Aphiwe Ngcobo
CLIENT SUCCESS MANAGER
Johannesburg
Summary
Developed expertise in client relationship management and strategic problem-solving within fast-paced corporate environment. Adept at analyzing client needs and implementing solutions to enhance client satisfaction and retention. Seeking to transition into new field, leveraging strong interpersonal skills and solutions-oriented mindset.
Overview
8
8
years of professional experience
Work History
Client Success Manager
Company Wellness Solution
Johannesburg, South Africa
01.2024 - Current
- Responsible for establishing clear client retention goals
- Process milestones for the clients and employees to work toward
- Assist clients with setting up and navigating Employee Health & Wellness Programs
- Responsible for promoting the value of the EAP & EWP product
- Upsell services and products with brand image
- Monitor onboarding process of new clients
- Promote value through client experiences
- Responsible for creating EAP and Wellness days for clients
- Review client complaints and concerns and seek to improve customer experience
- Liaise with clients, written and verbal communication
- Conduct presentations to clients
- Responsible for maintaining all relationships, including clients and their stakeholders
- Work closely with internal teams to plan Wellness days/activities and service as a point of contact
- Manage client expectations and solve problems
- Build and maintain effective relationships with internal and external clients
- Take ownership of allocated clients and ensure quarterly meetings are arranged
- Assist in installation of new business ensuring efficiency and that everything is processed within agreed timelines
- Ensure implementation, tracking and measurement of all client deliverables in line with the SLA
- Analyzed client data reports to ascertain renewal risk while assessing account trends.
Wellness Administrator
Workforce Healthcare
Johannesburg, South Africa
01.2022 - 03.2023
- Created and administered a Health and Wellness strategy for clients and stakeholders
- Designed, deployed and managed health and wellness programs for client's desired needs
- Coordinated with leadership to designing health and wellness goals, as well as developing programs to address issues of health and wellness
- Partnered with the Marketing department to conduct and design World Aids Day posters and presentations for the company and its clients
- Responsible for accurately registering all wellness days and summaries
- Responsible for compiling statistical reports based on Wellness Day data
- Managed events and project administration
- Maintained communication and managed administration for Executive Medical Assessments for clients
- Responsible for managing Medical Assessment programs that included: Health Screenings & Charitable Events
- Analyzed disease management programs, health claims and data to design wellness initiatives/programs to address the needs of the clients and the organization
- Managed all Client Service bookings of affiliates and did follow-ups
- Led health and wellness task force which identified and optimized major improvement opportunities that achieved document improvements in programs and employee health
- Partnered across departments and functions to create wellness programs that promoted health, enhanced employee relations, produced substantial reduction in health risk and healthcare expenses
- Responsible for handling Medical Aid claims processing from acquiring personal information from clinics
- Assisted with ensuring account reconciliation with management and clients
Wellness Administrator Intern
Workforce Healthcare
Johannesburg, South Africa
01.2021 - 01.2022
- Responsible for capturing data from Wellness days conducted with clients
- Supported in keeping track of all Wellness Day stock to ensure it reaches its destination on time
- Supported in tracking the timeous return of Wellness Day stock and documentation
- Assisted with created programs, conducting research, and providing guidance to clients
- Built meaningful relationships with clients and witnessed their progress
- Supported the overall direction and development of the Health and Wellness programs for clients and employees
- Assisted with health promotion activities including presentations and workshops on a variety of health and wellness topics including mental health, time and stress management
- Educated clients and employees on their wellness options and possible journeys
- Maintained communication with stakeholders, managers and clients
Tender Administrator
Lwandle Africa Group
Johannesburg, South Africa
01.2017 - 01.2021
- Assisted with the preparation of tender documents
- Assisted with the submissions, commissioning and certifying of relevant tender documents
- Maintained an electronic database of completed and submitted tender documents
- Ensured that all tender and procurement processes adhere to company policies and relevant regulations
- Managed successful tender and proposal processes from inception to conclusion
- Demonstrated proficiency in the relevant Microsoft Office Suite
- Maintained good relationships with stakeholders and an energetic approach to work
- Scouted for tenders on various platforms including the ETenders portal
- Negotiated and liaised with management to ensure that the right relationships are built across the business
Education
Bachelor of Arts - Psychology
University of Johannesburg
Johannesburg, South Africa TEFL Certificate - Teaching
Global Language Training Limited
Johannesburg, South Africa NEDLAC & NIOH COVID-19 Legacy Program - Occupational Health And Safety
National Institute For Occupational Health (NIOH)
Johannesburg, South Africa Certificate of Recognition - undefined
Company Wellness Solutions
Skills
- Strong verbal and written communication skills
- Planning & Organizing
- Leadership Abilities
- New Employee Training
- Problem Solving
- Reasoning
- Creativity
- Teamwork
- Team Management
- Data Analysis
- Document Management
- Document Preparation
- Administrative Capabilities
- Task Driven
- Ability to handle sensitive & confidential information
- Knowledge of data protection regulations and privacy
- Inbound calling
- Outbound calling
- Cold-calling experience
- Persuading skills
- Building Partnerships
- Initiating Action
- Client relationship management
- Business operations
- Client engagement
- Data analytics
- Report generation
References
1.Palesa Nooy - Manager
Company Wellness Solutions
Contact: 071 994-5239
2.Winnie Ngobeni
Company Wellness Solutions
Contact: 063 087-7412
3.Nevania Naaido
Workforce Healthcare
Contact: 073 423-0196
4.Siyanda Mbhense - Office Manager
Workforce Healthcare
Contact: 073 019-9384
Timeline
Client Success Manager
Company Wellness Solution
01.2024 - Current
Wellness Administrator
Workforce Healthcare
01.2022 - 03.2023
Wellness Administrator Intern
Workforce Healthcare
01.2021 - 01.2022
Tender Administrator
Lwandle Africa Group
01.2017 - 01.2021
Certificate of Recognition - undefined
Company Wellness Solutions
Bachelor of Arts - Psychology
University of Johannesburg
TEFL Certificate - Teaching
Global Language Training Limited
NEDLAC & NIOH COVID-19 Legacy Program - Occupational Health And Safety
National Institute For Occupational Health (NIOH)