Fidel Msebenzi

Coordinate staffing across multiple healthcare facilities, managing availability, call-outs, shift changes and orientation schedules. Communicate scheduling changes and coverage updates to staff and facility contacts, resolving queries and following up on outstanding needs.

Supported a US insurance business with client enquiries, policy servicing and documentation, explaining requirements and coordinating appointments. Maintained accurate CRM records, followed up on outstanding requirements and handled confidential client information.

Investigated software, account and billing enquiries for international customers, documenting issues, actions taken and escalations. Used Zendesk, HubSpot and related systems to manage support queues while meeting service, quality and productivity targets.

Handled customer enquiries, identified service needs, explained available options and maintained accurate sales records.

Resolved remote customer enquiries involving orders, deliveries, returns, refunds and accounts. Worked across multiple systems to investigate service issues and provide accurate assistance within quality and productivity targets.

Coordinated daily claims and customer service workloads, monitoring service levels, quality and team performance. Handled escalations and coached advisors; used operational reporting to identify recurring customer service issues.

Gathered and verified claim details, maintained case records and coordinated referrals and follow-up within required turnaround times.

Assessed customer needs, explained insurance products and policy terms, and worked to sales and service targets.

Assisted banking and commercial clients with sales, service, foreign exchange and international payment enquiries.

Diploma in Post Production from the Academy of Sound Engineering, completed in 2009.

BA in Motion Picture Medium and Live Performance from AFDA, completed in 2007.

Grade 12 Senior Certificate from Benoni High School, completed in 2004.