Makgafela Maja
Johannesburg
Summary
Highly accomplished, customer-focused, and results-oriented Customer Experience Professional with more than five years of progressive experience delivering exceptional customer service, technical support, and customer relationship management within one of South Africa's leading telecommunications organizations. Possesses a Bachelor of Commerce in Marketing Management complemented by extensive practical experience managing customer interactions in highly regulated, performance-driven, and service-centric environments. Demonstrates extensive expertise in customer experience management, complaint resolution, CRM systems, customer retention, compliance, governance, technical support, sales support, customer engagement, and operational excellence. Proven ability to manage high volumes of customer interactions while consistently maintaining outstanding quality standards, regulatory compliance, and customer satisfaction. Possesses strong analytical and investigative abilities with a proven track record of identifying operational risks, escalating critical matters appropriately, and collaborating with cross-functional teams to deliver timely customer solutions. Highly skilled in maintaining accurate customer records, ensuring data integrity, protecting confidential information, and complying with organisational policies, governance standards, and regulatory requirements.
Experienced with managing front desk activities and maintaining welcoming atmosphere for clients. Utilizes strong organizational skills and attention to detail to streamline office operations. Knowledge of effective communication techniques and customer service principles to enhance visitor experiences.
Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.
Well-organized professional equipped with varied experiences in administrative roles. Driven to increase overall efficiency while maintaining filing systems and screening and answering numerous phone lines daily. Positive and upbeat Customer Service Specialist bringing 9years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. Builds positive client relationships through clear communication, active listening, and professional front-line support. Coordinates appointments, visitor handling, records management, and office administration while maintaining accuracy, discretion, and a welcoming experience for customers and colleagues. Contributes to service improvement by handling competing priorities, supporting team objectives, and adapting quickly to changing demands. Resolves customer queries, technical issues, and complaints with a calm, solutions-focused approach that supports customer retention and satisfaction. Maintains accurate systems, manages confidential information, and works closely with teams to escalate risks, update records, and deliver consistent service. Strengthens daily operations through organised scheduling, reception support, and dependable administrative assistance.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Customer Representative (Customer Experience & Compliance)
MTN South Africa
05.2022 - 06.2026
- Customer Experience Management
- Deliver exceptional customer experiences by professionally handling customer enquiries across multiple communication channels while maintaining high service standards.
- Build long-term customer relationships by understanding customer needs and providing personalised solutions.
- Promote customer satisfaction through proactive engagement and effective communication.
- Customer Service Operations
- Resolve a wide range of customer enquiries efficiently while adhering to organisational service standards.
- Manage large volumes of inbound customer interactions within demanding service environments.
- Ensure all customer interactions comply with service level agreements and turnaround times.
- Complaint Resolution & Service Recovery
- Investigate customer complaints thoroughly to identify underlying issues.
- Resolve escalated customer concerns promptly while ensuring customer satisfaction.
- Apply effective conflict resolution techniques to de-escalate challenging situations.
- Compliance & Risk Management
- Ensure strict compliance with company policies, governance frameworks, and regulatory requirements.
- Identify operational risks during customer interactions and escalate appropriately.
- Protect confidential customer information in accordance with organisational policies and legislation.
- CRM & Customer Information Management
- Capture customer information accurately within CRM systems.
- Maintain complete customer records to ensure data integrity.
- Update customer profiles following every interaction.
- Sales Support & Customer Retention
- Identify opportunities to cross-sell relevant products and services.
- Recommend value-added solutions based on customer requirements.
- Promote digital self-service platforms to improve customer convenience.
- Operational Excellence
- Contribute to continuous improvement initiatives that enhance service delivery.
- Participate in quality improvement programmes.
- Monitor customer feedback to identify service improvement opportunities.
Receptionist
MTN
10.2016 - 06.2026
- Managed territory sales pipeline, prioritizing prospects and converting leads into long-term customer relationships.
- Negotiated contract terms, aligning service offerings with customer needs and revenue objectives.
- Expanded account base through proactive prospecting, referrals, and consistent follow-up.
- Maintained accurate CRM records, tracking opportunities, contacts, and sales activities.
- Managed multi-line phone systems, routed inquiries, and delivered courteous front-desk support.
- Scheduled appointments, updated calendars, and confirmed meetings with internal and external contacts.
- Coordinated visitor check-in procedures, maintained security logs, and issued temporary badges.
- Handled incoming mail, packages, and correspondence with accuracy and discretion.
- Prepared office materials, maintained filing systems, and organized front-desk records.
- Resolved routine guest concerns, provided directions, and supported smooth reception operations.
- Trained new reception staff on phone etiquette, scheduling processes, and office procedures.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Resolved customer problems and complaints.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Assisted with planning office events and meetings for smooth execution.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
- Strengthened vendor relationships through regular communication and timely coordination of services.
- Facilitated smooth communication channels by promptly forwarding messages to appropriate departments.
- Assisted in event planning and execution, ensuring seamless operation of company functions.
- Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.
- Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
- Supported company correspondence by drafting and distributing memos and emails.
- Enhanced visitor experience by providing detailed information and assistance as needed.
- Enhanced accuracy of record-keeping with diligent maintenance of logs and records.
- Supported HR activities by assisting with recruitment process, including scheduling interviews and organizing candidate information.
- Handled assignments independently with good judgement and critical thinking skills.
- Routed incoming mail and messages to relevant personnel without delay.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Organized, maintained and updated information in computer databases.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Improved front-desk workflow by streamlining appointment intake and information handoff processes.
Agent: Coverage (Technical Customer Support)
MTN South Africa
09.2016 - 04.2022
- Technical Customer Support
- Provided first-line technical support relating to network coverage and connectivity issues.
- Diagnosed technical faults using established troubleshooting procedures.
- Guided customers through technical troubleshooting processes.
- Incident & Case Management
- Logged technical incidents accurately.
- Managed customer support tickets throughout their lifecycle.
- Tracked outstanding incidents to ensure timely resolution.
- Customer Relationship Management
- Built positive customer relationships through professional communication.
- Educated customers on available network services and functionality.
- Managed customer expectations during service interruptions.
- Quality Assurance & Compliance
- Ensured all support activities complied with organisational procedures.
- Maintained accurate customer information.
- Protected confidential customer information.
- Operational Performance
- Achieved productivity targets while maintaining high-quality service delivery.
- Analysed recurring customer issues to identify improvement opportunities.
- Collaborated with engineering and technical teams to improve customer outcomes.
Administrative Controller: Customer Master
MTN
- Created internal controls and corrective actions to reduce risk or deficiencies.
- Coordinated with external auditors during annual audits to provide necessary documentation and explanations.
- Coordinated cross-departmental efforts to meet financial targets, fostering a culture of fiscal responsibility.
- Reconciled monthly bank statements and resolved discrepancies.
- Complied with guidelines and developed policies to maintain compliance with other regulatory statutes.
- Reviewed and approved all financial transactions, maintaining high standards of financial governance.
- Collaborated with IT department to enhance financial software, improving reporting capabilities and data accuracy.
- Prepared detailed financial reports for senior management, enabling informed decision-making and strategic planning.
- Produced financial reports and audit documentation to facilitate internal and external auditing.
- Posted journal and ledger entries, prepared financial statements and reports and closed books.
- Helped departmental managers develop and optimise inventory controls.
- Facilitated training sessions on financial systems and processes for staff, enhancing departmental efficiencies.
- Provided guidance, training and leadership to employees to shape goals and meet targeted objectives.
- Implemented robust financial controls to minimise risk and protect organisational assets.
- Provided mentorship to junior finance staff, developing a pipeline of talent within the finance department.
- Conducted cost-benefit analyses for new projects, guiding leadership on financially viable opportunities.
- Reported on operating income, expenses against budgets and forecasted trends.
- Led budgeting and forecasting activities, aligning financial strategies with organisational goals to drive growth.
- Develop improved business processes to provide greater transparency, more accurate reporting and better identification of cost-saving opportunities.
- Managed comprehensive financial reporting, analysis, and consolidation processes for accurate monthly and annual accounts.
- Liaised with department heads to control departmental budgets, promoting fiscal responsibility across the organisation.
- Streamlined invoice processing procedures, reducing payment delays and improving supplier relations.
- Negotiated terms with suppliers and vendors to secure favourable contracts and reduce operational costs.
- Established procedures and controls to keep staff in compliance with accounting standards, regulatory requirements and budget targets.
- Developed high performing finance team to deliver financial statements and provide support to accounting department.
- Developed and maintained internal financial policies and procedures to uphold financial integrity.
- Streamlined accounting operations by introducing automated systems, reducing manual processing time.
- Trained finance department staff on accounting software and financial management best practices.
- Enhanced financial systems integration, improving efficiency in data processing and report generation.
- Conducted thorough investigations into financial records and suspected malfeasance.
- Coordinated with external auditors to facilitate annual audits, ensuring compliance with regulatory standards.
- Kept internal financial controls aligned with Generally Accepted Accounting Principles (GAAP) and International Financial Reporting Standards (IFRS).
- Implemented robust financial controls and processes, reducing errors and enhancing operational efficiency.
- Conducted regular financial audits to verify accuracy of accounting records and compliance with regulations.
- Prepared detailed financial presentations for board meetings, providing insights into financial performance.
- Modified comprehensive financial reporting package to reflect organisational growth and expansion.
- Managed cash flows to optimise year-end tax benefits.
- Analysed financial statements to identify trends, opportunities for cost reduction, and areas for improvement.
- Completed detailed reviews of accounts and bookkeeping records to verify compliance with standards.
- Complied with SOX guidelines and developed policies to maintain compliance with other regulatory statutes.
- Developed annual budget and compared actual expenses against projected budget to minimise costs.
- Assisted in strategic planning and investment decisions by providing sound financial advice.
Education
Bachelor of Commerce (BCom) - Marketing Management
University of South Africa (UNISA)
01-2025
Higher Certificate - Marketing
University of South Africa (UNISA)
01-2020
N6 Certificate - Human Resources Management
M-Tech College
01-2014
Skills
Project coordination
- Customer service
- Compliance management
- CRM systems
- Client relations
- Complaint resolution
- Technical support
- Incident logging
- Data accuracy
- Financial reporting
- Bank reconciliation
- Stakeholder communication
- Risk assessment
- Conflict resolution
- Regulatory compliance
- Microsoft Excel
- Communication skills
- Problem-solving
- Willingness to learn
- Calm under pressure
- Active listening
- Leadership
- Team building
- Team leadership and motivation
- Commitment to excellence
- MS Office Suite
- Task collaboration
- Customer focused
- Public speaking
- Analytical and critical thinking
- Public Relations
- Deadline management
- Project planning and coordination
- Complaint handling and resolution
References
Further information, details or documents will be provided with pleasure on request. Declaration: I hereby give my consent to keep my CV and contact me for any future opportunities in your organization.
Accomplishments
- Successfully built over five years of progressive customer experience and customer service expertise within a leading telecommunications organisation.
- Consistently maintained high customer satisfaction while managing high-volume customer interactions.
- Recognised for professionalism, empathy, and delivering outstanding customer experiences.
- Maintained compliance with strict organisational governance and regulatory standards.
- Successfully resolved complex customer complaints while strengthening customer loyalty.
- Contributed towards customer retention through effective service recovery initiatives.
- Coordinated 2 special public and private events.
Certification
Sales Manager Certificate
PROFESSIONAL ATTRIBUTES
- Highly Organized
- Results-Driven
- Excellent Communicator
- Strong Interpersonal Skills
- Self-Motivated
- Detail-Oriented
- Adaptable And Flexible
- Strong Leadership Ability
- Team Player
- Customer-Focused Critical Thinker
- Analytical Mindset
- Innovative
- Dependable
- Able To Work Independently
- Excellent Planning And Coordination Skills
- High Level Of Integrity
Personal Information
- Gender: Female
- Driving License: Driver's Licence: Code 10
Timeline
Customer Representative (Customer Experience & Compliance)
MTN South Africa
05.2022 - 06.2026
Receptionist
MTN
10.2016 - 06.2026
Agent: Coverage (Technical Customer Support)
MTN South Africa
09.2016 - 04.2022
Administrative Controller: Customer Master
MTN
Bachelor of Commerce (BCom) - Marketing Management
University of South Africa (UNISA)
Higher Certificate - Marketing
University of South Africa (UNISA)
N6 Certificate - Human Resources Management
M-Tech College