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					                                      BAREND ANTONI HENRY

              I strongly believe that my experience will add value to any company. Over the years as I have moved on in my career to
Personal      other positions, I have learnt that teamwork is an important asset for success. I believe in working standards, quality and
Information   accuracy.




                  Barend Antoni Henry
Personal          Address: 30 Turf Street Forest Hill 2190 Johannesburg
Details           Cell No: 0822114308
                  E mail: barend@iburst.co.za
                  Language Preferred: Afrikaans and English
                  Subjects Passed: 1993: Afrikaans, English, Biology, Business Economic, Economics and History




Personal                Achievements:
                  October 1996 – Career Diploma Computer Clerk (Academy of Learning)
                  August 1997 – Certificate in house training on the following (Telephone Technique, Member Education,
                   Hospitalization Accommodation and RAMS Fee Structure, Identifying High Risk Procedures, Authorization Techniques
                   Obtained from QA Care)
                  June 2000 – A+ Support Engineer (Damelin Diploma)
                  March 2002 – Higher Certificate in Call Centre Management Obtained from Damelin.
                  Promoted to team leader 2003 at Thebe from agent position was involved with installation of Avaya tel system see
                   computer comp listed below.
                  January 2004 – Certificate of Proficiency Thebemed and Hosmed Product Training.
                  February 2004 – Achievers Certificate in Advanced Management Skills.
                  April 2004 - Certificate in Network Technologies and got Distinction         Obtained from Damelin.
                  April 2004 – Spescom Definity Basic System Administration.
                  July 2004 – Certificate by Dynamix Computer Training Microsoft Excel
                  September 2008 Quality customer services
                   XP Level 2.
                        Computer Literacy:
                  Internet Explorer, Microsoft Word, , Microsoft Excel, , Ezcap/Megamed, Supermed (Thebe), QA Client (Qa care),
                   Morpheus (Vodacom), Rowang and K2 ( Spectra med),SBI Image ( Spectra med) , DXS browser ICD 10 code search
                   Engine (Spectra med) , Righfax , Avaya system administration, Programming of extensions of the tel system. Stella
                   Nova (unison) pulling of tel extension reports , BCMSVU server for call centre wallboards maintained and saw that
                   server running all the time, Data Voice to record maintained and changed recording tapes once full. Storm premi cells
                   for least cost routing. Done moving of extensions traced he extensions with tone kit and patched on patch panel,
                   created hunt groups on the PABX and programmed extensions as well as skill levels. Worked on SAP as well

                       Interest:
                  Love learning about computers and call centre technology involved with test team at Spectra med for new system
                   and getting involved with the development of menus and placement of it on new system K2


Personal                Initiative: I contribute to any company’s success with my exceptional analytical a conceptual thinking &
                         creativity skills.
                  Flexibility of Opinion: Prepared to listen to various points of view and reconsider own opinion. I have the ability
                   to identify key or underlying issues in complex situations and provide my answers to management.
                  Committed Person: Uphold personal effectiveness in terms of self-motivated, enthusiastic, well organized,
                   structured and resourceful. A decision-maker equally effective working indepently or in a team.
                  Client Service Skills: Establish client needs accurately. Make effort to
                    Solve client’s problems. Pay attention to clients’ comments and
                    Complaints. Quick and sufficient through service and prompt feedback.
                    Returns calls promptly. Client satisfaction is a top priority.
BHF (Board of healthcare funders)
01/10/2008 – Current
PCNS and Policy Officer

 Main purpose of the job

 To co ordinate and implement PCNS strategic and operational projects and implement PCNS Policy decisions through the
 PCNS functions.

 KRA’S
       PCNS trouble shooting and problem solving
      -  Attend to and resolve PCNS policy queries
      -   Attend to and resolve queries from SADC countries

PCNS Data
     -    Ensure accurate information and data on the website
     -    Initiate new web-based projects relating to PCNS
     -    Respond to queries on PCNS data at a high level
     -    Deal with the cleanup of PCNS data
     -    Applying ethical rules and policy to PCNS applications and existing data

            PCNS application and forms
       -    Handle application forms for suppliers/device practice numbers
       -    Initiate updates of the PCNS application form as and when required

            ICD 10
       -    Manage the entire ICD-10 CD process (re-ordering, updating, editing, etc.)
       -    Attend ICD 10 task team meetings as required

            Tariff books

       -    Arrange the printing and distribution of the Namaf Tariff books

            Administrative support to FMU

       -    Provide administrative support to the FMU unit and attend meetings

            Special projects

       -    Be responsible for the ongoing Audit to streamline Usernames and Passwords on PCNS
       -    Coordinate the distribution of Annual Renewal Reminders
       -    Finalize PCNS manual and ensure that content is updated
BHF (Board of healthcare funders)
01/04/08 – 30/09/2008
Client Services.
        Taking of calls as per normal call centre procedures
        Sending of renewal reminders to dr’s
        Sending out of application forms for dr’s that want to apply for a practice no.
        Confirmation of the dr details that is on system and sending out of information sheets to ensure that dr has
         correct details with us.
        Sending out of criteria for ambulance service basic intermediate and advances life support and arrange for
         inspections.
        Pharmacies that are not valid and want the pr no reinstated to arrange for inspection of the facility.
        Sending of app forms for sub acute facility and to ensure that the inspections are done as well.
        Doing of mailing that needs to go out to the dr’s
        Doing of scheme updates for all med aid in the republic of South Africa
        Importing of dispensing licenses from the department of health so that schemes pay for the meds that dr
         dispense
        Checking if icd10 codes are valid that the schemes are querying .
        Checking of tariff codes that this is valid on the med aid system.




07 March 2006 – 28/03/2008                           Spectra med
        Call Centre Agent
 Taking of calls on member line and service providers.
 Establish if query is valid and escalate to relevant department issue ref no to caller as proof that they called and that
    query can be tracked throughout the whole process from sending to resolution of query.
 Sending of remittances to members if not received once security checks have been done.
 Sending of remittances to doctors as proof of payments that have been done on behalf of the member.
 Request stop payment of cheques if gone missing member or provider and request re issue of this.
 Sending of Tax certificates to members via e mail or Rightfax.
 Help Admin department with backlogs should they need assistance work overtime in case of this.
 To adhere to all new regulations from the Medical Council.
 If claims are rejected on system for ICD 10 code use DXS browser to check if the ICD 10 code is valid code that pr is
    using.
 If claims are older than 120 days and pr to submit claims inform them we need QEDI acceptance report and get
    required information send to board of Trustees for approval for payment of the accounts.

June 2005 – 5 March 2006                        Dimension Data ( Yebo vibes Project)
Team Leader – Call Centre
         Management
 Managing 14 agents
 Reporting to Operations Manager
 Ensure that agents are logged on to tel on time
 Make sure that agents have desks to work at as they are using hot seating.
 Complete daily attendance register for agents.
 Make sure agents that were off sick day before complete leave forms and ensure that HR gets this and signs off.
    Do daily stats on the following that needs to go to ops manager daily, weekly and Monthly. Agent’s availability on
    the tel, talk time, Aux time, Hold time, Average Aht, QA Score.
 Attend daily meetings with Operations managers and identify problems areas get solutions and communicate to
    agents in form of team briefing.
 Do one on one with agents once a week to discuss performance..
 Do action Plans for agents that perform poorly and follow up on progress.
 Do Agent performance appraisals quarterly
 Completion of agent’s time sheets daily and sending for capturing of hours that was worked used mostly casuals /
    temp Staff.
 Listen to 3 calls per agent per day and do QA assessment for agents and collaborate in QA meeting about evaluated
    calls with QA department every week.
 Make sure that if new product is lunched that agents are trained on this ahead of time and that they understand and
    possible questions and answers.
 Do disciplinary hearings.
 Take over the Operation manager function if on night shift and see to it that project is running smoothly and if any
                  Team Leaders need assistance with anything.
                 Liase with WFM on staffing numbers and if service level is achieved and if not why.


             January 2005 - June 2005                        Europ Assistance
             Team Leader: Roadside Assistance
                     Management
              Managing 8 Staff
              See that staff is avail for calls and that service levels are achieved and maintained.
              If client calls in and call not resolved within 1 hour agent escalates to me and I do follow up.
              Deal with claims from service providers that come in and make sure that they are paid.
              Communicate any changes of client files to agents if need be send for training.
              Leave of staff send to HR and communicate if this is approved or not.
              Read and respond to e mails within 24 hour turnaround time.
              Deal with Irate callers that agents can not deal with and resolve query and get back to client with resolution to the
                 problem..




Experience   June 2000 – February 2003                    Thebe ya Bophelo/Hosmed
             Call Centre agent.
              . Taking of calls on member line and service providers.
              Establish if query is valid and escalate to relevant department issue ref no to caller as proof that they called and that
                  query can be tracked throughout the whole process from sending to resolution of query.
              Sending of remittances to members if not received once security checks have been done.
              Sending of remittances to doctors as proof of payments that have been done on behalf of the member.
              Request stop payment of cheques if gone missing member or provider and request re issue of this.
              Sending of Tax certificates to members via e mail or Right fax.
              Help Admin department with backlogs should they need assistance work overtime in case of this.
              To adhere to all new regulations from the Medical Council.
              If claims are older than 120 days and pr to submit claims inform them we need QEDI acceptance report and get
                  required information send to board of Trustees for approval for payment of the accounts.
              Pulling of accounts off QEDI web site for agents if they request this as proof that providers send this to us.

             February 2003 – December 2004                          Thebe Benefits/Hosmed
             Team Leader: Call Centre
                  Assisting call centre agents with irate callers.

                      Compile daily stats of agent’s performance previous day and report to call centre manager.

                      Leave register, warnings that needed t be issued and disciplinary that were done.

                      Deal with problem pr’s and complaints that come to department from registrar of med aid schemes.

                      Assisted Call Centre Manager with implementation of new tel system that was installed at TYB ( Avaya)

                      Went on training to do the following on the Avaya tel system (programming of extensions, creating of hunt groups
                       on Definity Switch, programming of skill levels of agents on the switch per extension and set priority of skill.)

                      Pulling of tel extension reports on stella nova supplied by unison systems per extension and do cost comparisons
                       make sure all departments get this report monthly and that staff sign off personal calls made.

                      BCMSVU Server maintenance and make sure that this service is up and running and that wall boards are up as well
                       that service levels visible at all. times

                      Data Voce server to maintain change DAT tapes and make sure recording tapes are locked away in safe.

                      Premi cells supplied by Storm and pulling of reports of the usage of the Premi cells and that reports are in formatting
                   those managers understand.

                  Move agents telephone extensions and trace out with tone kit and patch in server room on the patch panel.




Reference:   Shannon Ramdeo
             Operations Manager Dimension Data
             0837887708
             Reece Roland – Rowan Angel
             0861497497

             Kobie van Zyl – Qa Care Plus
             0833804415



             0833804415


             TYB Operation General Manager                                        082 922
             7442

				
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