NAASERA ADAMS
Manenberg
Summary
Accomplished Client Relationship Manager specializing in customer service and satisfaction enhancement. Skilled in managing intricate inquiries and complaints, delivering prompt resolutions, and formulating strategies for improved client experiences. Proven success in working with cross-functional teams to streamline processes and elevate service quality. Utilizes strong active listening and problem-solving abilities to create tailored solutions and sustain high customer satisfaction.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Client Relationship Manager
Discovery Health
07.2022 - Current
- Role responsibilities Assisting member/broker via email or call and providing them with the members’ benefits as per their plan type and assisting with claim queries and premium confirmation. Transferring calls to the relevant department if necessary. Logging inquiries with our Back Office Departments to have the member’s claim reprocessed if I am unable to do so.
- I also assist our members via our WhatsApp chat function.
- If needed I am also a backup for our Escalations Department.
- Manage customer complaints and provide timely resolutions
- Develop and implement strategies to enhance client satisfaction
- Build and maintain relationships with clients
Senior Customer Service Consultant
Discovery Health
11.2018 - 07.2022
- Providing escalation support to resolve complex customer issues
- - Demonstrated exceptional problem-solving skills by proactively identifying and addressing complex customer issues, resulting in a significant decrease in overall escalations. - Utilized strong communication and negotiation skills to effectively de-escalate tense customer interactions and reach mutually satisfactory resolutions. - Collaborated with cross-functional teams to develop and implement new processes and procedures, resulting in improved efficiency and customer satisfaction.
- Providing assistance and support to customers
- Resolving customer complaints and queries
- - Assisted customers with inquiries, concerns, and complaints in a timely and professional manner, ensuring their needs were met and their satisfaction was maintained. - Supported customers by actively listening to their needs and finding solutions, utilizing product knowledge and resources to provide accurate and helpful information. - Collaborated with team members to improve customer service processes and procedures, resulting in increased efficiency and customer satisfaction.
- Addressed and resolved customer complaints and queries in a timely and efficient manner, ensuring high levels of customer satisfaction. Utilized active listening and problem-solving skills to identify and implement effective solutions, resulting in a decrease in customer escalations by 20%. Consistently received positive feedback from customers for exceptional service.
- Communicated effectively with customers to understand their needs and concerns, utilizing active listening skills to provide personalized solutions. Collaborated with team members to develop and implement strategies for improving overall customer satisfaction and retention rates.
Customer Service Consultant
Discovery Health
01.2016 - 10.2018
- Providing assistance and support to customers
- Resolving customer complaints and queries
- - Assisted customers with inquiries, concerns, and complaints in a timely and professional manner, ensuring their needs were met and their satisfaction was maintained. - Supported customers by actively listening to their needs and finding solutions, utilizing product knowledge and resources to provide accurate and helpful information. - Collaborated with team members to improve customer service processes and procedures, resulting in increased efficiency and customer satisfaction.
Customer service advisor
WNS - British Gas
10.2013 - 01.2016
- Assist customers with inquiries and provide information about products or services
- Handle customer complaints and resolve issues in a timely and efficient manner
- Taking inbound calls and capturing customers meter readings to provide them with their monthly payments due on their gas and electricity. Setting up debit orders for their electricity and gas provider to debit their account. Logging appointments to have their meters read or replaced if needed.
Debt Collector
Anthony Richards And Associates
02.2013 - 10.2013
- Contacting individuals who owe money to collect payments
- Negotiating payment plans with debtors to settle their debts
- Initiated communication with individuals who had outstanding debts, utilizing effective negotiation and persuasion skills to collect payments and resolve outstanding balances. Maintained accurate and detailed records of all communication and payment arrangements, ensuring compliance with company policies and regulations. Collaborated with other departments to develop strategies for successful debt collection and provided exceptional customer service throughout the process.
- Collecting payments from customers
- Tracking outstanding balances and following up with delinquent accounts
Education
Matric - undefined
Spes Bona High
11.2010
Skills
Communication Skills
Certification
Matric
Timeline
Client Relationship Manager
Discovery Health
07.2022 - Current
Senior Customer Service Consultant
Discovery Health
11.2018 - 07.2022
Customer Service Consultant
Discovery Health
01.2016 - 10.2018
Customer service advisor
WNS - British Gas
10.2013 - 01.2016
Debt Collector
Anthony Richards And Associates
02.2013 - 10.2013
Matric - undefined
Spes Bona High