Mabule Makwela
International Operations Specialist
Midrand
Summary
Experienced and dedicated customer service professional with 8 years of experience in client-facing roles. Possess a certificate in strategic marketing and a qualification in Quality Management. Currently employed in the aviation industry. Patient Client Service Executive operates in dynamic and fast-paced environment in Customer Service field. Specialties include remedying customer issues, investigating quick fixes and executing yearly formal business plans. In-depth knowledge of Marketing and Quality. Exceptional interpersonal and organizational skills.
Overview
8
8
years of professional experience
3
3
Certifications
6
6
Languages
Work History
Client Services Executive
International SOS
2 2022 - Current
- Receive emergency calls from airliners and maritime vessels -Managed over 100 Calls per day.
- Create online customer profile and populate relevant information
- Obtain consent to share personal Information
- Arrange relevant emergency medical services
- Generate payments for medical services provided and invoice associated client
- Follow up client cases, action, escalate or close cases as appropriate and provide feedback to management.
- Led by example in embodying company values and promoting culture of professionalism, integrity, and client focus within team
Senior Quality and Operations Specialist
Capitec Bank
10.2020 - 01.2022
- Monitor inbound and outbound calls and emails responses from airliners and maritime vessels (Managed over 100 customer calls per day)
- Create online customer profile and populate relevant information
- Analyzing data to measure customer service quality
- Address deficiencies in Contact Centre by taking necessary corrective action to rectify issues and improve overall performance
- Record customer feedback, track adherence to SLA.
- Evaluated current procedures for efficiency gains, creating detailed reports outlining recommendations for improvements where applicable
- Collaborated across departments to identify opportunities for process improvements and increased efficiency
Client Care Agent
Cell C
08.2016 - 09.2020
- Sales agent specializing in mobile telecommunications solutions
- Processing credit applications, vetting and approvals
- Retaining clients by reviewing current product offerings, tailoring to client's needs, and offering current promotional packages.
- Reviewed and executed confidential documents, contracts and disclosures
- Resolved caller issues quickly and thoroughly
Education
Diploma - Quality Management
Alison
Johannesburg 05.2001 -
Skills
Time management skills
Customer Service
Quality Control
Teamwork and Collaboration
Customer Relationship Management (CRM)
Effective Multitasking
Time management expertise
Performance Tracking
Data Analysis Capabilities
Client Relationship Building
Certification
Mancosa - Digital Marketing (crafting a winning strategy)
D O B
03/11/96
Personal Information
Gender: Male
Timeline
Senior Quality and Operations Specialist
Capitec Bank
10.2020 - 01.2022
Client Care Agent
Cell C
08.2016 - 09.2020
Diploma - Quality Management
Alison
05.2001 -
Client Services Executive
International SOS
2 2022 - Current
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