Jason Daniels56 Rose Street, Florida, 1709

ID: 8212095039080Language: English/Afrikaans

Drivers License: Code 8Cell: 061 636 6515

Email: jasondaniels20@yahoo.com

Objective and Core Competencies

Success means achieving your goals. Setting goals gives your life meaning and structure. It is also an incentive for being at work every day. I am an individual. I believe in purpose and instruction. I have good leadership qualities. I believe in people and in the improvement and growth of individuals within the organization, and in turn the organization itself.

Career SummaryMedscheme

01 May 2013 – Quality Coach/Document Custodian

I am currently employed as a Quality Coach at the GEMS Credit Control Department. My responsibilities are adhering to my Key Performance Area Contract (KPA). As coaches in our business unit, we are responsible for evaluating the Call Centre teams

as well as the Credit Control teams. I provide coaching sessions on a month-to-month basis to the individuals I am

responsible for. I have to ensure that the quality of work being done is in-line with our Quality

Management System and that the work being done matches our GEMS Debt Mandate and Internal processes.

As a Document Custodian I need to maintain our current Process Documents and also ensure that the Credit Controllers are involved in regular workshops pertaining to these.

I also ensure that if any new processes are needed in our area that these processes are drawn up and sent for approval to Senior Management and that training is then given to the Credit controllers as well.

I was also involved in the ISO implementation at our Business Unit that took place during late 2013.

01 December 2011 – 30 April 2013

Back Office Agent / Call centre agent / Back Office Acting Team Leader

I was positioned as the acting Team Leader for the Back Office team at the GEMS Debt Management and Contributions Department.

My duties included leading a team of back office agents, ensuring that our daily targets are met and the service level agreements are kept to.

I was responsible for investigating queries received via email, fax, SMS and correspondence. These queries have to be investigated and resolved with the departmental turn-around-time.

I assisted with taking inbound calls received regarding contribution debt. I also assisted with and resolved escalated queries as well as complaints received from

internal and external customers.

4 Oct 2011 – 13 Nov 2011 Statistics SA Fieldwork Supervisor

Participating in Census 2011 as a Supervisor. I had a team of four people enumerating in four different areas. I quality assured their work making sure that all work done was accurate and that all

people were counted in the given areas. All questionnaires had to be collected and all enumeration area summary books were

100% complete. I had to submit all my enumerator’s census payment advice to ensure they were paid for

their work done.

Feb 2007 - 31 Mar 2011 Discovery Health Service Specialist

Joined Discovery health as a temp service consultant in the Pre-Auth Division call centre assisting health care providers with MRI/CT scan authorizations.

May 2007 joined Discovery Health as a permanent employee at the Chronic Illness benefit department.

Assisted internal departments/scheme members/brokers with regards to the management of the chronic benefit.

Assistant team leader at the chronic department. Done all the call assessments, coaching, and incentive calculations for a team 14 people.

Joined the ProPBM (Pro Pharmaceutical Benefit Management) department in October 2009 as a Service Specialist, assisting pharmacies and internal departments.

Collection and calculation of call centre stats for my team since January 2010.

Nov 2005 – Jan 2007 UTi Mounties DivisionCall Centre Agent

I joined UTi as a temp agent at the out-bound call centre securing bookings for deliveries of credit cards. I would contact existing clients on their database to confirm the renewal of their credit card, and the date of the delivery.

I worked for a while in the In-bound call centre as well. I assisted with queries relating to credit card deliveries such as arranging urgent same-day deliveries anywhere within South Africa.

I joined the zone Control division In Oct 2006 arranging the actual deliveries of the credit cards. I had three different routes to deliver to on a daily basis with three different drivers. I arranged at least thirty deliveries per route; I contacted at least ninety people in order to arrange 30 deliveries per route

I was sent by UTi on a NQF level 2 Learnership program in February 2006. The learnership came to completion in January 2007 and I received feedback that I have passed.

I resigned from this company as I worked from 8am until 9pm on weekdays, and they were only willing to pay me for every nine hours worked. I also worked every Saturday until 1pm. I also resigned as I worked as a temp agent all this time and they were not willing to offer a permanent position.

Jul 2005 – Aug 2005 Delta Brokers Sales/Canvassing

I joined this company and only worked a very short period for them. I walked the streets of Johannesburg selling life cover to government employees.

I resigned from this company as they could not offer a basic salary.

Jun 2003 – Dec 2004 Clyde Daniels Furniture Manufacturers Office Assistant / Data capture

I joined this family business to assist in the managing and running of the office.

I assisted with the payroll and general duties and also assisted with machinery inside the factory.

I resigned to study full time.

Qualifications

2001: Grade 12 – Passed (Chris J. Botha Secondary School) 2002: ICDL – Qualified (Roodepoort College) A+ (Completed but not yet received the qualification) 2007: NQF level 2 – Qualified