Team Manager - Capita SA
(2017-02)
- Daily SLA management of staff and KPI
- Coaching, Feedback, and development of staff
- Customer credit management in line with policies and procedures
- Disciplinary action as per company guidelines
- Escalations received via call centre
- Sick and Absence Management via attendance review procedure
- Schedule Adherence
Team Leader - Samwumed
(2015-06 - 2017-02)
- Managing call centre, claims, correspondence back office and service desk staff and processes
- Ensuring accurate logging and resolution of all high-level complaints received via the Council for Medical Schemes as per the act
- Co-ordination and presentation to the Board of Trustees of all Ex-Gratia requests
- Ensuring compliance of daily SLA in the call centre, claims department, service desk and correspondence back-office processing of all leave and overtime requests for the business unit
- Performance management of staff in accordance with KPI Coaching and training of staff
- Conducting interviews and recruitment of new staff
- Instituting of Disciplinary actions in line with company policies and procedures
- Communication to staff of all operational and compliance related objectives
- Ensure resolution of social media complaints received via various channels e.g., Face Book Updating of call centre, claims, correspondence and service desk back office processes for greater efficiency
- Dealing with escalations received from call centre, correspondence and service desk and BOT
- Co-ordination of year end tariff testing and updating tariff changes in line with Scheme Rules
- Checking content and layout of monthly member statements for distribution Daily reporting of all IT Related incidents Daily reports on all SLA in the Business Unit
Client Relations Officer - Metropolitan Health Group (GEMS)
(2012-09 - 2015-05)
Reason for leaving: Position redundant.
- Resolution of High-Level Scheme Complaints received in back offices –Admin
- Resolution of High-Level Scheme Complaints received via CMS
- Resolution of High-Level Scheme Complaints received via Fraud line
- Resolution of Complaints received High Level Scheme Complaints
- All communication channels
- Acknowledgement/implementation respectively of Compliments and Suggestions
- Trend Analysis of service break down and reporting accordingly
- Escalations and interacting with Service Provider Networks Externally/Internally
- Continuous Process Improvement Projects
Call Centre Manager (secondment) - Metropolitan Health Group (Bankmed)
(2011-02 - 2012-08)
Reason for leaving: The position became redundant as MHG lost Bankmed as a client.
- Managing a staff compliment of 40 individuals including 4 Team Leaders and a workforce planner
- Managing Call Centre operations/communications/quality assurance
- Managing Client specific SLAs
- Design, and implementation of Call Centre processes flows
- Performance management/disciplinary action against staff
- Manage work force planners/forecasting/schedules/leave for call centre
- Managing the output of the Client Service Teams/Team Leaders
- Manage administration of the department/sign-off stale claims/approve over-time
- Resolve client escalations and follow-ups
- Recruitment/interviews –call centre staff
- Identify need and viability of project that is to be developed
Team Leader Back Office - Metropolitan Health Group (Bankmed)
(2008-07 - 2011-01)
Reason for leaving: Promotion to Call Centre Manager within company
- Management Back Office processes, quality, and staff
- Manage Back Office workflow
- In-bound and outbound call centre
- Managing Frequent Caller report
- Managing Pending report
- Managing of Client Services Complaints, Owner of Complaints Mail box
- Quality Assurance Written Responses to members
- Case studies
- System Enhancements to facilitate workflow
- Manage Admin in Back Office
- Project Champion for: Complaints Resolution –Internal Complaints Resolution -Outbound
- Project Champion for: CS Novelty –Call Centre Back Office
- Project Champion for: CRM call centre integration –Workflow Pending
Team Leader Call Centre - Metropolitan Health Group (Bankmed)
(2005-11 - 2008-06)
- Manage and control workflow and processes within client services
- Ensuring compliance with agreed service level agreements entered into with the client
- Control and manage quality output of team in terms of verbal and written communication
- Ensure team adherence to schedule
- Performance management of staff
- Ensure team productivity compliance and motivation
- Facilitate and drive projects
- Problem solving in all areas to ensure efficiency of the client services division
- Manage staff and constantly identify training needs and facilitate accordingly
- Compiling and interpretation of correspondence reports
- Supervise and monitor staff
- Granting of leave request
- Investigation and resolving of high-level enquiries
- Signing off special claim batches
- Arranging of overtime
Customer Services Advisor - Metropolitan Health Group (Bankmed)
(2004-07 - 2005-10)
Reason for leaving: Promotion to Team Leader position.
- Resolution of telephonic enquiries relating to: Chronic medication
- Resolution of telephonic enquiries relating to: Investigations
- Resolution of telephonic enquiries relating to: Memberships
- Resolution of telephonic enquiries relating to: Premiums
- Resolution of telephonic enquiries relating to: Benefits
- Resolution of telephonic enquiries relating to: Claims
- Written Correspondence: E-mail enquiries
- Written Correspondence: Internet enquiries
- Written Correspondence: Written correspondence
- Written Correspondence: Faxes
- Written Correspondence: Dental/Orthodontic Quotations
Landscaping - Blooms Landscaping
(2002-07 - 2004-06)
Senior Policy Administrator / Customer Services Agent / Helpdesk - Momentum Life
(1995-05 - 2002-06)
Retrenched
Front shop Assistance / Cashier - Medi kemp Pharmacy
(1990-01 - 1995-04)
Casual – while studying
