Summary
Overview
Work History
Education
Skills
Timeline
Generic

Simphiwe Tshabalala

Contact Service Consultant
Clayville

Summary

Dynamic professional with extensive experience at Medscheme/Afrocentric Health, excelling in decision-making and customer engagement. Proven track record in processing authorizations and training new agents, while enhancing client satisfaction through effective communication and clinical advice. Committed to delivering exceptional service and fostering trust in every interaction.

Overview

8
8
years of professional experience
4
4
years of post-secondary education

Work History

Non-clinical Reviewer (Pre-auth Agent)

Medscheme /Afrocentric Health
Florida North
11.2018 - Current
  • Providing Customer Experience and is responsible for assisting customers’ needs. Through their engagements with the customer, they will need to build trust and connection and resolve requests with acknowledgement and care. Growing and maintaining knowledge and understanding of the customer journey and their emotional reactions. Delivering and enable excellence in all service moments to all stakeholders(Members, Providers, Employer groups, Intermediaries, Schemes). Providing personalized clinical servicing through the omni channel experience focusing on the overall care quality of interaction between our customers and the brand. Providing holistic care that is personalized and accessible, managing the care journey end to end. Committing to our service care charter striving to continuously make a positive difference.

Contact Centre Agent

Medscheme /Afrocentric Health
Florida North
05.2018 - 10.2018
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.

Mailroom Clerk

Medscheme/ Afrocentric Health
Florida North
10.2017 - 04.2018
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Weighed letters and packages and calculated costs based on classification, weight, and destination.
  • Maintained a well-organized mailroom, enabling quick retrieval of packages and correspondence for employees.
  • Prepared professional shipping labels using various software programs, ensuring legibility and accuracy for smooth transit of packages.

Education

National Certificate: Contact Centre And Business - Contact Centre

INSETA
18 Fricker Rd, Illovo, Sandton, 2196
10.2023 - 09.2024

High School Diploma -

Mitzvah School
Morningside, South Africa
01.2013 - 12.2015

Skills

Decision-making in terms of processing authorizations

Loading and releasing of authorizations

Updates on authorizations

Assisting with queries(telephonically , email and on the floor)

Providing clinical advice to clients

Updating departmental documents on SharePoint portal

Watching call centre ques and making sure available staff attends all calls and relevant SLA’s are met

Training and budding with new agents

Timeline

National Certificate: Contact Centre And Business - Contact Centre

INSETA
10.2023 - 09.2024

Non-clinical Reviewer (Pre-auth Agent)

Medscheme /Afrocentric Health
11.2018 - Current

Contact Centre Agent

Medscheme /Afrocentric Health
05.2018 - 10.2018

Mailroom Clerk

Medscheme/ Afrocentric Health
10.2017 - 04.2018

High School Diploma -

Mitzvah School
01.2013 - 12.2015

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Simphiwe TshabalalaContact Service Consultant