Hi, I’m
Patience Nosipho Mhlongo
Customer Service Representative
Durban
Summary
Dynamic customer service professional with a proven track record at Concentrix SA, excelling in client support and travel itinerary planning. Recognized for enhancing operational efficiencies and achieving high customer satisfaction rates through effective communication and team collaboration. Proficient in Microsoft Excel and adept at managing time-sensitive tasks.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
5
Languages
7
years of professional experience
Work History
Concentrix SA
Customer Service Representative
06.2023 - 06.2026
Job overview
- delivering support to multinational bank
- Achieved performance metrics consistently, receiving recognition as leading performer among team members.
- Provided guidance and support to new hires enabling effective assimilation into team environment.
- Partnered with logistics team to streamline shipping operations for customer statements and cards
- Handled customer inquiries to guarantee satisfaction and support favorable service interactions
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Leading Response
Customer service agent
04.2024 - 09.2025
Job overview
- Seminar reservations bookings
- Bookings management
- Quality assurance member for our team
- Trained new agents on company procedures, software tools, and customer service best practices.
- Monitored performance metrics to ensure adherence to service standards and continuous improvement efforts.
Concentrix+Webhelp (Egencia)
Corporate-travel-Consultant
10.2022 - 04.2024
Job overview
- Crafted travel itineraries and adjusted to match client Amadeus itinerary planning
- Facilitated travel logistics for groups, couples, executives, and clients with specific accommodation preferences.
- Streamlined flight ticket procurement and orchestrated car rentals for client convenience.
- Assessed hotel and airfare options to ensure alignment with client requirements and preferences.
- Oversaw credit and debit card transactions, maintaining professionalism and confidentiality of sensitive data.
- Enhanced operational efficiencies through coordination of domestic and international travel arrangements while managing airfare, hotel bookings, and rental car reservations.
- operated travel booking system for processing travel requests, updating client records, and printing final documents.
- Proactively mitigated potential schedule conflicts and secured alternative arrangements and reservations.
Kura SA
Customer Service Agent
02.2020 - 07.2022
Job overview
- Worked to achieve high customer satisfaction rates by providing optimal customer service and fostered a high client engagement rate.
- Managed high-volume of inbound and outbound customer calls.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Helped clients navigate online systems within established frameworks to obtain services.
- Utilized CRM software to track interactions, enhancing data integrity and customer satisfaction metrics.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Claims / CCI
Customer Service Consultant
03.2019 - 06.2020
Job overview
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Facilitated the claims process and delivery inquiries
- Insurance claims
Education
University of KwaZulu – PietermaritzburgPietermaritzburg, South Africa
from Geography and Environmental Management
01-2017
University Overview
Graduated and got an opportunity to explore Environmental stakeholder engagement projects.
Imbokodo Computer CenterSwayimani Area
from Educational Computing
01-2013
Skills
Microsoft Excel skills
Outlook management
Amadeus training
Fare structure
trip coordination
Overseas reservations management
Travel itinerary planning
trip organization
Regulatory compliance
Sabre Central system
government travel
accessible tourism services
Time-sensitive task prioritization
team collaboration
Interpersonal communication
client support
References
- Kwanele, Ndlovu, Kwanele.ndlovu@concentrix.com, +27815694543, Concentrix SA
- Gregory, Moodley, Gregory.moodley@wearekura.com, 0814417975, Kura SA
- Goitsi, Leiff, 0746281746, Outworx
- Ouam, Popoola, 0768109174, Swayimane High School
- Abulele, Qulu, Abulele.qulu@umsonduzi.gov.za, 0333923526, Umsunduzi Municipality
- Doctor T, Mabhaudi, Mabhaudi.tdr@ukzn.ac.za, University of Kwazulu Natal
Interests
Travelling and exploring different cultures and cuisine., In my spare time I enjoy reading and exercising, when I'm not minding to my indoor plants., I love meeting new people and extending pleasantries to foster relationships and kindness across borders
Timeline
Customer service agent
Leading Response
04.2024 - 09.2025
Customer Service Representative
Concentrix SA
06.2023 - 06.2026
Corporate-travel-Consultant
Concentrix+Webhelp (Egencia)
10.2022 - 04.2024
Customer Service Agent
Kura SA
02.2020 - 07.2022
Customer Service Consultant
Claims / CCI
03.2019 - 06.2020
Imbokodo Computer Center
from Educational Computing
University of KwaZulu – Pietermaritzburg
from Geography and Environmental Management