Ntombenhle Penelope Nsele
Omni-Channel Relationship Consultant
Cosmo City
Summary
Proactive and detail-oriented Administrative Professional with over 4 years of experience in operations and customer-focused environments. Skilled in administration, secretarial services, and ensuring operational efficiency. Adept at handling office equipment, maintaining records, and providing exceptional support to senior management. Known for strong communication, organizational, and problem-solving skills, with a commitment to confidentiality and professionalism.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Stand in Team Leader
Multichoice
Randburg
02.2022 - 12.2024
- Coordinated team activities and delegated tasks to ensure efficient completion of projects
- Offered training and support to keep team members motivated and working towards objectives
- Collaborated with other departments to ensure alignments of goals across teams
- Created training materials and conducted groups trainings on new processes or procedures
- Analyzed data from various sources to identify areas of improvement in the department's operations
- Maintained positive working relationship with fellow staff and management
- Evaluated needs of departments and delegated tasks to optimize overall production
- Analyzed key performance indicators to identify effective strategies
- Ensured compliance with all safety regulations in the workplace
- Delegated daily tasks to team members to optimize group productivity
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service
- Monitored daily workflow to ensure adherence to establish policies and procedures
- Maintained a positive work environment that promoted collaboration between team members
- Oversaw quality control to identify inconsistencies and malfunctions
- Monitored operations and reviewed records and metrics to understand company performance
- Participated in regular meetings with senior leadership to provide updates on team's progress
- Identified needs of customers promptly and effectively
- Provided coaching and feedback on employee performance, encouraging professional development
Omni-Channel Relationship Consultant
Multichoice
Randburg
10.2019 - 12.2024
- Resolved customer complaints in a timely manner to ensure customer satisfaction
- Maintained high levels of professionalism while interacting with customers via phone or email
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Supported sales team members to drive growth and development
- Consulted with customers to resolve service and billing issues
- Mentored junior team members and managed employee relationships
- Strengthened customer retention by offering discount options
- Answering incoming calls from customers and helped with product inquiries, billing questions, and other customer service-related issues
- Adjusted bills and refunded money to resolve customers’ service or billing complaints
- Attended regular training sessions on updates and changes within the industry or organization
Customer Care Representative
CCI Call Centers
01.2015 - 02.2017
- Assisted customers in navigating through website features and functions to locate desired information or products
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products
- Promoted products offerings to drive growth and exceed benchmarks
- Kept customer and system account information accurate and current to support timely resolutions for concerns
- Identified opportunities to upsell additional services when appropriate
Education
Bachelor of Commerce - Human Resource Management
Mancosa
Pretoria, South Africa 01.2023 - Current
Certificate - Project Management
Udemy
Online 01.2022 - 04.2022
Higher Certificate - Business Management
Unisa
Pretoria 01.2021 - 12.2021
Skills
Technical/Interpersonal supportundefined
Timeline
Bachelor of Commerce - Human Resource Management
Mancosa
01.2023 - Current
Stand in Team Leader
Multichoice
02.2022 - 12.2024
Certificate - Project Management
Udemy
01.2022 - 04.2022
Higher Certificate - Business Management
Unisa
01.2021 - 12.2021
Omni-Channel Relationship Consultant
Multichoice
10.2019 - 12.2024
Customer Care Representative
CCI Call Centers
01.2015 - 02.2017
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