Reading, travelling and Art
Nompumelelo Mgaga
Contact Centre Agent
Johannesburg ,GP
Summary
Experience client services consultant with over 5 years of experience in Group Health insurance. Excellent reputation for resolving problems and improving customer satisfaction.
My experience in medical aid administration has increased my knowledge of schemes rules and regulations as well as understand PMB legislation.i work well within a Team and I'm able to take instructions from all levels and build up good working relationships with all colleagues. I posses good time management skills
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Contact Centre Agent
Afrocentric Health Group
Florida Rooderport , Gauteng
2018.12 - 2022.04
- Assisted customers by answering questions and responding to inquiries.
- Educated customers on company systems, form completion and access to services.
- Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.
- Answered over Number calls per shift to meet fast-paced call center demands.
- Entered customer information into customized computer system with Software to document and organize client records.
- Addressed customer account discrepancies and concerns.
- Maintained and managed customer files and databases.
- Maintained user account data by initiating account access and establishing in database.
- Resolved over Number customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Established and fostered strong Type and Type relationships through application of excellent interpersonal skills.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Promoted available products and services to customers during service, account management and order calls.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Recommended products to customers, thoroughly explaining details.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer requests for products, services and company information.
Client Services Agent
Momentum Metropolitan Health
Braamfontein , Johannesburg
2013.08 - 2017.05
- Maintained accurate record-keeping with proactive attention to client information updates.
- Responded to customer calls and emails to answer questions about products and services.
- Called existing and prospective customers to evaluate desires and offer Product or Service options.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Handled Type customers in fast-paced Type setting in coordination with solid team of Number customer service associates.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Introduced clients to available online resources and services to increase convenience.
- Promptly responded to inquiries and requests from prospective customers.
- Recommended products to customers, thoroughly explaining details.
- Delivered prompt service to prioritize customer needs.
Education
Matric - NQF Level 4
Nkosibomvu Secondary School
Kzn 2002.01 - 2006.12
Skills
Licensed Insurance Agent
Accomplishments
I got an an opportunity to act as an Regional Coordinator for a Gems walk-in center. I supervised a number of 5 help desk consultants 2 security guards and a cleaner. I was responsible for office administration and maintenance of office daily reports
Interests
Timeline
Contact Centre Agent
Afrocentric Health Group
2018.12 - 2022.04
Client Services Agent
Momentum Metropolitan Health
2013.08 - 2017.05
Matric - NQF Level 4
Nkosibomvu Secondary School
2002.01 - 2006.12
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