Tumelo Madihlaba

Dedicated and customer-focused professional with over 6 years of experience in customer service, member services, call center operations, inside sales, and administrative support. Proven ability to manage high volumes of customer interactions while maintaining excellent service standards and achieving performance targets. Skilled in customer relationship management, problem-solving, communication, and administration.

Experienced in handling customer and member inquiries through phone, email, and chat channels while delivering exceptional service. Seeking a remote Customer Service, Customer Support, Virtual Assistant, Member Services, or Customer Success position.

Health Care Member Service Representative - PLP Group - Hybrid

(2025-01)

• Provide professional support to health care members via phone, email, and other communication channels.
• Assist members with benefits, claims inquiries, eligibility verification, and coverage information.
• Resolve member concerns and complaints in a timely and professional manner.
• Educate members on available health care services, programs, and resources.
• Maintain accurate member records and update information in relevant systems.
• Ensure compliance with health care policies, procedures, and privacy requirements.
• Collaborate with internal departments to resolve complex member issues.
• Meet quality assurance, productivity, and customer satisfaction targets.
• Perform administrative and data-capturing duties as required.
• Deliver exceptional customer service while maintaining confidentiality and professionalism.

Customer Service Representative / Inside Sales Agent - Concentrix

(2020-06 - 2024-12)

• Handled inbound and outbound customer interactions professionally and efficiently.
• Assisted customers with account inquiries, service requests, billing concerns, and issue resolution.
• Provided product and service information while identifying sales opportunities.
• Maintained accurate customer records using CRM systems.
• Resolved customer complaints while ensuring customer satisfaction.
• Met and exceeded customer service and sales performance targets.
• Provided support via telephone, email, and chat channels.
• Performed administrative and data-capturing duties.
• Ensured compliance with company policies and quality standards.
• Consistently achieved customer service and sales targets.
• Maintained high customer satisfaction ratings.
• Demonstrated strong communication, customer service, and problem-solving skills.

Bachelor of Laws - LLB - University of South Africa