Njabulo Mhlongo
Durban
Summary
Dynamic professional with a strong background in customer service at Eskom, excelling in problem resolution and relationship building. Proven ability to enhance customer satisfaction through effective communication and technical troubleshooting. Recognized for reducing downtime in electrical systems and championing sustainable practices in education, demonstrating a commitment to excellence and innovation.
Experienced with handling customer inquiries and resolving issues promptly. Utilizes effective communication and active listening to enhance customer satisfaction. Knowledge of customer relationship management and conflict resolution techniques.
Overview
17
17
years of professional experience
Work History
Customer-service-Agent Contact Centre
Eskom Westville
05.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Industrial Maintenance Electrician
Eskom Distribution
12.2012 - 04.2023
- Reduced downtime by troubleshooting, diagnosing, and repairing industrial electrical systems in a timely manner.
- Maintained a clean and organized work environment by adhering to strict safety guidelines and enforcing proper housekeeping practices.
- Assisted in the development of detailed equipment maintenance schedules that aligned with production timelines and resource availability.
- Collaborated with cross-functional teams to complete complex electrical installations and repairs in various industrial settings.
- Contributed to risk assessment efforts by conducting thorough reviews of existing electrical infrastructure and providing recommendations to mitigate potential threats.
- Enhanced safety of the workplace by identifying potential hazards and ensuring compliance with OSHA regulations.
- Improved equipment efficiency by implementing preventive maintenance procedures and addressing electrical issues promptly.
Electrical Apprentice
Eskom Distribution
09.2009 - 11.2012
- Worked under supervision of authorised electrician to learn trade and develop electrical knowledge.
- Terminated wiring and connected circuits with correct techniques.
- Gained proficiency in operating various power tools such as drills, saws, crimpers, and wire strippers for efficient completion of electrical tasks.
- Pulled EMT and PVC conduit wire according to plans and code requirements.
- Understood and used proper tools and equipment to install and maintain electrical systems.
- Installed new electrical components and fixtures safely and tested systems to enhance power flow.
- Developed practical skills by actively participating in hands-on training sessions under the guidance of experienced electricians.
Dispatcher
Eskom
02.2009 - 08.2009
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Lecturer, Mechanical Engineering
Coastal TVET Collage
01.2008 - 01.2009
- Championed sustainable practices within the department by incorporating environmental considerations into course content and advocating for eco-friendly initiatives on campus.
- Secured funding for laboratory equipment upgrades through grant applications, resulting in state-of-the-art facilities that supported cutting-edge research initiatives led by both faculty members and students alike.
- Expanded the department''s course offerings by developing new elective courses focused on specialized areas within mechanical engineering.
- Supported the department''s strategic goals through active involvement in committee work and collaborative decision-making processes related to academic program planning and resource allocation.
- Collaborated with fellow faculty members to develop a comprehensive curriculum that improved students'' critical thinking and problem-solving abilities in the field of mechanical engineering.
- Continuously improved personal teaching effectiveness by seeking feedback from students, peers, and supervisors while implementing evidence-based best practices in pedagogy.
Education
No Degree - Apprenticeship
Eskom Academy of Learning
Pietermaritzburg, South Africa11-2012
Skills
- Customer service
- Problem resolution
- Outstanding communication skills
- Customer complaint resolution
- Customer relations
- Service-oriented self-starter
- Relationship building
- Technical troubleshooting
Timeline
Customer-service-Agent Contact Centre
Eskom Westville
05.2023 - Current
Industrial Maintenance Electrician
Eskom Distribution
12.2012 - 04.2023
Electrical Apprentice
Eskom Distribution
09.2009 - 11.2012
Dispatcher
Eskom
02.2009 - 08.2009
Lecturer, Mechanical Engineering
Coastal TVET Collage
01.2008 - 01.2009
No Degree - Apprenticeship
Eskom Academy of Learning
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