Monde Mtshali
Midrand,GP
Summary
Sales Agent promoting Hollard funeral cover services in allocated field territories. Presents coverage options to prospective clients, explains product value clearly, and supports closing conversations in a service-focused sales setting. Applies communication, interpersonal, and multitasking skills across sales and customer-facing work.
Overview
2
2
Languages
1
1
Certification
5
5
years of professional experience
Work History
Customer Service Expert
Dash BPO
Randburg, South Africa
05.2026 - Current
- Resolved customer inquiries through various channels, ensuring high levels of satisfaction.
- Acquired proficiency in various learning platforms such as Salesforce, Transaction Wireless, DHL, Amazon, and Slack while advancing Microsoft spreadsheet skills.
- Handled escalated issues efficiently, providing timely solutions to complex problems.
- Implemented process improvements that streamlined service delivery and reduced response times.
- Guided new team members through customer service protocols and best practices.
- Employed prior team leader skills to establish presence in new environment and improve solutions within essential troubleshooting, order location, and escalations.
Customer Representative Agent /Team Leader
Outworx
04.2024 - 12.2025
- Developed key strategies for customer success, resulting in top satisfaction ratings at Abbott Lyon. Progressed from entry-level representative to a vital asset within the team. Enhanced support processes through ongoing analysis and feedback integration. Leveraged problem-solving skills to exceed luxury consumer expectations consistently.
- Streamlined communication processes between departments to ensure consistent service quality.
- Collaborated with team members to enhance service delivery and customer satisfaction.
Customer representative agent
CCI
03.2023 - 01.2024
- Results-driven Customer Service Representative with experience at Frontier Telecommunications, adept at navigating complex technical inquiries and providing effective solutions for internet, voice, and TV services. Proven ability to de-escalate challenging situations, diagnose connectivity issues, and guide customers through troubleshooting steps with patience and clarity. Committed to enhancing customer satisfaction and driving first-call resolution in a fast-paced environment
Sales agent
Credico
12.2021 - 02.2022
- Responsibilities as a sales agent included promoting and selling services, in which we were presenting Hollard funeral cover services in our allocated fields, to potential clients.
- Job type: Full time
Education
Undergraduate degree - Finance and Supply Chain Management
University of Kwazulu Natal
Durban, South Africa01-2022
Skills
- Customer issue resolution
- Complaint handling
- Call handling
- Escalation management
- Microsoft Office
- Case management
- Team supervision
- Performance coaching
- Workforce scheduling
- Quality monitoring
- Conflict de-escalation
Certification
Drivers Licence (Code C1)
Other Certificates & Involvement
"Beyond professional roles, demonstrated strong leadership and dedication as a Team Leader at work and Cross Country Captain (2017 matric year), fostering collaboration and achieving shared goals. Active involvement as a Church Youth Member further showcases a commitment to community and impactful engagement."
keen interest in athletics and marathon preparation for challenging competions
I am looking for an environment where I can use my diverse skill set to solve real problems. I do not just want to do a job the traditional way—I want to use modern technology and a strong work ethic to make processes better, faster, and more efficient for everyone involved.
I am genuinely excited about how AI is changing the workplace. I am constantly learning how AI tools can handle repetitive tasks, predict supply chain hiccups, and free up time to focus on deeper, more impactful work.
Timeline
Customer Service Expert
Dash BPO
05.2026 - Current
Customer Representative Agent /Team Leader
Outworx
04.2024 - 12.2025
Customer representative agent
CCI
03.2023 - 01.2024
Sales agent
Credico
12.2021 - 02.2022
Undergraduate degree - Finance and Supply Chain Management
University of Kwazulu Natal