Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Akhona Mtolo

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
Akhona MtoloSERVICE SPECIALIST