ELIZABETH LE ROUX

• Directed 11 account managers across 23 charity accounts to achieve optimal performance.
• Conducted client meetings and service escalations to uphold high standards.
• Delivered weekly reports and quarterly reviews for stakeholder insights.
• Recruited and trained staff for enhanced team efficiency.
• Resolved complaints, boosting client retention rates.
• Implemented strategies that increased efficiency in client services.
• Administered customer inquiries promptly, ensuring high levels of customer satisfaction.
• Delivered tailored advice for optimised client experiences.
• Coordinated team efforts to meet customer needs and expectations.
• Monitored team performance, leading to enhanced productivity.
• Devised strategic solutions for complex client issues.
• Facilitated communication channels between clients and management.
• Streamlined workflow procedures, improving overall efficiency.
• Resolved complaints, resulting in improved client retention rates.
• Ensured compliance with company policies for maintenance of professional standards.
• Oversaw daily operations for efficient service delivery.
• Fostered long-term business partnerships by developing strong client relationships.
• Responded proactively to client feedback for better service provision.
• Liaised with internal teams, enhancing overall service provision.
• Managed client relationships to ensure customer satisfaction and loyalty.
• Conducted regular staff training sessions, improving team skills and knowledge.
• Maintained comprehensive understanding of clients' needs and expectations.
• Proactively channelled customer feedback to relevant departments to promote continuous process improvement.
• Nurtured strong client relationships to boost satisfaction and loyalty.
• Conducted client satisfaction surveys and used feedback to implement service improvements.
• Led regular client reviews to assess satisfaction levels and identify areas for improvement.
• Analysed paid and organic website data to enhance Return On Investment (ROI).
• Evaluated campaign performance to optimise return on investment.

• Company Overview: Name changed to Elovate April 2024
• Promoted within 10 months for outstanding performance.
• Developed strategic relationships with new and existing charity clients.
• Advised on tailored service offerings, ensuring client satisfaction and retention.
• Delivered training and mentorship to service teams, supporting project implementation.
• Coordinated cross-functional teams to meet SLA requirements and project deadlines.
• Fostered a collaborative work environment to enhance team performance.
• Optimised operational efficiency by implementing strategic business processes.
• Identified growth opportunities, leading to business expansion.
• Established key relationships with stakeholders, contributing towards long-term success of the company .
• Maintained smooth operations through careful management of office workflow and administrative processes.
• Kept accurate company records, upholding compliance with regulations and company policies.
• Provided customers with outstanding service, extending relationships for future business opportunities.
• Coordinated crisis management efforts to minimise reputational damage.
• Directed cross-functional teams to execute high-impact projects for timely delivery, exceeding stakeholder expectations.
• Established key performance indicators (KPIs) to measure and drive team performance, accountability and alignment.
• Facilitated board-level discussions to align corporate strategy with investor expectations for sustained financial success.
• Fostered culture of continuous improvement by championing innovation and implementing best practices across departments.
• Maintained organisational compliance with applicable legislation and regulations.
• Monitored operations to assess and highlight results.
• Identified and resolved operational issues impacting productivity, performance or profitability.
• Directed day-to-day work of employees and motivated teams to exceed objectives.
• Partnered with management team to optimise operations and reduce costs.

• Managed a portfolio of 8 charity clients, handling end-to-end operations.
• Processed donations, supporter data, and acknowledgements.
• Oversaw stock fulfilment, order distribution, and GDPR compliance.
• Conducted client meetings and reporting; supported telephone donation services.
• Led team meetings for efficient communication and project updates.
• Worked closely with product development teams for customising offerings according to client needs.
• Delivered presentations to potential clients, securing new business partnerships.
• Coordinated with finance department to manage account finances efficiently.
• Established strong rapport with clients through regular communication.
• Resolved client issues promptly, ensuring high levels of satisfaction.
• Achieved client satisfaction by managing key accounts effectively.
• Prepared detailed reports to provide insight into account performance.
• Managed business relationships to ensure loyalty and long-term commitment.
• Assured timely delivery of products and services to meet customer expectations.
• Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
• Oversaw account portfolio to deliver top-quality account services.
• Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.
• Handled customer concerns and complaints to resolve issues and build loyalty.
• Generated KPI reports to illustrate overall performance.
• Analysed client feedback to highlight areas in need of improvement.
• Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.
• Trained and mentored new account representatives to deliver outstanding service.
• Addressed account inquiries and provided updated data from CRM software.
• Documented account activity and worked within data security guidelines to safeguard confidentiality.
• Employed an empowering leadership style and leveraged emotional intelligence to maintain strong rapport across all enterprise levels.
• Maximised client success, educating on financial and operational strategies to support account growth.
• Delivered exceptional customer service, addressing customer queries and handling customer complaints.
• Processed customer payments and set up direct debits for long-term service contracts.

Managed patient records, issued procedure authorisations, and scheduled appointments efficiently.

• Provided billing quotations and resolved private healthcare queries promptly.
• Streamlined communication channels while handling incoming calls and emails effectively.
• Maintained filing systems, processed chronic medication claims, and ensured invoicing accuracy.
• Updated databases regularly to uphold precise employee records.
• Handled sensitive information with confidentiality to guarantee compliance with privacy standards.
• Supported team members with administrative tasks to enhance workflow efficiency.
• Ensured a clean and organised office environment through regular tidying tasks.

• Company Overview: South Africa
• Managed private healthcare administration across 8 providers.
• Allocated payments, resolved claims, and used MEDEDI for patient management.
• Liaised with insurers and patients to resolve billing and remittance issues.
• South Africa

• Assessed claims accuracy, conducted audits, and led on-the-job training.
• Validated forensic claims and ensured compliance with medical codes and procedures.
• Used multiple systems for claims data analysis and processing.
• Maintained up-to-date knowledge of assessment criteria and industry standards, ensuring fair evaluations.
• Demonstrated exceptional attention to detail when evaluating candidates' skills which ensured only qualified individuals were selected for positions.
• Facilitated training sessions for junior assessors, resulting in improved team performance.
• Enhanced candidate experience through clear communication about assessment parameters and processes.
• Identified skill gaps among assessed candidates effectively; this allowed us to recommend appropriate training or development programs.
• Ensured compliance with data protection laws during all stages of assessment procedures thus safeguarding company's reputation against potential legal issues related to privacy infringement.
• Provided constructive criticism during feedback sessions after evaluations, fostering an environment of continuous learning amongst candidates.