Nhlanhla Ntloko
Johannesburg
Summary
Automotive Specialist and Customer Service Leader with extensive experience in technical diagnostics and client relations. Consistently recognized for high Customer Satisfaction (CSAT) ratings through effective problem-solving and service delivery. Focused on teamwork and strategic initiatives to improve operational processes and customer experiences. Utilizes active listening and emotional intelligence to manage high-pressure situations and foster positive interactions. I love using my acquired sets of skills in solving cases and always using my investigative experience to identify abnormal trends which could have any negative effect to the business or customer.
I am passionate about offering call resolution and making customers have an unforgettable experience. I strive to always achieve and exceed expectation for me and my team
" It is not what we get. But who we become, what we contribute.... that gives meaning to our lives." - Tony Robbins
Overview
5
5
years of professional experience
1
1
Certification
Work History
EMS/VIP Team leader
Wesbank
Fairlands, South Africa
02.2024 - Current
- Oversee a team managing ambulance and VIP vehicle operations to ensure compliance with SLA.
- Monitor vehicle availability and ensure timely repairs through supplier coordination.
- Liaise with inspectors and support teams to prioritise community service vehicles.
- Provide senior management with weekly reports on vehicle availability, transactions, and other relevant data.
- Providing clear and achievable goals to the team.
- Cultivate positive employee relationships to foster a supportive work environment.
- Evaluate team performance, implement improvement plans, and deliver constructive feedback.
- Resolve complex customer inquiries and complaints to enhance service quality.
- Delegate tasks strategically to manage employee workloads during seasonal demand fluctuations.
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Monitor operations to ensure employees follow relevant procedures and work towards defined Key Performance Indicator (KPI) targets.
- Compiled information and produced graphs to assist with financial reporting and budgetary management.
- Negotiated with suppliers and vendors to secure advantageous terms and cost savings.
- Initiated a recognition programme to reward outstanding team achievements and individual excellence.
Technical call centre agent(advisor)
Afrizan(Wesbank)
Fairlands, South Africa
11.2021 - 02.2024
- Trained junior support teams on mechanical and electrical maintenance techniques.
- Simplified telephonic quotes for vehicle maintenance, enhancing clarity for non-technical customers.
- Resolved complex customer complaints, delivering favorable solutions efficiently.
- Communicated intricate information to improve customer understanding.
- Dispatched tasks to departments for swift issue resolution.
- Streamlined call handling processes to meet QA standards, minimizing hold time.
- Increased customer satisfaction through friendly and informative service.
- Responded to customer emails with accurate and professional replies.
Senior Technician
Samurai Auto Repair
Johannesburg
01.2021 - 11.2021
- Performed diagnostics and troubleshooting to evaluate equipment performance and increase reliability.
- Conducted routine maintenance on electrical systems to uphold safety and functionality standards.
- Performed quality assurance tests on repaired vehicles, guaranteeing reliable operation.
- Followed user guides and technical manuals to complete skilled repairs.
- Scheduled preventive maintenance to reduce the likelihood of unexpected breakdowns.
- Adhered to health and safety regulations, promoting a safe working environment.
- Led a team of junior technicians in large-scale projects, overseeing their training and ensuring high-quality workmanship.
- Monitored system performance, identifying areas for improvement to boost efficiency.
- Managed inventory of spare parts and tools, ensuring availability for urgent repairs.
Education
Diploma of Higher Education - Mechanical Engineering
Ekurhuleni West College
Ekurhuleni 2016
Certificate of Higher Education - Science
Armour foundation
Johannesburg, GP2014
Skills
- Team leadership and training
- Performance evaluation
- Conflict resolution
- Creative problem solving
- Emotional intelligence
- High-pressure coping
- Verbal and written communication
- Client-centric approach
- Report management
- Motivational management
- Professional integrity
- Task delegation
- Quality assurance
- Process optimization
- Knowledge sharing
- Microsoft Excel
Summary of employment
2019-2020
Company Waidler PTY LTD
Position Automotive Inspector/ Insurance Investigator(Head hunted)
2016-2019
Company CMH Kempstar Ford
Position Apprenticeship and Qualified Automotive Technician
Accomplishments
- Recognised by management for always maintaining a health availability on EMS vehicles
- Improved customer experience by ensuring that their complaints are attending to timeously, effectively and put in place controls to ensure that customers don't encounter the same inconvenience.
- Recognized as the call centre top performer 2023
- Constantly head-hunted/ Talent scouted based on top performance& initiative thinking
- Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of authorization to suppliers for inception of repairs to Ambulances.
Certification
- N4. N5 AND N6 ENGINEERING
- 2023 CALL CENTRE BEST PERFOMER
- National Diploma in Mechanical Engineering(Pending) Applied
Languages
Afrikaans
Beginner
A1
English
Intermediate
B1
Xhosa
Intermediate
B1
Timeline
EMS/VIP Team leader
Wesbank
02.2024 - Current
Technical call centre agent(advisor)
Afrizan(Wesbank)
11.2021 - 02.2024
Senior Technician
Samurai Auto Repair
01.2021 - 11.2021
Diploma of Higher Education - Mechanical Engineering
Ekurhuleni West College
Certificate of Higher Education - Science
Armour foundation