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 - 04.2023
Diploma - In Accountancy
Cape Peninsula University of Technology
Cape Town, South Africa 01.2019 - 01.2022
National Senior Certificate - Commerce Stream
Umtata High School
Mthatha, South Africa 01.2013 - 01.2017
Skills
Knowledge of MS Office, MS Word, PowerPoint, and Excel
Excellent communication skills
Ability to work under pressure and meet deadlines
Very Proactive and solution driven
Excellent planning and organizing skills
Systems knowledge (Sage, Pastel ,Zendesk, SAP, MIP, Simplicity)
CRM navigation
System documentation
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 - 01.2022
National Senior Certificate - Commerce Stream
Umtata High School
01.2013 - 01.2017
RE5 Regulatory Examination
Moonstone Business School of Excellence
04.2001 - 04.2023