Lerato Penelope Pamela Zwane

Investigating and resolving service failures through detailed Root Cause Analysis (RCA) to identify the origin of issues.

• Conducting outbound calls to members to investigate potential negative NPS ratings and assess service experience.
• Evaluating recorded and live calls to ensure compliance with company policies, procedures, and quality standards.
• Coaching agents by identifying performance gaps and improvement opportunities.
• Conducting and facilitating workshops based on service failure trends identified through RCA findings.
• Rolling out training sessions using case studies derived from RCA investigations.
• Handling escalations, complaints, and compliments while ensuring SLA adherence.
• Educating members on products, benefits, and claims processes.
• Handle outbound calls to members and brokers regarding claims, membership, benefits, and finance-related queries.
• Capture, investigate, reverse, and reprocess claims in accordance with scheme rules, policies, and QA standards.
• Conduct detailed problem-solving and claims investigations to resolve member issues effectively.
• Handle escalations, customer complaints, and compliments professionally.
• Educate members on various Bonitas products and benefits, ensuring clarity and understanding.
• Ensure effective follow-up on member and broker queries.
• Handle membership and finance-related enquiries.
• Conduct outbound calls when required for follow-ups, investigations, and service recovery.
• Apply strong business writing skills in correspondence and reports.
• Ensure adherence to Quality Assurance standards at all times.
• Promote self-help services and social media platforms to empower members and reduce call volumes.
• Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.

• Facilitated a relaxing environment with calming aromatherapy techniques.
• Improved client satisfaction by delivering personalised facial treatments.
• Provided exceptional customer service, ensuring repeat client bookings.
• Adapted beauty treatments to address individual client needs.

Registered individuals and ensured accurate data capturing and verification