Nomthandazo Agnes Khutsoane

• Managed groups of up to 12 learners during study sessions
• Provided academic support in all subjects for all assigned students who need assistance
• Observed and track learner's progress and attendance
• Reinforced positive student behavior and study rules; maintain a positive relationship with all learners, families and staff
• Attended part-time orientation and school meetings
• Reported any problems, member incidents and concerns to teachers or principal
• Assisted students with homework assignments and school projects
• Gave learners general instruction in library skills.

• I began my journey as a Sales Consultant at Clientele Life in 2018, focusing on premium life insurance products. In this role, I was responsible for not only selling policies but also understanding customer needs and providing tailored solutions to enhance their financial security. My experience in sales helped me develop strong communication and negotiation skills, which became invaluable as I transitioned to customer service.
• Calling clients who showed interest and cold calling to get sales
• Reaching target set monthly
• Ensuring clients understand cover and necessary information they need for their products they are taking
• Going the "extra mile" to meet sales quota and facilitate future sales

In October 2021, I moved to the customer service department, where I started by taking inbound calls. This role honed my ability to handle customer inquiries and resolve issues efficiently, ensuring high levels of customer satisfaction. I quickly learned the importance of empathy and active listening in addressing customer concerns, which drove me to exceed performance metrics consistently.

As my proficiency in customer service grew, I took on additional responsibilities, transitioning to managing customer interactions via email. This expanded my skill set, as I adapted to maintaining a professional tone in written communication while ensuring that solutions were provided promptly.

Later, I ventured into the realm of digital customer engagement, where I handled inquiries through WhatsApp bots and social media platforms. This experience allowed me to embrace new technologies and understand modern communication preferences, enhancing the customer experience across multiple channels. I became proficient in crafting engaging responses and managing inquiries effectively, contributing to our team's overall success in digital outreach.

Additionally, I was honored to be appointed as the Second-in-Charge (2IC) in my department. In this leadership role, I supported management in operational tasks, mentored new team members, and helped foster a collaborative team environment. I also contributed to the social committee, where I played a role in organizing events and initiatives that promoted team morale and cohesion. My involvement in these activities not only helped build a positive workplace culture but also showcased my commitment to team engagement and employee satisfaction.

Overall, my diverse experiences at Clientele Life have provided me with a deep understanding of both sales and customer service dynamics in a call center setting. I take pride in my ability to adapt to various communication channels and thrive in a fast-paced environment, all while maintaining a customer-centric approach.