Sphesihle Mbokazi
Piet,South Africa
Summary
Dynamic and results-driven professional with extensive expertise in sales techniques and customer relationship management. Demonstrates proficiency in multilingual communication and telemarketing, coupled with a resilient approach to stress and conflict resolution. Adept at utilising Salesforce platform and handling escalations with strong empathy and clarity. Career goals include leveraging proactive engagement and goal-oriented strategies to drive business growth and enhance customer satisfaction.
Hardworking and proactive individual committed to improving customer service, loyalty and satisfaction. Applies resourceful and logical thinking approach to problem-solving that resolves complex issues swiftly. Approachable communicator, confident in providing superior levels of customer care.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Call centre agent
PGPS Attorneys
Pietermaritzburg, KwaZulu-Natal
04.2025 - Current
- Streamlined communication with customers to understand needs better.
- Managed high volume of inbound calls, ensuring swift response times.
- Assisted in training new staff members, fostering a supportive work environment.
- Conducted market research surveys over the phone to gather valuable consumer insights.
- Improved team productivity through effective collaboration and teamwork.
- Ensured maximum efficiency by adhering to call centre schedules and targets strictly.
- Provided technical support for customer issues, demonstrating problem-solving skills.
- Performed data entry tasks to keep records up-to-date and organised.
- Resolved conflicts in a respectful manner, promoting a positive image of the company.
- Increased client trust by providing accurate product information.
- Initiated upselling techniques during calls; generating additional revenue for the company.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Built long-term client relationships through exceptional customer service skills.
- Fulfilled administrative duties such as filing, copying and faxing documents when required.
- Documented all phone interactions for record keeping and quality control purposes.
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Utilised multi-line telephone systems for efficient call handling.
- Handled customer queries focused on first-call resolution.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Accepted direct payments and set up invoicing and payment plans for complex orders.
Sales consultant
Hollard
Greytown, KwaZulu-Natal
09.2020 - 03.2022
- Managed key accounts resulting in increased profitability for the company.
- Closed complex deals with a strategic and customer-focused approach.
- Handled after-sales services proficiently, ensuring client retention.
- Negotiated contracts leading to mutually beneficial agreements.
- Streamlined communication processes within the team, enhancing productivity.
- Built strong relationships with customers, resulting in repeat business.
- Increased brand awareness by conducting engaging product demonstrations.
- Utilised CRM software efficiently, improving lead tracking and follow-ups.
- Generated leads to increase potential business opportunities.
- Implemented promotional strategies for improved product visibility in the market.
- Negotiated and closed sales to secure profitable deals and contracts.
Call centre agent
NDC Credit Management
Pietermaritzburg, KwaZulu-Natal
07.2016 - 07.2020
- Improved team productivity through effective collaboration and teamwork.
- Provided technical support for customer issues, demonstrating problem-solving skills.
- Used persuasive selling techniques to promote company products and services successfully.
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Managed high volume of inbound calls, ensuring swift response times.
- Facilitated positive customer experiences with attentive service.
- Increased client trust by providing accurate product information.
- Assisted in training new staff members, fostering a supportive work environment.
- Ensured maximum efficiency by adhering to call centre schedules and targets strictly.
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Built long-term client relationships through exceptional customer service skills.
- Fulfilled administrative duties such as filing, copying and faxing documents when required.
- Resolved conflicts in a respectful manner, promoting a positive image of the company.
- Streamlined communication with customers to understand needs better.
- Performed data entry tasks to keep records up-to-date and organised.
- Documented all phone interactions for record keeping and quality control purposes.
- Handled customer queries focused on first-call resolution.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
Assistant teacher - Volunteer
St. Joseph's Secondary School
New Hanover, South Africa
02.2014 - 08.2016
- Encouraged student participation in class activities, leading to increased engagement and enthusiasm for learning.
- Prepared educational materials to facilitate instruction and learning activities.
- Collaborated with teaching staff for improved curriculum implementation.
- Enhanced student understanding by developing creative lesson plans.
- Demonstrated patience whilst dealing with challenging situations for maintaining a harmonious classroom environment.
- Maintained a safe, inclusive classroom atmosphere by enforcing school guidelines and policies.
- Participated actively in staff meetings contributing ideas towards enhancing teaching methods.
- Provided additional support to students with learning difficulties, increasing their confidence and engagement.
- Encouraged open communication amongst peers promoting respect and teamwork within the classroom setting.
Education
Matric - Grade 12 - Economic
St. Joseph's Secondary School
New HanoverDiploma in Business Administration - Administration
PC Training & Business College
Pietermaritzburg, KwaZulu-NatalSkills
- Proactive engagement
- Sales techniques understanding
- Goal orientated approach
- Sales persuasion
- Positional negotiation
- Escalation handling expertise
- Keyboard typing speed
- Strong empathy display
- Outbound calling experience
- Multilingual communication
- Data entry proficiency
- Resilient to stress
- Customer relationship
- Voice clarity and enunciation
- Salesforce platform competence
- Understanding tone of voice
- Follow-Up coordination
- Knowledge in telecommunications
- Result-Driven mindset
- Multitasking
- Sales techniques
- Conflict Resolution
- Phone system adept
- Administration
- Telemarketing
Languages
English
Fluent
Zulu
Fluent
Xhosa
Fluent
Sotho
Fluent
Certification
Level 1 Fire Fighting
Timeline
Call centre agent
PGPS Attorneys
04.2025 - Current
Sales consultant
Hollard
09.2020 - 03.2022
Call centre agent
NDC Credit Management
07.2016 - 07.2020
Assistant teacher - Volunteer
St. Joseph's Secondary School
02.2014 - 08.2016
Matric - Grade 12 - Economic
St. Joseph's Secondary School
Diploma in Business Administration - Administration
PC Training & Business College
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