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 Africa11-2018
Skills
Customer communications
Problem-solving skills
Call center experience
Interpersonal skills
Resolving issues
Gathering information
Goal oriented
Fluency in multiple languages
Problem-solving
Time management
Self motivation
Active listening
Team collaboration
Problem-solving abilities
Client service
Multitasking
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