NONSIKELELO PENELOPE KHOZA
Call Center SME
Kwa Mashu
Summary
Driven individual with a passion for the telecommunications sector, focused on gaining practical experience and knowledge. Excellent time management and detail-oriented skills contribute to meeting deadlines consistently. Works well in team settings while also excelling in independent tasks. Maintains a strong commitment to integrity and ethical practices.
Overview
12
12
years of professional experience
4
4
Languages
Work History
Fraud Analyst Agent
Ibridge Solutions
08.2023 - 05.2025
- Assisting customers with different fraud related queries
- Escalating relevant documents for further investigation to the back office
- Educating customers about scammers and hiw to avoid being a victim
- Also educating customers what to do when they fall trap of scammers
Customer service consultant(Postpaid)
Ibridge Solutions
12.2022 - 06.2023
- Assiting postpaid customers with their billing issues
- Invoices
- Account updates
- Payment arrangements
Customer service consultant (Prepaid)
Ibridge Solutions
12.2021 - 10.2022
- Customer service
- Assisting with general queries from vouchers to blacklisting
- Logging and wraping calls
Merchandiser
Glenwood Spar
08.2018 - 10.2021
- Assisting customers with different brands of products
- Providing excellent shopping experience
Information Desk Assistant
Durban Natural Science Museum
02.2017 - 07.2018
- Answering general queries regarding the operation of the museum,both telephonically and face to face
- Interacting with guests in general
- Keeping daily records of guests
- Managing the bookings for larger groups visits
Customer service consultant
Tlalefang agency(MTN Mt Edgecombe)
11.2012 - 09.2016
- Taking inbound calls
- Assist MTN customers with different queries and ensuring first call resolution,referring to right channels if necessary
- Ensuring perfect quality service
- Logging all calls on MTN system
- Keeping accurate and detailed records on system for each call.
Education
National Senior Certificate - Grade 12
Bonokuhle High School
01-2001
Skills
Commucation skills
Time management skills
Decision making
References
- Nzuzo, Lushaba, MTN Mt Edgecombe supervisor, 0832123271, Na
- Zamokuhle, Shazi, Co-ordinator, nsm.frontdesk@durban.gov.za, 0610628835, Durban Natural Science Museum
- Tamara, Mjwara, Supervisor, 0792715064, Glenwood Superspar, Na
- Layla, van Wyk, Supervisor, Layla.van@ibridge.co.za, 0830762056, Ibridge Solutions, Prepaid
- Menzi, Khumalo, Supervisor(Postpaid), MenziK@ibridge.co.za, 0832123068, Ibridge Solutions
Timeline
Fraud Analyst Agent
Ibridge Solutions
08.2023 - 05.2025
Customer service consultant(Postpaid)
Ibridge Solutions
12.2022 - 06.2023
Customer service consultant (Prepaid)
Ibridge Solutions
12.2021 - 10.2022
Merchandiser
Glenwood Spar
08.2018 - 10.2021
Information Desk Assistant
Durban Natural Science Museum
02.2017 - 07.2018
Customer service consultant
Tlalefang agency(MTN Mt Edgecombe)
11.2012 - 09.2016
National Senior Certificate - Grade 12
Bonokuhle High School