MERYL FILLIS

• Answered incoming calls, directing clients to individuals addressing specific needs.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Kept reception area clean and neat to give visitors positive first impression.
• Streamlined billing procedures for improved financial management, reducing errors in invoicing processes significantly over time.
• liaise with service providers
• Provide administrative support to other departments as needed

• Provide support to customer care agents
• Evaluate inbound calls to measure the effectiveness of service provided to the client
• Coaching of new and old agents to deliver service excellence and filing of coaching forms for future reference
• Facilitating workshops as and when necessary, Generate weekly reports
• Participate in calibration sessions to encourage consistency amongst all Quality Assessors and Team Leaders.
• Established clear lines of communication between team members for better collaboration and overall efficiency.

Reason for leaving: Retrenchment

• Attending to all outstanding accounts and following up on all unpaid claims by compiling action lists from age analysis and taking necessary steps to ensure payment.
• Ensuring proper credit control notes on PMA.
• Execute proper credit control procedures are actioned in accordance with PMA system (Elixir, GOODX, Eminence)
• Ensuring that claims are resubmitted promptly to medical aids/administrators/patients
• Ensuring any trends picked up are brought to the supervisor attention
• Reduced overdue debt by closely monitoring customer accounts and taking prompt action on outstanding payments.

Reason for leaving: Career Growth

• Manage staff and supervision of workflow processes.
• Execution of Performance Appraisals including feedback to staff.
• Staff training on workflow processes, product knowledge and other necessary training
• Monitoring the quality of incoming calls and ensuring calls are answered within three rings
• Quality control of live inbound call center calls and processed work keeping sound knowledge of Scheme rules, procedures and systems ensuring that duties and functions are performed according to company policies and procedures
• Participation in Forum Meetings
• Compilation of daily, weekly, and monthly reports.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.

Reason for leaving: Retrenchment

• Recording of daily and monthly targets achieved by staff
• Overseeing and assessing of medical aid accounts consulting with clients on medical aid accounts
• Managing all related queries
• General office duties such as filing, typing, and answering of telephone.
• Handling and assessing of medical aid accounts.
• Leasing with clients on medical aid accounts.

Reason for leaving: Company Transfer to Sizwe Medical aid.