Mainganya Virginia Mukhuba
Roodepoort
Summary
Dedicated professional with a strong background in customer service, customer care, and customer engagement. Proven ability to enhance customer relations and ensure high levels of satisfaction. Adept at resolving issues efficiently and fostering positive client interactions. Seeking to leverage skills in a dynamic environment to contribute to organizational success.
Experienced Customer Service Consultant known for resolving customer issues quickly and boosting satisfaction. Skilled in managing high-volume queries, leading to improved client retention and positive feedback. Strong communicator with knack for building long-term customer relationships and enhancing team performance.
Overview
13
13
years of professional experience
2008
2008
years of post-secondary education
Work History
Call Centre Agent
Medscheme*Bonitas
Roodeport
01.2015
- Assisting with claim queries
- Assisting with hospital authorisation
- Updating and sending requested documents to the member.eg statement, tax certificate and membership certificate
- Resolve member’s queries and advising member’s accordingly
- Reason for Leaving: End of contact
New Accounts Call Centre Agent
Edcon
faraday/johannesburg
01.2013
- Capturing of new application
- Attending to store queries
- Approving new application
- Resolve customer queries and taking appropriate action
- Reason for Leaving: 6 months contract
Customer service consultant
Medscheme*fedhealth
Roodeport
01.2022 - 03.2025
- Assisting members with claim queries (Being able to advise member reason claim was rejected and how it was paid as per claim lines)
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Assisting members with benefits confirmations and escalations of the queries
- Worked as part of a team to improve overall customer experience.
- Followed all company protocols strictly whilst interacting with customers or handling their data.
- Assisted in training new employees on company policies and procedures, enhancing team performance.
- Assisted customers with varying questions using product knowledge and service expertise.
- Live Chats with Members (family room and WhatsApp)
- Virtual walk-in center appointment (Calling members who has made an appointment in Website)
Agent Support: Non-Clinical Pre-Authorisation Back office
Medscheme*gems
Roodeport
12.2016 - 01.2022
- Create and approve hospital admissions, Drs rooms procedures, radiology and Physiotherapy Authorisations as per scheme rule and clinical information received
- Make sure all required information received before authorisation
- Verify the icd code and procedure code given are correct and relevant to diagnoses
gems contributions and debt management
Medscheme*gems
Roodeport
01.2015 - 11.2016
- Assisting Gems members timeously and accurately with queries
- To maintain and optimize schemes services, operational control and service levels Maintain monthly scores relating to FCR, Quality Scores, PKA (product knowledge assessment) Test and Adherence
- Taking inbound calls from Members
- Referring queries for processing
- Assisting member with monthly contribution calculations
- Underwriting queries
Call Centre Agent
Cell C
Woodmead
01.2014 - 01.2015
- Credit scoring customers
- Assisting with contract application
- Compiling monthly and annual statement
- Resolve customer queries and taking appropriate action
- Reason for Leaving: Resign
Administration Officer
CTTJ construction
Mpumalanga
01.2012 - 01.2013
- Maintain a proper filling system
- Follow up on orders
- Capturing of invoices
- Ensure that orders are delivered on time
- Preparation of monthly invoices for managers and contractors
- Reason for Leaving: Resign
Education
Call Centre Diploma - Personal Assistant Diploma, Data Capturing Certificate
Quest Computer Skills
01.2011 - 01.2012
Matric -
Thasululo Learning Centre
HR hiring practice -
Unisa
Skills
- Customer Service
- Customer care
- Customer engagement
- Customer relations
Custom
- Debra Mohale, Manager, Medscheme (Gems HBM), 073 673 5512, debram@medscheme.co.za
- Tshegofatso Leboi, Team Leader, Medscheme (FDH), 072 367 9907, tshegofatso@fedhealth.co.za
Languages
Tshivenda
Personal Information
- ID Number: 8709151126081
- Date of birth: 09/15/87
- Gender: Female
- Nationality: South African
Timeline
Customer service consultant
Medscheme*fedhealth
01.2022 - 03.2025
Agent Support: Non-Clinical Pre-Authorisation Back office
Medscheme*gems
12.2016 - 01.2022
Call Centre Agent
Medscheme*Bonitas
01.2015
gems contributions and debt management
Medscheme*gems
01.2015 - 11.2016
Call Centre Agent
Cell C
01.2014 - 01.2015
New Accounts Call Centre Agent
Edcon
01.2013
Administration Officer
CTTJ construction
01.2012 - 01.2013
Call Centre Diploma - Personal Assistant Diploma, Data Capturing Certificate
Quest Computer Skills
01.2011 - 01.2012
Matric -
Thasululo Learning Centre
HR hiring practice -
Unisa
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