Sade Stevens

Dedicated Customer Service Professional with 10+ years experience in Healthcare and Telecommunications. Proven ability to deliver results in high pressure call centre professionalism. Skilled in patient education, chronic medication support and data capturing. Strong communication, active listening and problem solving.

Dischem Team leader at Health Window (2025-11 – Present)

Lead a team of 35 plus people

• Monitored team performance, identifying areas for improvement and implementing corrective actions.
• Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
• Evaluated team performance and provided constructive feedback to improve daily goal achievement.
• Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
• Developed open and professional relationships with team members to facilitate effective issue resolution.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
• Trained and supervised team to deliver on store sales targets.
• Conducted performance reviews, providing constructive feedback and personal development plans.
• Facilitated regular team meetings to discuss progress, obstacles, and brainstorm solutions.
• Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
• Adapted quickly to changing business priorities, demonstrating agility and leadership.

Case Manager at Health Window (2024-06 – 2025-10)

• Managed programme activities to ensure smooth operations.
• Assisted in loading applications efficiently to meet deadlines.
• Built and maintained relationships with doctor rooms effectively.
• Resolved delivery queries to enhance client satisfaction.
• Assessed clients through consultations and monitoring to determine service needs and benefits required.
• Coordinated with medical aid providers to obtain pre-authorizations, ensuring compliance with billing and treatment requirements.
• Maintained accurate and confidential client records, adhering to data protection regulations.
• Handled authorization processes with medical aid schemes, reducing delays in patient admissions and procedures.
• Offered guidance and supervision to junior case managers, enhancing team competency.
• Handled calls with medical funders regarding authorizations and queries

Team leader at Health Window (2019-12 – 2024-04)

• Assisted in managing call centre operations.
• Supported training initiatives for systems.
• Facilitated pharmacy allocations.
• Presented weekly KPIs to stakeholders.
• Coached agents to enhance performance.
• Onboarded new agents into the team.
• Monitored absenteeism levels.
• Ensured call quality assurance standards.
• Handled complaints effectively.

Call Centre Consultant at Health Window (2013-01 – 2018-10)

• Contacted 55 plus patients daily across various pharmacies to confirm chronic medication orders and pre-packing.
• Educate patients on correct medication use improving adherence and safety.
• Identify and report adverse events (AE) in line with compliance requirements.
• Maintain accurate patient records and using internal systems.
• Handled complex problems and issues by understanding root causes and implementing solutions.
• Helped clients enhance internal structures and improve handling of current and potential problems.

Receptionist at Time Freight (2010-01 – 2012-01)

• Managed front desk operations, answered and directed high volumes of telephonic queries.
• Performed data capturing for courier freight documentation, ensuring 100% accuracy.
• Provide administrative support to operations.
• Welcomed guests and clients in friendly, positive manner.
• Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
• Answered and directed incoming calls to relevant staff members using multi-line telephone system.
• Maintained clean and orderly reception area to impress and welcome visitors.
• Greeted visitors warmly, providing a professional first impression of the organisation.
• Delivered polite, professional customer service to enhance business reputation through positive first impressions.
• Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
• Carried out basic day-to-day administrative tasks to support staff needs.
• Responded to enquiries from clients, vendors and members of public.
• Cleaned reception area regularly to maintain professional appearance.
• Managed incoming calls efficiently, redirecting to appropriate departments to streamline communication.

Retail at Ouma Se Spens (2009-01 – 2009-01)

• Promotiing selling of cakes
• Maintained cleanliness and orderliness of the retail environment, adhering to health and safety standards.

Garment Care at Pep Clothing (2008-01 – 2009-01)

• Stitching and Sewing
• Provided advice on garment care and maintenance to extend the life of tailored items.
• Provided exceptional customer service, advising on garment care and best practices for fabric maintenance.

Training Pharmacist assistant at Cullinan Pharmacy (2017-01 – 2017-01)

• Stock take
• Helping customers with medication
• Answering the telephone
• Compounding
• Pre-packing

Sales marketing at The Prom Agency (2009-01 – 2009-01)

• Brand marketing

Grade 10 in English first language, Afrikaans second language, Natural Science, Social Science, Life Orientation, Technology, Mathematics – Parow High School