Masodi Xaba
Cape Town
Summary
Proficient Senior Associate Consultant with many years of experience liaising with clients, company management, and executives to develop plans for exceeding customer expectations. Developed rapport with clientele and incorporated analysis of company data and procedures in establishing and executing standards of operation for total fulfillment of client needs. Tireless in pursuing new avenues to solidify relationships by delivering services ever-increasing in value.
Overview
12
12
years of professional experience
13
13
years of post-secondary education
Work History
Senior Associate Consultant
WNS Global Services
Cape Town
08.2025 - Current
- Handling inbound calls from customers, insurance agency, mortgage bank to resolve queries on their accounts
- Providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, inquiries, etc. received from Customers.
- Collaborated with clients to design customized solutions addressing specific business needs.
- Collaborated with clients and team members to develop projects and associated plans.
- Examined client communication documents and edited inaccurate sections to bring packages in line with standards.
- Answered clients' questions and promptly addressed concerns.
- Monitored client progress, calling or visiting regularly to confirm observance of action plan, evaluate continued progress and adjust approach when advisable.
- Performed financial analysis of potential investments and acquisitions.
- Reviewed existing processes for efficiency improvement opportunities.
- Reviewed and resolved policy cancellations, reinstatements, and service-related complaints.
- Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support.
- De-escalated customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents.
- Use judgement when identifying new business opportunities driven by customer or agent requests. Track and document customer account interactions.
- Strong customer service
- Excellent communication skills with the ability to actively listen and empathize.
- Ability to leverage math and analytical skills to assist with billing inquiries.
- Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers’ needs and concerns.
Customer Service Consultant
Concentrix
Johannesburg
03.2022 - 07.2025
- Provided expert support to customers via phone and chat platforms.
- Resolved customer inquiries with effective problem-solving techniques.
- Documented customer interactions in the CRM system accurately.
- Collaborated with team members to improve service delivery processes.
- Educated customers on product features and troubleshooting steps.
- Handled escalated issues with professionalism and empathy.
- Conducted follow-ups to ensure customer satisfaction and issue resolution.
- Participated in training sessions to enhance product knowledge and skills.
- Greeted customers and answered inquiries promptly and professionally.
- Developed relationships with customers to ensure repeat business opportunities.
- Maintained current knowledge of new products, services, promotions and other changes that may affect the customer experience.
- Conducted outbound calls to follow up on pending orders or resolve ongoing issues quickly.
- Adhered to company policies while providing excellent customer service.
- Performed troubleshooting steps to identify root cause of technical problems.
- Assisted customers in navigating website for online orders or account management needs.
- Demonstrated strong organizational skills by managing multiple tasks simultaneously under tight deadlines.
- Utilized various software applications such as CRMs and databases for tracking customer interactions.
- Resolved customer complaints in a timely manner with empathy and understanding.
- Created customized solutions to customer issues by utilizing product knowledge and problem-solving skills.
- Utilized problem solving skills to resolve customer issues quickly and effectively.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Educator Assistant
Ormonde Primary School
Johannesburg
08.2019 - 02.2022
- Assisted teachers in daily lesson preparation and classroom management.
- Supported students' learning by providing individualized attention and guidance.
- Collaborated with staff to create engaging educational materials and activities.
- Facilitated communication between teachers, parents, and students regarding progress.
- Monitored student behavior and ensured a safe learning environment.
- Organized classroom resources and maintained a tidy learning space.
- Led small group sessions to reinforce lesson concepts and skills.
- Participated in staff meetings to discuss student needs and curriculum updates.
- Developed positive relationships with students to promote a safe learning environment.
- Maintained discipline in the classroom by monitoring student behavior.
- Assisted in developing individual education plans for special needs students.
- Provided assistance to students with coursework, projects, and assignments.
- Utilized technology-based tools to support instruction.
- Supervised recess periods and lunchtime activities.
- Conducted small group instruction sessions under the direction of the teacher or specialist.
- Facilitated communication between parents and teachers regarding student progress.
- Compiled resources such as books, videos, charts for use in classrooms.
- Assisted in administering assessments such as standardized tests.
- Encouraged positive behavior among students through rewards and recognition systems.
- Encouraged students to explore learning opportunities while persevering through challenging tasks.
- Conveyed and utilized strong communication and interpersonal skills to establish positive rapport with students, parents and fellow educators.
- Assisted with preparing lesson materials.
- Taught the school Head of Department Grade 4, Grade 5 and Grade 6 Mathematics, English and Natural Sciences and Technology.
- Focused on ensuring that each Intermediate phase learner I have taught understood thoroughly whatever topic I tackled with prior to leaving the classroom.
- Supported the teachers in managing challenging pupil behaviour.
- Carried out all administrative duties such as preparing lesson plans, classroom resources etc.
- Sought out a role in helping student grow individually by improving knowledge in classroom setting.
- Tutored and taught each student one on one after school e.g All Subjects.
- Planned classroom activities to enable students to work independently, in small groups and in large groups.
- Identified weakness and strengths to create strategic student improvement plans.
- Tutored students in course material to improve comprehension.
E-Learning Material Specialist Trainer
AdaptIT
Johannesburg North
08.2014 - 07.2019
- Identified new different combinations of materials to improve product performance and durability.
- Developed engaging and interactive. E-learning content, incorporating multimedia elements like videos, graphics and simulations.
- Planned the structure and flow of the e-learning modules.
- Developed and tested materials engineering and production processes.
- Developed and delivered engaging online learning experiences.
- Developed and maintained eLearning and digital learning solutions which were engaging and easy to understand for various Universities and TVET Colleges e.g. University of Johannesburg, Sefako Makgatho, TUT etc.
- Resolve end user problems.
- Assessed training needs, implemented learning strategies and evaluated program effectiveness.
- One conducted face to face and online training with all these various higher institutions.
- Ensured digital learning data is traceable, correctly recorded and provided as required to enable accurate reporting through videography and voice- over audio.
- Edited the videos using different editing softwares.
- Coordinated material procurement processes for timely supply delivery.
- Analyzed material specifications to meet project requirements effectively.
- Collaborated with cross-functional teams to optimize supply chain processes.
- Trained team members on material handling procedures and safety protocols.
- Identified areas where improvements can be made within the procurement process.
- Maintained a safe working environment by adhering to all safety protocols.
- Identified opportunities for cost savings through improved processes or vendor negotiations.
- Researched new products, services, and suppliers to identify cost-saving opportunities.
- Conducted extensive research for successful final training outcome.
Education
Bachelor of Education - Intermediate Phase English And
Varsity College
Johannesburg , South Africa 02.2022 - 04.2026
Diploma in Media Studies And Communication - Film And Video Production
Boston Media House
Sandton Johannesburg , South Africa 02.2009 - 06.2014
Grade 12 - English, Afrikaans, Accounting, Biology, History, Business Economic
Covent of The Holy Family
Johannesburg Parktown, South Africa 04.2002 - 01.2006
Skills
- Videography
- Visual Video Editing
- Photography
- Computer Literacy
- Excellent Team Work
- Customer Service
- Digital Literacy
- Leadership
- Administration Skills
- Research
- Training Facilitator
- E-learning development
- Problem resolution
- Collaboration techniques
- Content creation
- Negotiation skills
- Teamwork mindset
- Persuasion skills
- Strong leadership
- Digital transformation
- Performance tracking
- MS office
- Cultural awareness
- Customer relationship management
- Integrity and honesty
- Proposal development
- Attention to detail
- Time management
- Problem-solving
- Issue resolution
- Team leadership & development
- Client engagement
- Project implementation
- Business presentation
- Client requirements assessment
- Budget management
- Multitasking and organization
- Data analytics
- Innovation management
- Project management
- Classroom management
- Communication skills
Educational Qualifications
Convent of the Holy Family, 12, English, Afrikaans, Accounting, Biology, History, Business Economic, 06/01/06, Boston Media House, NQF Level 6 Diploma in Media Studies and Communication, 06/01/14, Varsity College, Bachelor of Education in Intermediate Phase, Still Studying Part Time
Languages
- IsiXhosa
- Zulu
- Tswana
- Sotho
- English
- IsiXhosa
- Zulu
- Tswana
- Sotho
Attributes
- Professional
- Dedicated
- Trustworthy
- Honest
- Reliable
- Able to work well under pressure
- Good communication and time management skills
- Pro-active work
Personal Information
- Available: Immediately
- ID Number: 860109
- Health Status: Excellent
- Criminal Record: None
- Date of Birth: 09/01/86
- Gender: Female
- Nationality: South African
- Driving License: Code B with PDP
- Marital Status: Single
Languages
English
Upper Intermediate
B2
Xhosa
Proficient
C2
Timeline
Senior Associate Consultant
WNS Global Services
08.2025 - Current
Customer Service Consultant
Concentrix
03.2022 - 07.2025
Bachelor of Education - Intermediate Phase English And
Varsity College
02.2022 - 04.2026
Educator Assistant
Ormonde Primary School
08.2019 - 02.2022
E-Learning Material Specialist Trainer
AdaptIT
08.2014 - 07.2019
Diploma in Media Studies And Communication - Film And Video Production
Boston Media House
02.2009 - 06.2014
Grade 12 - English, Afrikaans, Accounting, Biology, History, Business Economic
Covent of The Holy Family
04.2002 - 01.2006