Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nonhlanhla Joyce Mtshali

Customer Service
Johannesburg

Summary

Dynamic and results-driven professional with extensive call center experience at Omni Channel Communications. Proven track record in exceeding sales targets and enhancing customer satisfaction through exceptional problem-solving and active listening skills. Adept at fostering strong client relationships and collaborating with teams to achieve goals, ensuring high-quality service delivery.

Overview

6
6
years of professional experience

Work History

Call Agent

Training Force
01.2025 - Current
  • Built strong customer relationships with empathetic communication and active listening skills.
  • Maintained high call quality standards by adhering to company guidelines and protocols.
  • Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
  • Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
  • Identified recurring issues or trends in customer complaints, leading to improvements in products or services as a result.

Sales Agent

MTN Remant Mobile
01.2023 - 12.2023
  • Assisted call-in customers with questions and orders.
  • Enhanced product knowledge through continuous training and professional development opportunities.
  • Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
  • Set and achieved company defined sales goals.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Informed customers of promotions to increase sales productivity and volume.

Call Center Agent, Inbound Sales

Omni Channel Communications
02.2022 - 11.2022
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Collaborated with other departments to address complex customer issues, ensuring timely resolutions that met client expectations.
  • Built strong rapport with customers, fostering loyalty and repeat business opportunities.
  • Exceeded monthly sales targets through persuasive communication skills and product knowledge.
  • Reduced average call handling time by quickly assessing customer needs and providing concise information or solutions as needed.
  • Minimized dropped calls by implementing effective call control techniques, ensuring smooth transitions between topics during conversations.
  • Resolved customer complaints, resulting in higher customer retention rates.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Overcame objections using friendly, persuasive strategies.
  • Pitched products and services to potential customers, securing new deals and sales opportunities.
  • Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.

Sales Person

Side Step Clothing
03.2019 - 12.2020
  • Boosted sales by consistently engaging with customers and addressing their needs effectively.
  • Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Informed customers of promotions to increase sales productivity and volume.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.

Education

Associate of Arts - Higher Certificate in Performing ARTS

AFDA College
Johnnesburg
04.2001 -

Matric

Aurora Girls High
Soweto, South Africa
11-2018

Skills

Customer communications

Timeline

Call Agent

Training Force
01.2025 - Current

Sales Agent

MTN Remant Mobile
01.2023 - 12.2023

Call Center Agent, Inbound Sales

Omni Channel Communications
02.2022 - 11.2022

Sales Person

Side Step Clothing
03.2019 - 12.2020

Associate of Arts - Higher Certificate in Performing ARTS

AFDA College
04.2001 -

Matric

Aurora Girls High
Nonhlanhla Joyce MtshaliCustomer Service