Lulwe Nyathi
Service Specialist
Centurion
Summary
I am service-focused specialist bringing skills in customer relations, task prioritization and time management.
I am motivated to directly and efficiently address customer concerns and escalations head-on, develop proactive solutions and implement corrections with efficiency.
I live the values of accountability, integrity and excellence.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
Work History
Service Specialist
Momentum
Centurion
03.2019 - Current
- Client service specialist in Investo
- Email correspondence agent
- The first point of contact with the clients and brokers.
- Processing requests from generics to more complex compulsory retirement products.
- Providing service withing the service level agreements.
- Meeting all production targets.
Investo Escalation Specialist
Momentum
Centurion
08.2022 - 09.2022
- In charge of the Investo MFP Escalations mailbox.
- Used time management skills to achieve results according to the service level agreement. Each escalation must be a priority and treated with urgency.
- Take ownership and accountability of every escalation from start to end. Make sure that the complaint is fully resolved by the end of the interaction.
- Have integrity and honesty with every interaction in order to treat the client fairly. This helps to recover any service failures and build trust for future relationships.
Business Owner
Cake by Lulwe
Pretoria
04.2015 - 12.2017
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Conducted target market research to discover customer needs and analyze competitor trends.
- Created and monitored promotional approaches to increase sales and profit levels.
- Business management and client service
Service Agent
Momentum
Centurion
07.2010 - 02.2015
- Providing client service to Investo clients and brokers
- Call agent and email agent
- Processing the full range of requests from policy maintenance to divorce order payments from Pension Funds.
- Providing feedback within the service level agreements
- Meeting performance objectives
Education
LLB - LAW
UNISA
Pretoria 02.2004 - 12.2012
Skills
Complaint resolution
References
- Philemon Beckett - Service Manager
- pbeckett@momentum.co.za
- 083 307 1265
- Marinda van der Merwe - Escalations Mentor
- marinda.vandermerwe@momentum.co.za
- 012 675 3228
Timeline
Investo Escalation Specialist
Momentum
08.2022 - 09.2022
Service Specialist
Momentum
03.2019 - Current
Business Owner
Cake by Lulwe
04.2015 - 12.2017
Service Agent
Momentum
07.2010 - 02.2015
LLB - LAW
UNISA
02.2004 - 12.2012
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