Elvis Thulane Mjoli
Soweto
Summary
Dynamic Customer Service Representative with a proven track record, excelling in technical support and customer retention. Adept at resolving complex issues and fostering strong relationships, I leverage excellent people skills and strategic management to enhance customer satisfaction and drive repeat business. Committed to project completion and continuous improvement.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
IContact BPO
Johannesburg
05.2025 - Current
- Managed customer inquiries through phone support channels.
- Resolved product and service issues by suggesting alternative products for out-of-stock items.
- Educated customers on product features, benefits, and usage guidelines for special offers.
- Provided feedback to management on common customer concerns for improvement strategies.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and returns.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Reception and Administration
SUNSET DENTISTRY
03.2021 - 08.2023
- Responsible for confirming ICD and ICD10 codes and client benefits with the medical aids.
- Responsible for calling medical aids and confirming client medical aids.
- Handling incoming and making outgoing calls to patients.
- Responsible for creating and sending of patient pre-treatment profiles.
- Responsible for creating and sending out patient quotations.
- Responsible for creating client profiles on the Elixir Live.
- Responsible for the billing of patients paying in cash, medical aid and debit or credit cards on Elixir Live.
- Responsible for crediting patients on the Elixir Live.
- Responsible for creating and sending patient cost estimates and bills.
- Responsible for creating and submitting medical aid orthodontic authorizing.
Sales Agent
PLATINUM LIFE
10.2019 - 12.2019
- Selling of cancer cover to clients.
- Assisting with unfinished sales.
Call Screener for MTN 112 Emergency
Europ Assistence
11.2018 - 09.2019
- Assisting Callers with police, fire department and ambulance service within South Africa.
- Warm transfer callers to the different departments.
- Locate the nearest police station, fire department or ambulance service based on where the customer is located.
Technical Support Specialist (Tier 1)
Conduent - A Xerox Company
06.2016 - 03.2017
- Diagnose customers devices to spot the problem.
- Screen view with the customer to ensure that they are pressing the correct keys.
- Conduct account recovery for customers.
- Run security checks to ensure I am speaking to the correct customer.
- Refer customers to the store for hardware problems.
- Assist customers with updating their devices.
- Assist customers with Accessing accounts if they blocked.
- Assist customers with using their devices with their computers.
- Assisting customers with syncing their devices.
Sales Agent
FNB CONNECT
10.2014 - 02.2015
- Selling of contract phones to FNB customers.
- Selling of FNB connect sim cards to FNB customers.
- Selling of FNB connect packages to FNB customers.
Customer Service Specialist
Webhelp SA - Outsourcing Vodaphone UK
04.2014 - 02.2015
- Assist Pay as you go customers with their queries.
- Assist with technical support and troubleshooting.
- Assist with pay as you go customer moving to contract.
- Assist with porting customers number to a different network.
- Explain cell phone bills and charges.
- Retention of customers who want to move to different networks.
- Check delivery status of headsets.
Commercial Reporter
Transunion
09.2012 - 12.2013
- Responsible for performing credit checks on customers we wish to purchase with cheques at retail stores.
- Detect and prevent identity theft.
- Approve cheques payments on behalf of retail stores and government departments.
- Cold call companies within the Southern African region and conduct interviews on their business.
- Upload the information to the Transunion database.
Customer Service Representative
Aegies Global - Outsourcing Virgin Mobile UK
08.2011 - 05.2012
- Handling incoming calls for prepaid and contract customers.
- Retention of customers
- Assist customers with upgrades
- Technical support on customers devices
- Trouble shooting technical queries
- Registration of customers on the system
- Setup delivery with couriers for customers
- Explain bills and charges to customers and advise on how best to use their devices
- Assist with porting customer number to a different network
Education
RE5 Regulatory Examination - Representatives in all Categories of FSPs
Moonstone
01.2021
Introduction to Computing and Call Centre - Introduction to computing, Typing windows XP, Professional Microsoft word, Access, Excel, Telephone skills, I.T. Induction, Call Center communication skills, Strategic Planning
Havatech Skills and Development
01.2011
National certificate - Grade 12
Malvern High School
01.2007
Skills
- Understanding of financial administration
- Strategic management
- General management competencies
- Strategic leadership
- Visionary leadership
- Team player
- Excellent people skills
- sensitive
- Understanding
- Supportive
- Courageous
- Initiates tasks
- Follows through on tasks
- Project completion
References
- Aegis BPO, Sydney (Team Leader), (011) 461 - 9000, 0834226972
- Transunion, Elias Mandishona (Team Leader), 0725502482
- FNB Connect, Mpho, (011) 331 0000
- Webhelp SA, Mpho Matabane (Human Resource), 0872852345
- Conduent - A Xerox Company, Katleho Kuhao (Team Leader), 0613136483
- Europ Assistence, Amos (Operations Manager), (011) 991 - 8000
- Platinum Life, Talent (Trainer), 0843144177
- Sunset Dentistry, Jeanette Mohlastane (Branch Manager), 0836445975
- IContact BPO, Matshidiso Tloue (Team Leader), 0677435662
Personal Information
- ID Number: 8712275253088
- Health Status: Excellent
- Criminal Record: None
- Date of Birth: 12/27/87
- Gender: Male
- Nationality: South African
- Marital Status: Single
Timeline
Customer Service Representative
IContact BPO
05.2025 - Current
Reception and Administration
SUNSET DENTISTRY
03.2021 - 08.2023
Sales Agent
PLATINUM LIFE
10.2019 - 12.2019
Call Screener for MTN 112 Emergency
Europ Assistence
11.2018 - 09.2019
Technical Support Specialist (Tier 1)
Conduent - A Xerox Company
06.2016 - 03.2017
Sales Agent
FNB CONNECT
10.2014 - 02.2015
Customer Service Specialist
Webhelp SA - Outsourcing Vodaphone UK
04.2014 - 02.2015
Commercial Reporter
Transunion
09.2012 - 12.2013
Customer Service Representative
Aegies Global - Outsourcing Virgin Mobile UK
08.2011 - 05.2012
RE5 Regulatory Examination - Representatives in all Categories of FSPs
Moonstone
Introduction to Computing and Call Centre - Introduction to computing, Typing windows XP, Professional Microsoft word, Access, Excel, Telephone skills, I.T. Induction, Call Center communication skills, Strategic Planning
Havatech Skills and Development
National certificate - Grade 12
Malvern High School
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