Data entry, Customer Service & Administrative Specialist

Moselakgomo Tsholofelo Francisca

Tel: 945-***-**** *************@*****.***

PROFESSIONAL SUMMARY

A positive empathetic and solutions-oriented customer service/administrator and call center sales advocate with over three years of experience in client-facing roles. Tactfully resolve issues, makes product recommendations and delights clients to drive customer retention, satisfaction rates and net promoter scores. Self-motivated individual with strong communication skills, great attention to detail and the ability to work under pressure. Maintained 85% customer satisfaction rate.

AREA OF EXPERTISE

• Technical Support

• Customer Service

• Data entry

• Administrative Assistance

• Computer application packages

• Call Centre

• Remote

CUSTOMER SERVICE EXPERIENCE

Member Angagement Coordinator (Remote) Signify Health August 2022 - Date.

• Present a positive and professional demeanor to clients, health plan members, clinicians and coworkers.

• Leverage multiple internal and external systems to facilitate member scheduling of appointments, and ensure smooth communication between health plan members, providers and Signify.

• Assist health plan members with coordinating a PCP connection following a health assessment

• Meet all quality customer service and productivity goals set by the department (i.e. number of calls per day, appointment set per day, shift at an attendance policy adherence, quality targets, etc.) in an office or remote environment.

• Utilize various regulated scripts approved by both clients and Signify.

• Follow internal scripts and processes, track data as requested by management and maintain accurate record notes on member files.

• Receive or enable warm transfers from within or outside the department including clinicians, doctor’s offices and call center representatives.

• Follow departmental procedures when communicating with members.

• Handle additional tasks as requested by management.

• Support business needs by conducting manual outbound calls and handling inbound phone calls as well as receiving outbound calls placed by telephony system as needed.

• Act as a subject matter expect for peer side-by-side coaching.

• Assist with training fellow employees.

• Accept constructive feedback and respond appropriately.

• Ability to work overtime and on call as requested by Signify.

• Responsible for the security and privacy of any protected health information accessed during normal work activities.

• Follow departmental procedures when communicating with members clinicians and physician’s offices.

Customer Service Specialist TTC Mobile February 2021-August 2022.

• Manage 50+ daily customer calls, answer customer questions, clarify product offerings and work to resolve account issues.

• Process 30+ new or revised orders each day.

• Upload customer profiles and track unresolved issues in internal CRM systems.

• Serve as a positive proactive and empathetic sounding board for customers, acknowledge complaints and address concerns.

• Partner with managers to deliver solutions, escalate issues as needed.

• Cultivate in-depth product knowledge, attend quarterly training and service workshops to develop expertise.

• Awarded employer of the month in May 2021.

• drive customer satisfaction through chat, voice, e-mail communication. Data Entering Clerk Deymech Engineering Limited Houston TX January 2019 to January 2021.

• Keyed data from source document in a timely and efficient manner.

• Performed acceptable volume of work in timely, efficient and accurate manner in order to schedule priorities to meet or exceed client expectations of processing schedule.

• Perform Verification duties as required.

• Keyed correcting entries as indicated by verification or other warning,

• Troubleshooted data problems.

• Assisted in development of production formats and keying procedures,

• Demonstrated high levels of safety awareness and notifies supervisor of potential hazards.

• Follow the security and privacy policies standards and guidelines to protect the informational assets of both the company and their customers. Customer Service Centre (Remote) Commercial BPO Cape Town SA March 2014 – August 2018.

• Handle 50+ customer interactions per day, issuing detailed, friendly, personalized and polite customer services to ensure that customers are satisfied.

• Studied and memorize company products and services to be able to answer all questions regarding to help upsell.

• Very good in video conferencing platforms such as zoom, Skype and able to interact with customers across these channels.

• Trained 3 new employees in entering data and organizing customer entering logs.

• Made new suggestions on persuading cancelling customers to stay with the company with issues.

• Remaining calm and empathetic during a customer dissatisfaction and was able to resolve issues.

• Maintained a 85% customer satisfaction rating.

Customer Service Administration Lucky Sunrays Pretoria SA January 2012

– February 2014.

• Handle incoming calls and outbound signals relating to customer support.

• Identify and resolve issues using problem solving techniques and process of elimination.

• Provide clear and concise information to customers to assist and resolve issues.

• Effectively evaluate the need for a service technician to physically resolve a problem and create schedule and close service jobs.

• Coordinate and implement office procedures for smooth running and effective office functions.

• Assist in admin and clerical activities such as organizing meetings, workshops and training.

• Overseeing and monitoring of all procurement services to division staff and ensures timely distribution of notices.

Education.

• University Of South Africa.

• Willowridge High School.

Skills

• Experience in Microsoft Office including word excel and PowerPoint.

• A vibrant focused purposeful and dedicated team player.

• Strong administrative and management skill.

• Excellent leadership skills.

• Excellent customer service skills.

• Extensive product understanding experience.

• Adherence to high customer standards.

• Innovative and proactive.

• Crisis manager.

• Excellent organizing and team building abilities.

• Excellent computer skills.

• Excellent communication and presentation skills.

• Staff monitoring and risk management skills.

• Open to new experiences.

• Multitasking with various key departments.

• Ability to respond quickly to agent analysis requests.

• Computer Application packages.

• Internet usage.

• Analytical thinking.

• Critical thinking.

• Extensive data entry skills.

• Relational database functionality (Signify).

Personal Attributes

• Creative and goal oriented.

• Good communication skills.

• Ability to work under pressure with minimum supervision.

• Quality control skills.

• Strong knowledge of administrative processes.

• Effective working relations with people of different national and cultural backgrounds.

• Professionalism.

• Team waking ability with traits of courtesy.

• Respect and customer service.

• Great time management.

• Coachable.

• Team oriented.

• Competitive.

• Confident.

• Outgoing.

• Strong work ethic.

Contact this candidate