Thembeka Bonga

Detail-oriented Claims Assessor and Customer Service Specialist with over four years of experience in insurance claims processing, compliance, fraud identification and stakeholder engagement. Skilled in assessing claims accurately, applying policy and legislative requirements and delivering excellent customer service in fast paced environments.

Customer Experience Specialist at TTEC (2024-01 – Present)

• Delivered professional and compassionate customer support by assisting customers with healthcare benefits, medical plans, claims, authorizations and related queries through phone, email, chat and messaging platforms.
• Handled customer concerns efficiently by providing clear information and guidance while maintaining confidentiality and accurate documentation.
• Demonstrated strong communication, empathy and problem-solving abilities to ensure a positive customer experience and consistently achieve service performance targets.

Claims Assessor at Collinson Insurance (2020-08 – 2023-12)

• Assessed funeral and travel insurance claims according to policy terms and regulatory standards.
• Verified claim documentation and eligibility while identifying potential fraud risks.
• Collaborated with underwriters, finance teams and stakeholders to finalize claims efficiently.
• Contributed to process improvements through trend analysis and reporting.

Customer Service Advisor at Webhelp (2018-03 – 2019-03)

• Managed high-volume inbound customer enquiries including complaints, payments and returns.
• Delivered empathetic and professional customer service while meeting strict service agreements.
• Utilized digital platforms and internal systems to resolve customer concerns efficiently.

Administrative Assistant at Yomelala Primary School (2016 – 2017)

• Provided administrative and clerical support to school management.
• Coordinated visitor access, scheduling and event administration.

National Senior Certificate (Matric) (2016)