Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

Nkhensani Kubai

Contact Centre Agent
Lakeside
Nkhensani Kubai

Summary

I am a self-starter with a proven track record in achieving set goals throughout my career. I am convinced that I have the required skills that would greatly benefit your organization. I possess a variety of competencies that set me apart from other candidates. I have enclosed with this letter my CV for your review and consideration, from it you will be able to see the different tasks I have performed in the past. However, what my CV cannot illustrate is my self-motivation, enthusiasm, passion for client satisfaction and ability to be a positive team player who strictly adheres to all standard procedures and set guidelines. I would greatly welcome the chance of an interview, where we will have the opportunity to discuss not only your company’s top priorities but also the performance you can expect from me. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

22
years of professional experience

Work History

Medscheme Holdings (Corporate Schemes)

Inbound Call Centre Agent
08.2022 - Current

Job overview

  • Taking calls, update contact details, assist with claim enquiries, confirm benefits, distributing foreign cover letters, statement, tax certificate, forms, and member guide to members.

Medscheme Holdings (Corporate Schemes)

Outbound Voice of Customer Agent
05.2009 - 07.2022

Job overview

  • Ensuring that the voice of the customer (VOC) surveys received is investigated
  • Contact members to understand their un-satisfaction of the resolution of their enquiries, listen to calls on Nice, complete Root Cause Analysis (RCA) form on Onemind (company’s work and instructions tool) and workflow it, update the VOC tracking sheet on SPP, Identifying process improvement
  • Assist with claim enquiries, confirm benefits, authorizations request, distributing tax certificate, forms and confirmation of membership, manual compile Gap Cover statement, updates contact details and provide member with the comprehensive and accurate feedback, assisting in Call Centre, monitoring of CMS (calls scan), pulling the report on CMS and assist on live chat.

Medscheme Holdings (Corporate Schemes)

Back-office support
01.2002 - 04.2009

Job overview

  • Amend Contact & personal details, principal member change, change commencement, load & update EFT, load & update debit order, Income change, register, resign & re-instate dependent, add & remove GWP, exclusions & LJP, pre-assess claims, notify member & practice by SMS, email, fax & mail correspondence of all action/amendment done, notify members & practice by fax, e-mail & mail about outstanding Information, resolve e-mail queries & assist with walk-in members.

Education

University Overview

  • Highest Grade Passed: Matric
  • N5 Marketing Management

Skills

Good Telephone Etiquette

Friendly, Positive Attitude

Teamwork and Collaboration

Attention to Detail

Task Prioritization

First Aid/CPR

Accomplishments

Accomplishments
  • Upskilled in the Ex-gratia role in the Corporate Schemes business unit., 2014, Handling Ex-gratia/financial assistance requests, prepare ex-gratia document for committee sittings, loading of EPA for accounts to pay as per approvals, communicate outcomes to members & assist with principal office/ fund manager escalation cases.
  • Participating in the Year-end Testing Project, 2018 up to date, Creating test scenarios for the execution of test cases, capture, reverse & reprocess the claim, load authorization, register dependent, load Mass & exclusion override to execute test cases, identifying defects, as well as logging these identified defects, document the test results, and refer defects to Test Analyst when test results do not function as required.
  • Participated in the 2019 Fusion Claims Pricing Project.
  • Attended training for modifiers, capturing, reprocessing, and reversing of claim.
  • Executive Award for my commitment to service excellence
  • Integrity Award
  • Top Performer for Back Office and Contact Centre

Timeline

Inbound Call Centre Agent
Medscheme Holdings (Corporate Schemes)
08.2022 - Current
Outbound Voice of Customer Agent
Medscheme Holdings (Corporate Schemes)
05.2009 - 07.2022
Back-office support
Medscheme Holdings (Corporate Schemes)
01.2002 - 04.2009
Nkhensani KubaiContact Centre Agent