Summary
Overview
Work History
Education
Skills
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Contact
Education
Personal Information
Timeline
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SITHEMBISO MBELE

SITHEMBISO MBELE

6810 River Park Alexander

Summary

Highly skilled Customer service agent with a strong background in office administration. Excels in high-pressure environments and demonstrates leadership abilities both independently and as part of a team. Exceptional at handling phone calls, coordinating with clients, and acting as a liaison between branch offices. Possesses extensive knowledge of office management software. Proven expertise in office and personnel management, adeptly navigating lead and support roles. Proficient in record keeping and document management.

Polite and professional Job Title successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

10
10
years of professional experience

Work History

Customer Service Agent

Capital One Bank
11.2023 - Current
  • Researching required information using available resources
  • Handling and resolving customer complaints regarding product sales to customer service problems
  • Providing customers with the organization’s service and product information
  • Processing forms, orders and applications requested by the customers
  • Identifying, escalating priority issues and reporting to the high-level management
  • Routing inbound calls to the appropriate resources
  • Following up complicated customer calls where required
  • Completing call notes and call reports as necessary and updating them in the CRM
  • Obtaining and evaluating all relevant data to handle complaints and inquiries
  • Recording details of comments, inquiries, complaints and actions taken
  • Managing administration, communicating and coordinating with internal departments.

Personal Assistant to the Director

Nonki C Travels
04.2023 - 02.2024
  • Generated reports using Microsoft Excel spreadsheets
  • Ran errands, including shopping for groceries and collecting dry cleaning
  • Performed background research for special projects
  • Answered inbound telephone calls promptly, directing clients, vendors and general queries to relevant teams
  • Booked flights
  • Attended meetings on Director's behalf
  • Assisted with client VISA's
  • Responsible for helping members of the public select and organize their ideal holiday on a limited budget
  • Sold transportations, accommodations, insurance and other travel services
  • Organized personal and professional calendars, including reminders and updates for upcoming meetings and events
  • Screened incoming telephone calls and PR enquiries, directing them through appropriate communication channels
  • Provided positive first impressions by maintaining immaculately reception areas and warmly greeting clients
  • Generated high-quality reports, documents and presentations
  • Established strong professional relationships with personnel at multiple levels whilst remaining flexible to take initiative and meet tight deadlines.

Operations Manager

Lularides
10.2021 - 10.2023
  • Welcoming and directing customers
  • Addressed customer service enquires quickly and accurately
  • Assisted customers with product-related questions, feedback and complaints
  • Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement
  • Developed empathetic client relationships and earned reputation for consistently exceeding sales goals
  • Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements
  • Processed and issued product orders and service upgrades for customers
  • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
  • Maximized customer satisfaction by resolving service issues promptly.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Increased profit by streamlining operations.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Assisted in recruiting, hiring and training of team members.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Receptionist

Lulaway
12.2021 - 04.2022
  • Captured and processed client information, entering data into online systems for wider company use
  • Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty
  • Met incoming customers with professional approach and provided friendly, knowledgeable assistance
  • Directed clerical tasks, including copying, faxing and file management
  • Delivered polite, professional customer service to enhance business reputation through positive first impressions
  • Collaborated effectively with customers and staff to maintain smooth-running company operations
  • Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval
  • Organized and updated weekly schedules and monthly calendar obligations for various levels of management and junior staff
  • Monitored company compliance with regulatory standards and liaised with external agencies to support audits and certifications
  • Coordinated complex schedules for training events and recruitment fairs
  • Handled database updates and digital file management aligned with data security and integrity requirements
  • Helped to enforce policies and procedures, proactively addressing issues with management
  • Booked conference rooms and meeting spaces, coordinating supplies and catering for company events.

Call Centre Agent

Lulacall
03.2021 - 07.2021
  • Giving customer service to Bolt, Uber, Pic Up, Yango, Net Florists
  • Tracking engineers for the customers
  • Responding to customer enquiries
  • Increased customer satisfaction by offering friendly, helpful and informative customer service
  • Handled and quickly resolved customer issues regarding product sales and customer service problems
  • Dealt with complex customer complaints professionally and politely, resolving issues with favorable solutions
  • Maintained detailed product knowledge to competently and expertly advise customers.

Tender Administrator

Iyavutha Distribution and Projects
09.2017 - 11.2020
  • Creating invoices and deliver
  • Being responsible for facilitating communications within the office
  • Answering and redirecting notes and phone calls
  • Scheduling meetings and providing personalized support for other employees in the office
  • Distributing opportunities after they are pre-qualified by bid manager
  • Preparing documentation for tender submissions (expressions of interest and proposals: RFI, RFP, RFQ)
  • Coordinating the tender process and preparing tender templates
  • Communicating with partner organizations - obtaining required documentation from partners as directed by management
  • Liaising with clients - obtaining clarifications and further information concerning a bid when required
  • Compiling project experience for tender submissions
  • Formatting final documents in preparation for tender submission and ensuring they are bound and presented in accordance with client stipulations
  • Ensuring proposals are submitted on timeously.

Beauty Therapist

Irelax
03.2015 - 02.2016
  • Customer service
  • Supported clients on a wide range of company products
  • Procurement
  • Made travel arrangements and ensuring that pricing is accurate
  • Collected payments
  • Issued receipts, refunds, change or tickets
  • Responsible for receiving payments, issuing receipts and refunds using scanning
  • Delivered range of spa treatments, including facials, massages and waxing
  • Maintained hygienic and organized treatment rooms, cleaning between guests
  • Delivered high-quality manicures, pedicures and facial treatments
  • Designed comprehensive body care routines for clients, encompassing schedules, products and techniques
  • Developed cleaning schedules and organizational systems for treatment and sales areas
  • Increased add-on purchases by upselling appropriate skin, nail and hair care products.

Education

High School Diploma -

Azara Secondary School
Johannesburg

Skills

  • Telephone Etiquette
  • Employee relation
  • Data Capturing
  • Recruitment
  • Microsoft Office
  • Warehouse operations
  • Client Relationship Management
  • System management
  • Strong organizational skills
  • Communication skills
  • Interpersonal skills
  • Experience with technology and software

Contact

6810 River Park Alexander 2090

Education

Johannesburg

Personal Information

Timeline

Customer Service Agent

Capital One Bank
11.2023 - Current

Personal Assistant to the Director

Nonki C Travels
04.2023 - 02.2024

Receptionist

Lulaway
12.2021 - 04.2022

Operations Manager

Lularides
10.2021 - 10.2023

Call Centre Agent

Lulacall
03.2021 - 07.2021

Tender Administrator

Iyavutha Distribution and Projects
09.2017 - 11.2020

Beauty Therapist

Irelax
03.2015 - 02.2016

High School Diploma -

Azara Secondary School

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