Client Services & Managed Care Contact Centre Consultant

Palesa Ndhlovu CV Page *

PALESA NDHLOVU

CLIENT SERVICES CONSULTANT CUSTOMER SERVICE CONTACT CENTRE HEALTHCARE ADMINISTRATION

062-***-**** Pretoria Gardens, Pretoria, Gauteng Available for suitable opportunities PROFESSIONAL PROFILE

Experienced Client Services and Contact Centre professional with 6+ years of customer-facing experience across healthcare, medical aid, pharmacy, telesales and debt-collection environments. Strong background in handling high-volume client queries, resolving complaints, providing accurate information, processing authorisations and benefits-related enquiries, and maintaining professional communication with clients and stakeholders. Experienced in managed-care and medical-aid environments, with a strong focus on service quality, accuracy, confidentiality and client satisfaction. CORE COMPETENCIES

• Client Services & Customer Care • Contact Centre Operations • Medical Aid & Managed Care Queries

• Complaint & Conflict Resolution • Authorisations & Benefit Enquiries • Claims & Service Queries

• Call Handling & Query Resolution • CRM / Computer Systems • Professional Written & Verbal Communication

• High-Volume Environments • Problem Solving & Escalations • Confidential Information Handling PROFESSIONAL EXPERIENCE

Client Services / Managed Care Contact Centre — PHA / Bonitas Medical Scheme (via Express) 2026 – 30 September 2026

• Handle client and healthcare-related enquiries in a medical-aid and managed-care environment.

• Assist with benefit, authorisation, claims-related and healthcare service queries while maintaining confidentiality and professionalism.

• Work with medical-aid processes including PMB-related enquiries, provider/DSP checks, home-care and post-operative benefit queries and other member service requests.

• Communicate clearly with members and healthcare stakeholders and escalate complex matters appropriately.

• Work effectively in a high-volume environment while maintaining service quality and accuracy. CCMDD Help Desk / Service Desk Agent — Medipost Pharmacy – Department of Health Campaign 09 Feb 2026 – 30 Apr 2026

• Handled high-volume inbound and outbound calls relating to chronic medication collection and delivery services.

• Assisted patients with collection points, facilities, pharmacies and logistics-related queries.

• Managed WhatsApp and service-desk enquiries and provided accurate information to patients.

• Handled approximately 100 calls per day before outbound activity while maintaining quality standards.

• Achieved QA performance above 82% and was recognised among top performers on the screening process. Call Centre Agent — Medipost Pharmacy

May 2023 – Jan 2026

• Handled patient calls and prescription-related enquiries in a healthcare contact-centre environment.

• Assisted patients with medication readiness, prescription queries and service information.

• Maintained accurate records and communicated professionally with patients regarding medication services.

• Worked in a fast-paced environment requiring accuracy, empathy and confidentiality. Telesales Agent — Transpharm

Oct 2022 – Mar 2023

• Managed customer and pharmacy-related telephone enquiries and sales interactions.

• Built professional relationships with clients and assisted with product and service requirements.

• Processed queries accurately and followed up on customer needs. Call Centre Agent — Health Window

Apr 2022 – Sept 2022

• Handled customer calls and provided professional assistance in a target-driven contact-centre environment.

• Maintained customer service standards and worked towards performance targets.

• Recognised as Employee of the Month for performance and customer service. Debt Collector — Ver-Tex

Feb 2019 – Nov 2019

• Contacted customers regarding outstanding accounts and negotiated payment arrangements.

• Handled difficult conversations professionally while working towards agreed resolutions.

• Maintained accurate account information and followed collection procedures. Palesa Ndhlovu CV Page 2

EDUCATION & TRAINING

Call Centre Certificate — Ver-Tex (2015)

LANGUAGES

English • Sesotho • Setswana • Xitsonga • isiZulu

ADDITIONAL INFORMATION

• Strong customer-service orientation with experience in healthcare and medical-aid environments.

• Experienced in handling sensitive client information and emotionally difficult conversations.

• Comfortable learning new systems, processes and products quickly.

• Seeking Client Services, Customer Service, Contact Centre, Medical Aid or Healthcare Administration opportunities. References available on request.

Contact this candidate