Overview
Work History
Education
Skills
Timeline
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Precious Mbali Mtshali

Customer Service Agent
Johannesburg,GP

Overview

13
13
years of professional experience

Work History

Call Operator

Isonxperiences
01.2024 - Current
  • Retained valuable clients by offering solutions that address their unique concerns while reinforcing brand reputation.
  • Improved customer satisfaction by efficiently handling inbound calls and addressing concerns promptly.
  • Supported colleagues in navigating difficult customer interactions, promoting teamwork and cooperation within the call center.
  • Contributed to the development of standardized call scripts, ensuring consistency and clarity in communication with clients across the team.

Debt Collector Agent

CSS Solutions
04.2018 - 05.2023
  • Demonstrated adaptability by working effectively under pressure while managing a large portfolio of delinquent accounts.
  • Established positive rapport with customers during difficult conversations, leading to more cooperative attitudes towards settling unpaid balances.
  • Conducted thorough investigations to locate hard-to-reach debtors using skip tracing techniques, increasing overall collections results.
  • Increased company revenue with consistent follow-ups on outstanding debts and maintaining detailed records of collection efforts.

Data Capturer

Road Traffic Management Corporation
11.2017 - 01.2018
  • Implemented data quality control measures, ensuring accurate and reliable information for decision-making processes.
  • Provided exceptional customer service when responding to inquiries related to captured data or other relevant issues.
  • Enhanced data accuracy by meticulously entering and verifying information in various databases.
  • Ensured timely completion of assigned tasks, maintaining a high level of professionalism under pressure and tight deadlines.
  • Maintained strict confidentiality while handling sensitive client information and records.

Debt Collector

Pienaar Sithole & Associates
08.2015 - 10.2017
  • Resolved complex cases involving bankruptcy filings or disputed claims by working closely with internal departments and external agencies as needed.
  • Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
  • Implemented customized payment plans based on debtor''s financial situation, increasing likelihood of full repayments over time.
  • Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
  • Enhanced client relationships by providing regular updates on account status and diligently adhering to communication guidelines.

Inbound Call Center Agent

Bytes Technology
01.2011 - 05.2015
  • Exceeded company expectations regarding call volume, consistently meeting or surpassing the required number of daily interactions.
  • Efficiently managed multiple tasks simultaneously while maintaining focus on serving customers effectively under pressure situations.
  • Handled escalated calls professionally, working collaboratively with supervisors when necessary for resolution.
  • Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.

Education

Diploma - Office Management And Technology

Vaal University Of Technology
Kempton Park, South Africa
04.2001 -

Ingqayizivele Secondary School
Tembisa, South Africa
11.2005

Skills

Data entry proficiency

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Timeline

Call Operator

Isonxperiences
01.2024 - Current

Debt Collector Agent

CSS Solutions
04.2018 - 05.2023

Data Capturer

Road Traffic Management Corporation
11.2017 - 01.2018

Debt Collector

Pienaar Sithole & Associates
08.2015 - 10.2017

Inbound Call Center Agent

Bytes Technology
01.2011 - 05.2015

Diploma - Office Management And Technology

Vaal University Of Technology
04.2001 -

Ingqayizivele Secondary School

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Precious Mbali MtshaliCustomer Service Agent