Taken up Internal Course module: Customer Value Management I would like to enrol in Internal training programs( Field Brand&PR: specialising in Customer base)
Years of Professional Experience
Portia M. Mabuela
Customer Sales Representative
Available to move,FS
Summary
I am a dynamic customer service professional with proven expertise at MTN SP, enhancing customer satisfaction through effective complaint resolution and active listening. Skilled in CRM and adapt at building relationships, I consistently achieve high retention rates and fostered loyalty, driving repeat business and contributing to a positive team environment.
I am a very organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet Organisational goals, learn, growth and development..
Overview
16
16
5
5
Languages
Work History
Customer Service Representative
MTN SP
10.2015 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Office Administrator Coordinator
Kwanza Communication
09.2014 - 08.2015
- Improved office efficiency by streamlining administrative processes and implementing new organizational systems.
- Managed vendor relationships to negotiate cost-effective contracts for office supplies, equipment, and services.
- Ensured seamless day-to-day operations by diligently managing facility maintenance requests, IT support tickets, and supply inventory levels.
- Resolved customer inquiries promptly by addressing concerns professionally, maintaining a high level of client satisfaction throughout interactions with the company.
- Developed comprehensive training materials for new hires, reducing onboarding time and improving overall productivity in the office.
- Managed complex schedules for multiple executives, ensuring timely attendance at important meetings and events.
- Served as liaison between management teams to facilitate collaboration on cross-departmental projects, increasing overall project success rates.
- Maintained accurate financial records, processing invoices and tracking expenses to ensure budget compliance.
- Streamlined internal communications with efficient email correspondence practices, leading to faster response times from colleagues.
- Implemented a centralized filing system that improved document accessibility for all staff members, saving time spent searching for files.
- Assisted in the hiring process by screening resumes, scheduling interviews, and conducting reference checks to help build effective teams within the organization.
- Handled sensitive information with discretion while managing confidential employee records and company documents securely.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Reconciled account files and produced monthly reports.
- Streamlined internal communications with efficient email correspondence practices, leading to faster response times from colleagues.
- Interceded between employees during arguments and diffused tense situations.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Outbound Call Center Agent
Norton Lambrianos Attorneys
10.2009 - 02.2010
- Conducted follow-up calls to gauge customer satisfaction levels and identify opportunities for upselling or cross-selling services.
- Achieved high conversion rates through skillful negotiation tactics applied throughout the sales funnel stages.
- Provided personalized support by addressing each caller''s needs based on their unique circumstances, preferences, or challenges faced during the interaction process.
- Implemented feedback from supervisors to continually improve call quality and overall performance.
- Reduced call handling time by efficiently navigating through customer databases and CRM systems.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Followed-up on leads produced by outbound marketing campaigns based on established criteria.
- Contributed to a positive work environment through active participation in team meetings, brainstorming sessions, and motivational activities.
- Expanded client base by consistently meeting daily targets for outbound calls made per shift.
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Overcame objections using friendly, persuasive strategies.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Developed extensive knowledge of products and services to better assist customers.
Education
Bsc Degree In Business Administration - Business Administration And Management
CTI College ( Randburg)
Randburg , Johannesburg01.2010
Matric - Higher Education Studies
Settlers Agricultural High School
Bela Bela12.2004
Skills
Customer service
Active listening
Product knowledge
Adaptability and flexibility
Critical thinking
Team collaboration
Task prioritization
Customer relationship management (CRM)
Team development
Coordination
Administrative support
Account management
Brand representation
Staff training
Stock management
POS systems expert
Accomplishments
Currently a member of the Group Culture Committee (GCC), Acting as Event Coordinator
1. Collaborate & Assisted in Managing the Woman’s Day Celebration (2025)
- Supervised team of staff members.
- Collaborated with other Business Unit teams in the development of Projects ( Marketing)
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Compiled inventory lists( stock control, receive & IBT) and worked with Brands for new product promotions.
- Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Interests
I have build Strong Network with Business Unit to learn, develop and grow
Leadership & Management Roles: Mentoring, Skill development
Customer Focus: Brand & PR management & Customer success experience
I am motivated by solving challenges and helping Organisations growth
Timeline
Customer Service Representative
MTN SP
10.2015 - Current
Office Administrator Coordinator
Kwanza Communication
09.2014 - 08.2015
Outbound Call Center Agent
Norton Lambrianos Attorneys
10.2009 - 02.2010
Bsc Degree In Business Administration - Business Administration And Management
CTI College ( Randburg)
Matric - Higher Education Studies
Settlers Agricultural High School