Summary
Overview
Work History
Education
Skills
Languages
Reference
Timeline

BONGIWE MXALI

Johannesburg,South Africa

Summary

To enhance my professional skills, capabilities and knowledge in an organization which recognizes the value of hard work and trusts me with responsibilities and challenges.

Overview

10
10
years of professional experience
5
5
years of post-secondary education

Work History

Team Vitality Club Support Consultant

Discovery Limited
Sandton, Gauteng
04.2023 - Current
  • Assisting Team Vitality members with their queries,
  • Resolving escalated emails and inquiries,
  • Assisting with Team Vitality hospitality events,
  • Route and resolve resolution within the required SLA
  • Dealing with multiple telephonic queries
  • Dealing with queries through to resolution
  • Dealing with queries focusing on client satisfaction
  • Accurate logging of all interactions
  • Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
  • Accurate record keeping and quality feedback to direct line manager
  • Routing queries to the correct departments or teams for adequate resolution
  • Utilising all the Discovery systems required for all calls, queries and correspondence

Administrator Secondment

Discovery Limited
Sandton, Gauteng
01.2024 - 07.2024
  • Administration of Discovery Team Vitality running and cycling benefit
  • Processing Points and Cash backs
  • Relationship building with Discovery Partners
  • Ensure that all standard operating procedures and business rules are adhered to
  • Allocate Daily stats to the Team, Daily reports
  • Attending Discovery race events, Hospitality, and verifying Discovery members
  • Resolving predominantly e-mail queries and telephonic queries from internal and external Discovery partners
  • Prepare operational monthly reports
  • Updating and reviewing the Vitality Race calendar
  • Dealing with escalated calls or queries from external partners, communicate effectively with clients to resolve queries and escalations, ensure client expectations are met

Service Consultant

Discovery Limited
Sandton, South African
10.2022 - 04.2023
  • Dealing with multiple telephonic queries from Vitality members
  • Dealing with queries through to resolution
  • Dealing with queries focusing on client satisfaction and client retention outcomes
  • Accurate logging of all interactions
  • Ensuring that callers receive service in line with Discovery Standards
  • Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
  • Routing queries to the correct departments or teams for adequate resolution
  • Utilising all the Discovery systems required for all calls, queries and correspondence

Customer Service Specialist

Quantanite
Sandton, Gauteng
06.2020 - 06.2021
  • Log tickets for customer queries,
  • Update and load interactions,
  • Answer calls in accordance with SLA,
  • Emails Live chat, Inbound and outbound,
  • Ensure first call resolution queries are dealt with appropriately,
  • Route and resolve inquiries within the required SLA
  • Zendesk system

Customer Service Specialist

MultiChoice
Randburg, Gauteng
06.2014 - 08.2019
  • Creating new Dstv Accounts,
  • Assisting with Technical and billing queries,
  • Upselling new products,
  • Activating decoder insurance,
  • Escalating some queries to customer relationship management team,
  • Upgrading and downgrading services,
  • Live chat and Emails
  • Answering customer questions about the company, products, or services.
  • Resolving customer complaints.
  • Making changes to customers' accounts
  • Directing customers to the right department or supervisor

Education

Matric - Accounting

Bhukulani Secondary School, Johannesburg, Gauteng
01.2008 - 12.2012

Skills

  • Active listening
  • Attention to detail
  • Conflict resolution
  • Problem solving
  • Microsoft office
  • Communication
  • Decision making
  • Team work
  • Time management
  • Outstanding customer service
  • Complaint resolution
  • Microsoft Office
  • Team Leadership

Languages

English
Advanced
Zulu
Native
Xhosa
Advanced

Reference

  • Charne Vanderwalt - Quantanite Director 0824008389
  • Cecilia Maraba - Multichoice Human resource Manager 0788113633
  • Christine Wale - Discovery vitality Human resource manager ChristineW@discovery.co.za

Timeline

Administrator Secondment - Discovery Limited
01.2024 - 07.2024
Team Vitality Club Support Consultant - Discovery Limited
04.2023 - Current
Service Consultant - Discovery Limited
10.2022 - 04.2023
Customer Service Specialist - Quantanite
06.2020 - 06.2021
Customer Service Specialist - MultiChoice
06.2014 - 08.2019
Bhukulani Secondary School - Matric, Accounting
01.2008 - 12.2012

Similar Profiles

CREATE PROFILE
BONGIWE MXALI