Nonhlanhla Msiza
Cape Town
Summary
A results-driven and self-motivated individual, I thrive in roles that demand agility and foster teamwork. My expertise lies in working with international clients in customer services and sales. I started in telecommunications then went off and explored insurance which is where I’ve worked the most. I’m always Eager to tackle challenges, learn new skills, and drive positive results in a collaborative work environment. I have a strong work ethic and positive attitude dedicated to continuous learning and growth, always seeking new opportunities to expand my knowledge and expertise.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix
11.2024 - Current
- Handled inbound and outbound calls, assisting customers with account inquiries, billing issues, service requests, and troubleshooting cable, internet, and phone services.
- Provided step-by-step technical support for internet connectivity, TV, and phone issues, escalating to advanced support when necessary.
- Processed payments, updated account information, and educated customers on products, promotions, and service options.
- Delivered high-quality customer experiences by maintaining a professional and empathetic approach to problem resolution.
- Documented customer interactions accurately in company systems to ensure smooth follow-up and service continuity.
- Met or exceeded performance metrics, including call handling time, customer satisfaction scores, and issue resolution rates.
- Collaborated with technical and field service teams to schedule service appointments and ensure timely issue resolution.
Sales consultant - A& G Australia
Telesure Investment Holdings
04.2021 - 01.2024
- Promoted and sold insurance products and services, including [life, car, home, health – insert what applies], while meeting company sales targets and KPIs.
- Handled inbound and outbound sales calls, providing tailored product recommendations based on customer needs and circumstances.
- Built and maintained strong customer relationships, ensuring trust, satisfaction, and long-term retention.
- Delivered compliant sales presentations in line with Australian insurance regulations and company policies.
- Processed applications, prepared policy documentation, and guided customers through onboarding and claims procedures.
- Consistently achieved or exceeded individual and team sales goals, contributing to overall business growth.
- Collaborated with team members and managers to share strategies, improve conversion rates, and optimize customer engagement.
Customer Service Consultant - A& G Australia
Telesure Investment Holdings
01.2017 - 03.2021
- Answer inbound calls from Australian clients with existing or cancelled policies
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Maintain their policies whether amending details or updating the policy from bank account details and changing the address if need be
- Go through their renewals all the while handling objections
- We reinstated policies and cancelled them too
- Took payments for any missed direct debits.
- Developed and maintained strong relationships with customers through exceptional service and follow-up communications.
- Improved customer retention rates by developing rapport and demonstrating empathy in all customer interactions.
Customer Service Representative - Vodafone UK
WebHelp SA
09.2014 - 12.2016
- Answer inbound calls from Uk customers regarding their Vodafone small business contract
- Answer questions about any of the phone lines under their contract; number dialed, duration and advise if they have any subscriptions
- Manage their contract in terms of which phone line has which phone plan and who has access
- Raise and manage any cases that need to be escalated plus provide feedback
- Switch plans as well as advise on end date.
- Improved customer retention rates by developing rapport and demonstrating empathy in all customer interactions.
Teller & Customer Services Clerk
ABSA Bank Limited
08.2013 - 08.2014
- Handle cash deposits and small withdrawals
- Assist with cheque withdrawals
- Counting & Packing money
- Cross sell banking products based on the customer profile
- Eg investment accounts
- Reconcile cash drawers.
Education
NQF Level 4 - Matric- National Senior Certificate
Parktown High Schol for Girls
Johannesburg, GP2008
Skills
- Excellent communication, written and interpersonal skills
- Easily adaptive, a fast learner and a strong team player
- Closing sales
- Customer needs analysis
- Active listening
- Multi-tasking
- Creative problem solving
- Results oriented
Certification
Title: Teaching English as a Foreign Language Course (120 hours)
Institution: TEFL Professional Institute - Teacher Record
Date Awarded: 2024
Title: National Senior Certificate in Banking Services Advice (NQF Level 5 )
Institution: Milpark Business School
Date Awarded: 2013
Title: Call Centre
Institution: Cautious Training Academy
Date Awarded: 2010
References
- Jesse Naidoo - Sales Team Leader (Telesure Investment Holdings)
NO: 083 266 3200
- Lebo Mayisa - Customer Service Team Leader (Telesure Investment Holdings)
NO: 076 165 4308
Skills
- Complaint resolution
- Energetic work ethic
Availability
Immediately.
Personal Information
- ID Number: 9003060623084
- Ethnicity: African
- Gender: Female
- Nationality: South African
Timeline
Customer Service Representative
Concentrix
11.2024 - Current
Sales consultant - A& G Australia
Telesure Investment Holdings
04.2021 - 01.2024
Customer Service Consultant - A& G Australia
Telesure Investment Holdings
01.2017 - 03.2021
Customer Service Representative - Vodafone UK
WebHelp SA
09.2014 - 12.2016
Teller & Customer Services Clerk
ABSA Bank Limited
08.2013 - 08.2014
NQF Level 4 - Matric- National Senior Certificate
Parktown High Schol for Girls
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