Ester Velo
Wanaheda,Namibia
Summary
Customer care, administrative, compliance professional with 6 years in medical aid administration, stakeholder liaison and IT support environments. Renowned for meticulous organization, empathetic client services, and process efficiency. Adept at navigating complex systems, training users, and improving operational workflows. Committed to continuous learning, adaptability, and excellence in every interaction.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Health Professionals Registration/Compliance & Membership Cards Advisor
Methealth Namibia Administrators
Windhoek, Namibia
10.2019 - 06.2025
- Registered, updated, and managed compliance data for 1000+ health professionals (Namibian & South African)
- Processed updates including banking, contact, and license information on multiple internal systems
- Liaised daily with doctors, client service teams, NAMAF & BHF, ensuring smooth communication and data integrity
- Retrieved, extended, and managed PR numbers, sheets and licenses across SigniFlow & Genero systems
- Deactivated/suspended health professionals on servers as per compliance policies
- Loaded and issued thousands of medical aid membership cards, ensuring timely rollout per SLA
- Installed, maintained & trained clients on health smartcard terminals; ensured signed user contracts
- Maintained inventory of biometric terminals & membership cards; ensured stock accuracy
- Recognized by supervisors and peers for exceptional accuracy and client-focused service
IT Helpdesk Technician
Methealth Namibia Administrators
Windhoek, Namibia
10.2018 - 09.2019
- Responded to hardware/software/network issues via phone, email & in person
- Installed and maintained systems; escalated complex issues to senior staff
- Logged support requests, resolutions, and maintained helpdesk documentation
- Guided staff on system use; trained new users for smooth onboarding
Client Service Consultant - Call Centre
Methealth Namibia Administrators
Windhoek, Namibia
02.2018 - 09.2018
- Managed high-volume inbound & outbound calls on medical aid benefits, claims, memberships
- Educated members on wellness programs & digital platforms
- Maintained detailed call logs & ensured data confidentiality
- Met and exceeded targets for customer satisfaction and call handling times
Education
NQF7 Diploma - Education (Pre/Junior)
International University of Management
Windhoek 01.2022 - 10.2025
NQF7 Higher Diploma - Business Information Systems
IUM
WindhoekCertificate - English Language Upgrade
IUM
WindhoekSkills
- Administration & compliance processing
- Customer experience (CX) mindset
- IT helpdesk support & troubleshooting
- Membership card management & biometric systems
- Health professionals' registration & compliance
- Communication & stakeholder liaison
- Microsoft Office
- Outlook
- Zoom
- CRM systems
- AI literacy
- Cybersecurity awareness
- Remote collaboration tools
- Problem-solving
- Adaptability
- Attention to detail
Accomplishments
- Widely recognized as the 'Queen of Administration and Customer Service' for consistently delivering top-tier exceptional support, services and process efficiency
- Exceeded performance targets across roles; praised by peers and supervisors
- Proactively led team training, contributing to higher departmental accuracy and customer satisfaction
References
- Carlo Gentz, Supervisor: HPs Registrations/Compliance & Membership Cards, Methealth Namibia Administrators, support3@methealth.com.na, +264 816217455
- Selma Paulus, Premiums Advisor, Premiums Department, Methealth Namibia Administrators, premiums08@methealth.com.na, paulusselma5@gmail.com, +264 813695309
- Laina Ndahambelela Mbandi, Company Secretary Intern (part-time), Momentum Metropolitan Namibia Limited, lainambandi@gmail.com, +264 812984000
Languages
- Oshindonga, native
- English, C2 listening & reading, C1 writing & speaking
Personal Information
- ID Number: 94051100499
- Passport Number: P1261133
- Date of Birth: 11/05/94
Languages
English
Proficient
C2
Timeline
NQF7 Diploma - Education (Pre/Junior)
International University of Management
01.2022 - 10.2025
Health Professionals Registration/Compliance & Membership Cards Advisor
Methealth Namibia Administrators
10.2019 - 06.2025
IT Helpdesk Technician
Methealth Namibia Administrators
10.2018 - 09.2019
Client Service Consultant - Call Centre
Methealth Namibia Administrators
02.2018 - 09.2018
NQF7 Higher Diploma - Business Information Systems
IUM
Certificate - English Language Upgrade
IUM