Naeema Cole
Client Services Manager
Plumstead
Summary
I am an experienced Client Services Manager with over 20 years of Contact Centre experience in various industries. I am skilled in Management, Client Experience, Quality Management, Change Management and Project Management. I am a reputable, decisive problem solver with a wealth of experience building high performing teams. I am able to strategically create solutions which results in successful achievement of business objectives. My experience in the workplace enables me to develop extensive communication skills and understanding of people whilst bridging the gap between multiple teams, business units and technical platforms. I am a dynamic and agile leader who believes in building professional, meaningful and long lasting relationships with all stakeholders. I am passionate about people and aim to lead through inspiration, motivation and providing a solid foundation for growth and development, whilst ensuring client centricity is key with everything we do.
Overview
21
21
years of professional experience
9
9
years of post-secondary education
3
3
Certifications
Work History
Client Services Manager
PPS Investments
07.2017 - Current
- Manage daily operational functions within the client services/call centre environment
- Implement and maintain effective service standards to enhance quality, guide and direct team to achieve operational excellence, delivering service to superior standards
- Driving risk management initiatives
- Initiate change to improve quality, service and client experience
- Manage relationship with outsourced administrators’ and other stakeholders
- Accountable for technical decision making as well as effective and efficient management of work volumes
- Responsible for delivery on all business projects and initiatives
- Ensure business continuity and ease of business through various omni-channels
- Daily and monthly reporting
- Collaborate effectively with peers to achieve business results
Team Leader
Discovery Health
02.2010 - 06.2017
- Manage, guide and coached a team of Client Services Consultants to provide excellent service delivery and quality through Discovery Service Standards
- Continuously coach and support Client Services Consultants
- Monitoring and analyzing statistical reports and taking relevant action
- Managing staff performance
- Managing ad hoc projects
- Daily, weekly and monthly reports
Client Relationship Manager
Discovery Health
- Attending to existing & new members medical aid related queries
- Attending to claims queries
- Dealing with all queries through to resolution
- First time resolution (telephonically, via e-mail/letter and on a face to face basis) of escalated complaints from Intermediaries, Employers and Members
- Build and establish relationships at all levels with external partners and internal departments so as to ensure that timeous resolutions are found to any problem that might arise
- Analysing and summarizing reports and providing feedback to
- Management
Member Liaison Manager
Discovery Health
- Customized welcome program for Discovery Health members in a specific hospitals
- Ensure adequate quality of care for members in assigned hospitals
- Liaising with all levels of business and understanding of Discovery Health processes and protocols
- Maintenance of provider relationships in specific hospitals
- Providing a high touch personalised service to Discovery Health members, Health Providers and hospital staff
- Identifying opportunities that will enhance the service delivery to members
- Extensive networking
Client Services consultant
Discovery Health
- Attending to existing & new members medical aid related queries
- Following up on medial inquiry’s via telephone and email
- Maintain accurate details of all queries
- Actively display the Discovery Service Standards
Client Services Leader
Directfin Solutions
05.2002 - 08.2009
- Manage 40 consultants across various campaigns
- Organize and prioritize duties
- Identify trends and find solutions
- Promote and ensure that the client service delivered is of the highest quality and that the standard bar continues to be elevated
- Manage daily, weekly and monthly reports
Team Leader
Home Choice
09.2000 - 11.2001
- Managed 25 call centre agents
- Working towards achieving daily, monthly and weekly targets
- Recruitment & Selection for both day and night intakes
- Organize and prioritize duties
- Responsible for sorting of campaigns on company system
Education
Matric -
Cathkin High School
01.1995 - 12.1998
Information Technology 1 and 2 -
Oval International College
01.1999 - 12.2000
Long Tern Insurance Skill Programme -
DirectFin Training
01.2008 - 02.2009
Safe Practioner Certification -
Safe Agile
01.2020 - 12.2020
Collective Investment Schemes -
ASISA
01.2018 - 09.2018
Investment Foundation -
CFA Institute
01.2019 - 12.2019
Skills
Operations management
Project management
Communications
Certification
Safe Agile Practitioner
Timeline
Safe Practioner Certification -
Safe Agile
01.2020 - 12.2020
Investment Foundation -
CFA Institute
01.2019 - 12.2019
Collective Investment Schemes -
ASISA
01.2018 - 09.2018
Client Services Manager
PPS Investments
07.2017 - Current
Team Leader
Discovery Health
02.2010 - 06.2017
Long Tern Insurance Skill Programme -
DirectFin Training
01.2008 - 02.2009
Client Services Leader
Directfin Solutions
05.2002 - 08.2009
Team Leader
Home Choice
09.2000 - 11.2001
Information Technology 1 and 2 -
Oval International College
01.1999 - 12.2000
Matric -
Cathkin High School
01.1995 - 12.1998
Client Relationship Manager
Discovery Health
Member Liaison Manager
Discovery Health
Client Services consultant
Discovery Health