Wendy Makaza
About Candidate
I am a highly skilled Customer Service Representative professional with experience in coordinating administrative tasks, scheduling appointments, handling inbound and outbound confirmation calls, texts and emails; cancellations and queries from clients. I am also well versed in insurance verification and billing for clients and/or patients, and able to populate information in relevant software.
The organizations I have worked for include Zimworx, which gave me experience in customer service and dental coordination/ front desk administrative assistant role; predominantly managing new patient appointment scheduling, handling queries, confirmation correspondence with new and existing patients and insurance verification.
Currently, I am working as a Communications and Documentation Officer for a Welthungerhilfe Water, Sanitation and Hygiene initiative that covers Chegutu rural district in Mashonaland West province; and Welthungerhilfe Anticipatory Humanitarian Action Facility (WAHAFA) project covering a total of 5 wards in Mbire district. Responsibilities responsibilities involved liasing with the organisation’s partners, stakeholders and district officers on project updates, evaluations and report writing.
Many of my skills, education experience and personal disposition are transferable and given the opportunity; I have a very strong conviction that I will be a valuable asset to demonstrating great customer service and managing administrative tasks thereafter. I gained experience in managing my own projects under Actionaid Zimbabwe as a volunteer, whereby I took the lead of multiple initiatives at the same time with other young people with the same vision thereby gaining skills in multitasking under pressure.
I have an ability to work remotely as I have with Zimworx which is based in Harare for clients based in America. This has given me experience in working in hybrid situations and adapting to diverse cultures. I am very resourceful in building and maintaining valuable and trusting relationships with stakeholders through consistent engagements. Testimonial to this is as administrative assistant, clients would request that I handle their accounts and appointments due to being treated warmly. I also managed to bring together young people from Global Platform Zimbabwe – Actionaid Zimbabwe, create opportunities to amplify our skills to achieve our shared goals such as online campaigns, strategic fundraising concepts and improve youth-friendly strategies in implementing programs.
Education
Class 2.2
Work & Experience
• Developing effective resources for all project stakeholders, identifying visibility opportunities, meeting with government authorities as well as partner agencies, communities and community leaders, and keeping them informed about successes and challenges. • Documenting and engaging content for various organizational channels including social media, website, newsletters and more. This includes writing articles and social media posts, as well as creating visual content such as videos. • Managing social media accounts, monitoring engagements, responding to comments, queries, inboxes and track performance using analytic tools. • Lead in documentation of Water, Sanitation and Hygiene (WASH) Systems Strengthening Initiative (WSSI) project knowledge gathered through case studies, stories, attitude shifts and social accountability, Protection from Sexual Exploitation, Abuse and Harassment (PSEAH), building blocks-response changes to be used for further advocacy and learning purposes. • Documentation of meetings and outreaches of Welthungerhilfe's Anticipatory Humanitarian Action Facility (WAHAFA) program in FCTZ’s operating district as implementing partner of the People-First Impact Method (P-FIM) community engagements. • Develop written materials regularly that illustrate the impact of the project work and its context and share project brief notes with both internal staff and government stakeholders. • Assist in the preparation of monthly, quarterly and annual reports for submission to the donor. • Ensure that all communication and documentation activities and materials are consistent with established national best practices and FCTZ communication policy. • Perform any other duties as assigned by supervisors (M&E Officer and Programs Manager).
• Taking inbound calls and making outbound calls for the office (these range from potential new patients with questions on their insurance, how far the schedule goes out, patients checking the time and date for their appointments; new patients who want to schedule, billing requests and queries, e.t.c) • Scheduling and rescheduling appointments • Responding to texts, emails and chats on various office web portals such as on Weave and Simplifeye (for schedules, billing, queries on Financial Accounts, e.t.c) • Redirecting inquiries for specific issues, especially billing, Spanish speaking patients who need a Spanish speaking representative, or requests from patients or service providers to speak to a specific person in the office • Insurance verification with service providers for new patients and re-verification of insurance for existing patients • Populating end of day report spreadsheets • Any other tasks as assigned
• Development of concept notes and/or proposal writing • Planning and managing youth hub activities (youth – friendly and gender sensitive programming) • Report writing and acquittals • Presenting on and hosting online programs and physical engagements • Producing podcasts, vlogs and running social media campaigns • Mobilization of young people for activities • Sourcing potential partners for specific youth hub activities and/or outreaches • Communication with relevant stakeholders for relevant meetings, workshops and engagements
