Esther Setshedi

Managing stakeholder relationships with global brokers, in-country partners, and clients. Driving revenue growth and client retention while preparing renewals for multinational clients.

Built and managed long-term relationships with corporate clients, unions, members, and intermediaries. Coordinated multiple products and presented bi-annual and annual reports to executives to demonstrate ROI.

Managed a team of correspondence agents, monitored activity and work volumes, and forecasted resourcing requirements. Provided coaching and mentorship to ensure SLA adherence and performance.

Prepared induction programs and provided product training for new employees. Coordinated external training and created training materials and evaluation assessments.

Ensured smooth running of membership and mailroom departments by meeting service level agreements. Managed staff attendance, compiled reports, and coached teams on medical aid scheme rules.

Identified gaps and root causes for poor quality by scrutinizing information sources and identifying training needs. Assisted with training manual creation and trained client services agents.

Led a client services team ensuring smooth functioning of the department. Monitored workflow quality and quantity, and trained and developed CS agents.

Advised service providers and members on claims, membership, and chronic enquiries. Logged accurate information and applied knowledge of scheme rules to clients.

Scanned documents for retrieval by other departments and handled mail opening, batching, and routing correspondence. Tracked documents and generated letters to members.

BA Honours in Media Studies from the University of South Africa, completed in 2020.

National Diploma in Communication Science from the University of South Africa, completed in 2017.

National Diploma in Public Relations Management from the University of South Africa, completed in 2017.