Hi, I’m
Phumlani Mkhulungu
Customer Service Agent
Cape Town,Western Cape
Summary
ABOUT ME
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
years of professional experience
3
years of post-secondary education
Work History
SANLAM
CUSTOMER SERVICE REPRESENTATIVE
08.2021 - Current
Job overview
- Receive client requests to change personal details (Member detail)
- Make changes to intermediary code and details
- Register third-party details on client records
- Provide clients with tax/contribution certificates
- Provide clients with policy quota ons or values
- Provide clients with documents or forms
- Interact with clients regarding outstanding and Incomplete Correspondence
- Interact with intermediaries regarding outstanding and Incomplete
- Correspondence
- Perform cancellation of a plan inside and outside the cool-off period for funds and non-funds
- Perform Bridging relief on premiums due to temporary loss of income
- Add, and amend the client’s banking details, and frequency on a premium paying plan
- Add, and amend the client’s stop order details on a premium paying plan
- Provide clients with banking details to make cash payments to Sanlam.
- Perform requests from clients to investigate which amounts and plan numbers are linked to a deduction that was made from his/her account
- Perform a request from the client to stop paying premiums on a plan that has values.
VODACOM
CUSTOMER SERVICE AGENT
09.2019 - 07.2021
Job overview
- Entered customer interaction details in crm system to track requests, document problems, and record solutions offered.
- Communicated with clients regarding internet services, statements, and balances.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Educated clients on fibre/internet services and resolved client inquiries regarding statement information and account balances.
HEEPD/ Standing Tall
PROJECT COORDINATOR
10.2017 - 08.2019
Job overview
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Kept corporate and client information confidential, adhering to data safety measures.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Photocopied, distributed and emailed documents to project managers.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.
- Created job files for each project and maintained current data in each file.
OLD MUTUAL
ADMINISTRATOR
08.2015 - 06.2017
Job overview
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Entered and maintained departmental records in company database.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Networked with industry professionals to exchange best practice knowledge and stay abreast of latest developments.
OLD MUTUAL, CAPE TOWN
PARA-PLANNER
11.2014 - 07.2015
Job overview
- Working with new and existing customers, making outbound calls to determine needs and interests
- Ensures that in telephonically dealing with customers, the customer experiences the Old Mutual brand promise
- Initiates and identifies sales opportunity es for Financial Advisors
- Builds relationships with new and existing clients and Financial Advisors
- Reviews the client portfolio telephonically with the client
- Iden fies new and enhanced products and services to match client's needs and gaps
- Assists the Financial Advisor in growing the share of wallet with each client
- Provides the Financial Advisor with potential leads generated via telephonic discussion with client.
- Attended training courses to further knowledge and maximize understanding of current trends and strategies in financial planning.
- Networked with local community and businesses to promote financial services.
DATA, TRAFFIC MANAGEMENT AND TECHNOLOGIES PTY
CAPTURER/ADMINISTRATION CLERK
06.2013 - 11.2014
Job overview
- filing envelopes for postage
- Stamping and sorting summons/infringements for distribution
- Calculating Summons/Infringements posted for the day
- Verifying traffic elated documents
- Verification on of infringements in I-Verify system
- Edi ng of infringements in GISMO (Geographic Integrated system for managing offences)
OLD MUTUAL, CAPE TOWN
ADMIN SPECIALIST
06.2012 - 12.2012
Job overview
- Importing Financial Advisors' weekly Insurance Products sold, into an Excel Spreadsheet.
- Using My service to determine the highest-selling advisor of the month.
- Doing call quality/compliance checks - financial advisors' outgoing calls
- Assisting with the overall administrative duties (filling, capturing and processing of documents).
ENGEN LTD
Data Capturer
07.2011 - 07.2012
Job overview
- Capturing fuel Products Cer ficates into an excel spreadsheet Crea ng, Maintaining and Upda ng different Fuel product databases Prin ng and Filling Batch cer ficates sequen al as per product Responding to queries related to the batch cer ficates via MS Outlook
- EDUC AT I O N
- Built and maintained tracking databases for variety of measuring aspects.
- Entered client information into databases quickly and with minimal errors.
- Scanned documents and saved in database to keep records of essential organizational information.
- Corrected data entry errors to prevent duplication or data degradation.
- Sent completed entries for evaluation and final approval.
Education
Cape Peninsula University of TecnnologyCape Town
from National Deploma: Office Management And Technology
2018.01 - 2021.01 (3 years)
CAPE PENINSULA UNIVERSITY OF TECHNOLOGY (CPUT) | CAPE, NQF LV4 BUSINESS ADMINISTRATION, LEARNERSHIP
VODACOM
2020
SUCCESS
CERTIFICATE IN DIGITAL LITERACY
VISTA NOVA HIGH SCHOOL | CAPE
SENIOR NATIONAL CERTIFICATE/MATRIC
2020
Skills
- Product Knowledge
- Data Entry
- Scheduling
- Account Updating
- Technical Support
- Coordination
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Company CultureWork-life balanceCareer advancementWork from home option4-day work weekTimeline
CUSTOMER SERVICE REPRESENTATIVE
SANLAM
08.2021 - Current
CUSTOMER SERVICE AGENT
VODACOM
09.2019 - 07.2021
Cape Peninsula University of Tecnnology
from National Deploma: Office Management And Technology
2018.01 - 2021.01 (3 years)
PROJECT COORDINATOR
HEEPD/ Standing Tall
10.2017 - 08.2019
ADMINISTRATOR
OLD MUTUAL
08.2015 - 06.2017
PARA-PLANNER
OLD MUTUAL, CAPE TOWN
11.2014 - 07.2015
CAPTURER/ADMINISTRATION CLERK
DATA, TRAFFIC MANAGEMENT AND TECHNOLOGIES PTY
06.2013 - 11.2014
ADMIN SPECIALIST
OLD MUTUAL, CAPE TOWN
06.2012 - 12.2012
Data Capturer
ENGEN LTD
07.2011 - 07.2012
CAPE PENINSULA UNIVERSITY OF TECHNOLOGY (CPUT) | CAPE, NQF LV4 BUSINESS ADMINISTRATION, LEARNERSHIP
VODACOM
SUCCESS
CERTIFICATE IN DIGITAL LITERACY
VISTA NOVA HIGH SCHOOL | CAPE
SENIOR NATIONAL CERTIFICATE/MATRIC
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