CRM Software
Virginia Dire
Client Services Consultant
Roodepoort,GP
Summary
Professional Customer Services Consultant providing exceptional services to members, intermediaries, brokers, and suppliers, ensuring that lost calls are limited to maintain Service Level Agreement (SLA). Can multitask, target driven, motivated, punctual, and able to work under pressure. Solid team player with customer relationship management (CRM) and MS Office applications skills.
Overview
7
7
years of post-secondary education
Work History
Client Services Consultant
Universal Health care
8 2019 - Current
- Confirm benefits and claims
- Answer and resolve multiple telephonic queries from members, intermediaries, brokers, and suppliers, ensuring that lost calls are limited
- Provide excellent services to all medical aid members, suppliers, and brokers to maintain Service Level Agreement (SLA)
- Deal with all queries through to resolution (First time query resolution) and keeping clients up to date with their queries
- Resubmit amended or incorrectly rejected claims to the Back Office Department for reassessing or forward to the Clinical Department for PMB review or further review with the correct ICD10 code for Oncology, Mental Health, Chronic, PMB, Disease management and Wellness
- Check if the authorization is approved as PMB or not and check if the auth corresponds with the level of care claimed of a specific date of service
- Educate medical aid members about the product or scheme
- Logging of all queries on CRM Database and keeping up to date with policy and product changes
- Load an authorization for Specialists, Dieticians and Biokinets
- Check which Chronic or PMB condition the member is registered on and assist when necessary
- Assisting with written correspondence where necessary
- Assist with Credit Control and Membership queries.
Customer Service Agent
Aegis Global
7 2017 - 7 2019
- Receive large call volumes from the British citizens, assisting them with amending or their flight, cruise, land beach holiday and package holiday bookings.
Promoter
Eye on Marketing and Promotions
1 2009 - 10.2009
- Managed promotional booth setup, creating attractive displays to draw in potential customers. Enhancing customer experience with exceptional communication skills and friendly demeanor.
Education
Physical Sciences
Saint Enda’s Secondary School
Hillbrow, South Africa 04.2001 - 04.2008
Computer Networking And Telecommunications
Cornerstone
Randburg, South Africa2009
Biotechnology
University Of Johannesburg
Johannesburg, South Africa2010
Water Engineering
South West Gauteng College
Roodepoort, South Africa2015
Skills
Administrative and Office Support
Ability to handle confidential information
Able to multi-task and handle high volume workloads
Able to work under pressure
Calm and Professional
Call Centre Experience
Customer Relationship Management (CRM) Software
Escalation management
High Level Of Accuracy
Interpersonal Communication
Strong empathy
Teamwork and Collaboration
Professional Experience
Administration, Call center and Customer services
References
- Lungile Ntsele, Aegis Global, Team leader, 0814865475, 0114619000, lungile.ntsele@aegisglobal.com
- Niaz Osman, Universal Health care, Team leader, 0718971127, Niaz.Osman@universal.co.za
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft Office
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
Physical Sciences
Saint Enda’s Secondary School
04.2001 - 04.2008
Client Services Consultant
Universal Health care
8 2019 - Current
Customer Service Agent
Aegis Global
7 2017 - 7 2019
Promoter
Eye on Marketing and Promotions
1 2009 - 10.2009
Computer Networking And Telecommunications
Cornerstone
Biotechnology
University Of Johannesburg
Water Engineering
South West Gauteng College