MULALO NEMAGOBANE
Call Centre Agent
Johannesburg,GP
Summary
Customer-focused Call Centre Professional with 5 years of experience in sales, marketing, and customer support. Managed high-volume call environments while ensuring Service Level Agreement compliance and achieving first-call resolution targets. Utilized CRM systems and omnichannel platforms to enhance customer experiences and contribute to business growth.
Overview
4
4
Languages
12
12
years of professional experience
Work History
Call Centre Agent
ELS Vodacom
11.2021 - Current
- Managed high volumes of inbound and outbound customer queries, achieving AHT and FCR targets through effective communication.
- Resolve technical account issues, process billing queries, and implement customer retention strategies using omnichannel contact platforms.
- Maintain accurate and up-to-date customer records within internal CRM systems in strict compliance with data protection policies.
- Worked with team leaders to enhance service delivery and operational performance through collaborative feedback and process refinement.
Call Centre Agent
Talis Solutions
06.2018 - 09.2018
- Managed high volume of customer interactions, resolving service escalations with professionalism and timeliness.
- Promoted company products and services through effective up-selling and cross-selling techniques.
- Met daily call targets and operational KPIs through collaboration with management.
Sales and Marketing Representative
MMPhasha Ltd (Pty)
06.2014 - 05.2016
- Executed targeted marketing campaigns that enhanced brand visibility and directly contributed to increased product sales.
- Conducted proactive market outreach to engage prospective clients, resulting in consistently meeting or exceeding sales targets.
- Maintained strong client relationships through effective communication and timely follow-up, fostering long-term loyalty.
Education
National Senior Certificate - Matric
Progress Comprehensive High School
Pimville Soweto12-2011
Skills
Call management
First-call resolution
De-escalation techniques
Customer retention
Upselling techniques
Client engagement strategies
SLA compliance
Timeline
Call Centre Agent
ELS Vodacom
11.2021 - Current
Call Centre Agent
Talis Solutions
06.2018 - 09.2018
Sales and Marketing Representative
MMPhasha Ltd (Pty)
06.2014 - 05.2016
National Senior Certificate - Matric
Progress Comprehensive High School