Gabisile Mkhize
Bonitas Key Accounts Consultant
Durban
Summary
Proven achiever with a solid background at Medscheme, adept in relationship management and data-driven decision-making. Excelled in enhancing customer experience and operational efficiency, achieving a significant reduction in turnaround times. Skilled in teamwork and problem-solving, consistently delivering results through effective collaboration and strategic insights.
Overview
23
23
years of professional experience
Work History
Key Account Officer
Medscheme
11.2018 - Current
- Identified growth opportunities for existing accounts through thorough visibility and client analysis.
- Implemented account management best practices, improving overall efficiency and effectiveness in handling key accounts.
- Cultivated productive partnerships within various departments such as sales, membership, claims and retentions that led towards better coordination when handling key accounts.
- Streamlined internal processes related to key accounts, reducing turnaround times to 24hrs and enhancing customer experience.
- Collaborated with cross-functional teams to address and resolve customer issues promptly.
- Clearly communicated product benefits while promoting relevant upsells or add-on services that enhanced client value propositions during inductions and year-end presentations.
- Coordinated marketing efforts targeting key accounts, driving brand awareness and revenue growth by ensuring visibility during, wellness days, sports events as well as onsite visits.
- Created comprehensive reports detailing important red flags and root cause analysis which provided valuable insights for future business strategies.
Broker Support Agent
Afrocentric Distribution Services
09.2013 - 10.2018
- Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
- Conducted regular reviews of client accounts to identify areas for improvement.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.
- Developed a reputation for integrity and ethical conduct within the brokerage community, leading to increased trust from clients and colleagues alike.
- Responded via telephone and email to questions regarding licensing, website logins and website navigation.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Call Agent
Medscheme Provider Call Centre
02.2001 - 08.2013
- Built strong customer relationships with empathetic communication and active listening skills.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Supported customers by managing 90 calls per day efficiently while maintaining professionalism and upbeat tone.
Education
Matric -
Ogwini Comprehensive Technical High School
Umlazi, South Africa 04.2001 -
No Degree - BCom
UNISA
Durban, South Africa 04.2001 -
No Degree - Customer Service Certificate
Damelin
Durban, South Africa 04.2001 -
No Degree - RE5
Moonstone
Durban, South Africa 04.2001 -
Skills
Relationship Management
Timeline
Key Account Officer
Medscheme
11.2018 - Current
Broker Support Agent
Afrocentric Distribution Services
09.2013 - 10.2018
Matric -
Ogwini Comprehensive Technical High School
04.2001 -
No Degree - BCom
UNISA
04.2001 -
No Degree - Customer Service Certificate
Damelin
04.2001 -
No Degree - RE5
Moonstone
04.2001 -
Call Agent
Medscheme Provider Call Centre
02.2001 - 08.2013
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