Ravi Naidoo

Assessment of calls / correspondence and walk-in centre enquiries to measure the level of service being provided to clients. Identifying and reporting of problem areas, trends and training needs with the focus on development of Client Service Agents and Team Leaders. Communicating regularly with Client Services Manager, Team Leaders and Client Services Agents in terms of assessment and quality checks being done.

Compiling weekly and monthly reports on assessment scores as well as errors detected. Liaise with all relevant role players in the event of disputes regarding customer satisfaction measures in order to ensure the accurate and consistent application of procedures. Facilitating training sessions as and when required.

Coaching of Agents and Team Leaders to achieve desired quality levels.

Claims

Auditing. Liaise with providers and members on resolution of enquiries. Chronic care consultant – processing of chronic applications via doctor's scripts. Claims assessor. Led a team of 10-15 agents with regard to quality and stats – KPI's.

Pre-Assessing Clerk - Sovereign Health Administrators - Durban

(1995-07 - 1996-07)

• Capturing doctors and members numbers onto database

Medical and Pharmacy Claims Assessor - Sovereign Health Administrators - Durban

(1996-07 - 1998-01)

• Assessing of doctor's, hospital, pharmacy and dentals claims for payment

Chronic-Care Network Assistant - Sovereign Health Administrators - Durban

(1998-02 - 1999-12)

• Capturing member's chronic applications onto database. Claims purposes

Call Centre Consultant - Momentum Health Administrators - Durban

(2000-01 - 2005-12)

• Assisting all client types with the resolution of enquiries

Call Centre Quality Assurance Officer - Momentum Metropolitan Incorporated Health Administrators - Durban

(2006-01 - 2013-12)

• Analysing of agents calls, finding training gaps, trends and needs
• Provide feedback, coaching and mentoring of agents – training as well

Call Centre Agent / Chronicare Network - Medscheme / Afrocentric Health - Durban / Cape Town / Gauteng

(2016-12 - 2020-09)

• Capturing of chronic applications via members / provider of services
• Telephonically and administratively

Matric - Risecliff Secondary (1988)

Diploma - Call-Centre - Damelin (2000)