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MOSIDI MOHALE
Customer Service Associate
Johannesburg,GP
Summary
Over 18 years of progressive experience in financial services, treasury management, and customer operations as a Billing and Banking Specialist. Excels in managing high-volume billing processes with a 99.9% accuracy rate across more than 200 transactions monthly. Expertise includes resolving complex billing discrepancies, optimizing reconciliation workflows, and ensuring compliance with financial regulations. Proven ability to enhance customer satisfaction scores by up to 25% through efficient problem resolution and service excellence. Committed to driving operational efficiency, accuracy, and fostering customer trust within the banking and telecommunications sectors.
Overview
19
19
years of professional experience
1
1
Language
Work History
Customer Service Associate
Wipro Technologies
11.2022 - 12.2024
- Delivered Level 1 technical and billing support across multiple business units, resolving 40+ tickets daily through CRM and ticketing systems.
- Investigated and corrected billing errors, achieving a 98% first-contact resolution rate and maintaining 100% SLA compliance.
- Analysed billing data and developed reporting insights that reduced recurring errors.
- Collaborated cross-functionally with finance and technical teams to streamline customer dispute resolution time by 30%.
- Maintained consistent customer satisfaction rating based on post-interaction surveys.
- Trained 5+ new associates on billing systems, standard operating procedures, and client communication best practices.
Billing Specialist
Rain Network (Internet Service Provider)
09.2020 - 10.2022
- Managed end-to-end billing cycles for active accounts monthly with 99% accuracy.
- Processed customer adjustments, refunds, and technical queries while ensuring compliance with company and industry standards.
- Resolved an average of 50+ daily service and billing queries, achieving a customer retention rate.
- Collaborated with logistics and technical teams to ensure on-time delivery and accurate device activation, reducing customer complaints by 20%.
- Conducted trend analysis of customer issues to identify process improvement opportunities that enhanced service delivery efficiency.
Customer Service Representative
Rain Network (Internet Service Provider)
01.2020 - 09.2020
- Collaborated with logistics and technical teams to ensure on-time delivery and accurate device activation, reducing customer complaints by 20%.
- Conducted trend analysis of customer issues to identify process improvement opportunities that enhanced service delivery efficiency.
- Handling customer enquiries
- Resolving Complaints
- Process Orders
- Manage Returns and Exchange
- Provide product and service information
- Handling incoming calls with confidence and professionalism
Service Consultant | Bulk Teller
Nedbank
01.2010 - 08.2019
- Oversaw daily cash handling, ensuring zero discrepancies and full regulatory compliance.
- Supported treasury operations through vault management, reconciliations, and daily cash forecasts with 100% audit compliance.
- Processed deposits, withdrawals, and transfers for corporate and individual clients with a 99.8% transaction accuracy rate.
- Provided training and mentorship to new tellers, improving team efficiency and reducing transaction errors.
- Supported branch management in meeting operational targets, contributing to consistent achievement of performance KPIs.
Branch Administrator | Teller
First National Bank (FNB)
06.2006 - 12.2009
- Processed an average of 300+ transactions daily, including deposits, withdrawals, and transfers, maintaining high accuracy standards.
- Verified currency authenticity and ensured compliance with banking policies and financial controls.
- Assisted with daily account reconciliations, improving turnaround time by 25%.
- Delivered prompt customer assistance and issue resolution, achieving consistent positive feedback ratings.
- Supported back-office documentation, reporting, and audit preparation, ensuring zero compliance penalties.
Education
IQ Academy
Johannesburg 04.2001 -
Business Administration - Business Administration
UniAthena
Johannesburg, South Africa 04.2001 -
Business Communication
UniAthena
Johannesburg 04.2001 -
High School Diploma -
John Orr Technical High School
Johannesburg, South Africa 04.2001 -
Skills
Billing operations management
Cash management expertise
Exceptional customer service
Transaction processing expertise
Data analysis
Regulatory compliance
Technical systems management
Effective time management
Analytical problem solving
Operational efficiency enhancement
Team collaboration
Proficient in computer applications
Interests
Timeline
Customer Service Associate
Wipro Technologies
11.2022 - 12.2024
Billing Specialist
Rain Network (Internet Service Provider)
09.2020 - 10.2022
Customer Service Representative
Rain Network (Internet Service Provider)
01.2020 - 09.2020
Service Consultant | Bulk Teller
Nedbank
01.2010 - 08.2019
Branch Administrator | Teller
First National Bank (FNB)
06.2006 - 12.2009
IQ Academy
04.2001 -
Business Administration - Business Administration
UniAthena
04.2001 -
Business Communication
UniAthena
04.2001 -
High School Diploma -
John Orr Technical High School
04.2001 -
References
- Recardo, Maggot, Team Manager, +27 65 518 4779, Rain Internet Service Provider
- Marvin, Williams, Team Manager, +27 84 777 7733, Wipro Technologies
- Shameema, Nazeer, Branch Manager, +27 82 082 4153, Nedbank