Pumela Sinalo Ntutu
Client Services And Retention Consultant
Dunoon, Cape Town
Summary
I am a hardworking, ambitious, reliable, and self-motivated individual with a goal-oriented mindset. Demonstrates a willingness to learn and achieve desired goals. I am disciplined, honest, accountable, and responsible. I am experienced in customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns while maintaining a calm and professional demeanor in high-pressure situations.
Overview
4
4
years of professional experience
Work History
Client Service and Retention Consultant
Intelligent Debt Management
05.2024 - Current
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Driving toward achieving client retention, PDA collection, admin fee collection, and query resolution turnaround times.
- Educating and referring clients to the company's self-service client portal.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Managed over 50 calls per day and retained 60% of the clients.
Client Service Representative
WNS Global Services
10.2022 - 05.2024
- Deal with UK customer accounts.
- Bill their accounts, and process payments.
- I worked in the complaints department, which entailed communicating with clients via email.
- Investigated and resolved accounting, service and delivery concerns.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Handled over 50 calls per day and and had the highest FCR of 80%
Online Shopping Assistant
Takealot.com
03.2022 - 10.2022
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel
- Assisted with order queries, late deliveries, incorrect orders delivered, or damaged orders received.
- Assist with updating order details, changing the delivery address, or changing delivery from collect to delivery.
- Managed over 50 customer calls a day.
Education
RE5 Regulatory Examination
Moonstone Business School of Excellence
Cape Town, South Africa 04.2001 - 2023.04
Diploma - In Accountancy
Cape Peninsula University of Technology
Cape Town, South Africa 01.2019 - 2022.01
National Senior Certificate - Commerce Stream
Umtata High School
Mthatha, South Africa 01.2013 - 2017.01
Skills
Knowledge of MS Office, MS Word, PowerPoint, and Excel
Timeline
Client Service and Retention Consultant
Intelligent Debt Management
05.2024 - Current
Client Service Representative
WNS Global Services
10.2022 - 05.2024
Online Shopping Assistant
Takealot.com
03.2022 - 10.2022
Diploma - In Accountancy
Cape Peninsula University of Technology
01.2019 - 2022.01
National Senior Certificate - Commerce Stream
Umtata High School
01.2013 - 2017.01
RE5 Regulatory Examination
Moonstone Business School of Excellence
04.2001 - 2023.04
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