Naledi's township upbringing meant her exposure to professions was somewhat limited, primarily encompassing doctors, nurses, police officers, and teachers. But her innate curiosity about the human body and mind, and their interplay, was undeniable. Initially convinced medicine was her only option, she enrolled in a BSc at the University of Pretoria. It was during this time that she uncovered numerous alternative professional paths, each capable of fulfilling her profound interest in human biology. She went on to triple major in Human Physiology, Psychology, and Genetics.
On completion of her degree, although her sights were set on furthering her studies, due to financial constraints, Naledi was pushed into the working world fulfilling an administrative position at Lancet Laboratories. Stuck in a paperwork role, she later came across a client service position advertised at Next Biosciences. She initially overlooked the role itself as her attention was drawn to the company’s focus - her passion, genetics.
“I have always considered myself as an introvert, hiding behind emails and avoiding phone calls. A client service role was completely out of my comfort zone, but I decided to push myself. I really wanted the exposure to how what I had studied in genetics was being applied in business.”
Naledi imagined a client service role would entail the likes of call centre work, but soon realised she had stepped into a dynamic position that offered far more depth, engagement, and influence. She likened the client service role in the Next Biosciences business as one that had the potential to influence the fate in every interaction that patients may have with the business. Naledi keeps the team flying in formation so that patients feel as though the business is right there with them each step of the way throughout their entire journey with Next Biosciences. In doing so, playing a part in whether these interactions result in a sale or loss, a good or bad experience, a lasting relationship, or a forgotten encounter. A role she has learnt to understand, deeply value, and find genuinely gratifying.
“It's my responsibility to translate complex jargon into layman's terms, to simplify the process and keep the patients feeling informed and heard. It requires empathy because you are dealing with a lot of sensitive patients, from pregnant and hormonal to others who have suffered the loss of a baby, and some undergoing the difficulties of IVF treatment. Compassion is everything.”
Dedicated to the Next Biosciences value of delivering exceptional client service, Naledi brings a calm demeanour to all she encounters. Reflecting on the connections she’s made with patients, their feedback reassures her that she’s living up to the high standards she has set for herself. When clients ask for her by name, it’s a testament to the trust she has built, and the pride in the job she performs. The progression from Client Services Consultant to Senior, and ultimately to Client Services Manager, is a tough ascent. For Naledi, this path was made navigable by her colleague and unwitting manager, Andrea Long, whose steadfast conviction in her potential continues to be a constant source of conviction, even on days Naledi questions herself.
“If I could tell my younger self one thing, it would be not to shrink myself to make others feel comfortable. To fully be myself. People would tell me that I am too emotional or too sensitive, but I’ve realised that those are the very traits that have helped me excel in my career, and personally, too. What we may initially see as a weakness sometimes turns out to be our greatest strength.”
Naledi encourages us to broaden our minds about scientific professions, revealing the multitude of impactful roles that thrive outside the traditional lab setting. In a role like Client Services, you are mastering the art of human science in every encounter; there is no formula. Every interaction is unique, where everyone is looking for a personalised experience - precisely what patients crave in an age of AI and automated engagement. People want to be remembered, valued, and seen; they yearn for genuine connection and understanding. This is the magic that Naledi brings to the patients interacting with the Next Biosciences business.
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