Sifiso Marvin Mahlaba

Currently serving as a Pharmacist Assistant, providing essential support in medication dispensing and patient care within a retail pharmacy setting.

• Assisted pharmacists in dispensing medications accurately and efficiently, adhering to all regulatory guidelines.
• Provided direct customer service, answering patient queries and ensuring a positive pharmacy experience.
• Managed prescription processing and inventory tasks to support daily operations.

Supports medication delivery operations by managing prescriptions, patient communications, and administrative tasks for a courier pharmacy.

• Processed DOH prescriptions, ensuring accuracy and compliance for timely medication dispatch.
• Managed patient communication to confirm delivery addresses and resolve medication queries, improving delivery success rates.
• Streamlined daily reporting and administrative tasks, enhancing team efficiency and operational flow.
• Coordinated with colleagues to distribute responsibilities, ensuring smooth handling of high-volume medication orders.

Managed high-volume inbound and outbound calls, resolving medication and delivery queries for a courier company.

• Handled a high volume of calls related to medication deliveries and inquiries, consistently meeting service level targets.
• Verified and updated patient delivery addresses and medication queries, minimizing delivery errors and improving customer satisfaction.
• Collaborated with the courier team to track and expedite medication deliveries, ensuring timely patient access to essential prescriptions.
• Transferred complex clinical queries to pharmacist assistants and performed security checks via email, maintaining data integrity.

Provided comprehensive customer service and prescription management, ensuring accurate medication dispensing and patient record keeping under pharmacist supervision.

• Greeted customers and assisted in locating OTC medications, enhancing the in-store experience and accessibility.
• Processed prescriptions from patients and healthcare providers, ensuring accuracy and completeness before pharmacist approval.
• Prepared and labeled medications, including ointments, creams, and liquids, according to prescriptions and pharmacist guidance.
• Managed stock levels, restocked shelves, and ordered supplies, contributing to efficient inventory management and preventing shortages.
• Maintained accurate patient records and prescription histories, ensuring data integrity and compliance.

Managed vehicle replacement logistics and provided customer support, optimizing operational processes and enhancing client satisfaction.

• Coordinated vehicle replacements for clients, collaborating with branches to ensure vehicle availability and timely service.
• Created and managed queries on the system for seamless communication with insurance providers, streamlining claims processes.
• Conducted root cause analyses and implemented improvements, identifying and resolving business process inefficiencies.
• Compiled and submitted weekly and monthly reports on evaluation and calibration scores, providing actionable insights to management for performance tracking.
• Influenced and developed team members, providing support and feedback to improve operational efficiency and achieve set targets.

Supervised call center operations, ensuring high-quality customer service and agent performance through coaching and monitoring.

• Monitored and evaluated agent calls to maintain accurate details and statistics, ensuring adherence to quality standards.
• Coached agents on call handling techniques, improving overall customer service delivery and call resolution rates.
• Resolved complex billing queries and technical breakdowns on devices, enhancing customer satisfaction.
• Identified knowledge gaps and organized training sessions, contributing to continuous improvement in agent performance.