Khethiwe Khumalo has over 20 years of experience in customer service roles in the healthcare and lottery industries. She currently works as a walk-in center consultant for Liberty Health, where she assists customers with claims, memberships, contributions, benefits, authorizations, and information access. Her CV details her education and qualifications, previous roles at Liberty Health and Uthingo Management, responsibilities in each role, achievements, and additional skills and courses.

1. CURRICULUM VITAE OF KHETHIWE KHUMALO
CONTACT DETAILS
Email address Khethiwekhumalo73@gmail.com
Cell phone number 0837773800 / 0795473524
Physical address 4438 Zekwa Street Ext 2
Vosloorus
EDUCATION
QUALIFICATION INSTITUTION YEAR COMPLETED
Senior Certificate Thubelihle High School 1993
Call Centre Certificate Call Centre Academy 1999
PC Advance Certificate
Kathorus Computer
Literacy
1998
Chartered Institute of Secretaries
and Administrator(CIS)
Unisa Current
Introduction to Business, Soft Skills
Training Certificate
President Excelsior Toast
Master Ambassador
1999
Diploma in Fundamental of
Microsoft 97
Damelin Computer School 1999
EXPERIENCE
COMPANY Liberty Health
POSITION Walk In Centre Consultant
TIMEFRAME 01 /06/2014 CURRENT
1. Claims – paid, unpaid, short paid, outstanding, incorrectly paid, stale and rejected claims. 1st
time resolution and give feedback to the member and close enquiry.
2. Membership – dependant registration/termination, change personal particulars, changing of
banking details, and loading of third party. Log enquiries and verify personal particulars and
assist with completion of forms and advise on supporting documents submission.
3. Contributions – verify banking detail for return debit order, reason for non-payment.
4. Benefits – assisting with option benefits according to scheme rules.

2. 5. Pre- registration list – weekly pre-registration list received from retention team is distributed to
all walk in centre consultant to follow up on members in order to retain and activate member
on the list. And check and collect all outstanding documents from financial advisors for their
member in order to get member’s activated.
6. Authorisation – chronic, hospital (casualty & admission), oncology & dialysis, crime trauma,
liberty baby benefits, international travel cover, primecure and carecross DSP’s.
It is very important to educate member on this procedures during the consultation.
7. Access to information – website registration, webmail, mobile self-service, primecure and
carecross network.
If member not registered I register them and show them where to access the information.
COMPANY Liberty Health
POSITION Telephonic Account Consultant
TIMEFRAME 01/03/2012 -31/05/2014
8. Contact FA to initiate accreditation to enable sells of health business.
9. Send FA introductory email with attached documents; follow up on status of accreditation
application.
10. Facilitate accreditation process with the CMS and FSB on behalf of FA’s.
11. Support FA’s in terms of related activities e.g. claims queues and provide on-going support.
12. Support FA’s through new business process and acquisition of new business.
13. Once accreditation is approved notify FA and BDC by phone or email as soon as possible.
14. Instruct FA to call CMS for their certificate once obtained, forward to me in order to obtain LMS
code
15. Support FA with their new business activation
COMPANY Liberty Health
POSITION Call Centre Agent
TIMEFRAME 01/01/2010 – 29/02/2012
1. Dealing with multiple queries from members, providers, 3rd parties, hospitals, internal and
external queries.
2. Benefits, scheme rules, members and contribution (suspensions) confirmation, account
payables (shortfalls, breakdown, identifying and rectifying errors in respect of payment
benefits.
3. Faxes, emails, correspondence, escalation of queries and administration.

3. 4. Collecting and preparing relevant documentation required by medical and dental advisors,
stale claim, prescribe minimum benefits and then liaise with member’s pre and post
applications.
5. Checking if members claims paid from the correct benefits
6. Ensuring excellent quality service to all members.
7. By checking and understanding of benefits.
8. Reconcile and MSA’s and send member’s statements.
POSITION Call Centre Agent
TIMEFRAME 01/07/2008 – 01/01/2010
1. Dealing with multiple queries from members, providers, 3rd parties, hospitals, internal and
external queries.
2. Benefits, scheme rules, members and contribution (suspensions) confirmation, account
payables (shortfalls, breakdown, identifying and rectifying errors in respect of payment
benefits.
3. Creating and sending tax certificate, membership certificate to members
4. Collecting and preparing relevant documentation required by medical and dental advisors,
stale claim, prescribe minimum benefits and then liaise with member’s pre and post
applications.
5. Checking if members’ claims paid from the correct benefits.
6. Ensuring excellent quality service to all members.
7. By checking and understanding of benefits.
8. Reconcile and MSA’s and send member’s statements.
COMPANY Uthingo Management
POSITION Call Centre Agent
TIMEFRAME 01/01/2000 - 31/04/2007
1. In house technician fixing lotto machine on line or send field service technician if needed.
2. Checking and capturing of client data by using help desk system.
3. Complete and escalates security forms and retailer’s adjustment forms to finance for an
approval.

4. 4. Dealing with suppression and activation of lotto machines and liaise with finance.
5. Liaise with operation and communication department to activate lotto machines.
6. Complete and escalates security forms and retailer’s adjustment forms to finance for an
approval.
7. Validating players winning numbers
8. Verifications of lotto tickets, dates and winning numbers.
ADDITIONAL COMMENTS
Competencies:
 Good Interpersonal skills
 Detail orientated and able to Multitask
 Hardworking & self-motivated
 Using initiative and good planning and organizational skills
 Telephone etiquette
 Problem solving skills
Achievements:
 Contribute well as a team player, and remain composed under pressure.
 Good interpersonal skills and able to communicate with staff and management at all levels
 Decision making skills
 Intercultural communication
Rewards and Recognitions – Uthingo Management
 Best supporter of the month - Going beyond the Call of Duty and being an inspiration to
others.
 Golden call of the month for outstanding performance and lasting contribution in regard to:
 Greeting skills
 Positive language
 Empathy
 Listen skills
 Closure on calls
 Adherence to schedules
Internal courses –At Uthingo Management
 Group Tele-personality / call centre –August 2006
 Player Thusong training August 2000
 Hotline training February 2001
 Essential communication skills for successful CRM module 1 & 2 August 2002
 Web-hotline user course August 2003
Internal courses –At Medicover 2000(PTY)
 Business writing skills July 2009

5. External course – Unisa
 Chartered Institute of Secretaries and Administrator(CIS)
Modules – Management Information System, Financial Accounting, General Principles of Commercial
Law, Communication, Human Resource, Taxation, Management Principle, Corporate Law,
Economics, Strategic and Operational Management, Management Accounting, Audit and
Independent Review Engagements.
Modules passed: Humane Resource Management, Communication, and Commercial Law 1A.
 Currently working towards completing the above mentioned course.
I am professional in all that I undertake to do and focus on being efficient, effective and organized in
regard to execution of all my duties. I am able to work independently or as a team member and I have
excellent interpersonal skills, I adapt easily to new challenges and I welcome change.
I am currently working toward completing my course.
Activities
At Uthingo we had an employee assistance program (EAP), I was a peer educator, working hand in
hand with (Tumi) a councillor that was employed by Uthingo to assist employees with personal and
work related issues. I was also extensively involved with initiatives such as World Aids Day, Breast
Cancer Awareness Day etc.
I was selected as an acting supervisor to fill in when there is no supervisor available or if one
supervisor goes on leave:
 Coordinate and manage the department in the absence of the.
 Ensure that all hotline equipment’s are in operational per shift and escalate report to
Management.
 Follow up on escalated queries and provide feedback.
 And ensure quality service and service level reached for the department.
Accounting Payable Clerk: volunteer in the department during close off and when most of lotto
machines are close due to non-payment and needed to be unsuppressed or lift up.
 Matching purchasing orders to delivery notes verify mathematical accuracy of invoices.
 Select invoices for payment in line with credit term.
 And perform other duties assigned by account payable supervisor.
Initiatives

6. As a walk-in centre consultant I have noticed that members come in for different services and they do
not care whether you work for the department they need assistance from or not. What they want is to
be serviced the way they expect. To fill the gap and to show Liberty as striving to become the best
customer-centric organisation, I have created for myself a system that will assist me to deliver the
best customer service even beyond the health department. E.g. Liberty clients/members do not
differentiate between Liberty Medical Aid, Life Style and Universal Cover, they see Liberty as a
brand/a whole. I made sure that I get all the information in regards to all the departments.
 For Claims, I know what to do to assist and what forms need to be completed from the,
different from the website(www.blueprint.co.za )
 After I have captured client’s detail I will send the claim form to the relevant department and
call to follow up if documents received.
For Traveling Cover I collect all the requirements needed for the policy to be issued, i.e.
 When a member comes in, instead of blindly referring the member to ER24. I will collect all
the relevant requirements from the member and email to ER24 (er24@zurich.co.za).
 Give member the contact details for ER24 to follow up after a day.
DECLARATION
Statement Yes No
I declare that all the information provided (including any attachments) is complete
and correct to the best of my knowledge. I understand that any false information
supplied could lead to my application being disqualified. X
.