Akhona Mtolo
SERVICE SPECIALIST
Phoenix
Summary
I have many years of experience as a client service agent in the contact centre environment and deliver excellent service from what is expected from me. With an ambition mindset I can achieve any challenge I give myself adapting and learning very fast.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Cash Desk
Truworths
- Assisting customers with queries, purchases and returns.
- 8 Months
Micro lending agent
ABSA
- Assist with application of micro loans.
- Promotional work for the micro loan.
- 9 Months
Call Centre Agent
Nedbank South Africa
01.2008 - Current
- Assisting clients with any technical needs on the banking app or online banking, and also serving as an outbound specialist.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Insurance Consultant
Mutual and Federal
09.2008 - 11.2008
- Streamlined client onboarding processes by implementing efficient data collection methods and reducing paperwork.
- Oversaw account management activities including billing inquiries, policy adjustments, and renewals to maintain high levels of client satisfaction.
- Delivered tailored insurance presentations to diverse audiences, demonstrating the benefits of specific policies and coverage options.
- Conducted thorough policy reviews for existing clients, identifying gaps in coverage and recommending appropriate solutions.
Education
NSS, Matriculated - English (1st Language), Afrikaans (2nd Language), Biology, Mathematics, Accounting, Business Economics
Stanmore Secondary School
01.2020
National Certificate - Banking And Finance
Chartell
Durban, South Africa 04.2001 -
Higher Certificate - Local Government And Development Management
Mancosa
Durban 04.2001 -
Skills
- Leadership
- Teamwork
- CRM Systems
- Communication
- Customer Service
References
- Anna, Pillay, Desk Supervisor, 031 566 4053
- Karen, HR Manager, 011 374 9111
- Angie, Hlophe, Team Leader, 031 261 5155
Timeline
Insurance Consultant
Mutual and Federal
09.2008 - 11.2008
Call Centre Agent
Nedbank South Africa
01.2008 - Current
National Certificate - Banking And Finance
Chartell
04.2001 -
Higher Certificate - Local Government And Development Management
Mancosa
04.2001 -
Cash Desk
Truworths
Micro lending agent
ABSA
NSS, Matriculated - English (1st Language), Afrikaans (2nd Language), Biology, Mathematics, Accounting, Business Economics
Stanmore Secondary School