Itumeleng Joyce Netshitangani
Specialist - Complaints Management
4117 Bravo Str, Witpoortjie, Roodepoort
Summary
Agile Complaints Specialist and analytical problem-solver with excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Good in identifying trends and root causes then recommend methods of resolution.
Overview
17
17
years of professional experience
Work History
Specialist - Complaints Management
Mobile Telephone Network SA (MTNSA)
8 2015 - Current
- Manage and Analyze complaints, Identify Trends and Root causes, recommend methods of resolution via the Complaints Management Procedures and Practices
- Ensure effective service delivery and recovery to positively influence the Brand on public platforms such as Hello Peter, ICASA, Ombudsman, Consumer Protections Boards and the Media etc
- Highly diplomatic function acting as representative of the office of the Group Executive and working with senior management of MTN from General Manager level to the CEO
- Ensure Compliance to legal and regulatory requirements by (ICASA, NCC, Ombudsman, Regional Consumer Boards)
- Business risk management interaction and Management of own credit note spent.
Customer Service Consultant
Mobile Telephone Network SA (MTNSA)
12.2011 - 08.2015
- Handling general Accounts queries, e.g.: Payment confirmations and Arrangements, Credit limits, Suspensions, Account and Airtime Balances, General Network Problems, etc
Customer Service Consultant
Tlhalefang (Client Company outsourced by MTN)
12.2010 - 11.2011
- Handling general Accounts queries, e.g.: Payment confirmations and Arrangements, Credit limits, Suspensions, Account and Airtime Balances, General Network Problems etc
Call Centre Service Consultant
Sibize International Calling
- Handling of queries concerning the municipality such as: Water, Sewerage and Electricity outages and damages
- Dispatching of Plumbers or Electricians to the affected area
- Follow ups on unresolved queries
- Number of calls per day: +-200 calls
Call Centre Service Consultant
Sibize International Calling
- Reserving bookings for Driver's and Learner's Licenses
- General License renewal queries regarding, general queries on all Departments within the Gauteng Provincial Government and call Transfers
- Number of calls per day: +-250 calls
Call Centre Agent (Outbound Sales)
Dialogue (MTN Banking project)
05.2007 - 02.2008
- Activation of MTN Banking service and technical advice
Education
Postgraduate Diploma - Project Management
The Management College of Southern Africa (MANCOSA
Johannesburg, South Africa 04.2001 -
Bachelor of Commerce - Project Management
The Management College of Southern Africa (MANCOSA
Johannesburg, South Africa 04.2001 -
Higher Certificate - Project Management
The Management College of Southern Africa (MANCOSA
Johannesburg, South Africa 04.2001 -
Six Sigma - Yellow Belt
MTN Academy
Johannesburg, South Africa 04.2001 -
Skills
Complaint resolution
Customer Service
Attention to Detail
Regulatory Compliance
Effective Communication
Problem-Solving
Business risk management
High School Attended
Ennerdale Secondary School
Grade 12
Subjects: English, Afrikaans, Mathematics, Geography, Science & Biology
Year: 2001
Homeaddress
Witpoortjie Estate, unit 4117 Bravo str, Roodepoort
Cellnumber
083 200 1706
Health
Excellent
Driverlicense
Code 10 (C1)
Personal Information
- ID Number: 830201 0678 086
- Date of Birth: 02/01/83
- Gender: Female
- Nationality: South African
- Marital Status: Married
References
- Mrs Sheila Naidoo, Mobile Telephone Network SA, Manager, 011 912 3000
- Mr. Khotso Molefe, Sibize (GPG Information Supervisor), (011) 891 7200 or 074 707 5222
- Mr. Lawrence Dire, Sibize (Ekurhuleni Metropolitan Municipality Supervisor), 082 083 7897
Languages
English
Advanced (C1)
Sesotho
Advanced (C1)
Timeline
Customer Service Consultant
Mobile Telephone Network SA (MTNSA)
12.2011 - 08.2015
Customer Service Consultant
Tlhalefang (Client Company outsourced by MTN)
12.2010 - 11.2011
Call Centre Agent (Outbound Sales)
Dialogue (MTN Banking project)
05.2007 - 02.2008
Postgraduate Diploma - Project Management
The Management College of Southern Africa (MANCOSA
04.2001 -
Bachelor of Commerce - Project Management
The Management College of Southern Africa (MANCOSA
04.2001 -
Higher Certificate - Project Management
The Management College of Southern Africa (MANCOSA
04.2001 -
Six Sigma - Yellow Belt
MTN Academy
04.2001 -
Specialist - Complaints Management
Mobile Telephone Network SA (MTNSA)
8 2015 - Current
Call Centre Service Consultant
Sibize International Calling
Call Centre Service Consultant
Sibize International Calling
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