Desired Job Title
Product SpecialistCustomer Service ConsultantDatabase Sales ConsultantTelesales ConsultantInbound & Outbound Sales ConsultantLocation Preference
RemoteHybridOn-SiteLocation: ZA
Open to relocation: Yes
Open To Work
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Shelton Ngulele
Work Preference
Summary
Results-driven CCNA-certified networking professional with over seven years of experience in call center operations, telesales, and client relationship management. Transitioning into IT networking and technical support, leveraging Cisco (CCNA 200-301) and ITIL Foundation v4 qualifications. Skilled in enterprise-level service delivery, complex problem-solving, and maintaining client trust, with fluency in six languages enhancing effectiveness in diverse customer-facing environments.
Overview
1
1
Certification
2
2
years of post-secondary education
9
9
years of professional experience
Work History
Product Specialist
Redial BPO
01.2025 - Current
- Functioned as the primary contact for inbound and outbound client queries and provided consultative product support to improve client satisfaction in the automotive parts sector.
- Resolved complex client issues by leading conflict resolution efforts and de-escalating situations.
- Apply CRM systems to log, track, and resolve client cases, maintaining accurate interaction records and reducing repeat contacts.
- Collaborate with team members to share best practices and contribute to continuous service improvement initiatives.
- Designed and executed CariD marketing campaign to increase brand awareness and client engagement.
- Manage and safeguard sensitive banking and payment data in accordance with data protection protocols, ensuring full compliance and client confidentiality.
Customer Service Consultant
Merchants.cx
01.2021 - 01.2022
- Managed high volume of customer interactions via phone, email, and digital channels, achieving service quality targets and enhancing customer satisfaction.
- Resolved customer complaints and technical queries efficiently, applying structured troubleshooting methodologies to ensure timely resolutions and improve customer experience.
- Demonstrated in-depth product knowledge to guide customers through solutions, reducing escalations and increasing first-contact resolution rates.
- Maintained accurate and detailed records of customer interactions using CRM platforms, enhancing data quality for reporting and analysis.
Database Sales Consultant
Clientele Life
01.2019 - 01.2020
- Conducted client needs analyses to recommend tailored life insurance solutions, consistently meeting sales targets.
- Developed and nurtured long-term client relationships, securing high satisfaction and policy retention rates.
- Collaborated with underwriting and claims teams to ensure a seamless end-to-end client experience.
- Kept current on financial services regulations and product offerings to inform strategic sales decisions.
Telesales Consultant
Xchange Investments
Sandton
06.2018 - 06.2019
- Conducted outbound calls to prospective clients for investment opportunities.
- Cultivated strong client relationships, driving sales growth and enhancing customer loyalty.
- Conducted product demonstrations and negotiated sales agreements, consistently meeting revenue objectives.
- Executed outbound calls to prospective clients, identifying suitable investment opportunities.
- Built strong relationships with clients to understand their financial needs.
- Articulated investment products to effectively engage and inform potential investors.
Inbound & Outbound Sales Consultant
UCCS United Call Centre Solutions (iTalk)
01.2017 - 01.2018
- Executed high-volume outbound sales campaigns and managed inbound customer queries, enhancing customer satisfaction and sales opportunities.
- Executed high-volume outbound sales campaigns while managing inbound customer queries with professionalism and urgency.
- Maintained accurate CRM records of customer interactions, supporting data integrity and regulatory compliance to facilitate effective sales strategies.
- Monitored product developments and industry trends to deliver relevant client guidance, positioning company as a knowledgeable resource.
Education
ITIL Foundation v4 - Service Value System (SVS), Four dimensions of service management, 34 ITIL management practices, Continual improvement, Service value creation, Guiding principles
Simplilearn Academy
Johannesburg , South Africa 06.2024 - 01.2025
Cisco Certified Network Associate (CCNA 200-301) - Networking fundamentals, IP addressing & subnetting, Routing & switching, VLANs & WLANs, OSPF, NAT/DHCP/DNS/NTP/QoS, Firewall basics, VPNs, Access control, Network automation, APIs & SDN, Troubleshooting across multiple OSI layers
Simplilearn Academy
Johannesburg , South Africa 06.2024 - 01.2025
Call Centre Practitioner Certificate - Customer service excellence, Verbal & written communication, CRM software proficiency, Time management & SLA adherence, Escalation handling
Ezulwini Staffing
Johannesburg , South Africa 01.2018 - 11.2018
Skills
- Product strategy
- Market analysis
- Client management
- CRM utilization
- Technical support
- Cisco CCNA
- TCP/IP
- VLANs
- OSPF
- DHCP
- DNS
- VPN
- NAT
- ITIL v4
- Incident management
- Problem management
- Change management
- Data handling
- Data confidentiality
- SLA adherence
- Queue management
- Needs analysis
- Customer engagement
- Client outreach
- Conflict resolution
- Escalation management
- Problem resolution
- Data protection compliance
- Service excellence
- G Suite
- MS Office
- Team collaboration
- Time management
- Adaptability
- Effective communication
- Multi-channel support
- Problem management
- Adaptability
Certification
- Cisco Certified Network Associate (CCNA 200-301), Simplilearn Academy, 01/01/24 - 12/31/25
- ITIL Foundation v4, Simplilearn Academy, 01/01/24 - 12/31/25
- Call Centre Practitioner Certificate, Ezulwini Staffing, 01/01/18
References
- Serake Moduka, Building Manager, Clientele Life, 079 719 8673, info@clientele.co.za
- Tshepo Munyu, Team Leader, Merchants.cx, 081 459 3801, tsephomunyu@merchants.cx.com
- Paul Chavunkunda, Team Leader, UCCS, 083 671 3387, paulc@uccs.co.za
- Mr Mbambo, HR Officer, Xchange Investments, 082 256 0298, info@xchangeinvest.co.za
- Tereza Smith, Talent Acquisition Specialist, Redial BPO, 079 349 6590, tersmith@redialbpo.com
Hobbies and Interests
- Music
- Travelling
- Reading
- Investing
Personal Information
Date of Birth: 11/03/96
Languages
- Afrikaans
- Zulu
- Sotho
- Tsonga
- Portuguese
- English, Fluent
- Afrikaans, Fluent
- Zulu, Fluent
- Sotho, Fluent
- Tsonga, Fluent
- Portuguese, Fluent
Timeline
Product Specialist
Redial BPO
01.2025 - Current
ITIL Foundation v4 - Service Value System (SVS), Four dimensions of service management, 34 ITIL management practices, Continual improvement, Service value creation, Guiding principles
Simplilearn Academy
06.2024 - 01.2025
Cisco Certified Network Associate (CCNA 200-301) - Networking fundamentals, IP addressing & subnetting, Routing & switching, VLANs & WLANs, OSPF, NAT/DHCP/DNS/NTP/QoS, Firewall basics, VPNs, Access control, Network automation, APIs & SDN, Troubleshooting across multiple OSI layers
Simplilearn Academy
06.2024 - 01.2025
Customer Service Consultant
Merchants.cx
01.2021 - 01.2022
Database Sales Consultant
Clientele Life
01.2019 - 01.2020
Telesales Consultant
Xchange Investments
06.2018 - 06.2019
Call Centre Practitioner Certificate - Customer service excellence, Verbal & written communication, CRM software proficiency, Time management & SLA adherence, Escalation handling
Ezulwini Staffing
01.2018 - 11.2018
Inbound & Outbound Sales Consultant
UCCS United Call Centre Solutions (iTalk)
01.2017 - 01.2018