Lee-kyle Alexander
Johannesburg
Summary
Accomplished Client Relationship Manager with extensive experience in client communication and strategic planning, currently enhancing customer satisfaction at Discovery Health. Proven track record in managing complex customer interactions and resolving escalated queries efficiently. Demonstrates strong skills in team collaboration, proactive problem-solving, and delivering results-focused solutions. Previous roles include Call Centre Agent and Head Bartender, showcasing a diverse skill set in customer service and team leadership. Career goal: to leverage expertise in client management to drive business growth and enhance client experiences.
Overview
13
13
years of professional experience
Work History
Client Relationship Manager
Discovery Health
Johannesburg, South Africa
10.2018 - Current
- Operate mainly in the office (may be required to visit a provider offsite)
- Information feed/sharing to Health Professionals
- Measure Health Professional satisfaction levels
- Administration pertaining to queries and initiatives
- Meetings and training (internal and external), on request
- Resolve and provide feedback to escalated queries channeled through CRM work
pools - Analyzing and identifying trends across the full business spectrum
- Troubleshooting and managing difficult situations
- Support role to the Health Professional team on relevant issues
- Market drives and other projects as and when required
- Available to work overtime when required
- May be required to log onto the HP queue or huntline
- Delivering results and meeting customer expectations
- Analyzing
- Presenting and communicating information
- Relating and networking
- Working with people
- Adhering to principles and values
- Persuading and influencing, learning, and researching.
- Coordinated with cross-functional teams to develop tailored solutions that met specific client needs, driving business growth.
Call Centre Agent
Discovery Health
Gqeberha, South Africa
07.2017 - 10.2018
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Increased customer satisfaction by offering friendly, helpful and informative customer service.
- Remained calm under pressure to handle customer complaints and solve problems.
- Followed-up on customer interactions to provide further support.
- Followed up customer calls with further information or instructions when necessary.
- Dealt with complex customer complaints professionally and politely, resolving issues with favourable solutions.
- Received calls and redirected individuals to relevant departments for smooth customer care.
- Managed high volume of customer calls, efficiently handling inquiries and resolving issues to uphold customer satisfaction.
Head Bartender
Cheers Lounge
Gqeberha, South Africa
05.2015 - 12.2016
- Managed bar inventory, conducted stock takes, and placed orders to maintain optimal supplies.
- Trained new staff on bar operations, cocktail preparation, and customer service standards.
- Oversaw bar operations during high-volume periods, maintaining composure and service standards.
- Handled cash transactions and operated point-of-sale systems with accuracy and integrity.
- Managed a team of bartenders, fostering a collaborative environment to enhance service quality.
- Monitored bar equipment, arranging for maintenance or replacement as necessary.
- Kept bar stocked and organised for easy access and quick service to customers.
- Led by example, demonstrating exceptional mixology skills and customer service.
- Implemented training programmes for new staff, focusing on cocktail preparation and customer service skills.
- Cultivated a friendly and welcoming atmosphere, resulting in a 30% increase in repeat customers.
General Operative
Shatterprufe
Gqeberha, South Africa
10.2015 - 06.2016
- Assisted in completing schedule checklists and preparing workstations.
- Conducted inspections of glass to identify defects or scratches.
- Monitored timesheet entries for glass production on an hourly basis.
- Supported various departments by filling in gaps during shortages in the factory.
- Audited timesheets comparing glass produced per hour against actual production.
- Reported progress to team leaders and accepted new tasks as required.
- Maintained a clean and organised work environment, upholding company's cleanliness standards.
- Operated machinery and equipment safely, adhering to strict health and safety protocols.
Retail Sales Associate
Game
Gqeberha, South Africa
04.2014 - 08.2015
- Assisted customers in finding products, offering detailed information to increase sales and enhance shopping experience.
- Managed stock levels on the shop floor, regularly updating displays to maximise visual appeal.
- Worked flexibly across multiple customer access points.
- Replenished items and organised displays to keep stock looking professional.
- Built and maintained positive relationships with customers to encourage repeat business.
- Handled customer returns, refunds and exchanges at customer service desk.
- Advised customers on product range, price, delivery, warranties and product use.
- Worked checkout and floor sales during peak seasonal trade periods.
General Assistant
Primecure Medical Centre
Gqeberha, South Africa
10.2013 - 03.2014
- Managed opening and closing of premises and ensured proper maintenance.
- Responded to telephone inquiries and provided general information regarding services.
- Registered patients and recorded medication orders on Medemass programme.
- Attended to patients and directed them to respective cubicles.
- Assisted in dispensary operations to obtain prescribed medications for patients.
- Delivered exceptional customer service, resolving queries and complaints with professionalism and courtesy.
Education
English (120- Hours)
SA TEFL Academy
Port Elizabeth, EC01-2021
Diploma of Higher Education - Grade 12
Morningside High School
Gqeberha, South Africa01-2013
Skills
- Client relationship management
- Client onboarding
- Client communication
- Strategic planning
- Customer service
- Team collaboration
- Proactive attitude
- Results-Focused approach
- Empathy and understanding
Languages
English
Proficient
C2
Afrikaans
Advanced
C1
Xhosa
Elementary
A2
Hobbies and interests
- Passionate about songwriting, music creation and ballroom dancing
- Interest in personal growth, self-development and continuous learning
- Enjoy reading to expand knowledge and perspective, content creation as a creative outlet.
References
Available upon request
Timeline
Client Relationship Manager
Discovery Health
10.2018 - Current
Call Centre Agent
Discovery Health
07.2017 - 10.2018
General Operative
Shatterprufe
10.2015 - 06.2016
Head Bartender
Cheers Lounge
05.2015 - 12.2016
Retail Sales Associate
Game
04.2014 - 08.2015
General Assistant
Primecure Medical Centre
10.2013 - 03.2014
English (120- Hours)
SA TEFL Academy
Diploma of Higher Education - Grade 12
Morningside High School