Amanda Martins

My role is to successfully attain and retain customers, provide quality service and advice to existing customers taking into consideration all Peoplecare policies, Onemedifund & Reserve Bank Health Society policy, procedures and industry requirements under the private health insurance code of conduct.

My responsibilities include:

• Promptly answering all inbound calls and meeting Call Quality monitoring
• Accurately and efficiently processing of transactional work in accordance with Quality Assurance.
• Provide effective explanations of the content of policy documentation to customers in plain English to allow informed decisions about products and services
• Provide information to customers about their rights and obligations, including our complaints resolution process.
• Adhere to company cultural markers as we manage three health funds with differing customer base.
• Actively engage and participate in Risk culture to comply with relevant policies, laws and regulations.
• Contribute to and became a valuable team member to achieve individual KPI’S and Team Targets.

• Collaborated with stakeholders to define project objectives and criteria.
• Performed gap analysis to identify areas of improvement.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Applied problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Analyzed data to identify root causes of problems and recommend corrective actions.
• Implemented business intelligence solutions to increase operational efficiency EG. Robotic process Automation project.

As Customer service Manager I was responsible for two managed health funds for Peoplecare being Onemedifund and Reserve Bank Health Society as well as the Contributions Team and Admin Team who were central to the everyday running of Peoplecare.

My role was to effectively and efficiently manage the day-to-day tasks of the customer service team, lead by positive example to deliver high quality service and support to members, staff, and stakeholders in accordance with our policies and industry requirements. Deliver quality outcomes and meet operational efficiency goals and targets and strive for continuous improvement.

My responsibilities also included:

• Identify areas of improvement within the team and run small training sessions with staff
• Manage customer complaints within our complaints handling guidelines, delegations and policies.
• Assist in Project meetings as a key stakeholder to contribute to the overall success of changes, updates and process improvements to minimize the impact and risk to the business, team and members.
• Liaise with peers to coordinate workloads and resourcing ensuring critical tasks are prioritized.
• Undertake coaching, management and development of staff when required
• Provide updates to the Service delivery manager of any issues or potential issues including breaches and managing through a risk register
• Undertake regular self-reflection and development