Gugulethu Dabula
Client Services Representative
Midrand,Johannesburg
Summary
Dynamic and energetic Client Services Agent at Universal Healthcare Services with proven expertise in client relationship building and problem resolution. Enhanced customer satisfaction through effective communication and timely issue resolution. Skilled in CRM systems and mentoring new hires through buddying on TEAMS.
I have strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments (Moved to Compcare from Tigerbrands). Eager to contribute to team success and further develop professional skills through coaching. Bringing a positive attitude and commitment to continuous learning and growth.
Overview
15
15
years of professional experience
5
5
Languages
Work History
Client Services Agent
Universal Healthcare Services
05.2021 - Current
- Manage high call volumes while providing exceptional customer service and maintaining professional composure.(Benefit confirmation.
- Investigate and resolve customer claim inquiries.
- Enhance customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Provide personalized assistance to clients, fostering strong relationships and promoting loyalty to the scheme.
- Mentor new hires as they navigated our systems and protocols, fostering teamwork within the call center by budding over TEAMS.
- Responde proactively and positively to rapid change.
Tourism Ambassador
City of Johannesburg - Economic Development
07.2018 - 04.2021
- Built relationships with key stakeholders (COJ - Tourism and Social Development) , fostering collaboration and understanding between organizations )Travel Agencies and Hotels) as well as tourists.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted tourists and clients to create welcoming atmosphere.
- Developed and maintained extensive network of community contacts (tour guides,travel agencies and attraction sites) , resulting in increased and smooth operations.
Site Manager - Engen Garage - City Motors Mthatha
Private
04.2015 - 06.2018
- Established relationships with local businesses (construction and fleet) to offer promotional discounts on fuel purchases, increasing community engagement.
- Enforced policies (compliance based) to maintain a clean, safe, and welcoming environment for customers and employees alike.
- Maintained regulatory compliance with local municipality and labor department.
- Developed marketing strategies to drive foot traffic and increase sales of convenience store items.
- Conducted performance reviews for staff members, providing constructive feedback to enhance productivity and efficiency.
- Monitored financial transactions for accuracy, preventing potential losses due to error or theft.
Programme Facilitator and Trainer
Winning Teams in Education
11.2012 - 06.2014
- Enhanced program effectiveness by collaborating with colleagues and stakeholders (ARM,STANDARD BANK and DOE) to review and revise curriculum content regularly.
- Increased participant engagement by incorporating interactive activities and group discussions through training of stakeholders.
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Contributed to improved stakeholders (DOE) performance by facilitating workshops and camps.
- Tailored facilitation styles to accommodate in-person settings, ensuring consistent engagement levels through game methodologies during camps and extra classes.
Call Center and Marketing Agent
Pinnacle Health - GEMS
07.2010 - 09.2012
- Handling incoming calls of existing GEMS medical aid members for queries.
- Marketing
- Increased brand visibility by implementing strategic marketing campaigns and engaging with existing members during wellness drives.
- Established positive relationships with key industry ( Government Departments) contacts through regular networking events, conferences, and workshops.
- Responded to customer inquiries promptly and professionally to increase customer satisfaction.
- Created reports to track performance of marketing campaigns and suggest improvements.
- Distributed advertising and marketing materials as well freebies during roadshows and events.
Education
High School Diploma -
Phumulani Secondary School
Germiston 04.2001 -
Skills
Call center experience
Client relationship building
Strong interpersonal skills
Follow-up skills
Outbound calling
Escalation management
CRM system
Computer skills
Customer service
Time management
Problem resolution
Effective communication
Timeline
Client Services Agent
Universal Healthcare Services
05.2021 - Current
Tourism Ambassador
City of Johannesburg - Economic Development
07.2018 - 04.2021
Site Manager - Engen Garage - City Motors Mthatha
Private
04.2015 - 06.2018
Programme Facilitator and Trainer
Winning Teams in Education
11.2012 - 06.2014
Call Center and Marketing Agent
Pinnacle Health - GEMS
07.2010 - 09.2012
High School Diploma -
Phumulani Secondary School
04.2001 -