries to the relevant departments
• Keeping up to date with policy and product changes
• Assisting with written correspondence where necessary(using DISCribe) Jul 2019 - Nov 2019
Customer Experience Team Leader
One Loyalty Rewards
Managing and overseeing a medium sized team, reporting to Operations Management. My main function is monitoring and supporting consultants through quality assurance by closely monitoring the standard of the customer satisfaction courtesy calls and ensuring that any complaints that arise are escalated timeously and resolved within the Service Level Agreement. Amongst other duties, I am responsible for month to month client utilization reporting as well as rebilling and liaising with the relevant Account Managers to make sure client satisfaction is met and maintained. On an ad hoc basis I assist the team in manning the switchboard and transferring external clients to the relevant departments and/or insurance companies.
Duties
• Managing the client liaison/satisfaction call centre
• Creating new Excel “work sheets” on a monthly basis and Feb 2018 - Jun 2019
completing audits on the previous ones
• Auditing the clientʼs emergency contact list and constantly ensuring that all numbers are working accordingly
• Weekly reporting for Management to see the progress of the team
• General support and training of new staff as well as coaching and mentoring the existing staff
• Directing and controlling the achievement of set customer service standards by efficiently and effectively managing and coordinating the end to end customer experience
Customer Experience Call Centre Agent
One Loyalty Rewards
Working as part of a medium sized team, reporting to a ʻLifestyleʼ Team Leader. My main function was monitoring customer satisfaction through courtesy calls, escalating and resolving any complaints that arise. I was also responsible for manning the switchboard by taking messages, transferring external clients to the relevant departments and/or insurance companies.
Duties
• Directing and controlling the achievement of set customer service standards by efficiently and effectively managing and coordinating the end to end customer experience
• To investigate and resolve customer queries in a timely manner and implement corrective actions to avoid reoccurrence
• To lead daily customer satisfaction surveys with clients and understand current and future service level expectations, perceptions and opportunities for improvement to support the business immediately and in the future
• To continually monitor and identify customer trends and then discuss and propose opportunities to adopt “best in class/best of breed” working practices, procedures and processes to ensure the best fit between business and customer expectations
• To ensure that all existing processes within the department are adhered to, reviewed and updated regularly to fit the current business needs
• To advise and influence other areas within the business to ensure that the day to day and future needs of the company and its customers are met at the highest quality
• To generate, track, monitor and maintain all business data and business reporting to support business decision making
Jun 2016 - Feb 2018
HR & Research Assistant
The Human Concept
Working as part of a small team of 10, reporting to the Senior Industrial Psychologist.
I was responsible for the screening and interview/assessment of clients, interpretation/translation as well as report writing for the assessments conducted, on a day to day basis.
Duties
• Participating in the preliminary interview stages and acquire necessary information from patients
• Translating information to and from patients for the Senior Industrial Psychologists, where necessary
• Consulting with the Senior Psychologists, Personal Assistants and others to determine the requirements for assigned reports, addendums and/or joint minutes as well as any other issues arising from this process
• Discussing and agreeing on appropriate approaches iroreport writing with the Senior Psychologists
• Drafting of joint minutes
• Drafting of addendums
Aug 2014 - May 2016
• Noting and integrating received expert reports/opinionsinto our reports
• Contacting patients and employers to get collateral information (employment confirmation) in order toreport factual information
• Following up with patients in cases where there are outstanding documents or information
• Performing any other tasks appropriate to my role in supporting the Senior Industrial Psychologists
Client Liaison Officer
Computershare Investor Services
Working as part of a large team, reporting to an Operations Manager. Responsible for the day to day assistance of shareholders and general administrative duties of the project as well as admin assistance to other departments when needed.
Duties
• Consolidating and replacing shareholdersʼ old and unclaimed dividends
• Resolving telephone and email queries
• Handling and resolving clientsʼ payment complaints by running and maintaining “a complaints email bucket”with a two day turnaround time
• Liaising with banks to stop current payments to avoid duplicate payments
• Liaising with different companies to keep abreast with payment statuses for claimed dividends
• Issuing dividend tax certificates and payment requisition advice slips for shareholders for tax purposes
• Compiling shareholding confirmation letters for elderly shareholders for pension purposes
• Typing documents and distributing memos
• Handling incoming & outgoing calls, correspondence and filing of received / resolved queries
• Faxing, printing, photocopying, filing and scanning
• Posting dividend cheques to UK, Namibian and Malawian clients, either by Airmail or Courier
• Processing EFT dividend payments and quality assuring the transactions Jul 2011 - Oct 2013
Data Capturer & Administration Officer
Computershare Investor Services
Working in a Global Transaction Processing department, reporting to a Team Leader. Responsible for updating share portfolios of UK shareholders and quality assurance checks and assessments of the junior staff membersʼ work. Time to time administration assistance to other departments as well as covering the reception area.
Duties
• Updating and processing UK share portfolios, i.e. address updates, banking details updates, deceased estates updates, power of attorney updates, etc.
• Data capturing and administering resolved queries
• Printing and filing
• Assisting in drafting training manuals.
• Training and coaching new and existing staff members on new processes and procedures
• Holding one on one coaching sessions on a weekly basis and compiling monthly reports to send to the team leader
• Supervising the work of office juniors and assigning work for them – working closely together with the team leader
• Creating and modifying documents using Microsoft Office packages
• Involvement in CSI activities
Aug 2008 - Jul 2011
Call Centre Agent
Computershare Investor Services
In the role of a Call Centre Agent, I was one of 15 new youngrecruits that were placed and underwent a 4 week training on investor relations with emphasis on the UK markets. Thereafter, we joined a large call centre, however our group was the only one dealing with UK shareholders. Duties
• Assisting UK based shareholders with queries regarding their shares – balances, processes of trading and processing of dividend payments Jun 2008 - Aug 2009
Call Centre Agent
Virgin Mobile UK
This was my first job and I was so excited! I underwent 10 weeks of rigorous training. At the time, Virgin Mobile was a new client to the SA market and the call centre recruited young, enthusiastic dream chasers. Due to the job entailing telephony services to overseas clients, I worked odd hours as well as during SA public holidays. I enjoyed working in this vibrant environment however due to the long hours, in time I decided to apply for jobs with office hours as I was a mother of an infant. Duties
• Assisting UK based clients with all cell phone and network related queries Feb 2007 - May 2008
Barchelor of Arts - Professional Psychology
UNISA, Johannesburg
Degree completed Certificate available
2012 - 2022
Business Writing
FASSET (Seta)
Certificate available
Sep 2012 - Sep 2012
Coaching & Mentoring Development
Computershare Registry Operations
Certificate available
Sep 2010 - Feb 2011
HIV/AIDS Care & Counselling
UNISA, Johannesburg
Certificate available
Jun 2022 - Dec 2022
Microsoft Word, Excel,
PowerPoint, Outlook
Presentations
Report writing
Administrative support
Time management
Business writing
Counselling
Coaching
EDUCATION AND QUALIFICATIONS
SKILLS
Sonnet Oberholzer
adzaau@r.postjobfree.com
DISCOVERY Health
Services
Umiksha Maharaj
adzaau@r.postjobfree.com
Discovery Health
Services
Ronel Spencer
One Loyalty Rewards
Dr Gulshan Sugreen
The Human Concept
Leanne Overbeek
adzaau@r.postjobfree.com
Discovery Health
Services
Good English, Zulu and Sotho language proficiency
Ability to type 50+ w/pm
Ability to multi task and manage conflicting demands
Ability to consistently produce accurate work even under pressure
Ability to reach targets and go the extra mile
Ability to maintain confidentiality at all times
Excellent working knowledge of all Microsoft Office packages
Excellent spelling, grammar and computer skills
Strong organizational, administrative and analytical skills REFERENCES
KEY SKILLS AND COMPETENCIES
Contact this candidate