Open to opportunities

Melicia Langeman

@melicialangeman

Message

Dedicated customer service professional with extensive management experience.

South Africa

Message

What I'm looking for

I am looking for a role that values teamwork, offers growth opportunities, and allows me to leverage my customer service expertise.

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.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent

Current

Government Pensions Agency

Jun 2023 - Present (2 years 1 month)

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.

Customer Service Data Entry Administrative Support Reporting Escalation Management

Account Manager

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.

Account Management Payment Processing Medical Billing ICD 10 Coding Authorization Customer Support Data Management Communication

Administrator

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.

Payment Processing Data Compilation Administrative Support Customer Service Record keeping Data Entry

Team Leader - Client Services

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.

Team Leadership Coaching Performance Management SLA Management Conflict Resolution Disciplinary Procedures Recruitment Claims Processing

Team Leader - Contact Centre

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.

Team Leadership Call Evaluation SLA Management Reporting SOP Development Disciplinary Actions Recruitment

Call Centre Consultant

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.

Customer Service Pre Certification For Procedures Account Reconciliation Healthcare Administration Provider Relations

Receptionist

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.

Fax Invoicing Banking Petty Cash Stock Control Data Entry

Sales Assistant

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.

Sales Debt Collection Customer Service Stock Control Administration Retail Operations Product Knowledge Inventory Management

Call Centre Agent / Tracer

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.

Debt Collection Traces Negotiation Inbound Outbound Calling Database Management Conflict Resolution Financial Services

Education

Degrees, certifications, and relevant coursework

False Bay College

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.

Wittebome Senior Secondary School

Matric, General Studies

Completed high school education, passing Matric in 1996. Studied subjects including English, Afrikaans, Biology, Geography, Home Economics, and History.

Learning and Performance Academy

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.