Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
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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

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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
Wendy MngomaCustomer Success Analyst