Experience

10X Investments

• South Africa
• Financial Services
• 1 - 100 Employee

• Customer Experience Manager

  • May 2022 - Present

  Core overview:As a custodian of customer experience within 10X, I am responsible for implementing and monitoring quality standards for all customer contact points in our business.On a day-to-day basis, I am responsible for defining quality standards, measuring client engagement against these standards, and identifying training needs for employees who are falling outside of these standards to ensure each 10X client has a WOW experience.Furthermore, I am responsible for overseeing, analysing, and reporting on all complaints and compliments within the business. Where relevant, I will identify opportunities for operational improvements and action plans to reduce complaints of a similar nature in the future.Key Roles and Accountability Interpret and implement quality assurance standards Define and draft quality assurance policies and procedures Devise sampling procedures One to One CoachingDocument and report on internal audits Identify training needs Run retrospective sessions Investigate customer complaints and non-conformance issues Monitor risk management activities Show less

• Client Experience Supervisor

  • Jun 2018 - Apr 2022

  Core Overview: The Client Experience Supervisor is required to track, oversee, and optimise all client interactions. Manage the client "life cycle", which includes all the stages clients go through when interacting with 10X. The main priority is to foster customer loyalty through high-quality interactions at each step. The Client Experience Supervisor role is to focus on improving the client experience with 10X, with the purpose of forever improving client satisfaction. Key Roles & Accountabilities: Hire, train and retain strong client experience team. Manage team day- to – day, conduct weekly meetings & one on one’s Quality Assurance of calls and emails Train team on processes & soft skills Define and monitor key operational KPIs, including daily monitoring of client experience against timing standards and satisfaction. Identify and improve client experience process issues Optimise system and client experience processes Client champion within the business Plan and map out the product journey in conjunction with marketing and communication for all products Update of templatesCreation of incidents reportsManage complaints in the business and ensuring client issue is resolved as quickly as possible Collaborated with Sales Consultants and Marketing to analyse client feedback, as well as develop programs to improve client experience. Manage Unit Trust process Manage Risk exposure for Team and Business Show less



HealthBridge

• Business Development Specialist

  • Apr 2015 - Jul 2017

  Core Overview: Responsible for providing ultimate resolution of client queries, concerns, and complaints. Key Roles & Accountabilities: Recorded accurate and comprehensive information in 3C internal operating system. Identified and proposed solutions to processes within a practice. Built good relationships at all levels with external clients, partners, and internal departments, to ensure timeous resolutions to arising problems. Provided a technical support role to external and internal clients, training them on product and adoption of processes and products. Follows all queries through to ultimate resolution. Assisted with escalated QSI queries from Management. Conducted onsite visits to clients at their practices. Collaborated with Sales Consultants to grow region and maintain profitability. Ensured professional upselling to existing clients and created opportunities for new business. Show less



Discovery Limited

• South Africa
• Financial Services
• 700 & Above Employee

• Client Relationship Manager

  • Oct 2010 - Jul 2014

  Core Overview: Resolved queries and escalated complaints from intermediaries, employers, members, and health partners across written and verbal platforms.Key Roles & Accountabilities: Recorded accurate and comprehensive statistics on daily, weekly, and monthly basis to determine service failure trends and recurring problems.Identified and proposed solutions to process and service-related failures.Cultivated good relationships at all levels with external partners and internal departments, to ensure that timeous resolutions were found to arising problems.Provided support role to Relationship Manager, Corporate Account Managers and Walk-in Centre.Provided training on product and procedures to new inductees.Assisted Team Leader for Quality Assessments of Consultants.Dealt with queries from franchises, brokers, and clients.Followed through with all queries to resolution.Performed various administration functions, including policy changes to product, and updates on internal systems.Assisted with escalated queries from brokers and franchises.Monitored workflow of pools, according to Service Level Agreements.Identified and reported on service failures and errors on Call Centre while watching and maintaining service levels. Show less

• Health Partner Consultant

  • Jan 2009 - Sep 2010

  Core Overview: Provided support to Health Professionals and Administration staff in understanding claims process.Key Roles & Accountabilities: Demonstrated good understanding of South African Medical Council’s Rules and Acts as applicable.Opened inquiries for escalated claims queries, ensuring continual monitoring of status, and achieving resolution.Managed team’s inquiries and referred to correct division.Helped Health Professionals with benefits confirmation.Provided training on new processes and medical billing procedures to staff and Health Professionals.Assisted Health Professionals with wide range of queries, including claims, benefits, and payment arrangements.Supported implementation process of joining Discovery Health’s Payment Arrangements and change of procedures and processes. Show less