Summary
Overview
Work History
Education
Skills
Timeline
Generic

Maria Mbodla

Claims Assessor
Soweto

Summary

I am a highly committed individual eager to learn and acquire new skills, as evidenced by my achievements in client service within the corporate sector. My professional journey commenced in 2019 with a learnership program at Medscheme, followed by an internship at Bonitas, which ultimately led to a permanent position. I have developed my expertise in client service, beginning in the call center and subsequently transitioning to the back office, where I provided written assistance to clients while ensuring a high standard of professional customer experience. My role at Bonitas demonstrates my ability to handle diverse responsibilities, particularly in first-contact resolution for all client inquiries. With my knowledge and experience, I am poised to continue growing and contributing effectively to any organisation.

Overview

6
6
years of professional experience

Work History

Claims Assessor

Bonitas
04.2024 - Current
  • Identified fraudulent claims with comprehensive investigations, minimizing company losses and maintaining integrity in the claims process.
  • Conducted post-claim evaluations to identify areas for improvement and potential training needs among the team members.
  • Maintained an organized case management system, allowing for easy tracking of claim statuses and facilitating efficient workflows.
  • Effectively managed high-pressure situations during peak periods of claims activity while maintaining professional demeanor and efficient performance levels.
  • Link or amend claims to pay to the correct benefits.
  • Reconcile member tax certificate.

Back Office Agent

Bonitas
09.2022 - 03.2024
  • Informed clients of policies and procedures.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
  • Processing member’s option changes for direct paying member.
  • Doing member’s RECON statement.
  • Lifting of member’s suspension.

Call Agent

Bonitas
02.2019 - 08.2022
  • Built strong customer relationships with empathetic communication and active listening skills.
  • Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
  • Maintained high call quality standards by adhering to company guidelines and protocols.
  • Delivered prompt assistance to customers via email and chat support channels when needed, expanding avenues for resolution.
  • First time query Resolution.
  • Confirmation of member benefits.
  • Termination and adding of direct paying member’s dependants.

Education

High School Diploma -

Phefeni Senior Secondary
Orlando West
04.2001 -

Skills

Documentation Review

Professional ethics

Policy Interpretation

Assertiveness

Problem solving

Computer Skills
Multitasking
Organisational skills
Teamwork
Active Listener

Timeline

Claims Assessor

Bonitas
04.2024 - Current

Back Office Agent

Bonitas
09.2022 - 03.2024

Call Agent

Bonitas
02.2019 - 08.2022

High School Diploma -

Phefeni Senior Secondary
04.2001 -
Maria MbodlaClaims Assessor