Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Khuthala Duma

Client Service Representative
34302 Phandle Street Harare Cape Town

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

10
10
years of professional experience
13
13
years of post-secondary education
3
3
Languages

Work History

Merchant Support Consultant

Capitec Bank
Cape Town
11.2024 - Current
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

Customer Service Representative

Tech Mahindra South Africa Pty Ltd
Cape Town
04.2022 - 11.2024
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Document Vetting Consultant

Capfin SA Pty Ltd
08.2016 - 04.2022
  • Processing new and reload applications, working as a team and individuals and logging and resolving clients inquiries.
  • Analyze and accurately capture clients proof of Income and personal details, verify and look out for fraudulent documentation.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Collected, arranged, and input information into database system.


Customer Service Representative

WNS Global
11.2015 - 07.2016
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

Bachelor of Arts - Incomplete

University of The Western Cape
Cape Town, South Africa
04.2001 - 06.2014

Matric -

Bulumko Senior Secondary School
Cape Town, South Africa
04.2001 - 2010

Skills

  • Dispute Resolution

  • Critical Thinking

  • Customer Service

  • Communication skills

  • Data Collection

  • Computer Proficiency

References

Capitec Bank Limited

Mr Laurenzo Adams - Team leader

+27788347139/LaurenzoAdams@capitecbank.co.za


Techmahindra SA Pty Ltd

Mr Thando Mlaba- Team leader

+27676347918 /+27 (11) 676-2800


Capfin Sa Pty Ltd

Ms Veleshka Katzen - Team leader

0812717371 / 0873540002


WNS Global

Ms Zainad Mahomed - Team Leader

0817261136/0219834313

Timeline

Merchant Support Consultant

Capitec Bank
11.2024 - Current

Customer Service Representative

Tech Mahindra South Africa Pty Ltd
04.2022 - 11.2024

Document Vetting Consultant

Capfin SA Pty Ltd
08.2016 - 04.2022

Customer Service Representative

WNS Global
11.2015 - 07.2016

Bachelor of Arts - Incomplete

University of The Western Cape
04.2001 - 06.2014

Matric -

Bulumko Senior Secondary School
04.2001 - 2010

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Khuthala DumaClient Service Representative