Experience

MEDSCHEME HOLDINGS

• South Africa
• Financial Services
• 400 - 500 Employee

• Contact Center Manager

  • Jan 2018 - Present



Universal Health Care

• United States
• Insurance
• 100 - 200 Employee

• Data Analyst

  • Oct 2016 - Dec 2017

  I am responsible for drafting and providing accurate and relevant numerical information to Fund Management and to the GEMS business unit Operational Managers for functional reporting purposes. Furthermore I gather and clean numerical data by providing lists and summaries, charts, graphs and grouping numerical data. I am responsible for drafting and providing accurate and relevant numerical information to Fund Management and to the GEMS business unit Operational Managers for functional reporting purposes. Furthermore I gather and clean numerical data by providing lists and summaries, charts, graphs and grouping numerical data.



Metropolitan Health Group

• South Africa
• Health, Wellness & Fitness
• 700 & Above Employee

• Team Leader Client Liaison Officer

  • Jun 2013 - Sep 2016

  • Manage a team of CLO’s to ensure a smooth function of the business support Customer Experience Department by monitoring quality and quantity of work flow.• Developing and motivating a team of CLO’s with difficult complaints thus achieving the objectives of the department.• Analyse and report on trends relating to complaints, assist with Scheme escalated and Business Units enquiries to ensure timeous resolution.• Facilitating the implementation of new and enhanced processes.• Monthly SLA reports to be provided to the Customer Experience Manager for inclusion in the monthly SLA report submitted to the Scheme

• Team Leader Call Center

  • Aug 2010 - May 2013

  • Management of staff adherence, attendance and production• Client daily report• Keep accurate records of staff administration• Daily Quality Assessments of staff’s work• Monthly one-on-one / coaching sessions• Ensuring that customers receive service that exceeds their expectations• Conducting Interviews for new recruits• Performance Appraisals



Universal Healthcare Administrators

• Technical Fund Coordinator

  • Oct 2015 - 2016

  I coordinate monthly and quarterly reports and all other relevant documentation for circulation to the Scheme and data extracts in collation with other stakeholders. Furthermore I maintain accurate records of documents and processes by planning, prioritising and scheduling of all reports submission dates I coordinate monthly and quarterly reports and all other relevant documentation for circulation to the Scheme and data extracts in collation with other stakeholders. Furthermore I maintain accurate records of documents and processes by planning, prioritising and scheduling of all reports submission dates