Summary
Overview
Work History
Education
Skills
References
Language Proficiency
Timeline
Generic

Naledi Mabuza

Protea Glen

Summary

Experienced customer service and operations support professionals with a strong focus on compliance, digital platforms, and client experience. Proven ability to manage end-to-end customer interactions, resolve complex enquiries, and assist in maintaining regulatory and quality standards. Skilled in supporting managerial functions, tracking performance metrics, and handling escalations with efficiency and professionalism. Committed to delivering high-quality service while upholding operational excellence and risk management practices. Resourceful Junior Consultant known for high productivity and efficient task completion. Skilled in data analysis, strategic planning, and project management. Excel in communication, teamwork, and adaptability, ensuring successful outcomes in collaborative environments.

Overview

9
9
years of professional experience

Work History

junior consultant

Absa bank limited
05.2021 - Current
  • Assisting customer to do transactions over the phone
  • Attending to customer enquiries & complaints until they are resolved
  • Debi Check Enquiries
  • Navigating on Digital Platforms
  • Assisting Team leader with managerial duties
  • Sharing of call tracker stats and adherence with the team
  • Assist with escalation calls
  • XDS mailbox
  • Calling clients back to unblock XS profile
  • Debi Check mailbox
  • Responding to Debi Check enquiries via email
  • Monitoring the floor to assist new recruits
  • Provide administrative and operational support in accordance with standard operating procedures (SOPs)
  • Assist with tracking, reporting, and ensuring team adherence to call targets and service level agreements
  • Ensure all activities are performed in adherence to regulatory frameworks, internal control processes, and quality assurance standards
  • Maintain awareness of compliance policies and actively contribute to risk mitigation strategies through accurate documentation and escalation procedures
  • Experienced customer service and operations support professionals with a strong focus on compliance, digital platforms, and client experience
  • Proven ability to manage end-to-end customer interactions, resolve complex enquiries, and assist in maintaining regulatory and quality standards
  • Skilled in supporting managerial functions, tracking performance metrics, and handling escalations with efficiency and professionalism
  • Committed to delivering high-quality service while upholding operational excellence and risk management practices

Call Center Representative

Merchants dimension Data
01.2017 - 04.2021
  • Company Overview: Telecommunication
  • Client sim swop
  • Client change of debit order
  • Account enquires
  • Contract dispute
  • Network problems
  • Troubleshoot customer issues
  • Updating customer information
  • Respond to email inquiries
  • Follow up on customer satisfaction
  • Coach assisting with new products
  • Standing in for team leader
  • Training new recruits about work and coaching
  • Telecommunication

Education

Higher certificate - economics

University of South Africa
Johannesburg
12.2024

Matriculated -

Pinnacle Boarding School
North west
12.2013

Skills

  • Dedicated
  • Organized
  • Methodical
  • Interpersonal skills
  • Team worker
  • Keen to learn
  • Willing to develop new skills
  • Reliable
  • Dependable
  • Seeking new responsibilities
  • Active approach
  • Dynamic approach

References

  • Mrs. Nomathamsanqa Radebe, Human Resource Administrator, (01 0) 01 23476, Nomathamsanq.radebe@merchantscx.com
  • Mrs. Joan vanden heever, Human Resource Manager, (021) 81 64544, Joan.vandenHeever@absa.africa
  • Mrs Xoliswa Oliphant, Line supervisor, (01 1) 870 2281, Xoli.oliphant@merchantscx.com
  • Nadia pepping, Team leader, (01 1) 501 6472, Nadia.pepping@absa.africa
  • Ms Melinda Gates, Principal, (01 8) 484 4680, principal@pinnacleboardingschool.co.za

Language Proficiency

English And Various Vernacular

Timeline

junior consultant

Absa bank limited
05.2021 - Current

Call Center Representative

Merchants dimension Data
01.2017 - 04.2021

Higher certificate - economics

University of South Africa

Matriculated -

Pinnacle Boarding School

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Naledi Mabuza