Oyisile Mayekiso
Client Service Consultant
Cape town
Summary
Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client satisfaction, excellent eye for detail enabling quick identification of areas of improvement and suggesting strategies to help businesses to reach goals.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Client Resolution Consultant-hybrid
Metropolitan Life Cape Town
10.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers in navigating company's products and services, ensuring clients received best possible experience.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed over 40 calls per day to meet productivity.
- Collected, arranged, and input information into database system
- Generated reports detailing findings and recommendations
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines
Mentorship program in Digital transformation
Metropolitan Life
05.2023 - 01.2024
- Assisting digital team with digital interaction with clients through chat box and website, analyzing low score rating and providing feedback on what can be done better to meet needs of clients while using digital platforms, adhoc surveys to enhance client experience and ease of business, investigating of trends to minimize complaints within digital department.
Customer Experience and administration (2ic)
Metropolitan health group- Gems medical aid division
05.2018 - 09.2021
- First point of contact with assisting clients and providers with medical aid benefits.
- Educated customers about billing, payment processing and support policies and procedures.
- Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
- Met customer call guidelines for service levels, handle time and productivity.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Investigated customer complaints and escalated issues to address critical requests.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Managed over 70 calls per day.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills
- Documented customer interactions in internal database to maintain customer service history details
- Collaborated with cross-functional teams to ensure a seamless customer experience from start to finish
- Delivered prompt service to prioritize customer needs
Client service agent
Wns global services BPO
10.2016 - 02.2018
- Being the first point of contact to clients who need assistance with new flight bookings and flight schedule changes telephonically, assisting quality assessors with listening of calls, doing quality checks, providing coaching and feedback to agents.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
Customer service-client facing role
Swissport-Cape town international airport
01.2015 - 09.2016
- Assisting clients with flight bookings and flight changes at the check-in desk for both domestic and international flights, cash handling and banking.
Education
Wealth management -
Trainsure Academy
Cape Town 06.2020 - 2021.05
Business Management -
Varsity College
Cape Town, South Africa 01.2012 - 2014.05
Matric- Boston private school -
Boston Private School
Cape Town, South AfricaSkills
Integrity and Honesty
undefinedOther
Valid code 8 driving license
Volunteer Experience
Administration assistant, 01/01/14, 09/01/14, DPSA, Assisting the CEO with administration duties such as scanning of documents, minutes taking, printing and diary management.
References
- Metropolitan life -service and operations- Riedwaan Salie Team leader, 0844302244
- Digital and transformational department- Kim Lillistone- Mentor, 0764310561
- Metropolitan health group – Maurice Savel team leader, 0620390906
- Wns global services – Tracy Afrika team leader, 0719518774
- Swissport SA – Kevin Haricomb team leader, 0833245021
Timeline
Mentorship program in Digital transformation
Metropolitan Life
05.2023 - 01.2024
Client Resolution Consultant-hybrid
Metropolitan Life Cape Town
10.2021 - Current
Wealth management -
Trainsure Academy
06.2020 - 2021.05
Customer Experience and administration (2ic)
Metropolitan health group- Gems medical aid division
05.2018 - 09.2021
Client service agent
Wns global services BPO
10.2016 - 02.2018
Customer service-client facing role
Swissport-Cape town international airport
01.2015 - 09.2016
Business Management -
Varsity College
01.2012 - 2014.05
Matric- Boston private school -
Boston Private School
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