Noluthando D Msibi
Tembisa
Summary
Self-motivated, reliable and responsible customer service professional with 5+ years of experience in inbound contact centre operations, customer complaint resolution, claims administration and team leadership. Experienced in handling high-volume customer queries, escalations, complaints, service-provider communication and administrative processes. Strong interpersonal, written and telephonic communication skills, with experience in call monitoring, coaching, workload coordination and performance management.
Overview
12
12
years of professional experience
Work History
Inbound Call Centre Team Leader
Worldwide Administration Services (WWAS)
Rivonia
08.2021 - 05.2024
- Managed daily inbound call centre and administrative operations, including complaints, declines, repairs, purchase orders, awaiting-authorization matters and emails.
- Coordinated workloads and monitored team activities to support efficient and seamless operations.
- Oversaw call monitoring, coaching, performance management and corrective action for team members.
- Managed customer complaints, escalations and queries to support client satisfaction.
- Provided guidance and assistance to team members and supported effective issue resolution.
- Managed leave requests and arranged team coverage to maintain adequate staffing levels.
- Monitored call quality and provided constructive individual feedback to improve performance.
- Managed workflow and ensured customer queries were resolved in a timely manner.
- Identified trends and ensured appropriate measures were taken based on recurring issues.
- Assisted with team recruitment, interviewing and onboarding.
- Assisted with training, motivating and coaching team members to achieve contact centre goals.
- Ensured adherence to company policies and applicable industry requirements through oversight of daily operations.
Inbound Call Centre Agent (Complaints)
Worldwide Administration Services (WWAS)
Rivonia
10.2018 - 05.2021
- Handled claim-related queries and communicated findings to relevant parties.
- Communicated effectively with customers, service providers and internal stakeholders.
- Logged and maintained records of customer complaints received.
- Handled customer complaints via telephone, email and other communication channels.
- Provided accurate information and assistance relating to products and services.
- Mediated between customers and management to support fair, TCF-compliant complaint resolutions.
- Managed complaints from external sources and provided progress updates on requirements and outcomes.
- Recorded relevant notes and kept systems updated.
- Resolved customer complaints promptly while maintaining customer satisfaction.
- Took ownership of customer issues and followed through to resolution.
- Retrieved calls and managed disputes as part of complaint resolution.
Casual Sales Assistant
PQ Clothing
11.2015 - 12.2015
- Assisted customers as casual sales assistant during festive season, providing exceptional service to enhance shopping experience.
Administrative Intern
SABS Design Institute
01.2014 - 12.2014
- Provided administrative support during a one-year fixed-term internship.
Waitress
Wimpy
OR Tambo International Airport
01.2012 - 06.2012
- Worked in a customer-facing service environment for six months.
Education
Matric -
Tembisa Secondary School
12-2010
Diploma in Business Administration -
Richfield Graduate Institute of Technology
Kempton Park, South Africa06-2018
Human Resources Studies -
Boston City Campus
Arcadia, South Africa01-2011
Skills
- Customer Service
- Inbound Call Centre Operations
- Customer Complaint Resolution
- Claims Administration and Claims Queries
- Escalation Handling and Dispute Resolution
- Call Monitoring and Coaching
- Team Leadership
- Performance Management
- Workload Coordination
- Staff Scheduling
- Telephone and Email Communication
- Administrative Support
- Problem Solving
- Attention to Detail
- Microsoft Office
Timeline
Inbound Call Centre Team Leader
Worldwide Administration Services (WWAS)
08.2021 - 05.2024
Inbound Call Centre Agent (Complaints)
Worldwide Administration Services (WWAS)
10.2018 - 05.2021
Casual Sales Assistant
PQ Clothing
11.2015 - 12.2015
Administrative Intern
SABS Design Institute
01.2014 - 12.2014
Waitress
Wimpy
01.2012 - 06.2012
Matric -
Tembisa Secondary School
Diploma in Business Administration -
Richfield Graduate Institute of Technology
Human Resources Studies -
Boston City Campus