Wendy Mngoma
Spruitview, Johannesburg
Summary
Dynamic professional with a strong work ethic and adaptability, skilled in building meaningful client relationships to enhance satisfaction. Proven ability to work independently while quickly mastering new skills. Committed to a "client-first" approach, ensuring excellence in service delivery and customer engagement.
Overview
11
11
years of professional experience
Work History
Customer Success Analyst
Healthforce/Kena Health
Rosebank Gauteng
06.2023 - 07.2024
- Communicated with customers via telephone, live chat, and web communication channels.
- Facilitated machine updates and resolved system errors through remote technical support.
- Managed onboarding and offboarding processes for independent clinic pharmacies, Dischem clinics, and nurses.
- Developed standard operating procedures and internal processes related to the program.
- Cultivated strong client relationships from initial introduction to sustain long-term success.
- Collaborated with cross-functional teams such as marketing, sales, engineering, and operations to ensure alignment of goals across departments.
- Performed root cause analysis on recurring issues reported by customers to prevent future occurrences.
- Compiled research data, and gave professional presentations highlighting findings and recommended optimizations.
- Reviewed internal systems and organized 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
- Proposed improvements for workflows, systems, and documentations.
- Streamlined process for submitting 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.
- Maintained timely resolution of assigned cases.
- 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
DurbanSkills
- 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 document comprehension
- Application support
- Spreadsheets are efficient in Microsoft Excel for data organization, analysis, and reporting
- Workflow documentation
Languages
- English
- IsiZulu
- Xhosa
- Sotho
Drivers license:
Code 10 obtained
References
References available upon request.
Timeline
Customer Success Analyst
Healthforce/Kena Health
06.2023 - 07.2024
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
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