Nomthetheleli Ngcape

Experienced administration and customer-service professional with over 20 years of workplace experience across healthcare and manufacturing environments. Currently a Senior Contact Centre Consultant at Discovery Health, with strong experience handling client queries and escalations, preparing medical cover quotations and estimates, maintaining accurate information and communicating with people at different levels. Previous experience as a Head Supervisor in a manufacturing environment included administration, coordinating departments, export-order support, customer samples, knitting/packing processes and operational supervision.

Known for strong leadership, attention to detail, professionalism, problem solving, teamwork and reliable follow-through. Currently completing a Diploma in Financial Accounting, strengthening financial administration and Excel-oriented business skills.

Senior Contact Centre Consultant at Discovery Health (2015-09 – Present)

• Assist clients with product and claims-related queries, ensuring clear and accurate information is provided.
• Manage escalated client matters professionally, investigate issues and work toward appropriate resolutions.
• Compile medical cover quotations and estimates using detailed information to explain potential scheme/member cover.
• Capture and maintain accurate client and query information while following established processes and confidentiality requirements.
• Communicate effectively with clients and colleagues across different levels and handle sensitive information professionally.
• Apply strong problem-solving, listening, prioritisation and time-management skills in a high-volume service environment.

Head Supervisor at Momentos of Africa (Mohair Factory) (2002-07 – 2015-04)

• Managed and coordinated factory departments and supported day-to-day administration and operational activities.
• Assisted with export orders, including dye recipes, knitting and packing processes through to customer delivery.
• Prepared customer samples and supported requests for new colours according to customer requirements.
• Coordinated staff and workflow across departments, helping maintain productivity, quality and deadlines.
• Performed administrative tasks and maintained communication between operational areas and customers.

Diploma in Financial Accounting – Boston College

Business and Management Skills Programme — Bookkeeping to Trial Balance – Damelin College (2009 – 2009)

National Senior Certificate (Matric / Grade 12) – Vernon Gamanda High School