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Asanda Mlambo

@asandamlambo

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Weekend Intake & Admissions Specialist candidate with OVO Energy experience managing complex, high-priority cases.

South Africa

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What I'm looking for

I’m seeking an Intake & Admissions role where I can support prospective patients and families with empathy, handle sensitive conversations, maintain accurate records, and ensure clear follow-up and handoffs.

At OVO Energy, I manage complex and high-priority customer cases, including complaints and Ombudsman-related cases. I support vulnerable customers through sensitive conversations, maintain detailed CRM records, and follow up on outstanding information.

At Huntswood / Boost Energy, I qualified customer needs, booked appointments, and handled inbound and outbound calls using Salesforce and Genesys. At EDF Energy / Nutun CX, I supported customers with complex enquiries and complaints, and progressed to Subject Matter Expert, assisting colleagues with difficult cases and escalation routes.

Experience

Work history, roles, and key accomplishments

Current

Complaints Specialist / Customer Service Representative

Current

OVO Energy

Jan 2023 - Present (3 years 8 months)

Managed complex and high-priority customer cases, supporting priority and vulnerable customers with empathy and clear communication. Maintained accurate CRM records, conducted follow-ups, and coordinated with internal teams for escalations.

Active Listening Structured Interviews Complaint Handling CRM documentation Case Management Escalation Management Follow up Remote Working Salesforce SAP Genesys

Appointment Setter

Huntswood / Boost Energy

Jan 2023 - Dec 2024 (1 year 11 months)

Managed 50+ customer interactions daily, booking 25-39 appointments per day by qualifying requirements and coordinating schedules. Used Salesforce and Genesys for documentation and calls, with consistent follow-up and escalation.

Salesforce Genesys Inbound Calls Outbound Calls Appointment Scheduling Qualifying Customers Follow up Escalation Management High Volume Communication

Customer Service Specialist → Subject Matter Expert (SME)

EDF Energy / Nutun CX

Jan 2021 - Dec 2023 (2 years 11 months)

Managed 50+ customer interactions daily, supporting priority and vulnerable customers with empathy. Progressed to Subject Matter Expert, assisting colleagues with complex cases and ensuring accurate documentation and handoffs.