Nazlie Biggars

Experienced Information Specialist and Training Professional with over 20 years' experience in healthcare administration, call centre operations, training delivery, policy development, and knowledge management. Proven expertise in product knowledge assessments, policy and procedure management, e‑learning development, stakeholder engagement, and performance reporting. Strong communicator with a background in leadership, learning facilitation, and continuous improvement within regulated healthcare environments.

Information Specialist (Non‑Clinical) - AFROCENTRIC HEALTH / MEDSCHEME

(2016-01)

• Manage Product Knowledge Assessments (PKA) across multiple business units
• Set up and load monthly assessments on Oracle
• Analyse results, manage disputes, and compile monthly reports
• Liaise with stakeholders across business units
• Develop, review, and maintain policies and procedures
• Ensure version control, governance, and compliance standards

Team Leader & Training Facilitator - AFROCENTRIC HEALTH

(2009-01 - 2016-12)

• Facilitated call centre, systems, behavioural, and soft skills training
• Delivered NQF 3 Contact Centre & BPO Practices (Qualification 80566)
• Trained staff on in‑house systems (Nexus, UMS)
• Facilitated healthcare topics including PMB, ICD‑10, ISO, Medical Schemes
• Coordinated learnerships (~1500 learners trained)
• Scheduling, learner interviews, assessments, and portfolio submissions
• Learner support and competence tracking
• Designed and deployed STT e‑learning modules for non‑clinical agents
• Developed system‑based and process‑driven training content
• Deputised for Manager During Absences
• Led teams of up to 15 staff
• Performance coaching, quality monitoring, productivity reporting
• Business partnering for specific medical scheme portfolios

Team Leader / Escalations Clerk / Call Centre Agent - ROWAN ANGEL

(2003-01 - 2008-12)

• Managed escalations including executive, CMS, and public complaints
• Led a team of 12 call centre agents
• Conducted quality evaluations and performance coaching
• Compiled productivity, adherence, and quality reports

BA Honours - Psychology - University of Stellenbosch (1998-12)

BA - Humanities - Rand Afrikaans University (1995-01 - 1997-12)

Matric - Fred Norman Secondary School (1994-12)