Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

LEORNCIA REFILWE KGATLE

Midrand

Overview

10
10
years of professional experience

Work History

Client Relationship Manager

Discovery Limited
Sandton
03.2020 - Current
  • Providing support services to clients and medical providers
  • Program administration, collecting data and capturing client's and providers information
  • Conducting research of discovery products
  • Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities
  • Liaise between the stakeholders and the department
  • Facilitated smooth onboarding experiences for new clients, guiding them through product setup
  • Developed strong rapport with clients through consistent follow-up and attention to detail
  • Relationship management: build and maintain strong, long-lasting relationship with key executives, stakeholders and clients
  • Act as a primary point of contact for executive-level clients, ensuring their needs are met and addressed promptly
  • Capturing of team files and documents on sharepoint
  • Scheduling weekly team meetings
  • Capturing Minutes and distributing to the team
  • Strategic planning: Partner with different departments to help get queries resolved
  • Communicate regularly with clients to understand their needs and align company resources to support their success, while providing insight and recommendations
  • Communication and presentation: communicate effectively with C-level executives and other stakeholders, both internally and externally
  • Problem solving and conflict resolution: Proactively identify potential issues or challenges and work to resolve them in a timely and effective manner
  • Act as an escalation point for client concerns or complaints, and collaboration with internal teams to address and ensure client satisfaction
  • Collaborate effectively with cross-functional teams to deliver seamless client experience
  • Processing of claims for providers and clients to pay accordingly as per claims rules and guidelines
  • Administering and processing of benefit applications for clients
  • Provide management of benefit on customer's profile
  • Perform administrative duties (Faxing, Photocopying, telephone enquiries Inbound & Outbound)
  • Dealing with query claims, benefits and all other queries related to health practitioners
  • Provide customer support service (telephone, email)

Client Liaison Officer

Discovery Limited
Sandton
01.2018 - 02.2020
  • Providing client service support
  • Dealing with query claims, benefits and all other queries related to health practitioners
  • Conducting research on discovery products to provide information to clients
  • Logging of all queries and routing all enquiries to correct departments
  • Ensuring excellent quality service to all clients
  • Perform administrative duties (Faxing, Photocopying, telephone enquiries (Inbound & Outbound)
  • Provide customer support service (telephone, email, and face to face)

Project Administrator

Department of Higher Education and Training
Pretoria
04.2015 - 03.2017
  • Ensuring effective project and program administration, data collection and capturing
  • Monitoring and evaluation of the project activities to meet project goals
  • Comparing the actual project performance towards the business plan
  • Regularly updating the project status on the project register
  • Rendering office administration such as: handling and filing project documents, managing the project management office diary, consolidation of workshops and Operational Task Team meetings, taking minutes in the meeting and distributing to the team
  • Making travel arrangements for the project manager to neighbouring provinces
  • Schedule project meetings, attend meetings and record the proceedings of the meetings
  • Prepare monthly, quarterly and annual project reports of project progress
  • Conduct project research
  • Checking the relevance of the project towards the departmental mandate
  • Compilation of documents such as report writing, presentations, memos and letters
  • Liaise between the stakeholders and the department
  • Assist with queries related to the project management office
  • Identifying project challenges
  • Measuring the financial alignment between the project expenditure and the project progress
  • Update and escalate project risks to project managers and come up with contingencies
  • Communicate with project managers on project progress

Education

Post Graduate Diploma - Project Management (PMBOK) (NQF L8)

Mancosa Business College
Pretoria, South Africa
01.2020

BA - Development studies (NQF L7) (Social Science And Economic Development)

University of Limpopo
Polokwane, South Africa
04.2014

Grade 12 (Matric) -

The Glen High School
Pretoria, South Africa
12.2009

Skills

  • Excel
  • MS Access
  • MS Excel
  • MS Powerpoint
  • MS Project
  • MS Word
  • Powerpoint
  • Sharepoint
  • Strategic Planning
  • Excellent communication skills
  • Analytical thinker
  • Project administration
  • Relationship cultivation and retention
  • Business/report writing skills
  • Planning and Management skills
  • Problem solving skills
  • Decision making
  • Conflict Management
  • Good Research skills
  • Good presentation skills
  • Customer oriented skills
  • Interpersonal and client communications

Languages

  • Afrikaans, Proficient
  • English, Native
  • Isizulu, Native
  • Sepedi, Native
  • Setswana, Native

References

  • Leona Govender, 0726449807, LeonaG@discovery.co.za
  • Alicia Motubatse, 0792104068, anmotubatse@gmail.com

Timeline

Client Relationship Manager

Discovery Limited
03.2020 - Current

Client Liaison Officer

Discovery Limited
01.2018 - 02.2020

Project Administrator

Department of Higher Education and Training
04.2015 - 03.2017

Post Graduate Diploma - Project Management (PMBOK) (NQF L8)

Mancosa Business College

BA - Development studies (NQF L7) (Social Science And Economic Development)

University of Limpopo

Grade 12 (Matric) -

The Glen High School

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LEORNCIA REFILWE KGATLE