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Juliet Ndlovu
Johannesburg
Summary
Expertise in resolving complex customer queries while maintaining high data accuracy and compliance standards. Strong background in managing team performance and enhancing resolution efficiency through effective resource planning and training initiatives. Dedicated to delivering tailored solutions that meet customer needs and improve satisfaction.
Overview
26
26
years of professional experience
Work History
Customer Service Agent
3 Sixty Health
Houghton
12.2022 - 12.2025
- Resolved 280 telephonic queries weekly from members, brokers, and providers, directly contributing to improved client satisfaction.
- Increased client retention by proactively updating 25% of callers on service progress, fostering stronger client relationships.
- Enhanced resolution efficiency by 20% by routing queries to appropriate departments.
- Achieved product and soft skills knowledge targets to support service excellence.
- Maintained detailed statistics on over 1,400 monthly queries, supporting compliance with company policies.
- Improved data accuracy by 15% through meticulous monthly tracking of queries and correspondence.
- Managed calls and correspondence using Neo ProdP Euphoria health systems, ensuring adherence to risk compliance standards.
Customer Service Team Leader
Virgin Mobile SA
Fourways
03.2011 - 01.2021
- Led call center team to exceed performance targets and adhere to operational SLAs for queries.
- Executed training sessions for customer service representatives, fostering professionalism and accelerating complaint resolution.
- Monitored customer experience initiatives, including service ratings and social media feedback, to drive enhanced engagement.
- Tracked KPIs and quality metrics while providing regular coaching to identify trends and areas for improvement.
- Coordinated with workforce management for effective resource planning and operational efficiency.
- Verified refund and credit accuracy before submission to finance, maintaining compliance standards.
- Participated in meetings to identify business gaps and implement strategies that improved customer experience.
Sales Support Administrator
Virgin Mobile South Africa
Fourways
04.2008 - 02.2011
- Validated customer purchase orders to ensure operational continuity and improve customer satisfaction.
- Managed and updated sales order statuses in CRM, ensuring accurate and timely information flow.
- Coordinated with internal departments to support customers and streamline operational processes.
- Built and maintained supplier relationships while reviewing backlog reports to optimize order fulfillment.
- Informed sales manager of area activities and significant issues to support informed decision-making.
- Completed required reports and records promptly, maintaining high accuracy and timeliness standards.
Call Centre agent
Virgin Mobile South Africa
Fourways
05.2006 - 03.2008
- Resolved customer queries through efficient management of inbound calls, enhancing overall customer satisfaction.
- Engaged with members to identify concerns and provided tailored solutions, improving member retention.
- Addressed member feedback and complaints professionally and promptly, fostering positive member relationships.
- Processed product sales and placed orders in the computer system.
- Provided detailed product and service information to customers.
- Delivered empathetic service aligned with Virgin Mobile values.
- Adjusted strategies for diverse campaigns and product offerings.
Cellphone Consultant
CNA
Sandton
12.1999 - 04.2006
- Achieved or exceeded daily and monthly sales targets for prepaid and postpaid contracts with MTN, Vodacom, and Cell C.
- Collaborated with clients to assess needs and provide customized solutions that improved customer satisfaction.
- Executed merchandising strategies that increased product visibility and drove sales in retail spaces.
- Managed stock levels to reduce shrinkage and ensure optimal product availability for customers.
- Coordinated processes for goods collection, delivery, dispatch, ordering, and returns effectively.
- Balanced cash float and maintained cash books to ensure accurate financial transactions.
Education
Certificate NQF Level 4 - General Management
DYNA Training
Midrand08-2018
Cost and Management Accounting -
Unisa
01-1997
Senior Certificate -
Liberty Community College
04-1996
Skills
- Computer literacy and Microsoft Office
- Effective communication
- Empathy and active listening
- Self-motivation and resilience
- Problem-solving skills
- Time management and multitasking
Accomplishments
- Customer satisfaction boost: Handled 1400 calls per month using 3 Sixty Health Systems, ensuring compliance with risk and quality standards.
- Query resolution efficiency: Resolved over 1000 members queries monthly, maintaining 95% satisfaction by addressing claims, accounts plans, and balances efficiently.
- Willingness to continue learning helped me to retain members by efficiently educating callers of the new products and delivering service aligned with 3 Sixty Health standards.
References
Available on request
Summary - Objective
I have more than 15 years' experience in the Call Centre industry and have a thorough understanding of how to take ownership, formulate teamwork, analyze each case, and come up with appropriate feedback to deliver excellent customer service. Over the years, I consistently met my KPI's and at times exceeded expectations. As a result, I have moved to various departments and occupied different positions within a call centre environment. I am flexible in any form of challenge and engage in different situations and people. I believe that my skills and experience would be an ideal match for this position.
Timeline
Customer Service Agent
3 Sixty Health
12.2022 - 12.2025
Customer Service Team Leader
Virgin Mobile SA
03.2011 - 01.2021
Sales Support Administrator
Virgin Mobile South Africa
04.2008 - 02.2011
Call Centre agent
Virgin Mobile South Africa
05.2006 - 03.2008
Cellphone Consultant
CNA
12.1999 - 04.2006
Certificate NQF Level 4 - General Management
DYNA Training
Cost and Management Accounting -
Unisa
Senior Certificate -
Liberty Community College