Ayanda Theko
Randburg
Summary
With over 17 years of diverse experience spanning Medical Insurance, Healthcare, Finance, Education, Fashion/Retail, and Technology industries, I offer a dynamic and results-oriented approach to client relationship management. My recent tenure as an English Teacher in Europe and South Africa has sharpened my exceptional communication skills and English language proficiency. I am adept at driving improvements, innovatively solving problems, and maintaining meticulous attention to detail. With a proactive demeanor and compassionate nature, I effectively navigate challenges while fostering robust client relationships. Eager to leverage my extensive industry knowledge and interpersonal acumen to contribute positively to your team's success.
Overview
16
16
years of professional experience
Work History
Liason Manager
Assist Services
11.2023 - 03.2024
- Emergency and Daily Issue Resolution: Effectively manage immediate concerns and day-to-day inquiries from districts, drivers, and families
- Customer Service Excellence: Provide outstanding service to districts, drivers, and parents/guardians .Responsibilities include answering queries, resolving concerns, and communicating updated estimated times of arrival for students.
- Driver Coordination and Rerouting: Proactively manage and resolve driver shortages due to last-minute call-offs by identifying and arranging substitute drivers within a 24-hour notice period, ensuring minimal disruption to scheduled routes.
- System Management and Data Entry: Responsible for the accurate entry of new driver details into the operational system, updating existing transportation requests, and handling additional data entry tasks.
- Ride Monitoring and Driver Liaison: Diligently monitor daily student transportation activities, maintaining direct communication with drivers to ensure that all students are transported safely and punctually to their educational institutions.
English Language Teacher (Native Teacher)
Oxford School & Oxford Centre & Online
01.2021 - 10.2023
- Curriculum Development: Design and develop engaging lesson plans and materials tailored to the needs and proficiency levels of English language learners.
- Classroom Instruction: Conduct interactive and dynamic English language classes, utilizing a variety of teaching methods and technologies to facilitate language acquisition, listening, speaking, reading, and writing skills.
- Language Proficiency Assessment: Assess students' language proficiency levels through formal and informal assessments, providing constructive feedback and tracking progress over time.
- Individualized Support: Provide individualized support and guidance to students, addressing their specific learning needs and challenges through differentiated instruction and supplementary resources.
- Cultural Integration: Foster cross-cultural understanding and appreciation by incorporating cultural elements and topics into lessons, promoting global awareness and intercultural competence among students.
- Classroom Management: Maintain a positive and inclusive learning environment, enforcing classroom rules and expectations while fostering mutual respect and cooperation among students.
- Teacher Collaboration: Collaborate with fellow teachers and school staff to share best practices, exchange resources, and coordinate curriculum alignment to ensure a cohesive and effective English language program.
- Professional Development: Stay informed about current trends and methodologies in English language teaching through ongoing professional development activities, workshops, conferences, and self-directed learning.
- Parent Communication: Communicate regularly with parents or guardians to provide updates on students' progress, discuss any concerns or areas for improvement, and solicit feedback on the English language learning experience.
Data Capturer and Administrator
Anova Health
06.2019 - 08.2020
- Data Management and Entry: Accurately capture information from HIV and TB patient files into the Tier.net system. This includes meticulous data entry that adheres to privacy and accuracy standards.
- File Management: Efficiently file and manage patient records, ensuring they are organized and easily accessible.
- Medical Coding Proficiency: Possess a solid understanding of ICD-10 codes, crucial for accurate medical billing and record keeping.
- Understanding of Local Healthcare System: Have a foundational knowledge of the South African medical system, with particular expertise in HIV and TB management, as well as the ART (Antiretroviral Therapy) medications.
- System Knowledge: Exhibit thorough knowledge of healthcare IT systems including Tier.Net, DHIS (District Health Information System), and familiarity with the services offered across all facilities in Region G of Johannesburg, as well as a basic understanding of facilities in other regions.
- Laboratory Processing: Skilled in scanning and interpreting blood tests, knowledgeable about pathology, and adept at reconciling blood results to ensure accurate records.
- Office Organization: Maintain a well-organized office environment, proficient in retrieving and managing patient files and other pertinent documents.
Visual Merchandiser
H&M (Hennes & Mauritz)
07.2017 - 02.2019
- Visual Merchandising Execution: Implement and uphold the visual presentation of the store according to Departmental and Seasonal guidelines. Ensure all brand or seasonal campaigns are executed effectively and maintained consistently.
- Campaign Management: Coordinate the availability of campaign or trend materials in the store, ensuring readiness for each promotional period.
- Cross-Department Collaboration: Work closely with Merchandisers from each department to optimize product displays and liaise with the Material department to secure necessary materials and equipment.
- Product Expertise and Market Awareness: Maintain comprehensive product knowledge and stay abreast of overall fashion trends and specific trends within the H&M brand. Creatively dress mannequins and ensure garment presentations are organized to facilitate easy shopping.
- Pricing and Product Concepts: Be knowledgeable about product pricing and the specific concepts under which products are categorized within the store.
- Team Support and Development: Embody and promote H&M values, providing support and guidance to new staff and helping to develop skills in potential Visual Merchandisers.
- Efficiency and Creativity: Demonstrate excellent time management skills and the ability to work effectively under pressure. Utilize creativity and innovation to enhance store commerciality and visual appeal.
- Customer Service and Sales Support: Assist on the sales floor as needed, always providing excellent customer service and maintaining a positive shopping environment for customers.
Client Relationship Manager – Health Touch department
Discovery Health
10.2015 - 06.2017
- Complex Medical Case Management: Provide comprehensive support for members with complex or traumatic medical cases, addressing their inquiries and ensuring their needs are met with sensitivity and efficiency.
- End-of-Life Administration: Facilitate seamless administration for members approaching the end of life, including deactivating memberships or processing transfers as necessary, while prioritizing compassionate and respectful communication.
- Collaborative Case Analysis: Participate in meetings with healthcare professionals to analyze complex cases and explore how Health Touch interventions can improve the quality of life for members facing medical challenges.
- Outbound Communication: Proactively engage in outbound calls to medical practices regarding claims or authorizations, fostering strong relationships and ensuring timely processing of medical requests.
- Cross-Departmental Liaison: Collaborate with various internal departments to facilitate authorizations, medication requests, or funding applications, ensuring a coordinated approach to member care.
- Medical Coding and Medication Expertise: Demonstrate proficiency in ICD-10 codes and medication terminology, enabling accurate communication and support for members and healthcare providers alike.
Health Professional Specialist
Discovery Health
05.2014 - 09.2015
- Provider Communication: Efficiently handle incoming calls from medical practitioners and bureaus affiliated with Discovery Health, ensuring prompt and courteous service.
- Claims Support: Assist with inquiries related to claims, including issues with incorrect payments, misinformation, or requests for medical exception reviews.
- Benefit Verification: Provide accurate confirmations of benefits for all Discovery Health plans and in-house schemes, ensuring healthcare providers have the necessary information for patient care.
- Scheme Expertise: Demonstrate thorough knowledge of Discovery Health medical schemes, and efficiently direct calls to the appropriate departments for further assistance.
- Medical Coding Knowledge: Possess a solid understanding of ICD-10 codes and medication, enabling effective support and communication with healthcare providers.
- Healthcare System Understanding: Maintain a basic knowledge of the South African medical system and clearly articulate Discovery Health’s role within it to medical practitioners and other stakeholders.
Client Services Consultant
Discovery Health
07.2012 - 04.2014
- Member Support: Efficiently handle incoming calls from members with Discovery Health medical aid, addressing inquiries regarding membership details, claims, and plan benefits.
- Financial Transactions: Assist members with the confirmation and modification of debit order arrangements and bank details as necessary, ensuring accuracy and security in financial dealings.
- Information Provision: Clearly communicate processes, procedures, and any financial obligations owed by or to members, providing thorough and precise information.
- Broker and Group Support: Support brokers and corporate groups by providing detailed information about Discovery Health plan types, benefits, costs, and contributions on behalf of members or employer groups.
- Claims Assistance: Address claims-related queries, log inquiries for further review or rework, and ensure proper follow-up for resolution.
- Outbound Communication: Proactively make outbound calls to provide members with updates and feedback on their inquiries, enhancing member satisfaction and engagement.
- Expertise in Health Plans: Maintain a comprehensive knowledge of all Discovery Health medical schemes, adeptly transferring calls to the appropriate departments as required.
- Understanding of Healthcare System: Possess a fundamental understanding of the South African medical system and articulate Discovery Health’s role within this framework to members and stakeholders.
Visual Merchandiser
ZARA retail store
10.2011 - 06.2012
- Customer Engagement: Welcome and greet customers as they enter the store, providing assistance with product sizes and selections as needed.
- Product Expertise: Maintain thorough knowledge of products, including pricing and departmental categorization, ensuring you can effectively answer customer queries and make recommendations.
- Visual Merchandising: Dress mannequins according to current fashion trends and the ZARA brand style, ensuring displays are attractive and representative of the latest trends.
- Store Maintenance: Keep the store and stock room tidy and well-organized, understanding the layout extensively to manage merchandise efficiently.
- Stock Management: Oversee the ordering, unpacking, and organizing of new stock promptly, maintaining an accurate inventory during regular operations and sales periods.
- Trend Awareness: Stay updated with general fashion trends and specific trends within the ZARA brand to ensure the store's offerings are current and appealing.
- Team Collaboration and Training: Assist new staff members, providing guidance and training to enhance their skills. Collaborate with the Window Dresser and international Merchandising teams to adjust the store layout according to new collections.
- Operational Efficiency: Exhibit strong time management skills and the ability to work effectively under pressure. Be prepared for travel to assist with new store openings, demonstrating flexibility and adaptability.
- Leadership and Development: Act as both a quick learner and an effective teacher, capable of training others efficiently while upholding the store’s values and ethical standards.
- Fashion Passion: Consistently demonstrate a keen eye for fashion and a genuine passion for the industry, enriching customer interactions and enhancing the shopping experience.
Technical Support Advisor- 1st line (inbound & outbound)
The Car phone Warehouse - Dimension Data (Call centre)
08.2009 - 11.2011
- Prompt Response and Call Handling: Efficiently answer incoming calls from the UK regarding customer ADSL and broadband connections, ensuring minimal wait times for callers.
- Security and Privacy Compliance: Conduct thorough security verifications for each caller to ensure the integrity and privacy of account information before accessing customer accounts.
- Customer Inquiry and Issue Resolution: Quickly assess and understand the nature of the customer's query or complaint. Provide effective assistance by guiding customers through diagnostic procedures to identify and resolve technical issues.
- Professional Communication Skills: Maintain excellent telephone etiquette and demonstrate a high level of proficiency in English and technical knowledge to deliver clear and helpful customer support consistently.
Service Consultant (Inbound & Outbound)
Gauteng Provincial Government (Call Centre)
09.2007 - 01.2009
- Customer Support: Provide prompt and courteous assistance to customers via incoming calls, addressing inquiries related to learners and drivers license test dates.
- Test Date Information: Offer accurate and up-to-date information regarding test dates for learners and drivers licenses, ensuring clarity and precision in all interactions.
- Government Department Guidance: Furnish customers with information about relevant Government departments and their roles in the licensing process, guiding them through the necessary procedures and requirements.
- Query Logging: Accurately log customer queries and interactions on the e-Natis system, maintaining thorough records for reference and follow-up.
- Follow-up Communication: Proactively contact customers regarding their test dates or car registration details, ensuring they are informed and prepared for upcoming appointments or requirements.
Education
Certificate - English
TEFL
Johannesburg11.2020
Bachelor of Arts in Fashion Design -
LISOF
Johannesburg, GP01.2011
High School Diploma -
The National School of The Arts
Johannesburg01.2006
Skills
- Needs Assessment
- Excellent Communication
- Solutions Development
- Stakeholder Management
- Team Development
- Reliability
- Interpersonal Communication
- Complex problems analysis
- Technical knowledge
Accomplishments
- Certificate: Au-pair training course-EurAupair-2004
- Certificate: Childcare and charity work-Kids Week-2005
- Certificate: Call Centre training-Merchants-2009
- Certificate: Retail Sales Skills- Hewlett Packard-2010
- Certificate: Retail Sales Skills - Expert Level – Hewlett Packard– 2011
- Certificate: Sales Excellence – Virgin Active Sales Academy – 2013
- Certificate: TEFL - Advanced 160 Hours – Fullcircle - 2020
- Certificate: Certificate in speaking English (YL Teaching Practice) – English Wizards - 2021
Languages
English
Physical Address
112 Baliza Estate, Sharonlea, Randburg, 2194
Educational Achievements
- Certificate: Microsoft word-2002
- Gold certificate: Little Shop of Horrors (Musical)-2005
- Merit Scroll: Drama-2005
- Platinum certificate: Grease (Musical)-2006
- Trophy: Best Comic Actress-2006
- Highest Honors (full colors blazer): Drama-2006
References
- English Wizards – Agency in Poland, +48 500 521 324
- Sister Dikeledi Rakolle – Facility Manager and Head Nurse (Ennerdale Cliniic), +27 67 787 7160
- Luvuyo Maloka –ZARA Department Manager, +27 76 160 2800
Timeline
Liason Manager
Assist Services
11.2023 - 03.2024
English Language Teacher (Native Teacher)
Oxford School & Oxford Centre & Online
01.2021 - 10.2023
Data Capturer and Administrator
Anova Health
06.2019 - 08.2020
Visual Merchandiser
H&M (Hennes & Mauritz)
07.2017 - 02.2019
Client Relationship Manager – Health Touch department
Discovery Health
10.2015 - 06.2017
Health Professional Specialist
Discovery Health
05.2014 - 09.2015
Client Services Consultant
Discovery Health
07.2012 - 04.2014
Visual Merchandiser
ZARA retail store
10.2011 - 06.2012
Technical Support Advisor- 1st line (inbound & outbound)
The Car phone Warehouse - Dimension Data (Call centre)
08.2009 - 11.2011
Service Consultant (Inbound & Outbound)
Gauteng Provincial Government (Call Centre)
09.2007 - 01.2009
Certificate - English
TEFL
Bachelor of Arts in Fashion Design -
LISOF
High School Diploma -
The National School of The Arts
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