Nolwazi Khuzwayo
Durban
Summary
Results-oriented leader with over 7 years of experience in customer service and team management. Developed teams to enhance service delivery and boost customer retention. Expertise in financial planning and administrative support, driving positive client experiences through effective communication and problem-solving. Committed to fostering teamwork and continuous improvement in operational processes.
Overview
2
2
Languages
1
1
Certification
17
17
years of professional experience
Work History
FINANCIAL ADVISOR
Momentum
Durban
05.2025 - Current
- Developed comprehensive financial plans for clients, improving investment strategies and increasing client satisfaction.
- Provided personalised investment recommendations aligned with client goals and informed by market analysis.
- Developed tailored retirement plans for clients to ensure financial security in later years.
- Conducted in-depth risk assessments, identifying portfolio diversification opportunities that strengthened client asset protection.
- Risk Management - Assess Clients' insurance needs and recommend policies to protect against unexpected events.
- Led client seminars on investment trends, resulting in increased engagement and a 15% rise in new client acquisitions.
CUSTOMER SERVICE CONSULTANT AND STORE SUPERVISOR
Telkom
Durban
07.2020 - 04.2025
- Delivered exceptional customer service by resolving inquiries effectively, leading to improved client satisfaction and loyalty.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Resolved billing and payment queries for customers to ensure accurate account management.
- Processed activation of new services and deactivation of old services efficiently to maintain customer satisfaction.
- Addressed customer account queries, delivering detailed information to resolve issues effectively.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Handled complex customer issues, applying problem-solving skills to achieve satisfactory outcomes.
- Responded to customer service enquiries promptly and accurately, ensuring high-quality service delivery.
- Assisted customers with telkom-related queries to improve their service experience.
- Assisted customers with product-related questions, feedback and complaints.
- Provided advice to customers regarding new telkom products, enhancing their understanding and choice.
- Mentored junior consultants, enhancing team performance and fostering a collaborative environment focused on service excellence.
- Conducted training sessions on product knowledge, ensuring team members were well-equipped to address customer needs confidently.
- Actively participated in team meetings, providing input on how to enhance customer service strategies.
- Facilitated returns and exchanges, adhering to company policies while prioritising customer convenience.
CUSTOMER SERVICE REPRESENTATIVE
WNS Global Services (Telkom)
Durban
08.2018 - 02.2020
- Utilised CRM software to track customer interactions, enhancing response times and service quality.
- Managed over 20 clients daily, contributing to 15% sales growth.
- Trained and mentored new team members on service protocols, promoting collaboration and knowledge sharing.
- Analyzed customer feedback to identify service gaps.
CUSTOMER SERVICE CONSULTANT
Merchants SA (Cell C)
Durban
08.2016 - 05.2018
- Delivered exceptional customer support by resolving inquiries efficiently, enhancing client satisfaction and loyalty.
- Resolved customer inquiries, enhancing satisfaction and retention
- Delivered customer service support, ensuring prompt resolution of issues.
- Assisted customers with mobile-related queries, providing tailored solutions.
- Managed over 50 calls per day, resulting in an increase in productivity.
- Trained and mentored new team members, fostering a collaborative environment and improving overall service quality.
- Implemented process improvements that streamlined support operations, resulting in reduced response times and increased efficiency.
- Analyzed customer feedback to identify trends, leading to targeted solutions that enhanced service delivery.
- Facilitated SIM card swaps Provided guidance on new products.
Administration Clerk
PC Training and Business College
Durban
01.2010 - 01.2012
- Organised and maintained confidential files and records for quick retrieval and data accuracy.
- Processed incoming correspondence and routed documents to appropriate departments, enhancing workflow efficiency.
- Responded to internal and external inquiries promptly, contributing to enhanced customer satisfaction and communication clarity.
- Scheduled appointments and coordinated meetings to optimise calendar management and support timely project completion.
- Managed vendor invoices and expense reports to ensure accurate billing and compliance with company policies.
Education
Matric -
Durban Girl's Secondary School
Durban12-2008
ND - Cost and Management Accounting
Durban University of Technology
Durban06-2016
Financial Management - Finance
EThekwini College
Durban01-2010
Skills
- Investment strategies
- Portfolio management
- Client engagement
- Customer relationship management
- Product knowledge
- Microsoft Office
- Problem-solving
- Task follow-up
- Organisational skills
- Team leadership
- Strong customer service orientation
- Conflict resolution
Languages
English
IsiZulu
Certification
Leadership, Full Phama, 1 Year, 2016-01-01
Accomplishments
- Recognised by management for Excellent customer service.
Custom
- Londiwe Mdluli, Telkom, 0782550479
- Ayanda Langa, PC Training and Business College, 0827104165
Timeline
FINANCIAL ADVISOR
Momentum
05.2025 - Current
CUSTOMER SERVICE CONSULTANT AND STORE SUPERVISOR
Telkom
07.2020 - 04.2025
CUSTOMER SERVICE REPRESENTATIVE
WNS Global Services (Telkom)
08.2018 - 02.2020
CUSTOMER SERVICE CONSULTANT
Merchants SA (Cell C)
08.2016 - 05.2018
Administration Clerk
PC Training and Business College
01.2010 - 01.2012
Matric -
Durban Girl's Secondary School
ND - Cost and Management Accounting
Durban University of Technology
Financial Management - Finance
EThekwini College