Kabelo Mathe
Client Relations Officer
Soshanguve Pretoria
Summary
Client relationship professional with track record of nurturing and maintaining client relationships to drive business growth. Known for collaborative teamwork and adaptive problem-solving. Skilled in client communication and conflict resolution, valued for reliability and results-oriented approach.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Client Relationship Officer
3Sixty Health
Soshanguve Pretoria
03.2023 - Current
- Maintained and built close relationships with customers through regular contact and visits.
- Monitored, followed-up and escalated cases to meet customer response commitments.
- Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
- Facilitated meetings and discussions between clients, sales and delivery teams.
- Retained and grew portfolio of relationships by performing proactive, mobile and value-adding partnership role.
- Reduced operational inefficiencies by streamlining processes, leading to improved response times for client inquiries.
- Monitored market conditions closely to keep clients informed about potential opportunities or risks within their portfolios.
Client Liaison Officer
Discovery Health
08.2017 - 02.2023
- Assumes accountability on all level of queries from the franchises
- Provide support and assist broker franchises with all queries including but not limited to Claims investigations, benefit limits, new business, chronic medication and general queries such as explaining policy, protocol and benefit decisions
- Identifying and proposing solutions to processes and service related failures
- Building and establishing relationships at all levels to facilitate first time resolution of queries
- Liaise with other key areas for process flow, Payroll, Billing, New Business, Case managers and fund manager
- Verbal and written communication
- All Discovery Health product and benefit knowledge, and systems
- Adhering to principles and values
- Plan and drive seasonal events with stake holders, Window period, AGM etc
- Provided valuable insights for process improvements, leading to more efficient operations within the organization.
Call Centre Consultant
Discovery Health
04.2015 - 07.2015
- Inbound and Outbound Call Center
- Resolve client queries in turnaround time
- Logging and closing query timeously and giving member feedback
- Working on team query pools
- Compile weekly reports of client's queries
- Time management
- Discovery health escalations process
- Discovery health product knowledge
Field Sales Executive
Kabelo Mathe 1Kgope Optometrist
08.2012 - 02.2015
- Knowledge of testing procedures, charts and billing
- Good customer service
- Interface with patients, doctors and medical aid
- Answer incoming calls
- Scheduling of appointments
- Keeping track of supplies and maintenance of office equipment
- Submit and follow up on medical aid claims
- Acquiring new business leads and securing appointments
Team Leader
Country Road (Woolworths)
Pretoria
02.2009 - 07.2012
- To assist with the delivery of financial targets and company key performance indicators focusing on creating a warm and genuine customer service experience
- Assist with driving sales and profit ensuring the achievement of all KPI's as set by the company providing leadership, training and developing team capability
- Maintain a focus on commercial acumen ensuring the team have an understanding of the performance of the store
- Assist with managing costs
- Drive a customer centric culture creating a warm and genuine customer service experience
- Adhere to all company behaviors, policies and procedures
Education
Matric - English, Afrikaans, Mathematics, Biology, Physical Science, History
Lotus Gardens High School
Pretoria 01.1997 - 01.2002
Skills
Strong empathy
Client needs assessment
CRM software proficiency
Customer relations
Proficient in office suites
Schedule management
Problem-solving
Customer engagement
Time management
Sales reporting
Timeline
Client Relationship Officer
3Sixty Health
03.2023 - Current
Client Liaison Officer
Discovery Health
08.2017 - 02.2023
Call Centre Consultant
Discovery Health
04.2015 - 07.2015
Field Sales Executive
Kabelo Mathe 1Kgope Optometrist
08.2012 - 02.2015
Team Leader
Country Road (Woolworths)
02.2009 - 07.2012
Matric - English, Afrikaans, Mathematics, Biology, Physical Science, History
Lotus Gardens High School
01.1997 - 01.2002