Buhle Kubheka
Broker Support Consultant
Dobsonville, Soweto
Summary
Passionate and experienced Call Centre Champion with 20 years in customer service excellence at MTN (Ibridge Contact Centre Solution). Proficient in MS Office Suite, boasting strong analytical, presentation, and sales skills. Known for exceptional telephone etiquette and superb communication abilities. Eager to contribute to your team with a winning attitude. My extensive background and dedication position me uniquely to drive success and enhance customer satisfaction in your organization.
Overview
16
16
years of professional experience
1
1
Language
Work History
Broker Support Consultant
Medscheme (Afrocetric)
10.2025 - Current
- Assisted brokers in the medical aid insurance field with new applications, membership updates and claims-related queries
- Ensured all broker queries were followed through to resolution within required turnaround times
- Provided holistic, end-to-end support to brokers by addressing a wide range of administrative and service-related needs
- Liaised with relevant internal departments to track progress and resolve membership and claims issues
- Maintained accurate, up-to-date information on broker queries to support effective follow-up and resolution
- Built and maintained professional relationships with brokers by offering reliable, all-round support and clear communication
Contact Centre Agent (Lead Warm, Sales)
Afrishore BPO
02.2025 - 07.2025
- Received high volumes of inbound calls from warm leads for an American-based company in the home mortgage and health insurance sectors
- Engaged potential clients in needs-based conversations to understand their mortgage or refinancing requirements
- Explained available mortgage options in clear, simple terms to support client decision-making
- Addressed client questions and concerns to build trust and maintain a positive customer experience
- Persuaded potential clients to sign up for a new mortgage or refinance their existing mortgage where suitable
- Followed call handling guidelines and procedures while maintaining a professional and customer-focused approach
- Quickly build rapport with prospects, identifying needs and matching suitable products or services
- Follow compliance, scripting, and data protection guidelines on every call and digital interaction
Call Centre Champion
MTN (Ibridge Contact Centre Solution)
11.2021 - 06.2024
- Answer incoming calls and respond to customer's emails.
- Manage and resolve customer complaints.
- Sell products and place customer orders in the computer system.
- Identify and escalate issues to supervisors.
- Provide product and service information to customers.
- Research required information using available resources.
- Research, identify, and resolve customer complaints using applicable software.
- Process orders, forms, and application.
- Route calls to appropriate resources.
- Document all call information according to standard operating procedures.
- Recognize, document, and alert the management team of trends in customer calls.
- Follow up customer calls where necessary.
- Remote
Email Agent
Altron Bytes People Solutions (SASSA Campaign)
01.2021 - 08.2021
- Respond to customer's emails.
- Resolve customer complaints.
- Escalate issues to supervisors.
- Provide product and service information to customers.
- Follow up customer calls where necessary.
- SASSA Campaign
Contact center champion
MTN
01.2013 - 01.2021
- Answer incoming calls and respond to customer's emails.
- Manage and resolve customer complaints.
- Sell products and place customer orders in the computer system.
- Identify and escalate issues to supervisors.
- Provide product and service information to customers.
- Research required information using available resources.
- Research, identify, and resolve customer complaints using applicable software.
- Process orders, forms, and application.
- Route calls to appropriate resources.
- Document all call information according to standard operating procedures.
- Recognize, document, and alert the management team of trends in customer calls.
- Follow up customer calls where necessary.
- Upsell products and services.
- Complete call logs and reports.
- Other duties as assigned.
Sales Consultant
Sensi Paratee Trading (Independent Installers)
01.2016 - 03.2016
- Cold calling for rented and new clients.
- Targeting of specific areas.
- Ensure all equipment and response services are met.
- Technical liaison regarding installation booking - follow up.
- To ensure that personal target is met.
- To ensure that all contracts and quotations are completed accurately and in full.
- Assist with any problems or client complaints.
- Independent Installers
Data Specialist
MTN
01.2010 - 01.2013
- Install, configure, test, maintain and troubleshoot end user workstation hardware, networked peripheral software products.
- Attended to customers who have problems with their cell phones or the network.
- Advised customers with regards to the handset features and benefits.
- Blackberry handset support.
- Blackberry Admin Support.
- Assisted in advanced data support queries.
- Installation, configuration, and troubleshooting end user workstation hardware, networked peripheral software products.
- Liaising with Handset manufacturers regarding products, updates and new releases.
- Meeting customers expectations with the customer and sell products and services.
- Training on Handset Manufactures.
- Data Discussion with OSS.
- Customer skillUp.
- Internal Log/IP/WEB tracing regarding data usage queries.
- Data Training.
- Repair Process, Dispatch /Receiving.
- Network coverage Liaisons.
- Regional Support.
Education
Matric -
Lenz Public Secondary School
01-2001
No Degree - Google IT Support
Cousera
Online 04.2001 -
Skills
Proficiency in MS Office Suit
Good analytical and presentation skills
Telephone etiquette
Good communication and interpersonal skills
Good sales and closing skills
Timeline
Broker Support Consultant
Medscheme (Afrocetric)
10.2025 - Current
Contact Centre Agent (Lead Warm, Sales)
Afrishore BPO
02.2025 - 07.2025
Call Centre Champion
MTN (Ibridge Contact Centre Solution)
11.2021 - 06.2024
Email Agent
Altron Bytes People Solutions (SASSA Campaign)
01.2021 - 08.2021
Sales Consultant
Sensi Paratee Trading (Independent Installers)
01.2016 - 03.2016
Contact center champion
MTN
01.2013 - 01.2021
Data Specialist
MTN
01.2010 - 01.2013
No Degree - Google IT Support
Cousera
04.2001 -
Matric -
Lenz Public Secondary School