Asanda Gqobana
Port Elizabeth
Summary
Experienced Customer Service Representative with excellent oral and written communication skills, active listening, and analytical problem-solving abilities. Demonstrates a service-oriented approach to enhance customer experiences by understanding their desires and providing customized solutions to build loyalty. Additionally, a talented Tutor excelling in communication and problem-solving, fostering a positive learning environment by encouraging students to develop their individual skills.
Overview
2025
2025
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Online Tutor
Pagoda One
Remote
04.2024 - Current
- Established strong rapport with students, fostering a positive and motivating learning environment.
- Evaluated effectiveness of instructional materials and methods, refining lesson plans based on student feedback and performance data.
- Participated in ongoing professional development opportunities to stay current on best practices for online tutoring and education.
- Motivated students in positive learning environment to build academic confidence.
- Implemented innovative teaching methods that promoted critical thinking skills and fostered intellectual curiosity among students.
- Developed methods to teach independent study skills to help students excel academically.
- Monitored student progress, recorded scores and provided learning support for students in English studies.
- Identified problems with students by clearly and effectively addressing issues.
- Assisted non-native English speakers in building vocabulary skills relevant to their professional fields or personal interests.
- Assisted 45 students in English to improve grades a month.
Service Specialist
Discovery Health
Port Elizabeth
1 2022 - 1 2023
- Dealing with multiple telephonic queries such as plan benefits, claims, finance and application received from Discovery clients, brokers and franchises
- Manage client's expectations by communicating with Hospital Case Management and Providers to assist with resolving hospital related queries such as requesting updates of authorizations, amended account and letters of motivations for clinical team to review
- Handling Inbound and outbound calls through use of E-volve learning manager software
- Utilizing Paradigm software to conduct investigations through logging inquiries and managing client's data
- Update client's Personal details, Benefit information, generate correspondence (using describe application) and configuring financial aspects related to client's policies
- Ensuring excellent quality service to all clients by providing world calls service through use of various applications namely Exact application, DNA and Pinpoint application
- Assess and support other departments by administering applications and verifying documentation
- Processing and amending claims using ctrl 5 function on Paradigm namely: Date of Service, Dependent code, Procedure code, Diagnostic code and Modifiers
- Compiling and drafting constructive email correspondence to provide feedback from emails received from Discovery Clients
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Collaborated with team members to develop new strategies for improving service quality and efficiency.
Contact Centre Consultant
Discovery Health
Port Elizabeth
01.2020 - 01.2022
- Dealing with multiple telephonic queries such as plan benefits, claims, finance and application received from Discovery clients, brokers and franchises
- Update client's Personal details, Benefit information, generate correspondence (using describe application) and configuring financial aspects related to client's policies
- Assess and support other departments by administering applications and verifying documentation
- Servicing member's in a customer eccentric way to ensure that abide by Discovery's service principles
- Keeping up to date with product enhancements and changes via SAP Jam to ensure stakeholders are accurately serviced
- Providing navigation and understanding on digital servicing tools such as Website, Mobile App and Chat service
- Ensuring that the business meets required Service Level Agreement daily by meeting set average handling time
- Enabled seamless information sharing among team members by implementing a centralized knowledge management system, reducing call handling times and promoting accuracy in resolving inquiries.
- Reduced average call duration by implementing efficient call routing strategies and optimizing agent skill sets.
- Managed approximately 60 inbound calls per day from customers.
Personal Assistant
Dr Noqekwa
Port Elizabeth
01.2017 - 01.2018
- Communicate directly with patients in-person or through phone and email, expediting appointments and providing informed assistance
- Performed daily administrative duties, including form filing and patient data entry, among other clerical responsibilities
- Utilizing EMR (Electronic medical records) software and other software packages to record accurately and update critical data including patient and staff files
- Manage confidential practice to patient communications
- Regulate flow of new intake and current patient statistics
- Checking stationary stock levels against stall request
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
- Managed approximately 30 patients per day.
Education
BACHELOR OF HONOURS DEGREE - INTERNATIONAL COMMUINICATIONS
University Of South Africa
Port Elizabeth, South Africa 02.2023 - Current
BACHELOR OF ARTS DEGREE - English Languages, Political Science, Public Relations, Public Administration
Nelson Mandela University
Port Elizabeth, South Africa 01.2017 - 01.2020
Skills
SMS Office
Paradigm Citrix
E-Volve CRM System
CTRL 5 Functionality
Payor Transactional Query System
RUNA Software
WDE CRM System
DNA-Pinpoint Software
Inbound/Outbound Calls
Discribe Application
BMS System
Exact Application
Microsoft Teams
Pagoda Talk
Personal Information
- Gender: Female
- Nationality: South African
Accomplishments
- Entrepreneurship Capacitation Course
- Compliance Training
- Business Continuity Management Training
References
- Phumelela Qolohle, Team Leader, 0832610622, Phumelelaq@discovery.co.za
- Buntu Matebeni, Team Leader, 0712671816, Buntum@discovery.co.za
- Dr Noqekwa, Employer, 0414643632, Bnoqekwa@absamail.co.za
Timeline
Online Tutor
Pagoda One
04.2024 - Current
BACHELOR OF HONOURS DEGREE - INTERNATIONAL COMMUINICATIONS
University Of South Africa
02.2023 - Current
Contact Centre Consultant
Discovery Health
01.2020 - 01.2022
Personal Assistant
Dr Noqekwa
01.2017 - 01.2018
BACHELOR OF ARTS DEGREE - English Languages, Political Science, Public Relations, Public Administration
Nelson Mandela University
01.2017 - 01.2020
Service Specialist
Discovery Health
1 2022 - 1 2023
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