TUMELO MAKOE

The Consultants will work hand in hand with the Call

Centre, and provide support to CF Walk-in-Centres, both regionally and provincially.

The Consultants play an important communication link to the Employers wanting to electronically register, file, pay and obtain and generate a letter of good standing utilising the CF-Filing website.

This Standard Operating Procedure (SOP) is intended to define the service relationship between Interfile CF-Filing Consultants and Compensation Fund, thereby governing the service relationship with regards to turnaround times and escalation.

Increased credibility and client awareness by developing technical/non-technical marketing collateral and presentations, public relations campaigns, articles and newsletters.

Conducted market research and reported on clients' competition.

Collaborated with leadership in creating weekly bulletins, which were sent to all employees.

• Contributed to company achieving and holding industry-leading customer service ratings.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Educated customers on company systems, form completion, and access to services.
• Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
• Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Conferred with customers about concerns with products or services to resolve problems and drive sales.
• Maintained user account data by initiating account access and establishing in database.
• Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.
• 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.
• Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
• Automated processes to manage remote network.
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain 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.

• Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
• Delivered top-notch administrative support to office staff, promoting excellence in office operations.
• Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks.
• Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
• Prepared and distributed team-based communications to foster collaboration and enhance team morale.
• Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
• Checked pricing, signage and display information for accuracy, making changes for events and promotions.
• Provided direction, support and ongoing feedback to UIC and DG
• Identified and boosted ROI opportunities for new business systems by collaborating with internal staff and third-party representatives.
• Assisted management with supervision of store.
• Utilized company tools to identify opportunities and develop action plans to improve performance.
• Planned, coordinated, and executed all merchandise calendar direction, campaigns, and sales promotions.
• Balanced duties of Associate while also functioning as Head Clerk.
• Identified opportunities to drive traffic into store through community events.
• Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
• Proofread and edited professional business documents prior to release and request for approval.
• Consistently reviewed payroll, ensuring appropriate staff levels at all times.
• Controlled inventory stock levels, reordering as necessary within budget.

• Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
• Maintained strong knowledge of basic medical terminology to better understand services and procedures.
• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Verified client information by analyzing existing evidence on file.
• Determined appropriateness of payers to protect organization and minimize risk.
• Observed strict procedures to protect sensitive patient information, including medical records and payment data.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.
• Posted payments to accounts and maintained records.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Maintained excellent attendance record, consistently arriving to work on time.