Queen Nakedi Mhlanga
15032 Thutlwa Street, Ivory Park, Midrand
Summary
I am an efficient and knowledgeable customer service representative who knows how to best solve client related issues in ways which are specifically tailored for different customers with different needs and queries. I am a quick learner who excels at handling assigned tasks independently and have high aspirations for broadening my expertise in the client service field.
Overview
7
7
years of professional experience
Work History
Regional Helpdesk Agent
Momentum Group Limited
11.2021 - Current
- Delivering professional service to GEMS members through various servicing channels (inbound calls, emails and mainly walk-in interactions), by responding to their needs, concerns and complaints regarding their medical aid membership.
- Routinely get assigned to the contact center & assist with member queries by taking inbound calls.
- Accurately logging notes of all customer interactions on the system to ensure queries are recorded and accessible for the future.
- Attending to member enquiries within the service level agreement and ensuring that clients receive timeous feedback.
- Investigating and explaining medical claim entries to members.
- Escalating member queries to the relevant department or stakeholders.
- Scanning complete medical aid application forms to the scheme to ensure an efficient take-on process.
- Following up on the status of membership applications and checking for any amendments until membership numbers are received and distributed timeously.
- Capturing members information correctly on the system to ensure that all correspondence and customer communication is sent and received timeously.
- Accurately complete all administrative duties such as updating member records, compiling daily reports of all documents received and those processed.
- Thoroughly checking of membership forms for correctness & completeness prior to scanning to the back-office for processing.
- Assisting with the onboarding of new members by explaining options available and advising on the processes applicable to be a member.
Technical Support Consultant
Liquid Intelligent Technologies
07.2021 - 10.2021
- Served as the 1st line of support by attending to customer queries through inbound calls and emails.
- Capturing customer requests, and logging of incident tickets onto the ServiceNow System.
- Managing logged incident tickets by updating and tracking for any progress until they're resolved/closed.
- Identifying faults by troubleshooting issues to identify root causes accurately and engaging with the relevant teams for support.
- Responding to network alerts and hardware malfunctions.
Escalating all the requests that can't be resolved at 1st contact. - Ensuring SLA times to respond and resolve incident tickets are met.
Digital Customer Support Consultant
Multichoice
01.2020 - 04.2021
- Assisting customers by answering queries related to the products and services rendered by DStv through emails, social media and live chat.
- Determining the customer's eligibility to products by comparing their information to requirements set by the business.
- Assisting with billing queries and creating journals for refund requests & payment allocations.
- Going through financial transactions & informing clients of their account balances and advising them of payment options available to them to reconcile any outstanding arrears.
- Advising customers of current promotions on offer and generating leads for insurance and specialised product deals.
- Assisting with the onboarding of new customers by creating DStv subscriptions/profiles and advising them of various packages available to them and what they have to offer.
- Assisting customers with troubleshooting device and app errors.
Media Intern (WIL)
EdBook SA
01.2018 - 11.2018
- Developed digital content on current affairs for EdBook Online TV , (Where at times I'd be a presenter or producer depending on the content).
- Attended, photographed and video-taped media events and wrote short columns on them.
- Conducted tape or filmed interviews and narratives.
- Edited and assisted in editing videos for broadcast purposes on EdBook's online TV and YouTube page.
- Developed material for columns or commentaries by analyzing news, current events, trending topics and or personal experiences.
- Wrote reviews of literary, musical and other artworks that followers would be interested in.
- Collaborated with team members to brainstorm creative ideas for new mediua content.
Education
National Diploma - Public Relations Management
Tshwane University of Technology
Pretoria, South Africa04.2019
High School Diploma -
Bokamoso Secondary School
Tembisa, South Africa12.2014
Skills
- CRM Systems (Reflections, Freshdesk, Freshchat, ServiceNow, Avaya & Vitel)
- Microsoft Office (Word, PowerPoint & Excel)
- Business Writing / Written Communication
- Computer Literate / Tech Savvy
- Teamwork and Collaboration
- Customer Service Orientated
- Effective Communication
- Social Media Engagement
- Conflict Management
- Telephone Etiquette
- Attention to detail
- Data Capturing
Additional Information
Gender: Female
Date of birth: 24 June 1997
Nationality: South African
Driving licence: Code 8
LinkedIn: linkedin.com/in/queen-mhlanga-b70755127
Languages
English
Afrikaans
SePedi
IsiZulu
REFERENCES
Lizzy Mofokeng
Momentum Group, Regional Coordinator
0817384299, limofoke@mhg.co.za
Sophonia Rambuda
Liquid Intelligent Technologies, Customer Support Manager
0730649534 / 0115851057, Sophonia.rambuda@liquid.tech
Bryden Human
Multichoice, Livechat Team Leader
0733251811, Bryden.human@multichoice.co.za
Timeline
Regional Helpdesk Agent
Momentum Group Limited
11.2021 - Current
Technical Support Consultant
Liquid Intelligent Technologies
07.2021 - 10.2021
Digital Customer Support Consultant
Multichoice
01.2020 - 04.2021
Media Intern (WIL)
EdBook SA
01.2018 - 11.2018
National Diploma - Public Relations Management
Tshwane University of Technology
High School Diploma -
Bokamoso Secondary School
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