BONTLEFELA SEGALE
Client Service Consultant
Krugersdorp,GP
Summary
Dedicated Administrator with over 9 years of experience in client service and administrative support across diverse environments. Proficient in handling client interactions, resolving queries, and managing documentation, with a proven track record of maintaining high standards in service delivery. Successfully trained teams and efficiently managed communication to achieve targets. Eager to leverage strong organisational skills and client relationship management at a dynamic organisation.
Overview
18
18
years of professional experience
4
4
Languages
Work History
Administrator
South African Post Office (SAPO)
09.2013 - 11.2022
- Processed SASSA payments efficiently to ensure timely support for clients.
- Managed client queues during peak hours to facilitate a smooth office experience.
- Delivered mail to handlers at their designated posts each morning, maintaining a timely distribution schedule.
- Executed lottery processing with precision to enhance operational efficiency.
- Provided administrative support across front and back office operations, ensuring seamless workflow.
- Verified and validated client identities when collecting medication, safeguarding against discrepancies.
- Scanned client documentation for accurate record-keeping and retrieval.
- Monitored medication stock upon arrival, ensuring adherence to inventory protocols.
- Recorded depreciation and coordinated all operational accounting functions through the SAP system, optimising financial processes.
- Conducted account reconciliations, prepared and captured journal entries, and addressed financial discrepancies.
- Sorted various mail articles, including ordinary, registered, and parcel mail, to streamline dispatch operations.
- Compiled and prepared dispatches for all categories of mail articles, ensuring organised delivery sequences.
- Facilitated the movement and management of rolcontainers and trolleys between work areas for operational efficiency.
- Scanned specific mail articles to their destinations, improving tracking and delivery accuracy.
- Executed all job-specific functions such as balancing private bags and sorting control, ensuring compliance with regulations.
- Manned CFC, video, and coding machines as needed, contributing to the operational capability in processing.
- Performed additional duties related to mail processing as required, demonstrating flexibility in responsibilities.
Customer Experience Officer
First National Bank
Johannesburg, South Africa
09.2010 - 08.2013
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Identified upselling opportunities to increase revenue generation.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Sought ways to improve processes and services provided.
- Spearheaded campaigns aimed at increasing brand loyalty among existing customers through targeted promotions and personalized offers.
- Initiated process improvements that enhanced operational efficiency without compromising on service quality standards or staff morale.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Admin Support
Discovery Health Medical Aid
04.2005 - 08.2010
- Captured and validated member details from application forms, consistently meeting daily targets for telephone calls and administrative tasks.
- Engaged with clients and HR managers via telephonic communication to clarify missing information on applications, fostering effective relationships.
- Collaborated with internal and external clients, ensuring accurate processing of information and requests.
- Interacted with brokers and employers to streamline membership processes and resolve inquiries.
- Composed and dispatched professional emails to clients and brokers for documentation and record-keeping purposes.
- Administered and resolved all urgent queries, ensuring prompt client support.
- Processed confirmation withdrawals for members or dependents transitioning between memberships, maintaining accurate records.
- Utilised Exception and Paradigm Systems competently to enhance operational workflows.
- Registered and indexed claims effectively to ensure swift processing.
- Achieved daily targets in claims assessing, reinforcing operational productivity.
- Conducted quality checks on documentation, ensuring compliance with standards.
- Trained 8 individuals for a month, enhancing team capabilities and performance.
- Updated provider information regularly to ensure current and accurate records.
- Managed and resolved urgent queries efficiently, reinforcing client satisfaction.
- Performed re-pricing for providers on various systems, including PHCS website, ONENET, and PPI.
Skills
Microsoft office
Word
Excel
Outlook
Access
PowerPoint
Internet Surfing
Communication
Interpersonal
Innovative
Analytical
Problem solving
Presentation
Report Writing
Planning
Organizing skills
References
- Malandela, Radebe, Manager, 011495-0680, 0839634383, SAPO, SAPO, Worked under my supervision, providing insights into operational efficiencies and team collaboration.
- Mpho, Madisha, Team Leader, +27 834136184, SAPO, SAPO, Collaborated closely on various projects, orchestrating team efforts to meet departmental objectives.
- Modiegi Photo, Team Leader, +27 84 300 4969, First Nation Bank.
- Veronica, Bezuidenhout, Team Leader, 011529-4062, +27 826061106, Discovery Health, Discovery Health, Partnered on multiple initiatives, demonstrating a strong working relationship and effective communication.
Education
High School Diploma - Commerce
Hillcross Business College
South Africa Johannesburg National Diploma - Accounting And Finance
ICB INSTITUTION OF CHARTERED ACCOUNTANTS
South Africa Johannesburg