NONHLANHLA TSHABALALA
Banking Specialist | Account Management Consultant | Customer Service Specialist | Administrative Support Officer | Call Centre Operations Associate
Johannesburg
Summary
Dedicated and friendly Customer Service Specialist with over 8 years of experience delivering exceptional service in high-volume call center and administrative environments. Skilled in handling both prepaid and postpaid accounts, resolving complex queries, and managing high-value clients with professionalism and care. Proficient in CRM systems including Morpheus and Microsoft Office, with a strong ability to learn new tools quickly. Known for effective multitasking, strong communication skills, and a passion for creating positive customer experiences. Adept at working independently and within teams, with a consistent track record of meeting service targets and enhancing customer satisfaction across diverse industries.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Customer Service & Sales Agent
Concentrix ( Verizon Campaign BPO)
11.2025 - Current
- Deliver exceptional customer service through phone, chat, or email by resolving inquiries, billing concerns, and technical issues.
- Foster relationships with customers to identify needs and suggest appropriate Verizon products and services.
- identify upselling and cross-selling opportunities, including upgrades, add-ons, and new service plans.
- Articulate product features, advantages, and pricing to empower customers in decision-making
- Surpass sales targets and key performance indicators (KPIs) consistently.
- Address customer complaints with professionalism, striving for first-call resolution.
- Ensure accuracy in recording customer interactions and transactions within system.
- Remain informed on Verizon's latest product offerings, promotions, and policies.
Customer Service Agent
Nutun BPO – Yendo Credit Card Campaign (USA)
11.2024 - Current
- Handling high-volume inbound and outbound calls for U.S. customers with professionalism and empathy, while actively delivering prompt support on credit card account inquiries, payment solutions, and card usage information under the Yendo Credit Card campaign.
- Resolving billing discrepancies and cardholder disputes efficiently, ensuring accuracy in communication while maintaining compliance with financial service regulations, and improving customer trust and satisfaction.
- Providing tailored financial assistance and payment arrangements, guiding customers through debt relief options, and resolving account issues to reduce delinquency and improve payment compliance.
- Surpassing key performance indicators (KPIs) by consistently achieving and exceeding daily and weekly targets related to first-call resolution, call handling time, and customer satisfaction scores (CSAT).
- Contributing to continuous quality improvement by actively engaging in coaching sessions, incorporating real-time feedback, and implementing best practices that enhance service quality and client retention.
- Representing Nutun BPO with integrity and a customer-first mindset, building rapport and long-lasting relationships with Yendo clients by demonstrating ownership, urgency, and solution-focused service delivery.
Banking Specialist
CBA (Commonwealth Bank of Australia)
05.2023 - 11.2024
- Engaging in strategic, needs-based conversations with every customer to uncover and address their full spectrum of banking needs—proactively promoting solutions such as Home Loans, Business Banking services, and tailored Financial Advice.
- Executing end-to-end financial health checks to assess current and future needs, identifying gaps and cross-selling suitable products, leading to improved customer satisfaction and financial literacy.
- Handling complex customer enquiries via live chat and email support by efficiently resolving issues, maintaining account integrity, and processing credit product applications (e.g., personal loans, credit cards), while upholding CBA’s commitment to excellence.
- Championing the use of digital banking tools and in-branch technology, actively demonstrating features and guiding customers through digital platforms—enhancing customer autonomy and reducing operational load on frontline staff.
- Driving effective problem-solving and decision-making in a fast-paced environment by navigating challenges, escalating when necessary, and delivering clear, empathetic solutions, reinforcing customer loyalty and operational efficiency.
- Upholding CBA’s risk-aware and compliance-focused culture by consistently adhering to procedures, quality assurance standards, and data security practices—mitigating potential risk while supporting long-term customer and bank interests.
Administrative Assistant
Haleon BEE Chambers (Yes Youth Program)
05.2022 - 05.2023
- Delivering cross-functional administrative support by coordinating interdepartmental communications, maintaining filing systems, and facilitating seamless operational workflows.
- Compiling and formatting detailed reports on client interactions, departmental activities, and operational progress, ensuring accuracy and compliance while providing decision-makers with timely, data-driven insights that improve customer service response strategies.
- Managing digital and physical record-keeping systems, including confidential files, correspondence, and transactional logs.
- Responding to client inquiries and providing tailored customer service solutions, maintaining a professional and empathetic tone while resolving issues and improving client satisfaction scores during the program’s duration.
- Supporting daily operational and project-based tasks by assisting with scheduling, coordinating meetings, preparing documentation, and liaising with external stakeholders.
- Contributing to continuous improvement initiatives by identifying bottlenecks in existing processes, suggesting workflow optimizations, and assisting in the rollout of improved standard operating procedures, helping enhance team productivity.
Customer Service Agent (Postpaid)
Merchants – Vodacom Division
01.2018 - 06.2020
- Resolving high-volume postpaid billing and contract-related queries for Vodacom customers by analyzing account discrepancies, identifying root causes, and implementing corrective actions.
- Managing escalated complaints and sensitive contract disputes by applying in-depth product and policy knowledge, navigating internal systems, and collaborating cross-functionally to restore client trust.
- Providing expert-level support and tailored solutions to Vodacom contract customers, proactively identifying opportunities to educate clients, retain loyalty, and reduce churn.
- Delivering consistent, shift-based customer support within a 24/7 operational model, ensuring uninterrupted service delivery by maintaining high service standards, meeting KPIs, and adapting efficiently to workload fluctuations and urgent customer needs.
- Monitoring and maintaining Vodacom customer accounts, updating contract information, and tracking case progress to completion while ensuring data accuracy, compliance with company policies.
- Enhancing customer experience by exceeding performance targets, demonstrating empathy and urgency in every interaction, and receiving positive feedback for reducing repeat calls, improving first-call resolution, and driving customer satisfaction metrics upward.
Customer Service Associate (Prepaid)
WNS Global Services – Vodacom Division
01.2017 - 01.2018
- Managing high-volume inbound and digital support channels for Vodacom’s prepaid division, effectively handling thousands of customer interactions daily while maintaining a strong focus on first-contact resolution and service quality.
- Resolving complex prepaid technical issues, including SIM card errors, network connectivity failures, and airtime/data balance discrepancies, while continuously ensuring swift resolutions that enhance customer experience and reduce repeat queries.
- Operating and overseeing Vodacom’s prepaid customer care hotline, playing a critical role in managing national-level customer concerns and maintaining seamless communication standards.
- Delivering personalized customer support by actively listening, empathizing, and taking initiative to exceed customer expectations, which directly contributed to improved satisfaction scores and a higher customer retention rate.
- Contributing to service optimization efforts by identifying recurring problems, escalating critical issues, and collaborating with technical support and back-office teams, resulting in reduced downtime and improved turnaround time for issue resolution.
- Upholding performance excellence through KPIs such as call handling time, quality assurance scores, and customer satisfaction ratings, consistently surpassing targets and playing a key part in the team’s top-tier performance metrics across the Vodacom division.
Customer Support Agent
WNS Global Services – Vodacom Division
01.2016 - 01.2017
- Delivering high-impact support by operating Vodacom’s prepaid customer care hotline, handling high call volumes daily while resolving queries with speed, professionalism, and empathy, contributing to increased customer satisfaction and service reputation.
- Driving first-contact resolution success by swiftly addressing technical and service-related inquiries, billing disputes, SIM card activations, and balance issues, consistently maintaining a first-call resolution (FCR) rate above the team average.
- Enhancing customer retention and loyalty by proactively identifying pain points and offering tailored solutions, resulting in reduced churn rates and contributing to Vodacom’s customer satisfaction performance metrics.
- Upholding quality assurance standards by consistently achieving high QA scores through accurate call handling, compliance with scripts and protocols, and effective soft skills application—positioning yourself as a top-performing team member.
- Maximizing operational efficiency by leveraging in-house CRM tools and knowledge bases to manage and document cases accurately, streamlining follow-ups, and minimizing call handling time without compromising service quality.
- Contributing to team success and knowledge sharing by mentoring new hires and sharing best practices, helping improve overall team performance, and fostering a collaborative support environment aligned with WNS Global Services’ excellence-driven culture.
Education
TEFL Certificate - undefined
ITTT International TEFL & TESOL Training
01-2021
Computer Literacy & Workplace Readiness - undefined
Afrika Tikkun (Tinswalo Training)
01-2015
National Senior Certificate - undefined
The Lakeside School
01-2014
Skills
Customer Relationship Management (CRM: Morpheus, Microsoft Office, C3d)
High-Volume Call Handling (Inbound & Outbound)
Account Management for High-Value Clients
Communication (Verbal & Written)
Problem Solving & Conflict Resolution
Administrative Support & Documentation
Multitasking in High-Pressure Environments
Adaptability & Willingness to Learn
Service Excellence & Customer Satisfaction
Retention & Loyalty Strategies
References
Available upon request
Timeline
Customer Service & Sales Agent
Concentrix ( Verizon Campaign BPO)
11.2025 - Current
Customer Service Agent
Nutun BPO – Yendo Credit Card Campaign (USA)
11.2024 - Current
Banking Specialist
CBA (Commonwealth Bank of Australia)
05.2023 - 11.2024
Administrative Assistant
Haleon BEE Chambers (Yes Youth Program)
05.2022 - 05.2023
Customer Service Agent (Postpaid)
Merchants – Vodacom Division
01.2018 - 06.2020
Customer Service Associate (Prepaid)
WNS Global Services – Vodacom Division
01.2017 - 01.2018
Customer Support Agent
WNS Global Services – Vodacom Division
01.2016 - 01.2017
TEFL Certificate - undefined
ITTT International TEFL & TESOL Training
Computer Literacy & Workplace Readiness - undefined
Afrika Tikkun (Tinswalo Training)
National Senior Certificate - undefined
The Lakeside School