Mercia Mbele
Customer Services Specialist
Centurion,Pretoria
Summary
Dynamic and results-oriented professional with over a decade of experience specializing in customer relations, case management, and operational support. Proven track record of building and nurturing strong client relationships, delivering exceptional customer service, and implementing strategies that enhances client satisfaction and retention. Eager to contribute my expertise as a Customer Relations Manager to elevate customer experience and support organizational growth.
Experienced with managing executive schedules and administrative tasks. Utilizes strong organizational and multitasking skills to enhance efficiency and support. Track record of maintaining confidentiality and ensuring seamless operations through effective communication and problem-solving.
Overview
23
23
years of professional experience
2
2
Certificate
1
1
Diploma
Work History
Personal Assistant
Technology Innovation Agency
10.2011
- Supported executive-level communication and internal and external stakeholders.
- Organised and coordinated logistics for client-facing meetings and events.
- Acted as a point of contact for inquires, ensuring client needs were addressed effectively.
Language Translator
Tansparent
Cape town, Western Cape
03.2026 - Current
- Translated documents across various languages ensuring clarity and cultural relevance.
- Collaborated with clients to understand translation requirements and provide tailored solutions.
- Utilized CAT tools to enhance translation efficiency and maintain consistency across projects.
- Reviewed and edited translations for accuracy, ensuring high-quality deliverables.
Customer Service Representative
Hearx Group
Lynwood, Pretoria.South Africa
05.2025 - 02.2026
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Handled high-volume calls, ensuring timely responses to customer requests and concerns.
- Documented customer interactions in CRM system for future reference and follow-up actions.
- Collaborated with team members to improve service processes and enhance customer satisfaction.
Complex Manager and Administrator
Martinique Property Management
03.2019 - 08.2019
- Managed tenant relationships, ensuring adherence to agreements and addressing concerns promptly.
- Liaised with service providers and vendors to maintain high quality operations.
- Prepared and delivered detailed financial and operational reports to stakeholders.
- Enhanced tenant satisfaction through consistent communication and issue resolution.
Case Manager
Percepta
06.2015 - 11.2017
- Handled inbound and outbound client communication to resolve product-related inquiries.
- Ensured timely and professional resolution of customer cases, achieving high satisfaction ratings.
- Logged and tracked customer cases using SAP CRM, maintaining data accuracy.
- Identified areas for process improvement, reducing resolution timelines and enhancing service quality.
- Built strong client relationships by providing personalised support and addressing client concerns effectively.
Trust Administrator
Fairheads Umbrella Trust Company
01.2007 - 01.2008
- Provided timely and accurate responses to beneficiary inquires.
- Maintained compliance with trust regulations while safeguarding client interests.
- Delivered clear communication to stakeholders about trust-related process and updates.
Team Leader
Standard Bank
03.2004 - 11.2006
- Led a team to achieve organisational goals and exceed customer expectations.
- Motivated and trained team members to maximize their potential and improve communication skills.
- Implemented feedback systems to enhance customer experience ad satisfaction.
- Delegated tasks effectively to ensure workflow and timely completion of targets.
- Developed and maintained strong customer relationships, addressing complex issues and ensuring their resolution.
Customer Care Agent
Standard Bank
01.2004 - 03.2004
- Assisted customers in identifying the right products and services to meet their needs.
- Communicated with customers through various channels, providing timely and accurate solutions.
- Resolved customer complaints efficiently while maintaining high service standards.
- Created feedback systems to capture client insights and improve service offerings.
- Developed comprehensive knowledge of company products and services to ensure informed customer interactions.
Education
Certificate - HR Managing Processes
01-2014
Matric Completion - undefined
01-1999
BBA - Business Administration And Management
04.2001 -
Skills
Customer Relationship Management
Client Retention and Satisfaction Strategies
Case Management and Resolution
Process Improvement and Streamlining
Time management
Multitasking and organization
Customer service
Appointment scheduling
Strong problem solver
Attention to detail
Time management expertise
Detail-oriented mindset
Certification
[Area of certification] Training customer servces
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Language Translator - Tansparent
03.2026 - Current
Customer Service Representative - Hearx Group
05.2025 - 02.2026
Complex Manager and Administrator - Martinique Property Management
03.2019 - 08.2019
Case Manager - Percepta
06.2015 - 11.2017
Personal Assistant - Technology Innovation Agency
10.2011
Trust Administrator - Fairheads Umbrella Trust Company
01.2007 - 01.2008
Team Leader - Standard Bank
03.2004 - 11.2006
Customer Care Agent - Standard Bank
01.2004 - 03.2004
Allison Academy - BBA, Business Administration And Management
04.2001 -
Randfontein High School - Matric Completion,
University of South Africa - Certificate, HR Managing Processes