Kadidja Malemba
Summary
I am a friendly and outgoing customer service executive with a passion for assisting clients . My previous work experience includes customer service and claims administration , and I am currently looking to progress my career in a more challenging role. I have excellent communication skills, which have enabled me to build strong relationships with customers, colleagues, and external clients. I have previously managed a number of projects to successful outcomes , and I have an excellent ability to supervise, manage, and motivate other team members.
Overview
21
21
years of professional experience
Work History
Customer services Executive
International SOS
01.2020 - 02.2023
- Provide empathetic, quality service to our customers
- Update all cases with the appropriate documentation
- Arrive on time for all scheduled shifts and understand the importance of teamwork for all to be Successful in daily mission accomplishment
- Handle cases and phone calls in an efficient manner, as for company protocol and client specific Standard Operations Procedures
- Accurately notifies client as defined by company protocol and client specific Standard Operations Procedures
- Acts as the first point of contact for new and existing cases and serves as the voice of International SOS for our clients
- Maintains all cases in accordance with company policies and procedures
- Accurately and appropriately initiates Inter Assistance Center notification to facilitate delivery of care
- Ensure the CD is aware of all medical reports and actions required during the shift
- Executes proper use of escalation protocol without fail
- Works with Supervisor / Operations Manager and Security staff for all security related issues
- Maintains confidentiality of all patient and/or client information
- Attends and participates in all required International SOS administrative functions determined mandatory by management
- Maintains a professional environment as evidenced by individual dress, workspace and personal demeanour
- Maintains the transmission document in a clear, accurate and concise format with the correct plan of action for hand over to the next shift
- Actively participates in all transmission sessions with input regarding case actions and direction
- Escalates all complaint or perceived complaint cases to the Operations Supervisor immediately
- Action all incoming tasks, faxes, emails and correspondence pertaining to active and/or closed cases
- In the absence of a Supervisor on duty, advise the Regional Medical Director or Chief Medical Officer and the on-call Manager of any medical transportation
- Maintain open communication lines with CSE's, Supervisors, Assistant Operations Managers, Coordinating Doctors, Coordinating Nurses, Clients and other International SOS Assistance Centre staff when dealing with case management
- Always adhere to company policies and procedures, regardless of shift being worked
- Assist with the training of new Coordinators by mentoring them during their training program
- Comply within our established service recovery protocol
Admin office
Future Classic Trading
01.2022 - 11.2022
- Manage office supplies stock and place orders
- Prepare regular reports on expenses and office budgets
- Maintain and update company databases
- Organize a filing system for important and confidential company documents
- Answer queries by employees and clients
- Update office policies as needed
- Maintain a company calendar and schedule appointments
- Book meeting rooms as required
- Distribute and store correspondence (e.g
- Letters, emails and packages)
- Prepare reports and presentations with statistical data, as assigned
- Arrange travel and accommodations
- Schedule in-house and external events
Hairdresser
Afi Beauty Salon
08.2020 - 01.2022
- Exceeding client expectations in terms of service and professionalism, while providing a high level of expertise
- Consistently and thoroughly performing treatments in accordance with training standards given
- Educating each guest
- Dry hair into shape and create a finished look
- Always maintain a clean, presentable appearance
- Be adaptable and prepared to work shifts as required
- Be able to work well under pressure
- Be confident in hitting extremely high targets, upselling, retailing and rebooking
- As a member of a team, you'll need to be friendly and able to collaborate
Customer Service executive
International SOS
11.2017 - 06.2020
- Provide empathetic, quality service to our customers
- Update all cases with the appropriate documentation
- Handle cases and phone calls in an efficient manner, as for company protocol and client specific Standard Operations Procedures
- Accurately notifies client as defined by company protocol and client specific Standard Operations Procedures
- Acts as the first point of contact for new and existing cases and serves as the voice of International SOS for our clients
- Maintains all cases in accordance with company policies and procedures
- Accurately and appropriately initiates Inter Assistance Centre notification to facilitate delivery of care
- Works with Supervisor / Operations Manager and Security staff for all security related issues
- Maintains confidentiality of all patient and/or client information
- Attends and participates in all required International SOS administrative functions determined mandatory by management
- Maintains a professional environment as evidenced by individual dress, workspace and personal demeanour
- Maintains the transmission document in a clear, accurate and concise format with the correct plan of action for hand over to the next shift
- Actively participates in all transmission sessions with input regarding case actions and direction
- Escalates all complaint or perceived complaint cases to the Operations Supervisor immediately
Pre-Authorization consultant
Africa Assist
08.2016 - 05.2017
- Company Overview: Johannesburg
- Authorization: Responding to emails requesting assistance
- Sending notifications to insurance companies
- Advising clients and providers of the outcome of authorization
- Management and follow up of cases
- Ambulance dispatching
- Johannesburg
Claim Administrator/Receptionist
Africa Assist
05.2012 - 06.2016
- Company Overview: Johannesburg
- Debtor collecting
- General office, file, following up on clients
- Coordinating the development of the service provider database according to the target
- Invoicing: Collecting of claims accounts
- Management of Debtors
- Sending out debtor's invoices
- Update on debtors as per the company credit control policy
- Sending policy document to clients
- Renewing contract with our providers
- Reporting to Services Providers: Weekly Claim Report
- Weekly Debtors Report
- Monthly Report to the Services Provider and the client
- Answering calls; providing product information
- Providing information on the status of claims
- Referring client to the correct department
- Johannesburg
Sales Manager
Massamba Trading
01.2009 - 12.2011
- Company Overview: DRC Congo
- Market and Selling Safety wears and Breathalysers
- Meeting with different clients, contact with the supplier
- Presentation of the product to companies
- DRC Congo
Team Leader
RTM Marketing
01.2007 - 12.2008
- Company Overview: Johannesburg
- Managing 20 Agents
- A signing led to agents
- Coaching
- Weekly report
- Training to improve on sales
- Product that I managed Edcon funeral and Momentum life cover
- Johannesburg
Sales Consultant / Customer service
SPM Direct
01.2002 - 12.2007
- Selling Short and long term Insurance
- Data Capturing: Loading lead on the system
- Following up on existing Members
- Customer Care: Client claims
- Assisting client with queries
- Internal Sales
- Sales of Funeral covers
- Sales of Educational Plans
- Products sold: Momentum Life Cover, FNB Life Cover and Education Plans, Nedbank Credit Card, African Funeral cover, Edcon Funeral Cover
- Reason for Leaving: Was promoted to Team leader in the same organization
Education
High School - English, Afrikaans, Science, Accounting, Geography, Maths, Typing
Malvern High School
Diploma - Bookkeeping
Boston College
01.2000
Skills
- Self-Management
- Ability to work under pressure
- Loyalty
- Reliability
- Quick Learning
- Team Player
- Motivation
- Goal Achievement
Accomplishments
- SPM Sales Management training Program/Management Development, 01/01/07
- SPM Sales Management Programme, 01/01/07
Personal Information
- Age: 42
- Date of Birth: 11/24/81
- Gender: Female
- Driving License: yes
- Marital Status: Single
Identityno
8111241063186
Hobbies and Interests
- Reading Books
- Cooking
Languages
English
Upper intermediate (B2)
French
Elementary (A2)
Timeline
Admin office
Future Classic Trading
01.2022 - 11.2022
Hairdresser
Afi Beauty Salon
08.2020 - 01.2022
Customer services Executive
International SOS
01.2020 - 02.2023
Customer Service executive
International SOS
11.2017 - 06.2020
Pre-Authorization consultant
Africa Assist
08.2016 - 05.2017
Claim Administrator/Receptionist
Africa Assist
05.2012 - 06.2016
Sales Manager
Massamba Trading
01.2009 - 12.2011
Team Leader
RTM Marketing
01.2007 - 12.2008
Sales Consultant / Customer service
SPM Direct
01.2002 - 12.2007
High School - English, Afrikaans, Science, Accounting, Geography, Maths, Typing
Malvern High School
Diploma - Bookkeeping
Boston College
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