Natasha Sonija Marshall
Client Relations Consultant
Florida Park
Summary
Experienced with managing client relationships and ensuring client satisfaction through effective communication. Utilizes problem-solving and conflict resolution skills to address client concerns promptly.
Overview
30
30
years of professional experience
2
2
Languages
5
5
years of post-secondary education
Work History
Client Relations Consultant
CAMAF
12.2018 - Current
- Company Overview: CHARTED ACCOUNTANTS MEDICAL AID FUND
- Professional customer services work at an advanced level involving answering phone calls and resolving queries and complaints.
- Provide assistance to walk-in-members and suppliers, following established Procedures.
- Perform administrative work to resolve the members’ queries and complaints.
- Resolving members’ and Suppliers enquiries and complaints and providing information and educating the members responding to emails, writing letters in order to ensure good customer service to all Scheme members.
- Telephonic liaison and written response to members and suppliers.
- Search files and records for information related to complaints/queries and determine solutions to the problems according to the company’s policy and procedures (telephonically or in written format).
- - Meet with members and suppliers that wish to deal directly with a consultant.
- - Liaison with all internal departments and Healthcare partners.
- CHARTED ACCOUNTANTS MEDICAL AID FUND
Client Relations Consultant
Sanlam Health
05.2015 - 12.2018
- Company Overview: CAMAF (Chartered Accountants Medical Aid Fund)
- Professional customer services work at an advanced level involving answering phone calls and resolving queries and complaints.
- Provide assistance to walk-in-members and suppliers, following established Procedures.
- Perform administrative work to resolve the members’ queries and complaints.
- Resolving members’ and Suppliers enquiries and complaints and providing information and educating the members responding to emails, writing letters in order to ensure good customer service to all Scheme members.
- Telephonic liaison and written response to members and suppliers.
- Search files and records for information related to complaints/queries and determine solutions to the problems according to the company’s policy and procedures (telephonically or in written format).
- - Meet with members and suppliers that wish to deal directly with a consultant.
- - Liaison with all internal departments and Healthcare partners.
- - Complete all related administration work.
- - Provide feedback to members’ , Healthcare suppliers on the enquiry/complaint.
- CAMAF (Chartered Accountants Medical Aid Fund)
Customer Care Consultant (Call centre)
PMSA
04.2008 - 04.2015
- Company Overview: Professional Medical Scheme Administrator
- Rendering professional and quality service to all internal and external clients.
- Receiving all telephonic or written enquiries from both internal and external clients and answering these enquiries efficiently.
- Communicate via phone, fax or e-mail to clients to conclude enquiries.
- Facilitating corrections by routing enquires to other departments and providing feedback on resolution.
- Prioritizing customer needs to enquire satisfaction.
- Applying critical thinking and problem solving skills to solve customer problems.
- Maintain sound knowledge of Scheme rules, processes and systems.
- Compile correspondence to members, brokers and providers in order to supply them with required information.
- Prepare submission of priority and stale claim request on behalf of clients.
- Scrutinising member and provider accounts in order to calculate payments or outstanding payments by referring to Nappi codes/ agreed tariff codes /reason codes.
- Contribution to the team's success by meeting and exceeding the SLAs.
- Maintain service levels as per agreement with the scheme.
- Assisting in different areas where there might be as sudden influx of work.
- Assist with special projects as per instruction.
- Professional Medical Scheme Administrator
Customer Care Frontline Consultant
Ingwe Medical Aid
01.2008 - 03.2008
- Attending to all walk-in clients.
- Complete application forms for foreign students.
- All broker queries.
- Giving clients training on their plan and how it works.
- Faxing all required information.
- Typing letters for foreign student for visa requirements.
Customer Care Consultant (Administration)
Ingwe Medical Aid
02.2005 - 12.2007
- Reconciliation of accounts.
- Telephonic and written feedback to members, providers, brokers & companies.
- Email queries: Feedback via email. Turnaround time of 24 hours.
- Group queries: Union business; consulting with union representatives.
- Frontline: Consulting with clients that visit company regarding queries. Helping foreign students with accounts, queries and understanding their medical aid.
- Training of new staff: One-on-one training; detailed explanation of procedures.
- Cheque replacements/lost/stale/incorrect payments.
- New applications: Assist with completing forms and explaining detail.
- Management queries: Dealing with high priority queries and giving feedback in detail to Executive Officers or Operations Management.
- Staff management: In absence of Manager/Supervisor, I would take care of all duties that needed urgent attention.
- Switchboard duty: Relieving when necessary on Philips Sopho Switchboard.
Customer Care Consultant (Call centre)
Ingwe Medical Aid
05.2001 - 01.2005
- Inbound: Receiving calls from members, providers and brokers, and giving information on products and status of claims.
- Outbound: Returning calls to give updates/feedback on queries, as well as updating records on information to insure we have the most current contact info on clients.
- Self-resolution of queries: Making sure queries have been resolved.
Customer Care Consultant (Administration)
Fedsure Health
01.1999 - 04.2001
- Responsible for group queries closed schemes (these are private companies).
- Frontline: Seeing members in reception and dealing with the query immediately.
- Investigation of all claims and detailed feedback.
- Provider queries and payments: Printing and reconciling.
- Telephonic and written queries: Feedback given in writing.
- Helping with completing application forms.
- Helping with completing chronic application forms. Following up on approval then making sure delivery is made speedily.
Customer Care Consultant (Administration)
NMA Group
01.1997 - 01.1999
- Inbound: Receiving calls from members, providers and brokers. Gave information on products and status of claims.
- Outbound: Returning calls to give updates/feedback on queries, as well as updating records on information to insure we have the most current information on clients.
- Self-resolution of queries: No administration department and call centre agent dealt with the queries themselves.
Administration clerk
MA Essop Attorneys
06.1995 - 05.1996
- Typing of all documents
- Arranging Diary
- Petty Cash
- Incoming and outgoing calls
- Offices duties
- Ordering stationery
- Making appointments
- Dicta phone and short hand
Education
High School - Afrikaans, English, Typing (40 wpm), History, Biology, Business Economics
NOORDGESIG SECONDARY
01.1989 - 01.1994
Intec - Economics and Business Studies
No Degree - MS-DOS, Word processing, Computer Skills
Educon Training Centre JHB
Johannesburg, South Africa 04.2001 - 01.1995
No Degree - Technology Education
Upskillist
Online 04.2001 -
Skills
CRM software
Customer relations
Training and mentoring
Team building
Typing
Dictaphone
Shorthand
Time Management
Adaptability
Communication
Problem solving
Interests
Creative arts
Timeline
Client Relations Consultant
CAMAF
12.2018 - Current
Client Relations Consultant
Sanlam Health
05.2015 - 12.2018
Customer Care Consultant (Call centre)
PMSA
04.2008 - 04.2015
Customer Care Frontline Consultant
Ingwe Medical Aid
01.2008 - 03.2008
Customer Care Consultant (Administration)
Ingwe Medical Aid
02.2005 - 12.2007
Customer Care Consultant (Call centre)
Ingwe Medical Aid
05.2001 - 01.2005
No Degree - MS-DOS, Word processing, Computer Skills
Educon Training Centre JHB
04.2001 - 01.1995
No Degree - Technology Education
Upskillist
04.2001 -
Customer Care Consultant (Administration)
Fedsure Health
01.1999 - 04.2001
Customer Care Consultant (Administration)
NMA Group
01.1997 - 01.1999
Administration clerk
MA Essop Attorneys
06.1995 - 05.1996
High School - Afrikaans, English, Typing (40 wpm), History, Biology, Business Economics
NOORDGESIG SECONDARY
01.1989 - 01.1994
Intec - Economics and Business Studies
Languages
English
Afrikaans
Future Studies
Business Management Diploma (NQF level 6), Communication, Management 1, Management 2, Management 3, Economics, Financial Accounting 1, Financial Accounting 2, Principles of Business Law, Marketing Management 1, Small Business Entrepreneurship, Concepts of Management Computing
Transport
Own transport
Dependants
1, 16
Personal Information
- ID Number: 741210 0114081
- Criminal Record: None
- Gender: Female
- Marital Status: Single
Reading and Poetry
Languages: Afrikaans and English (fluent).
Operating Systems
- Anita
- Medware
- Sol (swift)
- Excel – Windows - Word
- Grabber
- IMed
- Cubed
Future Studies
Business Management Diploma (NQF level 6), Communication, Management 1, Management 2, Management 3, Economics, Financial Accounting 1, Financial Accounting 2, Principles of Business Law, Marketing Management 1, Small Business Entrepreneurship, Concepts of Management Computing
Transport
Own transport
Dependants
1, 16
Personal Information
- ID Number: 741210 0114081
- Criminal Record: None
- Gender: Female
- Marital Status: Single
Reading and Poetry
Languages: Afrikaans and English (fluent).