Virginia Sharda Doravaloo
Centurion ,PRETORIA
Summary
I am dedicated to enhancing customer service and driving sales success, aligning closely with organizational goals. With 20 years of robust experience in customer service, I have effectively managed call center operations at Mr. Price Group, Ascendis Health, Healthgarde International, and Southern Medical Group. My extensive background equips me with the necessary skills to contribute to company growth and performance metrics.
Throughout my career, I have successfully overseen various customer-facing initiatives, consistently prioritizing customer satisfaction and engagement. I possess deep expertise in managing complex caseloads and coordinating multifaceted services tailored to meet diverse client requirements. My proficiency in case documentation and communication has led to improved client outcomes and operational efficiency.
Moreover, I have a proven track record in conflict resolution and exhibit a strong capacity for empathetic engagement while maintaining professional boundaries. As a results-oriented professional, I have consistently exceeded performance targets and effectively driven success in high-pressure environments. By combining strategic analytical thinking with practical experience, I am committed to delivering impactful solutions that enhance overall organizational performance.
Overview
13
13
years of professional experience
Work History
AI Internal Sales & Case Coordinator
Southern Medical Group
10.2021 - Current
- To ensure the seamless flow of processes from quoting, ordering, and delivery of Acoustic Implant systems and accessories to the end-user
- Invoicing of audiologists or recipients for Acoustic Implant systems, upgrades, accessories, surgeries
- To effectively communicate information back to the team, to continually improve services delivered to clients and clinics
- To know the portfolio of products
- Keeping track of Acoustic implant demo stock and backup implants
- To commit to a 24-hour, reply time to all customer queries and ensure that issues are dealt with promptly by escalating them to the correct person (i.e., clinical specialist, manager, or account query)
- To ensure that client data is continually updated and corrected on the system(Microsoft Dynamic- Navision)
- Ordering Acoustic surgical & systems stock on the online ordering system
- Check bank deposits daily and action any payments made i.e., invoice or place an order
- Attend staff meetings monthly, and report back on departmental matters
- Assist clinical support personnel with urgent situations/queries
- Attend weekly training to obtain a thorough knowledge of implantable hearing solutions
- Acoustic Implant product troubleshooting for walk-in customers and support to field staff for clinical troubleshooting
- To assist in general office tasks and miscellaneous duties
- Management of Baha loaners and or trials
- Working on Elixir Live: Claims submission
- Pre-Auth support assisting with the submission of requests for authorizations to medical aid on behalf of a clinic and Southern ENT
- Manage large amounts of incoming calls & emails
- Generating Insurance quotes for Acoustic Implants, hearing devices, and Interton
- Ensuring that surgeries are booked, and execution of surgery has taken place
- Raising of Credit notes
- Daily contact with medical aid to follow up on existing claims and payments
- Weekly filing of patient information and documentation for AI & Osia
- Assisting with monthly stock take on CI,AI & Resound stock
- Management of the repair process for both Osia implant and Baha sound processors and accessories according to focused areas
- Established trust with clients through empathetic listening and respectful engagement, fostering positive working relationships.
- Preparing Trending at quarterly team meetings and annual management reviews.
- Transferring and booking out of surgical stock prior to the surgery taking place, booking of appointment of surgery on the calendar.
- Coordinated with healthcare professionals to ensure comprehensive support for clients, improving their overall well-being.
- Streamlined case documentation process, ensuring efficient and accurate record-keeping.
- Collaborated with interdisciplinary teams to develop holistic support plans, enhancing client care coordination.
- Efficiently managed caseloads while prioritizing urgent cases to ensure prompt attention was given when needed most.
- Delivered exceptional after-sales support by coordinating effectively between customers and internal departments involved in resolving queries/complaints swiftly.
- Facilitated workshops for clients on self-advocacy and empowerment, building their confidence to navigate challenges.
- Documented each patient's activity in program-specific databases.
- Completed various administrative tasks such as making phone calls, answering emails, and inputting data into systems.
- Advocated for clients in various settings, ensuring their voices were heard and needs addressed.
Center/Customer Service Manager
Healthgarde International Southern Africa
01.2020 - 01.2021
- Sound and meaningful relationship-building with partners
- Effective and efficient call center/ Centre management & Customer query Management
- Training and coaching of staff to meet company standards & drive continuous improvement
- Customer Service Measurements dashboard and CSI index, ensure relevant system support
- Selective market and sales surveys, as internal and external team satisfaction
- Enhance Team's ability to reach and exceed their functional expectations so that the business objectives are met
- Ensure sales, marketing, and operations integration with regular feedback and corrective action
- Weekly and monthly dashboard reporting with corrective action
- CRM system implementation with daily, weekly, and monthly tracking
- Continuous improvement of processes and procedures to ensure an exceptional customer experience
- Assist as and when required in duties required by staff
- Constructively challenge status, resource management, planning, and allocation
- Responsible to ensure the team is ready to provide service on new products, promotions, and incentives with relevant training and skills development
- Pro-active efficiency improvement projects
- Ensure compliance with company policies, procedures, and requirements
- Ensure seamless integration with all other departments to present a unified customer face and experience in the field
- Overall professional housekeeping and always maintaining a corporate professional image
- Supervision of daily operations of all customer service activities, order processing, pricing, discount practices, promotional implementation, stock availability, and administration processes
Senior Customer Service Agent
Ascendis Health Direct
01.2017 - 01.2020
- Company Overview: Healthgarde International bought Ascendis Health
- Capture & Release Orders and Check proof of payments
- Telephone orders
- Monthly printout on Director and above statements
- General Query Follow-ups
- Raising Coupons
- Matrix Queries and changes
- Verifying Partner' Banking details
- Monitoring Of In-house CRM system
- Assisting Directors with Sales and Growth in their Field
- Assisting with re-enrolment and new leads
- Allocating Stock to Different Depots and Centres
- Assisting international & Local Depots with Sales, Marketing, and Growth planning
- Liaising with Couriers (Tracking of parcels)
- Raising Claims & Credit notes
- Daily Cash summary withdrawals
- Administer & ensure compliance with all sales objectives
- Personal presentation on how to grow a team/business on downlines
- Customer focus, handling complaints and queries from customers to identify the root cause and resolve the issue
- Responding to internal & external queries on the Wecare facility
- Monthly Registers & DSS (South Africa & Nigeria)
- Unlocking online accounts for customers
- Healthgarde International bought Ascendis Health
Customer Care Team Manager
Mr. Price Group
01.2012 - 01.2017
- Managing an inbound customer team(60) with service levels and ensuring local and international customer satisfaction
- Monitoring daily(4500) calls/monthly stats and staff performance and activities including resource planning
- Carrying out monthly reports and CMS reports for the group
- Drive and achieve monthly team and department targets
- Collates monthly incentives for team
- Monitoring of agent's split skills & Social media status daily
- Responding/Monitoring to Facebook, Twitter, and Hello Peter posts
- Collate and communicate monthly QA results and performance trends
- Management of call and process/compliance quality through weekly call quality audits
- Provides direct supervision to all assigned workers / or program participants
- Regularly monitor e-commerce sites' activities and report any situation that appears out of the norm to the immediate supervisor
- Maintains quality checks to ensure that processing and shipping metrics are being met and liaising with OTD and the courier company
- Assisting customers with postal or other shipping services mailing/shipping requirements
- Unlocking online accounts for International and Local clients
- Store picks for International and Local clients
- Issuing vouchers to customers
- Replacement Orders to customers for damaged Items
- Live chats with International and Local clients
- Monthly overtime and Registers are done monthly
- Assist in identifying opportunities for further cost reduction
- Manage the daily, weekly, and monthly KPA performance against benchmarks
- Location of stock in stores on Data Base Item performance
- Managing complaints/escalations and callbacks/feedback
- Coordinate team meetings and meeting deadlines and adhere to department goals
Education
Afrikaans, English, Accounting, Computer Studies, Business Economics, Biology
HOERSKOOL LOUIS TRICHARDT
Louis Trichardt, South AfricaSkills
- People skills
- Self-motivated
- Team leadership
- Decision-making & Effective Listening
- Communication & organizational skills
- Computer Literacy & Microsoft Office knowledge
- Experience with MS Office
- Excel & Word
- Customer focus
- Ability to work under pressure
- Delegation & Creativity
- Conflict handling
- Turnaround time focus
- Willingness to learn
- Time management & Progress Tracking
- Quality assurance
- Patient care expertise & Relation Building
- Staff supervision & Goal Oriented
- Strong negotiation & Patient Care
- Teamwork and collaboration
Personal Information
- ID Number: 8601200130083
- Age: 39
- Ethnicity: Coloured
- Dependents: 1
- Health Status: Excellent
- Gender: Female
- Nationality: South African
- Driving License: Code B
- Marital Status: Married
Languages
English
Afrikaans
Additional Information
- Southern Medical Group - Subashni (083 777 0599)
- Ascendis & Healthgarde - Isabel (082 457 1490)
- Mr Price Group - Nicole (081 501 2168)
Timeline
AI Internal Sales & Case Coordinator
Southern Medical Group
10.2021 - Current
Center/Customer Service Manager
Healthgarde International Southern Africa
01.2020 - 01.2021
Senior Customer Service Agent
Ascendis Health Direct
01.2017 - 01.2020
Customer Care Team Manager
Mr. Price Group
01.2012 - 01.2017
Afrikaans, English, Accounting, Computer Studies, Business Economics, Biology
HOERSKOOL LOUIS TRICHARDT
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