Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
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Portia M. Mabuela

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

Years of Professional Experience

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 , Johannesburg
01.2010

Matric - Higher Education Studies

Settlers Agricultural High School
Bela Bela
12.2004

Skills

Customer service

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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

Taken up Internal Course module: Customer Value Management I would like to enrol in Internal training programs( Field Brand&PR: specialising in Customer base)

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

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Portia M. MabuelaCustomer Sales Representative