Sinda Mbinyashe
Team Leader - Service Specialist
Western Cape
Summary
Accomplished Team Leader Coach at Discovery Health Medical Scheme, adept in team supervision and Microsoft Excel, enhanced team productivity significantly. Leveraged leadership and communication skills to mentor staff, driving high performance and customer service excellence. Proven track record in improving individual performance and achieving operational efficiencies.
Overview
7
7
years of professional experience
Work History
Team Leader Coach - Service Specialist
Discovery Health Medical Scheme
09.2019 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managing the team and striving towards a highly motivated, high performance and driven environment.
- Responsible for the performance management and disciplinary relations of staff.
- Staff planning and recruitment of staff, monitor incentive and ensure correct payment of incentive, on boarding of new recruits to the department.
- Building and growing the team as well as identifying talent in staff members with their current jobs as well as career development.
- Ensuring that service levels are maintained, handling the administrative functions required, identifying quality issues and taking corrective steps by actioning quality trends, measuring staff member’s performance against required standards.
- Multitasking and meeting allocated deadlines daily.
- Holding team meetings and communicating essential elements.
- Drive results and solutions through the team - Monitoring the staff's targets/ deadlines. Assisting with interviews.
Service Specialist - DHMS
Discovery Health Medical Scheme
11.2018 - 09.2019
- Receiving escalations from the Contact Center Consultants which require own discretion into solving problems using Standard Operating Procedures
- Action financial changes
- keeping clients up to date with their queries via e-mail and telephonically
- Ensuring quality customer service is given to all members
- .Assisting government members with any medical aid related queries.
- Assisting pensioners and staff with any queries pertaining to the medical aid
Extended Hours Consultant
Discovery Health Medical Scheme
08.2017 - 11.2018
- Assisting clients with claim and benefit queries.
- Assist with making financial changes as per client’s or broker’s request
- Receiving request from members into changing their medical aid plans to another of their choice.
- Responsible for admin work which may be communicated telephonically or via email to clients.
Education
NQF 5 - Generic Management
Training Force
Cape Town, South Africa 04.2001 -
Leadership Certificate - Foundation Peak Performance Program
Gordon Institute of Business Science
Cape Town, South Africa 04.2001 -
Bachelor of Technology - Business Management
Nelson Mandela Metropolitan University
Port Elizabeth 04.2001 -
National Diploma - Business And Financial Management
Nelson Mandela Metropolitan University
Port Elizabeth 04.2001 -
Grade 12 - Matric
Cathcart High School
Cathcart, South Africa 04.2001 -
Skills
- Team Supervision
- Teamwork and Collaboration
- Work Planning, Report Preparation
- Team motivation, Presentation Skills
- Customer service and Report Writing
- Time management
- Communication Skills
- Computer literacy
- Leadership
- Microsoft excel
- Documentation review
- Microsoft Word
- Microsoft Excel
Timeline
Team Leader Coach - Service Specialist
Discovery Health Medical Scheme
09.2019 - Current
Service Specialist - DHMS
Discovery Health Medical Scheme
11.2018 - 09.2019
Extended Hours Consultant
Discovery Health Medical Scheme
08.2017 - 11.2018
NQF 5 - Generic Management
Training Force
04.2001 -
Leadership Certificate - Foundation Peak Performance Program
Gordon Institute of Business Science
04.2001 -
Bachelor of Technology - Business Management
Nelson Mandela Metropolitan University
04.2001 -
National Diploma - Business And Financial Management
Nelson Mandela Metropolitan University
04.2001 -
Grade 12 - Matric
Cathcart High School
04.2001 -
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