Phumla Ntuli
Customer Service Consultant
Jabulane
Summary
Having experience in the customer service has made me deliver and produce more revenue for the company, through team work. My philosophy has always been to deliver outstanding service and being a loyal dedicated team player that thrive for best results. I possess broad set of skills that I believe would be relevant for this job placement. I am open-minded equipped to respect and follow business procedure and to implement a framework for tests to identify defects in shortest fractions
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
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.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
14
14
years of professional experience
1
1
Certificate
Work History
Customer Service Consultant
KTC-ZA
Johannesburg
07.2012 - Current
- CRM Manage key performance indicators and KPI, participate actively on system tests, Operational supervision and analysis and reporting
- Stock management and quality control , Data capturing , Attending to customer queries and complaints , Staff scheduling and management , Manage the availability of the outlet operators, stock and systems according to the required KPI's and procedure ,Apply and manage all the CSC policies and procedures, Maintaining a good working environment that is conducted through personal ,internal, external business conduct
- Hands on project management focus. Knowledge and experience in the following: o AARTO o Debt Recovery o Law Enforcement
- Implement operational & strategic plans for the VPC Section, through knowledge of policies, processes and procedures. Oversee all administrative & supporting functions required to effectively manage the VPC Section. To manage, monitor and schedule actions required for the VPC Sections in order to manage volumes for the specific VPC Section.
Debt Collector
AFRICAN BANK
Johannesburg
03.2012 - 08.2012
- Collected on delinquent accounts to reduce overdue balances.
- Identified and contacted customers with overdue accounts to address payment status.
- Improved debt recovery rates by implementing effective negotiation strategies and maintaining professionalism in challenging situations.
- Achieved successful settlements by skillfully negotiating terms agreeable to both parties involved in disputes.
Customer Service
VAN DE VENTER AND MOJAPELO ATTORNEYS
Johannesburg
01.2011 - 01.2012
- Solving Queries, Debt Collection, Negotiation a suitable amount, Tracing Debtors
- Implemented process improvements based on performance metrics analysis, leading to increased productivity within the department.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Described product and service details to customers to provide information on benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Increased customer loyalty through personalized interactions, building rapport with clients.
- Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Some College (No Degree) - Call Centre
CORNERSTONE
Johannesburg 04.2024 - 04.2011
No Degree - Business Administration
Mind The Gap
Johannesburg 04.2001 -
Skills
Customer service
Accomplishments
- VPC Collections
- Solving queries
- CSC cash and card handling procedure and report on any incident of non-compliance
- Customer Relations Management
- Business Administration Service at NQF level 4
References
- KTC-ZA- Pretty Khuboni 079 311 1133
- KTC-ZA - Thokozani Tshabalala, Manager, 078 400 6879
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Business Adminstration
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Flexible work hoursWork from home optionWork-life balancePersonal development programsLanguages
English
Advanced (C1)
Software
Business Adminstration
CRM
VPC
MNPR
Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
Some College (No Degree) - Call Centre
CORNERSTONE
04.2024 - 04.2011
Business Adminstration
05-2019
Customer Service Consultant
KTC-ZA
07.2012 - Current
Debt Collector
AFRICAN BANK
03.2012 - 08.2012
Customer Service
VAN DE VENTER AND MOJAPELO ATTORNEYS
01.2011 - 01.2012
No Degree - Business Administration
Mind The Gap
04.2001 -
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