Patience Magagula
Customer Experience Consultant
Johannesburg,GP
Work Preference
Summary
Customer Service Professional experienced in managing interactions and delivering high-quality support. Enhanced customer satisfaction through effective communication, active listening, and problem-solving skills. Committed to fostering positive relationships, adapting to changing needs, and driving continuous improvement through technological innovations.
Overview
25
25
years of professional experience
Work History
Customer Care Officer
Liberty
2021.10 - Current
- Delivered exceptional customer service by promptly addressing and resolving customer queries within agreed service turnaround times, enhancing customer satisfaction.
- Built and maintained strong customer relationships through effective communication, proactive follow-up, and personalized support.
- Processed customer requests and payments accurately and efficiently, ensuring compliance with company policies and service standards.
- Educated customers on products, services, benefits, and applicable business processes, enabling informed decision-making.
- Resolved operational and customer-related issues through effective troubleshooting, contributing to high levels of customer satisfaction.
- Monitored attendance and time-management trends to identify patterns, contributing to operational improvements and enhanced service delivery.
- Managed escalated customer complaints and complex queries independently, ensuring timely resolutions and maintaining customer trust.
- Consistently exceeded customer expectations while adhering to organizational policies, procedures, and service quality standards.
- Demonstrated strong problem-solving, conflict-resolution, and stakeholder-management skills in a fast-paced customer service environment.
Online Banking Team Manager
STANLIB
2016.10 - 2021.09
- Led team performance discussions, aligning priorities with operational targets and service standards.
- Coached staff on process adherence, improving consistency and accountability across daily deliverables.
- Coordinated workflow allocation, balancing workloads to maintain efficient service delivery.
- Monitored team output, resolving bottlenecks and supporting timely completion of key tasks.
- Reviewed reporting outputs for accuracy, ensuring reliable management information and escalation tracking.
- Managed stakeholder queries, maintaining clear communication across internal business units.
- Enforced compliance with company policies, procedures, and governance requirements.
- Led employee relations through effective communication, coaching, training, and development.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Coordinated with other department heads to ensure alignment of team goals with overall company strategy.
Front Desk Manager
STANLIB
2014.03 - 2016.11
- Managed front desk staff scheduling, task allocation, and performance coaching for smooth coverage.
- Supervised front desk operations, ensuring prompt visitor reception, call handling, and professional client service.
- Implemented reception procedures that improved service consistency, accuracy, and response times.
- Coordinated meeting room bookings, guest registrations, and executive support to maintain efficient daily workflows.
- Provided weekly leadership, coaching, and performance support to team members, ensuring high levels of engagement and productivity.
- Assisted with workforce planning, including headcount monitoring, resource allocation, and staff scheduling to meet operational requirements.
- Managed customer escalations, complaints, and complex queries, ensuring timely and effective resolution in the absence of Team Leaders.
- Conducted regular one-on-one and team meetings to review performance, address challenges, and drive continuous improvement.
- Coordinated team setup and transition activities, ensuring smooth implementation of operational changes with minimal disruption.
- Monitored service delivery and ensured adherence to Service Level Agreements through effective team management and performance tracking.
- Identified and addressed trends in absenteeism and time management, supporting improved attendance and operational efficiency.
- Represented the team at departmental meetings, communicating updates, feedback, and key operational information to team members.
- Acted as Call Centre Team Leader on scheduled Saturdays, overseeing daily operations, managing staff performance, and maintaining service standards.
- Resolved client and visitor queries promptly, escalating complex issues to appropriate internal teams.
- Managed front desk maintenance of client records and lab data.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Call Center Consultant
STANLIB
2012.09 - 2014.09
- Managed high volumes of inbound calls while consistently meeting Service Level Agreement (SLA) targets and quality standards.
- Administered and supported the specialized Government subsidized Educational Savings plan (FundiSA Fund) service line, providing accurate information and efficient client assistance.
- Consistently met or exceeded performance goals by focusing on customer needs and delivering tailored solutions.
- Utilized advanced knowledge of company products and services to provide accurate information and support to customers.
- Explained fund options, retirement solutions, and service processes using clear, client-focused communication.
- Handled inbound client queries regarding investment products, policy administration, and account servicing.
- Resolved complaints by investigating issues, coordinating follow-up, and providing accurate client feedback.
- Updated CRM records with detailed notes, ensuring compliant and accurate call logging.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
BUSINESS PSYCHOLOGY AND HUMAN BEHAVIOUR - Psychology
UNISA
Pretoria 2001.04 -
CUSTOMER RELATIONSHIP MANAGEMENT - Business Administration
UNISA
Pretoria 2001.04 -
Human Resources Hiring Practices - Human Resources Management
UNISA
Pretoria 2001.04 -
Skills
Customer relations
Problem resolution
Customer data confidentiality
Complaint handling
Call center experience
Cross-functional collaboration
Communication effectiveness
Professionalism
English fluency
Office equipment proficiency
Brand representation
Communication effectiveness
Additional Information
A dedicated and results-driven customer service professional with strong communication, organisational, and problem-solving skills. Proven ability to work under pressure, meet deadlines, and maintain high service standards. Detail-oriented, flexible, and reliable, with the ability to build positive relationships with customers and colleagues alike. An objective listener with exceptional interpersonal skills and a strong commitment to teamwork and service excellence.
Passionate about customer service and committed to creating positive customer experiences. I believe that customers are the foundation of every successful organization, and I take pride in delivering professional, efficient, and customer-centric solutions that contribute to organizational success.
Timeline
Customer Care Officer
Liberty
2021.10 - Current
Online Banking Team Manager
STANLIB
2016.10 - 2021.09
Front Desk Manager
STANLIB
2014.03 - 2016.11
Call Center Consultant
STANLIB
2012.09 - 2014.09
BUSINESS PSYCHOLOGY AND HUMAN BEHAVIOUR - Psychology
UNISA
2001.04 -
CUSTOMER RELATIONSHIP MANAGEMENT - Business Administration
UNISA
2001.04 -
Human Resources Hiring Practices - Human Resources Management
UNISA
2001.04 -