Sizwe Nkwanyana
Client Service Consultant
Johannesburg
Summary
Dynamic professional with a proven track record of enhancing customer satisfaction and streamlining operations, notably at Netcare. Leveraged excellent communication and Microsoft Office skills to mentor teams and improve efficiency, contributing to a 20% client base growth at Standard Bank SA. Known for a friendly attitude and adept problem-solving, consistently achieving beyond set goals.
Overview
13
13
years of professional experience
Work History
PHA
Client Service Agent
10.2024 - Current
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked effectively in fast-paced environments.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Resolved problems, improved operations and provided exceptional service.
Events Cordinator
House of Sizzles
10.2020 - Current
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Played key role in rebranding efforts, coordinating between design teams and marketing to ensure cohesive and impactful launch.
Quality Assurance Analyst
Netcare
07.2023 - 12.2023
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
- Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
Creative Artist
29:11 Org
01.2022 - 01.2023
- Attracted new listeners by actively participating in local music festivals and industry showcases, expanding the band''s reach within the industry.
- Maintained excellent time management skills while balancing touring schedules, rehearsal sessions, and personal commitments.
- Expanded fan base through consistent social media updates, engaging content creation, and networking at industry events.
- Developed tailored setlists for diverse venues, ensuring optimal audience satisfaction and connection with the music.
- Provided constructive feedback during rehearsals, leading to continuous improvement in performance quality and group cohesion.
- Showcased versatility as a musician by playing multiple instruments on stage, contributing to a richer and more diverse sound.
Call Centre Agent
Netstar
11.2019 - 09.2020
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Identified upselling opportunities to increase revenue generation.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
Late Estate Clerk
MIBFA
01.2016 - 03.2019
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
- Streamlined meeting logistics, coordinating schedules and preparing meeting materials to enhance focus and productivity.
Call Centre Consultant
Bonitas
11.2014 - 12.2015
- Consistently met or exceeded performance goals by focusing on customer needs and delivering tailored solutions.
- Utilized advanced knowledge of company products and services to provide accurate information and support to customers.
- Upheld high standards of professionalism throughout all interactions with clients, colleagues, and supervisors alike.
- Implemented new strategies for handling high call volumes during peak hours, resulting in decreased wait times for customers.
- Enhanced customer satisfaction by effectively resolving complex issues and providing exceptional service.
- Reduced average call duration while maintaining high-quality interactions through effective listening and problem-solving skills.
Outbound Sales Consultant
Standard Bank SA
02.2014 - 11.2014
- Made 40 cold calls per day resulting in client base growth by 20%.
- Increased lead generation by proactively reaching out to potential clients via phone and email.
- Boosted sales revenue by effectively communicating product benefits and features to prospective customers.
- Optimized customer database by updating contact information and tracking interactions for future outreach efforts.
- Collaborated with internal departments including marketing, finance, or operations to ensure a seamless customer experience from initial contact through the final sale.
- Conducted market research to identify potential leads, generating new business opportunities for the company.
Cellphone Banking Consutant
First National Bank
04.2013 - 02.2014
- Worked with customers to procure updated financial information on continuous basis.
- Identified potential risks, implementing proactive strategies for risk mitigation and management.
- Delivered exceptional customer service, resolving complex issues promptly and maintaining strong relationships with key clients.
- Communicated lending decisions to customers.
Business Accounts Administrator
Vodacom
10.2011 - 03.2013
- Maintained accurate records of all transactions, ensuring compliance with company guidelines and local regulations.
- Enhanced financial accuracy by streamlining the accounts payable and receivable processes.
- Consistently met deadlines under pressure while maintaining high levels of attention to detail in all accounting tasks.
- Supported annual audit activities, providing documentation and clarification as needed for auditors'' inquiries.
Education
High School Diploma -
Dr.B.W.Vilakazi High School
Johannesburg 04.2001 -
Skills
Friendly, positive attitude
Timeline
PHA
Client Service Agent
10.2024 - Current
Quality Assurance Analyst
Netcare
07.2023 - 12.2023
Creative Artist
29:11 Org
01.2022 - 01.2023
Events Cordinator
House of Sizzles
10.2020 - Current
Call Centre Agent
Netstar
11.2019 - 09.2020
Late Estate Clerk
MIBFA
01.2016 - 03.2019
Call Centre Consultant
Bonitas
11.2014 - 12.2015
Outbound Sales Consultant
Standard Bank SA
02.2014 - 11.2014
Cellphone Banking Consutant
First National Bank
04.2013 - 02.2014
Business Accounts Administrator
Vodacom
10.2011 - 03.2013
High School Diploma -
Dr.B.W.Vilakazi High School
04.2001 -
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