Wendy Mngoma
Customer Success Analyst
Spruitview, Johannesburg
Summary
Dedicated and results-oriented Customer Success Analyst with a demonstrated history of excellence in Client Support Consultation. Proven adeptness in problem-solving and troubleshooting, coupled with a commitment to a 'client-first' approach. Passionate about enhancing customer satisfaction and adept at cultivating meaningful client relationships.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Customer Success Analyst
Healthforce/Kena Health
6 2023 - Current
- Developing standard operating procedures and internal processes related to program.
- Managing onboarding and offboarding processes for Independent Clinic Pharmacies, Dischem clinics, and Nurses on Asana/Jira.
- Facilitating support-related inquiries, collaborating with Product and Engineering teams and delivering timely resolutions within the specified Service Level Agreements (SLA).
- Receiving Inbound and Outbound calls, chats, and email queries
- Collaborating with doctors and nurses to ensure adherence to Service Level Agreement (SLA) times, thereby ensuring delivery of efficient services to patients.
- Leveraged CRM tools to track customer interactions, maintaining accurate records for future reference and analysis purposes efficiently.
- Developing surveys for monthly or quarterly completion by both internal and external staff, as well as customers.
- Conducting comprehensive research studies to gain insights aimed at enhancing customer satisfaction and improving application efficiency for an enhanced service experience.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Reviewing internal systems and organize training plans to address areas in need of improvement.
Client Support Consultant
Healthbridge (Pty) Ltd
09.2016 - 05.2023
- Providing technical support via Teamviewer/Anydesk (remotely connecting to clients PCs/Laptops)
- Assisting with application software installations
- Troubleshooting and debugging issues affecting Healthbridge (PTY) LTD software and applications
- Provided suggestions for process, application or documentation improvement.
- Assisting clients with capturing medical aid claims
- Liaising with medical aids on claim queries and Logging call and queries on the internal system (CRM)
- Attend to email queries and logged queries from both external and internal clients
- Data capturing (ensure that clients details is always up to date and correct) on CRM system and relevant platforms.
- Ensuring that assigned cases are resolved within pre-requisite times
- Liaise with third party Practice Management Application support teams to fix issues that may affect Healthbridge (PTY) LTD Software.
- Assisting with handover documents and training of new staff
Inbound Customer Service Representative
Merchants Telecommunications (Cell C)
05.2015 - 08.2016
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Generated new and repeat sales by offering timely product, service and technical information.
- Maintained and managed customer files and databases.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Trouble shooting and network settings
- Assisting customers with loading data, airtime, and changing network settings on BEAM system
- Deactivating/Blacklisting and Reactivating cellphone contracts.
Quality Assurance Agent (QA)
Ignition Group
10.2014 - 05.2015
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Prepared variety of different written communications, reports and documents.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Promoted adherence to quality standards by educating personnel on quality control.
- Collected and analyzed data and initiated improvements to increase security and performance.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Developed team communications and information for meetings.
- Developed and maintained courteous and effective working relationships.
Telesales Agent
Ignition Group
01.2014 - 05.2015
- Keeping up with the latest market trends and up to date on product knowledge
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Completed daily cold calling and outreach to build sales pipeline.
- Adherence to all Company policies and procedure
- Followed up with customers to solicit further sales.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Built relationships with customers using strong persuasion and active listening skills.
- Objection handling customers and able to close a sale
- Dealing with and resolving customer complaints and concerns
- Verifying details on various systems
Education
High School Diploma -
Lenarea Secondary School
Durban 01.2009 - 12.2013
Skills
CRM: Proficient in using Customer Relationship Management (CRM) tools for efficient customer management
Project Management: Experienced in utilizing JIRA, Confluence, and Asana for project planning, collaboration, and documentation
Data Analysis: Skilled in data visualization and analysis using Power BI
Technical documents comprehension
Application support
Spreadsheets: Efficient in Microsoft Excel for data organization, analysis, and reporting
Interpersonal Communication
Multitasking
Additional Information
Drivers License
Code 10
References
Company : Healthforce/Kena
Name: Brian Soni
Position: Team Leader
email: brians@healthforce.io
Contact: 072 617 5248
Company : Healthbridge
Name: Ruwayda Domingo
Position: Manager
email: ruwayda.domingo@healthbridge.co.za
contact: 0833755054
Company : Merchants Telecommunications (Cell C)
Name: Sibusiso Radebe
Position: Team Leader
email: sibusisosradebe@cellc.co.za
contact: 074 552 1264
Company : Ignition Group
Name: Jonathan Hills
Position: Team Leader
email: jonathan@ignitiongroup.co.za
contact: 062 369 4363
Don't hesitate to reach out if you need any documentation—I'm happy to provide it via email upon request.
Timeline
Client Support Consultant
Healthbridge (Pty) Ltd
09.2016 - 05.2023
Inbound Customer Service Representative
Merchants Telecommunications (Cell C)
05.2015 - 08.2016
Quality Assurance Agent (QA)
Ignition Group
10.2014 - 05.2015
Telesales Agent
Ignition Group
01.2014 - 05.2015
High School Diploma -
Lenarea Secondary School
01.2009 - 12.2013
Customer Success Analyst
Healthforce/Kena Health
6 2023 - Current