Saviour Ndlovu

Training Facilitator, Certified Assessor, and candidate of Occupationally Directed Education, Training and Development Practices (NQF Level 6), with a National Diploma in Human Resource Management and certifications in Coaching and Mentoring. I bring over 10 years of experience in customer-facing roles within the medical aid and health insurance industry, combined with experience in training delivery, learner assessment, coaching, and stakeholder engagement. Skilled in facilitating virtual and classroom-based learning, adapting content to diverse learner needs, and driving system adoption and customer confidence.

Passionate about creating engaging learning experiences that support knowledge transfer, learner success, and business outcomes.

TRAINING FACILITATOR - Afrocentric Health

(2024-07)

• Facilitate comprehensive onboarding and training sessions to ensure participants understood the system functionality and operational procedure.
• Facilitate instructor-led training, virtual training, and refresher sessions for new and existing employees.
• Develop and maintain the training material (power point presentations, FAQs, manuals and handouts).
• Design, develop and implement training programs.
• Coordinate with department managers to tailor training content.
• Collaborated with subject matter experts to streamline training content.
• Compiled Onboarding training reports that highlighted key performance metrics (through assessments and follow ups),that highlights key performance indicators and client progress.
• Provided updates and reports to upper management on program progress.
• Coordidate Logistics ( scheduling,setting up training room and materials)
• Manage the learding process (keep sessions on track,encourage partcipation,adapt to diffent learning styles)
• Perform Quality Assuarance on agents calls and provide coaching to reinforce correct system usage and client interaction standards.
• Manage onboarding logistics, including scheduling sessions, setting up virtual training environments, and ensuring all materials are ready .
• Reporting and analysis of Service Level Agreements within the business.
• Collaboration and communication amongst departments.
• Monitor learner progress and identify coaching opportunities.
• Support change initiatives and system implementations through effective training interventions.
• Support continuous improvement of training content and delivery methods.

SENIOR CLIENT SERVICES CONSULTANT - Afrocentric Health

(2023-04 - 2024-07)

• Managing incoming calls and email from members/providers and scheme CLO's.
• Claim assessments.
• Preparing stale claims.
• Resolving all escalations.
• Led internal team training and knowledge transfer, facilitating onboarding for new team members to ensure operational consistency. .
• Identifying issues arising from operations (being team members/clients).
• Assisting in the absence of team leader/manager.
• Identify and facilitate call center agents on areas they are lacking.
• Conduct assessments.
• Compile training documents.
• Report calls center agents progress to Team Leader and COO.
• Handling escalations.
• Liaise claims queries between Claims Department and Client Service Department.

ASSISTANT TEAM LEADER (CLIENT SERVICES) - Universal Healthcare

(2019-06 - 2023-03)

• Call monitoring (Remote and side by side), to ensure quality standards and correct system usage were maintained.
• Monitoring & assisting the team in the absence of the team leader.
• Conducted one-on-one coaching and feedback sessions, reinforcing adoption of best practices and addressing learning gaps.
• Daily back-office reprocessing documentation.
• Conducting coaching and feedback sessions on evaluations.
• Managed administrative workflows and daily reporting, including pending queries and call survey recoveries to track service health.
• Compiling and approving PMB documentation.
• Ensuring approval of stale claims by client service manager and scheme fund manager.
• Call recoveries on behalf of the team for escalations.
• Dealing with multiple telephonic queries from Universal members.

CREDIT CONTROLLER AND ADMINISTRATOR - Dr Oupa Chuene Practice

(2018-08 - 2018-12)

• Follow-up with medical schemes and patients regarding patient liabilities.
• Calling medical schemes for outstanding remittances.
• Sending claims to medical schemes.
• Monthly reconciliation of receipts and payment.
• Issuing statements to members for outstanding balances.
• Maintenance of client's information confidentiality.

CUSTOMER SERVICES CUSTOMER - Metropolitan Health Group (Polmed)

(2016-04)

• Assisting Members with medical aid queries.
• Assessing Claims.
• Contributions/Premiums queries.
• Processing Claims.
• Assisting Practice in confirming Benefits.
• Dental benefits.
• First call resolution for resolving member and service provider queries.
• Assisting members with their benefits.
• Chronic Medication queries.
• Understanding and effectively using the call.
• Centre telephony system.
• Assisting Claims Department with processing of EDI claims.

CALL CENTRE CONSULTANT - Medscheme Holdings (Bonitas)

(2014-12 - 2016-04)

• Assisting Members with medical aid queries.
• Resolving queries via email.
• Giving members feedback via email.
• Resolving escalations.
• Returning members calls.
• Sending claims for reprocessing to the claims department.
• Rerouting of the calls to the correct department.
• NCA: Nonclinical agent.
• Loading pre-authorization for hospitalization/day procedure.
• Providing feedback to members pertaining to their queries.

CALL CENTRE CONSULTANT - Medscheme Holdings (Fed-health)

(2013-01 - 2014-11)

• Assisting Members with medical aid queries.
• Giving members feedback via email.
• Resolving queries via email.
• Escalations.
• Calling members back.
• Sending claims for reprocessing to the claims department.
• Rerouting of the calls to the correct department.
• NCA: Nonclinical agent.
• Loading pre-authorization for hospitalization/day procedure.
• Providing feedback to members pertaining to their queries.

CALL CENTRE CONSULTANT - Metropolitan Health Group (GEMS)

(2011-03 - 2013-12)

• Served as Acting Team Leader, providing leadership and support to colleagues in the absence of the Team Leader.
• Resolved complex queries for GEMS Members regarding medical aid, enhancing customer satisfaction.
• Streamlined operations by efficiently rerouting calls to the appropriate departments.
• Consistently met and exceeded company targets and goals through diligent performance.
• Improved claims processing by coordinating with the claims department for reprocessing needs.
• Enhanced document management by sending claims for scanning and batching.
• Delivered comprehensive feedback to members, addressing their concerns with clarity and precision.
• Facilitated transparent communication by distributing claims statements to members and Service Providers.
• Compiled and analyzed team statistics to monitor performance and identify areas for improvement.

NATIONAL SENIOR CERTIFICATE - Thuto Ke Maatla Comprehensive School

NATIONAL DIPLOMA - HUMAN RESOURCES MANAGEMENT - Business Management Training College

HIGHER NATIONAL CERTIFICATE - Facilitator Certificate - ENJO CONSULTANTS (2025)

HIGHER NATIONAL CERTIFICATE - Coaching and Mentoring Skills Programme - Khulisane Academy (2025)

HIGHER NATIONAL CERTIFICATE - Assessing Certificate - ENJO CONSULTING (2026)

HIGHER NATIONAL CERTIFICATE - Occupationally Directed Education, Training and Development Practices (NQF Level 6) - ENJO CONSULTING