Rudzani Elonah Mothelo
Roodepoort
Summary
Detail-oriented professional experienced in customer service, administration, and data analysis. Skilled in managing sales processes from order creation to fulfilment and managing client queries and escalations, a strong foundation in logistics and supply chain operations. Leverages communication and interpersonal skills to enhance collaboration and elevate customer experiences, driving efficiency and accuracy across all operations.
Overview
11
11
years of professional experience
Work History
ENTERPRISE CLIENT SERVICE AGENT
MTN EBU
Roodepoort
2024.12 - Current
- Managed high-volume inbound calls and email correspondence from internal and external stakeholders, including Employee Connect, SMEs, and large enterprise clients, to deliver prompt and accurate service.
- Processed customer orders and service requests accurately and timely, providing user support through inbound telephone and email interactions.
- Collaborated with internal teams and external partners to resolve issues effectively, enhancing service quality.
- Resolved customer escalations by investigating issues and communicating solutions to clients.
- Handled high-volume inbound calls and email correspondence from internal and external stakeholders, including Employee Connect, SMEs, and large enterprise clients, ensuring prompt and accurate service delivery.
- Delivered exceptional client support by addressing inquiries and resolving issues effectively, contributing to high client satisfaction scores.
- Collaborated with internal departments to ensure seamless service delivery..
CUSTOMER SERVICE REPRESENTATIVE
MTN Store Mall of Africa
2023.03 - 2024.11
- Assisted walk-in customers with MTN account inquiries, complaints, billing issues, payments, upgrades, new lines, cash sales deals, and service requests, ensuring prompt and accurate resolutions to enhance customer experience.
- Resolved customer inquiries efficiently, enhancing the overall service experience and customer satisfaction.
- Processed account payments and provided detailed explanations of charges, improving customer understanding and satisfaction.
- Managed account updates and billing inquiries, ensuring accuracy and prompt resolution of issues.
- Maintained a professional and customer-focused environment, consistently meeting service quality standards and receiving positive client feedback.
- Promoted MTN products and services, effectively upselling to meet customer needs and contributing to monthly sales targets.
- Executed product demonstrations to increase customer understanding and drive sales conversions, aligning with customer needs.
- Delivered after-sales support for OBF returns, warranty bookings, and FTU cancellations, contributing to improved client retention.
- Collaborated with team members to streamline communication, improving operational efficiency and response times.
CUSTOMER ACQUISITION AGENT
MTN SA
2016.01 - 2023.02
- Vetted documentation for compliance with MTN policies and regulatory standards, minimising risk and ensuring high-quality customer acquisitions.
- Collaborated with internal departments to resolve discrepancies and streamline onboarding processes, improving workflow and reducing turnaround times.
- Collaborated with internal departments to resolve discrepancies and streamline onboarding processes, enhancing workflow and turnaround times.
- Collaborated with internal departments to resolve discrepancies and streamline onboarding processes, improving workflow and reducing turnaround times.
- Adhered to internal procedures, policies and processes ensuring compliance and supporting operational excellence.
Education
Bachelor of Commerce: Honours - Logistics
University of South Africa
Florida, Florida2026-10
BBA - Logistics and Supply Chain Management
Open Learning Group
Gauteng, Gauteng2019-11
Diploma - Transportation Management
University of Johannesburg
Aucklandspark, Aucklandspark2016-11
Matric Certificate -
Ahmed Timol Secondary School
Gauteng, Gauteng2005-12
Skills
- Order management
- Client management
- Service delivery
- Escalation handling
- Data analysis
- Analytical Thinking
- Organisational Skills
- Strong attention to detail
- Problem-solving
- Customer-Centric Approach
- Communication (Oral & Written)
- Inventory management
References
- Jacqui, Mzobe, jacqui.mzobe@mtn.com, 27832127236, MTN, Fairlands
- Owen, Masemola, owen.masemola@mtn.com, 0832121159, MTN Store Mall of Africa, Midrand
- Renate, Hardin, renate.chetty@mtn.com, 0832000536, MTN, Fairlands
Timeline
ENTERPRISE CLIENT SERVICE AGENT
MTN EBU
2024.12 - Current
CUSTOMER SERVICE REPRESENTATIVE
MTN Store Mall of Africa
2023.03 - 2024.11
CUSTOMER ACQUISITION AGENT
MTN SA
2016.01 - 2023.02
Bachelor of Commerce: Honours - Logistics
University of South Africa
BBA - Logistics and Supply Chain Management
Open Learning Group
Diploma - Transportation Management
University of Johannesburg
Matric Certificate -
Ahmed Timol Secondary School