Donald Mabilu
CRM Specialist
Ivory Park
Summary
Experienced QA Consultant with over 5 years in customer service and quality assurance within the healthcare sector. Proven track record of enhancing service delivery, ensuring compliance with regulations, and driving customer satisfaction. Adept at leading teams, identifying training needs, and implementing process improvements. Highly skilled in CRM systems, quality monitoring, and stakeholder relationship management. Seeking opportunities to leverage my skills in delivering world-class service and fostering operational excellence.
Overview
8
8
years of professional experience
2014
2014
years of post-secondary education
6
6
Certifications
Work History
Digital Consultant
Healthbridge
05.2025 - Current
- Assist clients with migration through digital chat support, providing guidance and resolving inquiries.
- Build strong client relationships through continuous consultation and high-value interactions.
- Manage and respond to inquiries via digital chat and messaging platforms.
- Document client interactions, issues, and resolutions in the CRM system.
- Troubleshoot and escalate complex issues when necessary for efficient resolution.
- Collaborate with internal teams to ensure a seamless client experience.
- Maintain professionalism and meet performance targets, including response time and customer satisfaction.
Quality Assurance (QA) Consultant
Universal Healthcare
10.2022 - 12.2024
- Conduct quality assurance evaluations across call centers and correspondence.
- Coordinate calibration sessions and provide mitigation strategies.
- Deliver formal and informal feedback to teams.
- Identify training needs and facilitate knowledge transfer.
- Drive positive customer experiences and ensure compliance with financial regulations.
2IC (Second in Charge) Escalation and Retentions Consultant
Universal Healthcare
03.2021 - 09.2022
- Managed daily team activities to meet SLA requirements.
- Provided coaching and guidance to team members.
- Assisted with specialist authorizations and claims queries.
- Supported the team leader in resolving escalated cases.
Correspondence Consultant
Universal Healthcare
01.2020 - 02.2021
- Logged and resolved queries within stipulated SLAs.
- Coordinated with internal departments to ensure issue resolution.
- Maintained accurate records in CRM and assisted in special projects.
- Streamlined communication processes for clients, enabling more effective collaboration and decision-making.
- Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
Client Services Agent
Universal Healthcare
03.2018 - 12.2018
- Addressed telephonic queries from members, brokers, and suppliers.
- Resolved complex cases and ensured customer satisfaction.
- Provided regular updates to clients on query statuses.
Outbound Call Centre Agent
Universal Healthcare
02.2017 - 02.2018
- Contacted members regarding chronic medication renewals and deliveries.
- Updated member information and ensured timely medication access.
- Conducted follow-up calls to gauge customer satisfaction levels and identify opportunities for upselling or cross-selling services.
- Implemented feedback from supervisors to continually improve call quality and overall performance.
- Streamlined internal processes by providing feedback on potential improvements in call scripts, training materials, or technical tools.
Education
NQF Level 04 - Information Technology and Computer Science
Mopani FET College
Grade 12 - English, Sepedi, Mathematics, Geography, Life Science, Physical Science, Life Orientation
Makgwatleng High School
Skills
Quality Assurance Evaluation
CRM Systems
K2 Workflow Systems
Microsoft Office Suite
Coaching and Mentorship
Contact Center Operations
Customer Escalation Management
Relationship Building
Report Writing and Analysis
SQL Essentia Training Certificate
CompTIA Cloud Computing Certificate
Cyber Kill Chain Certificate
Cyber Security Foundation Certificate
Leadership and Team Management
Real-Time Staff Activity Management
SLA Monitoring and Compliance
Communication and Interpersonal Skills
Claims and Membership Resolution
Training and Knowledge Transfer
Certification
MCP, MCSA, MDP, and MCSE Private Cloud Certificate, 2016
Personal Information
License: Code 08
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge.
Timeline
Digital Consultant
Healthbridge
05.2025 - Current
Quality Assurance (QA) Consultant
Universal Healthcare
10.2022 - 12.2024
2IC (Second in Charge) Escalation and Retentions Consultant
Universal Healthcare
03.2021 - 09.2022
Correspondence Consultant
Universal Healthcare
01.2020 - 02.2021
Client Services Agent
Universal Healthcare
03.2018 - 12.2018
Outbound Call Centre Agent
Universal Healthcare
02.2017 - 02.2018
Grade 12 - English, Sepedi, Mathematics, Geography, Life Science, Physical Science, Life Orientation
Makgwatleng High School
NQF Level 04 - Information Technology and Computer Science
Mopani FET College