KHANYISILE BEMBE
Johannesburg
Summary
Dynamic and results-oriented professional with extensive experience and a proven track record. I excel in customer service and Microsoft Office, enhancing client satisfaction and operational efficiency. Skilled in coaching and quality assurance, I have significantly improved team performance and compliance standards, demonstrating exceptional communication and analytical abilities.
Overview
11
11
years of professional experience
Work History
Membership Corporate Consultant
Bestmed Medical Scheme
Pretoria
07.2024 - Current
- Managing a portfolio of clients
- Administer and reconcile membership accounts with accuracy and efficiency
- Manage stakeholder interactions to ensure exceptional outcomes
- Provide seamless support to ensure contribution collection from dedicated profiles
- Interpret payment sheets and handle unique financial requirements
- Engaging with stakeholders
Contact Centre Quality Coach
Bestmed Medical Scheme
07.2017 - 06.2024
- Assess inbound, outbound and internal calls, emails, and, indexed and scanned documents
- Assist agents in meeting performance goals through weekly one on one sessions, buddying and training
- Identify training needs and organize training interventions to meet quality standards
- Liaise with Training Officer regarding identified training needs
- Administration, monitoring and reporting to Quality Team Leader
- Ensure ongoing compliance with quality and industry regulatory requirements
Escalations Consultant
Bestmed Medical Scheme
03.2017 - 06.2017
- Pro-actively answer escalated complaints, and Hello Peter queries within the set service levels
- Investigate queries, gather information and provide feedback to members on progress
- Resolve enquiries or call enquirer back with relevant information, if enquiry could not be resolved immediately
- Provide Head of Specialist Centre with feedback regarding possible training needs that were picked up in a complaint
- Liaise and build relationships with internal departments regarding queries that have to be resolved
Client Services Consultant: Call Centre
Bestmed Medical Scheme
04.2015 - 02.2017
- Provide access to information for members, potential members, employer organizations, brokers, and service providers inquiring via written communication, telephone, visiting the office and/or social media
- Collaborate with other call center professionals, and work with internal departments like Membership, Pre-Authorization, and Claims Department
- Investigating and solving customer queries
- Adhere to company policies and procedures, and stay up to date on changes to policies.
- Meet daily qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality.
- Build positive relationships by going above and beyond with customer service, ensuring that all questions are handled appropriately.
Learner Call Centre Agent
Bestmed Medical Scheme
03.2014 - 03.2015
- Confirmation of benefits
- Assisting with client's queries(claims)
- Switchboard
- Administrative duties
- Received comprehensive training in customer service, communication, and call center operations. Handled calls, assisted members with queries, resolved issued, and ensured a high level of customer satisfaction
Education
BCom - IT Management
Management College of Southern Africa
12-2020
Mentoring And Coaching -
Imsimbi Training
07-2019
Diploma - Total Quality Management
University of South Africa
01.2019
Telephone Etiquette - NQF 3 -
Imsimbi Training
01.2019
Quality Assurance in a Call Centre -
MCot Corporate Training
01.2018
Certificate - Information Technology
MSC Business College
06-2013
Matric
Petit High School
12-2011
Skills
- Microsoft Office
- Customer Service
- Communication (Oral and Written)
- Minutes Taking
- Report Writing
- Administration
- Quality and Compliance Assurance
- Customer Queries Investigation
- Claims
- Team player
- Telephone etiquette
- Customer orientation
References
- Suzelle Taylor, Team Leader - 082 887 7368
- Isabel Grobler, Team Leader - 079 137 7683
Languages
- English - Fluent
- IsiZulu - Fluent
- Afrikaans - Intermediate
- SeTswana - Intermediate
- XiTsonga - Beginner
Timeline
Membership Corporate Consultant
Bestmed Medical Scheme
07.2024 - Current
Contact Centre Quality Coach
Bestmed Medical Scheme
07.2017 - 06.2024
Escalations Consultant
Bestmed Medical Scheme
03.2017 - 06.2017
Client Services Consultant: Call Centre
Bestmed Medical Scheme
04.2015 - 02.2017
Learner Call Centre Agent
Bestmed Medical Scheme
03.2014 - 03.2015
BCom - IT Management
Management College of Southern Africa
Mentoring And Coaching -
Imsimbi Training
Diploma - Total Quality Management
University of South Africa
Telephone Etiquette - NQF 3 -
Imsimbi Training
Quality Assurance in a Call Centre -
MCot Corporate Training
Certificate - Information Technology
MSC Business College
Matric
Petit High School