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@melicialangeman
Dedicated customer service professional with extensive management experience.
I am a dedicated customer service professional with a strong background in management and administration. Over the years, I have honed my skills in various roles, from being a Call Centre Agent to a Team Leader, where I successfully managed teams and improved service delivery. My commitment to excellence is reflected in my achievements, including receiving performance-based increases and recognition awards for my contributions.
Currently, I serve as a Customer Service Agent at the Government Pensions Agency, where I handle inquiries and ensure client satisfaction. My previous experience as an Account Manager at Xpedient Medical allowed me to develop strong relationships with clients and manage complex billing processes. I thrive in dynamic environments and am passionate about providing exceptional service while continuously seeking opportunities for professional growth.
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Work history, roles, and key accomplishments
Government Pensions Agency
Jun 2023 - Present (2 years 5 months)
Managed face-to-face, email, and web inquiries, ensuring timely resolution and follow-up with various business units. Maintained accurate records on GPAA systems and provided administrative support for outreach initiatives.
Xpedient Medical
Jun 2022 - May 2023 (11 months)
Managed practice payments from medical aids and members, sending updated statements and querying unpaid claims. Assisted doctors' rooms with rebilling, reversals, and amendments of claims, ensuring proper reprocessing and authorization.
Next BioSciences
Dec 2020 - May 2022 (1 year 5 months)
Registered clients for Covid testing, processing payments and compiling daily statistics for supervisor review. Ensured accurate data entry and efficient administrative operations for the testing center.
Samwumed
Aug 2019 - Jul 2020 (11 months)
Led and motivated a team of 10 agents, conducting coaching, call evaluations, and performance feedback sessions. Managed team schedules, absenteeism, and leave requests, while handling escalated queries and disciplinary issues.
Medscheme
Jan 2010 - Jun 2018 (8 years 5 months)
Managed and motivated a team of 14 agents, conducting coaching, call evaluations, and monthly feedback sessions to ensure SLA adherence. Compiled daily and monthly reports, managed absenteeism, and updated Standard Operational Procedures.
Old Mutual Healthcare
Aug 2006 - Dec 2009 (3 years 4 months)
Confirmed member benefits to service providers and assisted with claim and benefit queries on both provider and hospital lines. Processed precertifications for hospitalizations and procedures, ensuring accurate documentation and communication.
Breakaway Systems
Dec 2005 - Mar 2006 (3 months)
Managed general office administration, including filing, faxing, invoicing, and banking. Handled switchboard operations, updated cashbooks, and maintained stock records.
Galaxy Jewelers
Aug 2004 - Oct 2005 (1 year 2 months)
Managed one-on-one sales interactions, handled in-store debt collection, and performed basic administrative tasks. Provided excellent customer service and maintained accurate stock control.
Edcon Financial Services
Jan 2001 - Feb 2004 (3 years 1 month)
Conducted debt collection and tracing activities, negotiating payments with clients. Utilized various directories and databases for tracing, managing both inbound and outbound calls.
Degrees, certifications, and relevant coursework
N4 Certificate, Public Management
Obtained N4 certificate in Public Management and is currently pursuing N5. The course covers various aspects of public administration and management.
Matric, General Studies
Completed high school education, passing Matric in 1996. Studied subjects including English, Afrikaans, Biology, Geography, Home Economics, and History.
NQF Level 4 Qualification, Generic Management
Obtained a Generic Management NQF Level 4 Qualification in October 2018. This qualification focuses on fundamental management principles and practices.
Software and tools used professionally
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