Summary
Overview
Work History
Education
Skills
References
Personal Information
Timeline
Generic

Ivana Adams

Customer Service Representative
Toekomsrus,Randfontein

Summary

Dedicated and energetic customer service professional with over 10 years of experience in call centres, claims assessment, and data capturing within the healthcare and wellness sectors. Known for excellent communication, attention to detail, and delivering service excellence. Bilingual in Afrikaans and English.

Overview

15
15
years of professional experience
2
2
Languages

Work History

Call Centre Representative

Netcare
Sandton
01.2021 - Current
  • Handle high-volume inbound calls, emails, and web-based queries
  • Interview clients and verify source data for bookings
  • Resolve enquiries and escalate where necessary
  • Ensure accurate booking updates in line with SLAs

Call Centre Agent

Kaelo
12.2018 - 12.2020
  • Process authorisations and resolve queries
  • Liaise with internal teams and maintain service quality
  • Maintain updated knowledge of scheme policies

Call Centre Agent

Planet Fitness
06.2017 - 09.2018
  • Manage customer service queries regarding memberships
  • Support database updates and internal communications

PrimeCure Health
03.2012 - 04.2016
  • Claims Assessor (Mar 2015 – Apr 2016): Assessed injury claims, validated data, managed medical reports
  • Data Capturer (Apr 2014 – Feb 2015): Updated and maintained member information
  • Call Centre Agent (Mar 2012 – Mar 2014): Authorised claims and resolved provider/member issues

Shop Assistant

P.Q Clothing
10.2010 - 12.2010
  • Assisted customers and supported stock taking

Education

English, Afrikaans, Maths Literacy, Tourism, Life Orientation, Geography

Randfontein Secondary School
01.2009

Skills

  • Customer Service & Call Handling

  • Claims Assessment & Data Capturing

  • Conflict Resolution & Problem Solving

  • Medical Scheme Rules & Procedures

  • Cross-Department Liaison

References

WA, Morris, Principal, 011 693 5026, Randfontein Secondary School

Personal Information

  • Date of Birth: 30 December 1989
  • Gender: Female
  • Nationality: South African
  • Languages: Afrikaans (Home), English (Fluent)
  • Driver’s License: None
  • Criminal Offences: None

Timeline

Call Centre Representative

Netcare
01.2021 - Current

Call Centre Agent

Kaelo
12.2018 - 12.2020

Call Centre Agent

Planet Fitness
06.2017 - 09.2018

PrimeCure Health
03.2012 - 04.2016

Shop Assistant

P.Q Clothing
10.2010 - 12.2010

English, Afrikaans, Maths Literacy, Tourism, Life Orientation, Geography

Randfontein Secondary School

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Ivana AdamsCustomer Service Representative