Dylan Van Nelson

Throughout my experience in various career paths, I have developed a passion for acquiring knowledge and skills through study and experience, as well as adding value with discipline and integrity.

Back Office Agent at Denis Medical Scheme — GEMS Dental Department (2023-01 – Present)

• Resolved 50 - 70 customer administrative assessments daily such as claim queries, denture authorizations, complaints and benefit checks for GEMS clients, as well as inbound & outbound calls.
• Boosted team morale and productivity by creating and implementing an incentive program for top performers.
• Rewarded a microwave, three loadshedding lights and monetary incentives for excellent performance.

Customer Advisor / Debt Collection Agent at Sigma SA (2021-01 – 2023-12)

• Participated in UK-based customer service initiative — E.ON Next Campaign.
• Participated in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork.
• Increased customer satisfaction by resolving their issues efficiently and thoroughly.
• Performed soft and hard debt collection within tight deadlines in a fast-paced environment.
• Worked within applicable standards, policies and regulatory guidelines to promote safety within the working environment.

Administrative Support / Teaching Assistant at Presidential Youth Program Internship (2020-01 – 2021-12)

• Promoted student health and classroom efficiency by maintaining order and cleanliness.
• Prepared the classroom for daily instruction by setting up learning materials and equipment, capturing attendance rates and maintaining an effective class schedule.
• Performed stock control of textbooks to maintain order within the storeroom.

Administrative Clerk at City of Cape Town — Mitchell's Plain District Clinic (2020-01 – 2020-12)

• Performed pre-admission processes for patients such as capturing patient records, scheduling appointments, resolving patient enquiries and handling transfers from other facilities.
• Maintained order in the waiting area.
• Monitored and updated digital and physical filing systems to ensure efficient retrieval of patient records.
• Responded to telephonic and written inquiries from the public, beneficiaries, and other government departments.

Diploma in Business Management – College of Cape Town (2018-12)

National Senior Certificate – Cedar Secondary School (2011-12)