Years of professional experience
Ziya Tunzi
Client Service Consultant And Administrator
Cape Town
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
9
9
Work History
CLIENT SERVICE ADVISOR
GEMS (DENTAL DEPARTMENT)
Century City
10.2023 - Current
- Answer calls and respond to customer requests
- Assist with Claims and pre-auth enquiries
- Capturing of ICD 10 codes to quotes Provide overview of ICD 10 codes
- Provide customers with product and service information
- Identify, research, and resolve customer issues using in-house operating system
- Complete call logs and reports Assisting irate members and escalating when required to senior agents or team leader
- Ensure that productivity levels are maintained, and quality standards are always met
- Performing daily administrative functions and accurately capturing required information for various CRM systems Adhere to and support Company policies and practices
- Ensure that cases are reviewed and actioned
- Monitor Average Handling Time in line with standards
- Adhere to work schedule, occupancy, and monitoring workflow
- Ensure that SLA is adhered to, and cases are completed within agreed SLA times
- Maintain customer quality according to set standards and business processes
- Ensure full compliance with business processes, legislation, and standard operating processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Utilized active listening skills to identify customer needs and provide appropriate solutions
CUSTOMER ADVISOR
Web-help (Very & Little-woods)
CapeTown
04.2021 - 12.2021
- Assisting customers in expediting orders Correcting post-sale problems using variety of software tools to navigate customer accounts
- Research and review policies and communicate effective solutions prioritizing and handling all incoming calls, voicemails, and mobile queries Rescheduling time for the deliveries Data capturing Liaising between internal departments & external service providers to solve customer queries
- Assessing any service failure to identify the route cause and take appropriate action Offering of client service function and ensuring that quality service levels is delivered always Ensure similar failures are avoided
- Taking ownership of customer and ensuring their needs are met as soon as possible.
CUSTOMER ADVISOR
Web-help (Very & Little-woods)
Cape Town
04.2021 - 12.2021
- Assisting customers in expediting orders Correcting post-sale problems using variety of software tools to navigate customer accounts
- Research and review policies and communicate effective solutions prioritizing and handling all incoming calls, voicemails, and mobile queries Rescheduling time for the deliveries Data capturing Liaising between internal departments & external service providers to solve customer queries
- Assessing any service failure to identify route cause and take appropriate action Offering of client service function and ensuring that quality service levels is delivered always Ensure similar failures are avoided
- Taking ownership of customer and ensuring their needs are met as soon as possible.
PROJECT ADMINISTRATOR
WCG-Department of Health: Information Management
Tygerberg Hospital
07.2017 - 06.2019
- Responsible for capturing meeting minutes
- Process DITCOM applications (DITCOM is a form to be completed when requesting ICT and Non-ICT services to the department, e.g., software or hardware) Manage boardroom bookings and arrange venues for meeting
- Capture VOIP project documentation e.g., Users List spreadsheet (users' information), equipment list) Planning VoIP projects rollout dates with the programme manager Communicate with Facilities representatives (Hospitals and Clinics) and external service providers LOGIS System Knowledge Complete a LOG 1 requisition form Tracking VoIP Project deliverables and milestones
- Managing the VoIP user list project including Quality Assessment Coordinate weekly meetings to update about the project Manage and schedule Deputy directors and Project Managers meetings Process VoIP Application forms Attend programme management meeting Communicate Project Requirements to all stakeholders Prepare VoIP Presentations Set up project meeting meetings for the department and one on one with my Manager
CUSTOMER SERVICE AGENT
Lewis Group Head office
Woodstock
06.2016 - 05.2017
- Assisting customers to log a complaint Log calls, emails and faxes on the system Prioritizing and handling all incoming calls, voicemails and mobile queries Assessments of all inbound communication and categorizing the type of complaint
CUSTOMER SERVICE AGENT
Takealot.com Mr D(FNB)
Cape Town
05.2015 - 02.2016
- Assisting customers in expediting orders Correcting post-sale problems using a variety of software tools to navigate customer accounts Research and review policies and communicate effective solutions Prioritising and handling all incoming calls, voicemails and mobile queries Rescheduling time for the deliveries Data capturing Liaising between internal departments & external service providers to solve customer queries
- Assessing any service failure to identify the route cause and take appropriate action Offering of a client service function and ensure that quality service levels are delivered always Ensure similar failures are avoided
- Taking ownership of a customer and ensure their needs are met as soon as possible.
COLLECTION AGENT
Tenacity Financial Service
Parow
11.2013 - 05.2014
- Collecting accounts in arrears Servicing Ackerman's and Dunn's Accounts Performing of an administrative function Collecting on both early and late-stage accounts Updating of client's details and data capturing Ensuring that monthly targets are reached Analyzing the customer's payment history and renegotiating payments with clients if necessary, offering a client service function and maintains quality service by following organization standards
- Explain for clients the types of services that are to be provided and appropriate steps.
COLLECTION AGENT & ADMINISTRATION CLERK
Fenwick Boshoff Attorneys
Belville
So - 11.2013
- Collecting on arrear accounts Servicing Ackerman's and Dunn's accounts Performing of an administrative function and general office duties (faxing, typing and emailing)
- Collecting on both early and late-stage accounts on loans Updating of client's details, data capturing Ensuring that monthly targets are reached Analyzing the customers' payment history and renegotiating payments with clients if necessary The offering of a client service function maintains quality service by following organization standards
- Provided appropriate steps and advice to assist the client to reduce risk of being blacklisted Tracing missing debtors, processing admin orders and assisting with debt review
- Answered over 50 calls each day on multi-line telephone systems
ADMINISTRATION CLERK (Substitute)
Mfuleni Primary School (WCED)
Cape Town
07.2009 - 04.2010
- CEMIS data capturing Operating a photocopying machine, Faxing and Typing
- Perform research on Adhoc tasks
- Communicate with WCED District and Head Office on queries and follow-ups
- HLMS Knowledge Manage Petty cash for office necessities e.g., stationery, tea, coffee and sugar
- Prepare meeting rooms for meetings and organise refreshments
- Receive and sign for deliveries
- Assist with taking call and messages (when requested) Assist with Capturing student schedules.
Education
Some College (No Degree) -
TEFL Universal
`cape Town 01.2022 - 01.2022
Client Service
Alison Online
Cape Town 06.2022 - 07.2022
Some College (No Degree) - Culinary Arts
CTIA (Chef Training &innovation Academy
Stellenbonsch 07.2019 - 06.2020
IT Service
Toque IT
Tygervalley 01.2018 - 02.2018
Public Management
Northlink College TVET
Parow 01.2008 - 06.2009
Blackheath High School
Blackheath Secondary School 01.2000 - 11.2006
Skills
Excellent communication skillsundefined
Criminal Offense
None
Languages Proficiency
IsiXhosa and English (Speak, Read and write)
Personal Information
- ID Number: 870204 0461 082
- Citizenship: South African
- Health Status: Good
- Gender: Female
- Driving License: Code B
References
- Shakeelah Maged, Team Manager (Web Help), 066 598 9871
- Mr Akhona Mkosi, Deputy Director (Department of Health. Information Management), 021-483 9144 / 081 217 6725
- Ms Sadia Ely, Floor Manager (Lewis Group), 0214604619
Timeline
CLIENT SERVICE ADVISOR
GEMS (DENTAL DEPARTMENT)
10.2023 - Current
Client Service
Alison Online
06.2022 - 07.2022
Some College (No Degree) -
TEFL Universal
01.2022 - 01.2022
CUSTOMER ADVISOR
Web-help (Very & Little-woods)
04.2021 - 12.2021
CUSTOMER ADVISOR
Web-help (Very & Little-woods)
04.2021 - 12.2021
Some College (No Degree) - Culinary Arts
CTIA (Chef Training &innovation Academy
07.2019 - 06.2020
IT Service
Toque IT
01.2018 - 02.2018
PROJECT ADMINISTRATOR
WCG-Department of Health: Information Management
07.2017 - 06.2019
CUSTOMER SERVICE AGENT
Lewis Group Head office
06.2016 - 05.2017
CUSTOMER SERVICE AGENT
Takealot.com Mr D(FNB)
05.2015 - 02.2016
COLLECTION AGENT
Tenacity Financial Service
11.2013 - 05.2014
ADMINISTRATION CLERK (Substitute)
Mfuleni Primary School (WCED)
07.2009 - 04.2010
Public Management
Northlink College TVET
01.2008 - 06.2009
Blackheath High School
01.2000 - 11.2006
COLLECTION AGENT & ADMINISTRATION CLERK
Fenwick Boshoff Attorneys
So - 11.2013
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