Ni-Shaat Ahjum

Curriculum Vitae Ni-shaat Ahjum 20 Coriander Street, Kewtown, Bridgetown- -- PERSONAL INFORMATION Identity number: - Date of birth: 16 October 1986 Age: 32 years Marital status: Single Sex: Female Race: Coloured Dependants: Two Nationality: South African Languages: English and Afrikaans Typing speed: 40 wpm MS Office: Basic I am a hardworking, honest, ambitious, versatile individual with strong interpersonal and communication skills. My most significant personal values are recognition, ambition, service and challenge. EDUCATION Secondary High school: Cedar Senior Secondary School Year Matriculated: 2004 Subjects : English First Language (HG) Afrikaans Second Language (HG) Biology (HG) Physical Science (HG) Mathematics (HG) Accountancy (SG) Completed a Recognition of Prior Learning diploma NQF 4 in Call Centre consulting in 2008 through Quest EMPLOYMENT HISTORY I am currently employed on a fixed term contract with NMG Benefits. I assist with member escalations, administration and overall servicing to clients. I have experience with a multitude of insurers ranging from Gap Cover to Medical Aid. Company : Discovery Period: May 2014 – March 2019 Job title: Escalated Client Relationship manager Responsibilities: Resolve escalated complaints from intermediaries, employers, members and Health Partners (doctors)  Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine  service failure trends and recurring problems Identifying and proposing solutions to process and service related failures Build and establish relationships at all levels with external partners and internal departments so as to  ensure that timeous resolutions are found to any problem that might arise Support role to Relationship Manager, Corporate Account Managers and Walk-In Centre Compiling and drafting of reports Analysing and summarizing reports and providing feedback to Management Period: October 2011 – May 2014 Job title: Client Relationship manager Responsibilities: (in addition to responsibilities for service consultant) Proactively developing customer relationships by making the effort to understand the customer and anticipate and provide solutions to their needs. Giving high priority customer satisfaction Offering sound and reliable information to customers. First time resolution (telephonically, via email/letter and on face to face basis) of escalated complaints from Intermediaries, Employers and Members. Troubleshooting, meeting with irate clients and managing difficult situations on all levels (Intermediaries, Employers and Members). Keeping accurate and comprehensive statistics on a daily, weekly and monthly basis so as to determine service failure and resolve recurring problems. Building and establishing relationships on all levels with external partners and internal departments so as to ensure that timeous resolutions are met to problems which arise. Make sure work is done within TWT (Today’s Work Today). Period: July 2009 – September 2011 Job title: Service consultant Responsibilities: Customer Service in the call centre. Assisting members with medical aid queries: Membership Premiums Membership Suspensions and Reinstatements Withdrawals Financial changes Claims queries Health benefits and general enquiries Requesting claims to be reprocessed due to errors. Contacting providers to rectify claims errors Issuing authorization numbers for certain events and confirming them. Escalating queries to relevant departments to be resolved within TAT (turn around time). Assisting members, brokers and employers with medical aid queries: Membership Premiums Resolving CRM (Client Relationship Management) queries. Drafting letters and sending them off to members, employers and brokers. Requesting claims to be reprocessed due to errors. Contacting providers to rectify claims errors Issuing authorization numbers for certain events and confirming them. Calculating membership clawbacks (amounts owing to the Scheme) and advising debt department of this. Compiling reconciliation statements for members. Escalating queries to relevant departments to be resolved within TAT (turn around time). Company: Merchants South Africa (ASDA Project) Period: May 2008 – June 2009 Company: Emmanuels(ASDA Project) Period: October 2007 – May 2008 Job title: Call centre consultant and seconded as Team Leader Responsibilities : Servicing UK Clients on a home shopping service Liaising with stores and higher management Ensuring timely processing of refunds due to members Managing members expectations when late deliveries occurred Seconded as stand in Team leader from January 2009 to June 2009 Responsibilities include: Managing a team of 15 out bound consultants Addressing disciplinary issues Contacting stores and liaising with UK clients Managing and coordinating buzz sessions with the team to ensure everyone is up to date on new procedures Updating timesheets Checking time sheets before submission Capturing time sheets for submission to payroll Coordinating member contact sessions Allocating queries for resolution Ensuring queries have been dealt with effectively and within the Service Level Agreement Taking escalated calls where necessary Trending statistics to ensure Key Performance Areas are met Coaching where necessary to ensure service level agreement is met Reason for leaving: Shift work Company : Flexicell Period: March 2008 – September 2008 Job title: Client services consultant Responsibilities: Selling cellular products to clients Meeting targets set by the company Capturing client information for submission to quality assessors for the completion of the sale Ensuring all validations have been met to ensure sale meets criteria Cold calling clients and pitching products Building relationships with successful clients to build up leads Reason for leaving: Contract expired REFERENCES Ibrahim Ross Team Leader (Merchants SA) - Jenelle Vandayar Team Leader (Discovery Health) 083 -