Doris Chakela
Relationship Executive
Centurion
Summary
Motivated individual with experience in customer service. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
25
25
years of professional experience
22
22
years of post-secondary education
Work History
Relationship Executive
Momentum Employee Services
Sandton
04.2019 - Current
- Manage and service corporate clients and brokers
- ·Build and maintain relationships with clients to ensure retention and growth
- ·Cross selling of other products (Gap, Employee Assistance Programme, Rewards Programme
- ·Provide training to HR/Payroll on membership maintenance system, processes and procedures
- ·On-board new clients, conduct induction training, helpdesk and member education sessions
- ·Collaborate with other business units for growth opportunities
- ·Conduct product and accreditation training to brokers
- ·Provide support to brokers and assist with new business presentations
- ·Plan, organise and execute clients Wellness days
- ·Negotiate open window periods with scheme on behalf of clients
- ·Conduct year-end review presentations
- ·Present reports (‘benefit utilization, wellness day reports)
- Compile monthly activity report
- Investigated and resolved customer complaints to foster satisfaction
- Updated and maintained information of existing on Oracle
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
- Created and maintained databases to track customer discussions and preferences for accurate, updated records
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products
Senior Healthcare Consultant
Momentum Consultants & Actuaries
Sandton
06.2017 - 03.2019
- · Manage and service corporate clients with principal member of over 5000
- · Build and maintain relationships with clients to ensure retention and growth
- · Provide support and guidance to healthcare consultants in team where required
- · On-board new clients, conduct induction training, helpdesk and member education sessions
- · Identify new business opportunities within existing client portfolios
- · Cross sell other products (GAP cover, Primary Healthcare Insurance, Loyalty program, etc.)
- · Provide input into client communication strategy/plans
- · Prepare reports and present to clients
- · Conduct year-end review presentations
- · Plan, organize and execute clients Wellness day
- · Attend to all administration, queries and escalations (new applications, membership maintenance)
- · Keep client informed on industry updates
- · Ensure that client’s health care arrangements remain appropriate competitive, cost effective
- · Negotiate open window periods with schemes and other vendors on behalf of clients
- · Compile HR packs and induction packs
- · Create and customize presentations for clients specific needs
- · Provide support and assistance to Principal Consultant with preparation of quotations/proposals and tender documents for existing or new prospective clients
- Developed and maintained electronic record management systems to analyze and process data
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care
Regional Healthcare Manager
NUMSA Financial Services
Sandton
03.2016 - 06.2017
- · Manage team of 7 healthcare consultants
- · Oversee all servicing aspects of portfolio of clients allocated to each consultant
- · Ensure that consultants take full ownership of their client portfolios
- · Responsible to organize and co-ordinate required training for team
- · Ensure that all regulations and rules are adhered to in terms of compliance
- · Conduct monthly team meetings, to discuss operational issues, servicing of clients, etc.
- · Ensure that onsite visits per client take place
- · Ensure that monthly meetings take place with Union, HR team to discuss service delivery
- · Attend to member escalations, complaints and queries
- · Monitor consultant’s monthly activity reports
- · Ensure that queries are logged correctly, resolved and feedback provided to relevant parties
- · Identify key areas of concern with regards to affordability/Medical Scheme benefits on member level
- · Compiling reports and present to Union and/or client’s management team
- · Planning and implementing Health/Wellness Days
- · Keeping written records of all client interaction
- · Establish and maintain strong relationship with client, Union and relevant scheme/s
- · Compilation and distribution of member/client communication
- · Conduct induction training, member education sessions
- · Conduct year end training presentations and one-on-one sessions
Senior Member Consultant
NUMSA Financial Services
Sandton
11.2014 - 02.2016
- Manage and service Numsa members within assigned portfolio of clients
- Face to face query resolution with members, HR/Payroll
- Ensure that monthly meetings take place between Union, HR team to discuss service delivery
- Identify key areas of concern with regards to affordability/ Medical Scheme benefits on member level
- Compiling reports and present to Union and management team (service delivery and implementation report, medical scheme utilisation report, medical scheme review and other reports as per client’s request)
- Planning and implementing Health/Wellness Days
- Ensure that all queries raised by members and HR/Payroll are resolved
- Keeping written records of all client interaction
- Monitoring and follow through outstanding member applications
- Ongoing member contact and interaction with Union
- Establish and maintain strong relationship with client, Union and relevant scheme/s
- Compilation and distribution of member/client communication
- Facilitate induction training for client’s new employees
- Conduct member education sessions monthly
- Conduct year end training presentations and one-on-one session.
Senior Consultant
NMG Consultants and Actuaries
Randburg
06.2011 - 10.2014
- Manage portfolio of clients of over 3000 principal members
- Compiling strategic reports and presenting to client’s management team (service strategy and implementation report, medical scheme utilisation report, scheme review report and other reports as per client’s request)
- Compile gap cover quotations/proposal as per client’s request (Insurance product)
- Provide information and advice on different types of gap cover products to members
- Ensure that Service Level Agreements are in place with clients and that these are renewed as required
- Ensure that CRM visits per client take place within portfolio
- Provide client with personalised executive assistance programme
- Build relationships with executives, senior management and HR/payroll
- Conduct induction training for client’s new employees
- Conduct HR training on processes and procedures
- Provide on-site member assist as and when required
- Attend to member queries via email and telephonic
- Constant follow up and feedback to relevant parties
- Consult on health care issues relevant to client, such as wellness, subsidies, scheme reviews
- Planning and implementing Health/Wellness Days
- Conduct year-end medical aid training presentations and one-on-one sessions
- Facilitate relationship between client and respective medical scheme/s.
- Developed custom solutions based upon clients' strict requirements
- Identified key areas in need of improvement and implemented plans to rectify issues
- Evaluated clients' needs and created plan of action to provide solutions
Member Specialist
NMG Consultants and Actuaries
Randburg
05.2009 - 06.2011
- Servicing portfolio of clients with over 5000 principal members
- Consulting to executive management within client base
- Handle client billing queries and reconciliation
- Member plan advice, telephonically and face to face
- Keeping written records of all client communication and interaction
- Member education and training
- Planning and scheduling of medical aid scheme training
- Facilitate induction training for client’s new employees
- Conduct renewals training presentations and one-on-one sessions as required
- Building of relationships with HR/payroll
- Facilitate relationship between client and respective medical scheme/s
- Provide support to Consulting Manager
- Drafting of Newsletters.
- Maintained and managed customer files and databases
- Responded to customer calls and emails to answer questions about products and services
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Administration Consultant
NMG Consultants and Actuaries
Randburg
03.2008 - 04.2009
- Identification of ICU clients – Elevating to Consulting Manager and Principal Consultant
- Telephonic member plan advice on different medical schemes
- Deal with medical aid queries received via email, fax or telephonic
- Liaise with HR/payroll and attend to their medical scheme queries
- New business screening of applications, tracking status and ensuring activation
- Constant follow up and provide feedback to relevant parties
- Building of relationships with HR/payroll
- Management of client expectations
- Attend client meetings as needed
- Conduct one on one sessions as required
- Provide administrative support to principal consultant and/or senior consultant
- Distribution of membership packs and/or cards
- Detailed stats of all queries and reporting on it monthly.
- Excellent communication skills, both verbal and written
- Worked effectively in fast-paced environments
- Identified issues, analyzed information and provided solutions to problems
Health Assistant Business Consultant
Discovery Consulting Services
Midrand
06.2007 - 01.2008
- Liaising with brokers on daily basis
- Deal with new membership applications received
- Screening of these applications, tracking status and ensuring activation
- Attend to medical aid queries received via email, fax and telephonic
- Keeping brokers up to date with their queries
- Liaising with relevant departments at Discovery Head Office (new business, underwriting, client services and commission)
- Compile report on new business received and reporting on it monthly to Franchise Director
- Assist and support Business Consultants with administration duties
- Request and distribute membership packs.
Compliance Consultant
Proudly South African
Rosebank
03.2007 - 06.2007
- Member of compliance committee
- Coordinating weekly committee meetings
- Taking minutes at compliance meetings
- Ensure that minutes, stats and report on compliance are submitted to Manco weekly
- Monitor compliance with Proudly South African criteria and unauthorized use of log
- Ensure that all incoming correspondence is dated, scanned and filed in correct files
- Compile accurate and detailed case files, statistics and other relevant information regarding compliance issues/cases
- Liaison with all applicable regulatory bodies
- Conducting ongoing member renewal compliance checks
- Provide support to Compliance Manager.
Membership Consultant
Proudly South African
Rosebank
05.2004 - 02.2007
- Provide telephonic product information to clients
- Forwarding of membership information to potential clients as required
- Assist walk in clients
- Follow up on new sales leads received via events, exhibitions, workshops
- Retention of existing clients through periodic client visits and telephonic liaison (CRM)
- Overall administrative and data management
- Provide feedback to clients as to status of their membership application
- Provide detailed report on pending and active membership applications to Sub-Committee monthly
- Coordinating events, exhibitions & workshops
- Advise members on upcoming events/exhibitions and workshops
- Manning of exhibition stand
- Distribute customer satisfaction surveys at events/exhibitions and workshops
- Compile feedback received into report and submit to Marketing Manager.
Debit Order Administrator
Discovery Health
Sandton
02.2003 - 04.2004
- Dealing with all financial and non-financial changes
- Dealing with member queries and follow up
- Printing of monthly billing statements, tax certificates and membership certificates
- Drafting of apology letters to members
- Dealing with all escalated queries received from team Leader and/or departmental manager and provide query resolution
- Request and distribute membership packs.
Intermediary Call Centre Consultant
Discovery Health
Sandton
06.2002 - 01.2003
- Answering inbound calls, 80-120 calls per day
- Provide telephonic product information to brokers
- Dealing with multiple telephonic queries and provide query resolution
- Logging of all queries and routing to correct department
- Coordinating own and team’s administration
- Ensuring excellent quality of service to all brokers.
Client Services Call Centre Consultant
Discovery Health
Sandton
06.2001 - 05.2002
- Answering inbound call received, 80-120 calls per day
- Providing telephonic product information to members
- Dealing with multiple queries from members, providers and brokers
- Logging of all queries and routing to correct department
- Follow up and provide feedback to relevant parties
- Full administrative function.
Outbound Consultant
Discovery Health
Centurion
05.2000 - 06.2001
- Calling members and providers regarding medical accounts received by Discovery
- Ensuring that all documents received from client are legible
- Retrieving faxes from right fax
- Forwarding queries to team operation coordinator
- Keeping record of all clients contacted daily
- Follow up on queries received from team members
- Handle faxes received and distributed accordingly.
Receptionist
Discovery Health
Sandton
08.1999 - 04.2000
- Receiving calls and attend to visitors
- Booking of meeting rooms
- Dealing with courier services and deliveries
- Handle department’s correspondence and distribute accordingly
- Assisting clients face to face and telephonically where possible.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Maintained visitor log for entering and leaving facility for security purposes.
- Provided clerical support to company employees by copying, faxing, and filing documents
Office Administrator
Discovery Health
Sandton
12.1998 - 08.1999
- Handling of department’s correspondence and distribute accordingly
- Submitting cheque requisitions to finance department
- Collection of petty cash and cheques
- Assist with running of reception and manning thereof
- Writing letters to members confirming changes on their medical aid
- Phoning members and providers regarding medical claims queries.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities
Education
High School Diploma -
Mitzvah School
Morningside, South Africa 01.1997 - 12.2017
Some College (No Degree) - Diploma Basic Bookkeeping
Damelin Management School
Johannesburg, South Africa 03.1999 - 06.1999
Some College (No Degree) - Certificate in Practical Accounting
Damelin Management School
Johannesburg, South Africa 01.2003 - 06.2003
Some College (No Degree) - Project Management
Sowings Seeds
Johannesburg, South Africa 02.2019 - 07.2019
Skills
Customer Portfolio Management
Industry Accreditation
- Accredited with the Council for Medical Schemes BR27254 (2008)
- National Wealth Management qualification 120 credits (2012)
- RE5 (2012)
Personal Information
- Gender: Female
- Nationality: South African
Driver License
Yes
Timeline
Relationship Executive
Momentum Employee Services
04.2019 - Current
Some College (No Degree) - Project Management
Sowings Seeds
02.2019 - 07.2019
Senior Healthcare Consultant
Momentum Consultants & Actuaries
06.2017 - 03.2019
Regional Healthcare Manager
NUMSA Financial Services
03.2016 - 06.2017
Senior Member Consultant
NUMSA Financial Services
11.2014 - 02.2016
Senior Consultant
NMG Consultants and Actuaries
06.2011 - 10.2014
Member Specialist
NMG Consultants and Actuaries
05.2009 - 06.2011
Administration Consultant
NMG Consultants and Actuaries
03.2008 - 04.2009
Health Assistant Business Consultant
Discovery Consulting Services
06.2007 - 01.2008
Compliance Consultant
Proudly South African
03.2007 - 06.2007
Membership Consultant
Proudly South African
05.2004 - 02.2007
Debit Order Administrator
Discovery Health
02.2003 - 04.2004
Some College (No Degree) - Certificate in Practical Accounting
Damelin Management School
01.2003 - 06.2003
Intermediary Call Centre Consultant
Discovery Health
06.2002 - 01.2003
Client Services Call Centre Consultant
Discovery Health
06.2001 - 05.2002
Outbound Consultant
Discovery Health
05.2000 - 06.2001
Receptionist
Discovery Health
08.1999 - 04.2000
Some College (No Degree) - Diploma Basic Bookkeeping
Damelin Management School
03.1999 - 06.1999
Office Administrator
Discovery Health
12.1998 - 08.1999
High School Diploma -
Mitzvah School
01.1997 - 12.2017
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