Rotondwa Nethenzheni
Pretoria
Summary
Dedicated professional with strong communication and problem-solving skills. Proven track record in data analysis and client relationship management, ensuring high levels of customer satisfaction and adherence to service level agreements.
Overview
17
17
years of professional experience
Work History
Special case Agent injury on duty
Medscheme
Centurion
05.2016 - 09.2025
- Company Overview: POLMED - Princeton (Centurion), South Africa
- Compiled monthly reports to provide timely insights and data analysis.
- Handled correspondence with SAPS and members via telephone and email, ensuring clear communication.
- Managed telephone enquiries and resolved complaints to maintain service level agreements.
- Oversaw account queries to ensure client satisfaction and adherence to protocols.
- Conducted recoveries on approved IOD cases to optimize financial outcomes.
- POLMED - Princeton (Centurion), South Africa
Customer service agent
Metropolitan Health Group
Pretoria
11.2010 - 11.2014
- Company Overview: Polmed - Pretoria
- Answer inbound calls and provide first call resolution
- Managed medical scheme operations to enhance service delivery.
- Verified customer details and profiles for accuracy and compliance.
- Provided front line customer support to address inquiries effectively.
- Handled claims and queries, ensuring timely resolution.
- Ensured compliance with all service level agreements (SLAs).
- Resolved complaints and account queries to improve customer satisfaction.
- Directed departmental project management initiatives for process improvement.
- Conducted follow-ups and gathered customer feedback for service enhancement.
- Polmed - Pretoria
Client service agent
Metropolitan health group
Braamfontein
01.2009 - 10.2011
- Company Overview: GEMS - Braamfontein
- Managed departmental projects to enhance operational efficiency.
- Handled customer complaints and account queries to improve service quality.
- Processed membership queries, ensuring prompt resolution of issues.
- Responded to telephone inquiries, providing accurate information.
- Followed up on customer feedback to identify areas for improvement.
- Addressed chronic queries to reduce resolution times and enhance satisfaction.
- GEMS - Braamfontein
Education
Higher Certificate - Occupational health & safety management
Oxbridge Academy
12.2024
Certificate - Call Centre and Computing
CORNERSTONE TRAINING
01.2009
Matric certificate - grade 12
Tshikorro secondary School
12.2006
Skills
Communication Process improvement
undefinedLanguages
Venda
Beginner
English
Beginner
Sepedi
Beginner
Tsonga
Beginner
Timeline
Special case Agent injury on duty
Medscheme
05.2016 - 09.2025
Customer service agent
Metropolitan Health Group
11.2010 - 11.2014
Client service agent
Metropolitan health group
01.2009 - 10.2011
Certificate - Call Centre and Computing
CORNERSTONE TRAINING
Matric certificate - grade 12
Tshikorro secondary School
Higher Certificate - Occupational health & safety management
Oxbridge Academy
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