Mathlodi Monnakgotla
Customer Service & Investment Professional
Mofolo Central
Summary
Dedicated Customer Service & Investment Professional experienced in managing complex LISP investment products and supporting client needs through tailored solutions. Achieved improved client satisfaction by leveraging strong interpersonal skills across diverse roles in fast-paced environments. Focused on continuous growth through professional development and optimizing service delivery.
Overview
12
12
years of professional experience
6
6
Languages
Work History
Service Consultant
Discovery Invest
11.2021 - Current
- Provide clients with comprehensive information relating to their investment portfolios, market values, and fund choices.
- Delivered comprehensive information to clients on investment portfolios, market values, and fund choices to enhance decision-making.
- Support brokers and Discovery franchises with detailed investment information, including fund values, servicing queries, and investment types.
- Educated new and existing clients on Discovery investment products and benefits to improve client understanding and satisfaction.
- Supported brokers and Discovery franchises with detailed investment information, addressing servicing queries and investment types to facilitate effective client service.
- Engage clients on how to navigate the Discovery website and retrieve policy information independently.
- Investigate unidentified or unallocated cash deposits and payments, escalating findings to relevant departments.
- Provide ad hoc support to customers and teams to ensure ongoing team performance.
- Support team meetings and ensure minutes are timeously prepared.
Digital Advisor – IT
Webhelp (Amazon USA)
01.2020 - 06.2021
- Supported customers in tracking purchased devices and appliances to ensure timely usage.
- Assisted with connectivity and installation problems for Amazon products.
- Guided customers on manually resetting devices when experiencing issues.
- Instructed customers on manual device resets to restore functionality during technical issues.
- Resolved connectivity and installation issues for Amazon products to enhance user experience.
Claims Administrator & Assisting QA (Insurance)
Innovation Group
01.2019 - 01.2020
- Managed end-to-end motor insurance claims for UK-based provider, Endsleigh.
- Executed high-volume data entry and QA audits, ensuring accuracy and compliance of claim files.
- Coordinated outbound communications with service providers, expediting claim resolutions.
- Documented and maintained comprehensive records for processed insurance claims.
Travel Agent & Administrator
TUI Group
01.2017 - 01.2019
- Oversaw international pre-travel UK inbound call centre operations, ensuring efficient customer service.
- Assisted international customers with booking holiday destinations.
- Amended existing bookings and created tailored travel packages to enhance customer satisfaction.
- Assisted customers with add-ons and additional items for their holidays.
- Resolved all complaints within agreed service level timeframes.
- Advanced to After-Travel (Complaints) Team, leading resolution of post-travel complaints to improve customer experience.
- Also supported Endsleigh (UK Motor Insurance) — processing car insurance claims and outbound calls to service providers.
Debt Collector
JDFS (Joshua Doore Financial Services)
01.2015 - 01.2017
- Executed outbound call centre collections, engaging customers to secure timely monthly payments and effectively reduce arrears.
- Educated customers on maintaining monthly payments to protect their credit scores, fostering financial responsibility.
- Planned daily collection targets and organized administration to consistently achieve monthly collection goals.
- Adhered to prescribed turnaround times and escalated outstanding requests appropriately.
Customer Service Consultant, Quality Assurer & Coach
Vodacom (WNS)
01.2014 - 01.2015
- Took ownership and accountability of all telephonic and written customer queries.
- Took ownership of all telephonic and written customer queries, ensuring timely and accurate resolutions.
- Monitored calls, compiled trend data and quality reports, and provided actionable feedback to leadership and clients to enhance service quality.
- Reviewed email responses to members and provided trend data and quality reports.
- Designed call/email monitoring formats and quality standards.
- Participated in member listening programmes to identify customer needs and expectations.
- Conducted member listening programmes to identify customer needs and expectations.
- Coordinated call calibration sessions for call centre staff.
- Provided training feedback and support to individual team members, facilitating performance improvement and skill development.
Education
Higher Certification - Project Management
MANCOSA
Johannesburg, South Africa 04.2001 -
National Senior Certificate -
Daliwonga Secondary School
Johannesburg, South Africa01-2013
Skills
- Customer Support Management
- Client Relationship Management
- Client engagement
- Partnership building
- Quality Assurance & Monitoring
- Service Process Optimization
- CRM software
- Data administration
- Computer skills
- Data entry
- Attention to detail
- Effective Communication
- Customer service
- Relationship building
- Investment knowledge
Accomplishments
- Resolved product issue through consumer testing.
- Achieved 98% by completing KPI targets with accuracy and efficiency.
CAREER HIGHLIGHTS
- 10+ years’ experience in customer service, quality assurance, and financial services.
- Currently a Service Consultant at Discovery Invest, managing investment portfolios.
- Demonstrated expertise across multiple industries.
- Proficient in UK inbound call centre operations, managing international holiday bookings.
- Currently pursuing a Bachelor’s of Commerce in Project Management at MANCOSA (2026).
PERSONAL ATTRIBUTES
- Attention to Detail
- Analytical Thinker
- Deadline Driven
- Self-Motivated
- Strong Communicator
- Collaborative
- Resilient Under Pressure
- Organised
ADDITIONAL INFORMATION
- Address: 1014 Mofolo Avenue, Mofolo Central, Dube, 1801
- Nationality: South African
- Computer Skills: MS Office Suite Packages, Call Centre Systems, Email, Internet, CRM
Timeline
Service Consultant
Discovery Invest
11.2021 - Current
Digital Advisor – IT
Webhelp (Amazon USA)
01.2020 - 06.2021
Claims Administrator & Assisting QA (Insurance)
Innovation Group
01.2019 - 01.2020
Travel Agent & Administrator
TUI Group
01.2017 - 01.2019
Debt Collector
JDFS (Joshua Doore Financial Services)
01.2015 - 01.2017
Customer Service Consultant, Quality Assurer & Coach
Vodacom (WNS)
01.2014 - 01.2015
Higher Certification - Project Management
MANCOSA
04.2001 -
National Senior Certificate -
Daliwonga Secondary School