HMHaaniem Salaam Manan
@haaniemsalaammanan
Experienced remote customer support specialist and complaints resolution expert focused on quality and first-contact resolution.
South AfricaWhat I'm looking for
I am a seasoned remote operations assistant and customer support specialist with extensive international customer service experience, primarily supporting clients across Africa. I consistently deliver quality outcomes in emotionally sensitive cases, including health and medical insurance claims, and regularly exceed KPIs for resolution time and customer satisfaction.
Throughout my tenure I led complaint analysis and reporting for executive stakeholders, identified trends and recommended process improvements, and coached complaint handlers across multiple countries to standardize communication and complaint processes.
I act as a reliable deputy to team leads, mentoring junior staff and collaborating with IT and development teams to test CRM changes and enhance end-user experience. I have experience with medical claims auditing and customer experience improvement projects.
I bring strong problem-solving, organizational skills, and an ability to learn systems quickly (including OHI, AWS, Avaya, some Salesforce, SAP, VPNs). I am a self-starter comfortable working independently in remote settings or within dynamic teams.
Experience
Work history, roles, and key accomplishments
Remote Operations Assistant
Liberty Health
Nov 2017 - Dec 2024 (7 years 1 month)
Managed high-level customer queries and complaints across Africa, conducted complaint analysis and medical claims audits, and coached regional complaint handlers to improve first-contact resolution and customer satisfaction.
Customer Service Consultant
Liberty Health
Aug 2016 - Oct 2017 (1 year 2 months)
Delivered frontline support to clients across Africa via phone, email and ticketing systems, handling account queries, benefit authorizations and claims investigations while maintaining accurate client records.
Priority Executive Consultant
Liberty Health
Sep 2011 - Jul 2016 (4 years 10 months)
Provided personalized service to high-value clients and financial advisors, resolved escalations and managed sensitive queries while performing policy updates and correspondence tracking.
Client Service Consultant
Liberty Health
May 2009 - Aug 2011 (2 years 3 months)
Supported daily customer interactions via phone and email, processed basic claims and service requests, and maintained up-to-date client data and system records.
Education
Degrees, certifications, and relevant coursework
WITS Digital
Professional Certificate, Coaching
2024 - 2024
Completed a short course in Coaching for a Higher Purpose as part of professional development in 2024.
WITS Digital
Professional Certificate, Emotional Intelligence
2023 - 2023
Completed a short course in Emotional Intelligence as part of professional development in 2023.
MBMasterstart — University of Cape Town Graduate School of Business
Executive Education Certificate, Leadership Development
2021 - 2021
Completed the Developing Women Leaders program through Masterstart in partnership with UCT Graduate School of Business in 2021.
MUMasterstart — Coventry University
Executive Education Certificate, Diversity and Inclusion
2021 - 2021
Completed the Managing Diversity and Inclusion program through Masterstart in partnership with Coventry University in 2021.
WITS Digital
Professional Certificate, Project Management
2020 - 2020
Completed a short course in Principles of Project Management as part of professional development in 2020.
WITS Digital
Professional Certificate, Labour Management
2019 - 2019
Completed a short course in Labour Management Practices as part of professional development in 2019.
WITS Digital
Professional Certificate, Customer Relationship / Business Communication
2019 - 2019
Completed short courses in Customer Relationship Building and Business Communication as part of professional development in 2019.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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