Khakhathi Nancy Nenjelele
Johannesburg
Summary
PROFILE
Positive and upbeat Customer Service Specialist with 3 years of experience in fast-paced, customer-facing roles. Highly adaptable to addressing diverse customer needs with a proven history of building trust, resolving concerns, and maintaining long-term loyalty. Collaborative leader dedicated to fostering an engaged, empowering work culture. Skilled in building and maintaining relationships with diverse stakeholders in dynamic settings.
Overview
2024
2024
years of professional experience
Work History
Customer Service Specialist
Standard Bank Of South Africa (CIB)
4 2016 - 2023.11
- Remote Relationship Management: Generated and ensured direct approaches with customers using non-personal methods such as email, phone, or chat, establishing the customers’ needs and objectives in order to improve customer satisfaction and loyalty.
- Timely and Effective Support: Delivered appropriate customer support from within a virtual environment through multiple digital interfaces by addressing questions and problems to attending customers in a high standard manner.
- Virtual Onboarding: Offered remote onboarding sessions whenever onboarding new customers to help facilitate processes and increase how fast they use our services and for what script.
- Engagement Monitoring: Used remote analytics to track customers’ usage of our products and their level of engagement so as to find ways to make them better hence facilitating growth.
- Cross Functional Collaboration: Provided internal feedback to product teams through online meetings, enhancing products and services based on database clients’ replies.
- Training Development: Created and produced Resource Centers, online manuals, and tutorials to help clients be more effective within the deployed products or services.
- Proactive Risk Management: Anticipated and dealt with emerging issues or conditions bothering on challenges or risks while working remotely and leading to solutions that kept high levels
Business Online Customer Service Consultant
Standard Bank of South Africa
2012.09 - 2016.04
- Provided client support services on technical and product-related queries to clients and internal stakeholders.
- Handled inbound and outbound calls efficiently, addressing client inquiries and resolving issues promptly.
- Managed multiple deadlines across various business units, demonstrating strong organizational and multitasking skills.
- Delivered exceptional technical support, guiding clients through troubleshooting processes.
- Coordinated with internal teams to escalate and resolve complex technical problems.
- Conducted product training sessions for clients to enhance service utilization.
- Monitored and analyzed call center performance metrics, implementing strategies to enhance service delivery.
- Ensured compliance with all regulatory requirements and internal policies.
- Developed and maintained comprehensive documentation for client interactions.
- Fostered strong relationships with corporate clients, consistently meeting service expectations.
- Managed high-volume of customer interactions, resulting in 50% increase in customer satisfaction scores.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Data Capturer
First National Bank
2010.01 - 2012.08
- Entered information from various documents into digital formats for storage and transmission.
- Consistently verified accuracy and completeness of data entries.
- Conducted regular checks to maintain high levels of data accuracy and validity.
- Assisted in developing templates to streamline capturing of information
- Separated information into different sections to categorize and identify specific characteristics.
- Supported development and implementation of data entry procedures to improve accuracy and efficiency.
- Ensured client data was handled with utmost confidentiality and security.
Education
Certificate of Higher Education -
Vuwani Secondary School
Bachelor of Commerce in Project Management -
The Management College of Southern Africa (MANCOSA
12.2025
Certificate of Higher Education - Introduction To Data Analytics
Coursera
2024
Skills
- Strong customer service experience
- Excellent communication and interpersonal skills
- Patience and Emotional Intelligence
- Problem-Solving and Critical Thinking
- Ability to Analyze and Report data
- Technical Proficiency and Product Knowledge
- Proven ability to multitask, prioritize, and manage time efficiently
- Proficiency with Microsoft Office Suite
- Upselling and Cross-selling:
- Tools for Customer Relationship Management (CRM)
Accomplishments
- Recognized by management for projects
- Coordinated staff events for leader
- Received Top performer, Service excellence and Team player awards
- Lean Sigma completed
- OHS representative from 2022-2023
Timeline
Business Online Customer Service Consultant
Standard Bank of South Africa
2012.09 - 2016.04
Data Capturer
First National Bank
2010.01 - 2012.08
Bachelor of Commerce in Project Management -
The Management College of Southern Africa (MANCOSA
Customer Service Specialist
Standard Bank Of South Africa (CIB)
4 2016 - 2023.11
Certificate of Higher Education -
Vuwani Secondary School
Certificate of Higher Education - Introduction To Data Analytics
Coursera
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