Summary
Overview
Work History
Education
Skills
References
Personal Information
Timeline
Hi, I’m

Thandeka Claudia Mabaso

Alexandra
Thandeka Claudia Mabaso

Summary

I am a professional and dedicated individual who is dedicated to each and every task given, I am straight forward and hard working. I have more than 10 years work experience and I am seeking to find Stability in my career.

Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships.

Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.

Results-driven professional with significant expertise in client management and contract negotiation. Possesses track record of securing favorable agreements and streamlining processes. Known for fostering team collaboration and maintaining flexibility to meet evolving demands.

Overview

17
years of professional experience
1
Language

Work History

Cap Security

Admin and Retentions Agent Retentions Team Leader
05.2023 - 09.2025

Job overview

  • Taking inbound calls
  • Making outbound calls
  • Assisting customers change of details
  • Contacting new home owners
  • Assisting with cancellations
  • Retaining clients that want to cancel
  • Assisting with Billings and sending out monthly invoices
  • Later moved to becoming a team leader.
  • Monitored the department
  • Checked KPIs
  • Did recruitment interviews
  • Dealt with stats
  • Did QA for agents
  • Took supervisor calls
  • Meet with clients individually to retain them
  • Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.

Tracker Connect

Inbound Retentions Agent
12.2019 - 05.2023

Job overview

  • Taking inbound calls
  • Assisting customers with locating vehicles
  • Assisting customers with reconnections
  • Assisting with cancelations
  • Retaining clients that want to cancel
  • Assisting with Billing
  • Assisting with invoices

Icontact

Inbound Chat Agent
01.2018 - 12.2019

Job overview

  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Provided exceptional support during high-volume periods, maintaining a calm demeanor under pressure.
  • Implemented upselling techniques when appropriate, contributing to increased per-customer sales revenue.
  • Promoted brand loyalty by delivering outstanding service experiences that exceeded customer expectations.
  • Contributed towards a positive work environment by supporting colleagues during challenging situations or peak periods.
  • Utilized CRM software proficiently for efficient management of customer interactions.

MultiChoice

Team leader(second in charge)
06.2015 - 06.2017

Job overview

  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

MultiChoice

Call center Agent (inbound)
05.2014 - 06.2017

Job overview

  • Taking inbound calls
  • Assisting customers with disconnections
  • Assisting customers with reconnections
  • Opening new accounts
  • Assisting with Technical issues
  • Assisting with Billing
  • Assisting with xtraview, boxoffice and Dstv Mobile

Absa bank

Claims Agent (in&outbound)
05.2013 - 04.2014

Job overview

  • Answering calls
  • Booking clients claims
  • Dealing with customer queries
  • Checking of claims
  • Data Capturing

MTN Coperate

Adminstration and Reception
02.2012 - 04.2013

Job overview

  • Answering calls
  • Attending to walk in clients
  • Dealing with customer queries
  • Sign for deliveries
  • Data Capturing
  • Reason for leaving: Temp assignment
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Passionate about learning and committed to continual improvement.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

UNISA

Administration /Data capturing
02.2011 - 01.2012

Job overview

  • Opening assignments
  • Collecting assignments from the gates
  • Verifying data received from students
  • Registering assignments
  • Claim for external markers
  • Booking out assignments to lecturers
  • Dealing with student queries
  • Courier assignments for external markers
  • Data Capturing

Reggies Toy Store

Retail Sales Associate /Assistant Store Manager
01.2009 - 01.2011

Job overview

  • Greeted customers and helped with product questions, selections, and purchases.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Increased sales revenue through effective product recommendations tailored to individual customers.
  • Answered questions about store policies and addressed customer concerns.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
  • Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
  • Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.

Education

Northview High School

Grade 12 from Afrikaans, English, Maths, History, Travel and Tourism, Guidance, Geography
01.2008

University Overview

C.T.I Private College

Advance Microsoft Office from Ms Word, Ms Excel, Ms Outlook, Power point, Access, Ms PowerPoint
01.2008

University Overview

C.T.I Private College

Graphic and web design and administration from Html
01.2008

University Overview

  • Adminstration Communication (contents)
  • Communication Skills
  • Body language
  • Voice tonality and cultural differences
  • Verbal Communication
  • Professional call handling
  • Confirmation and clarification of given and received
  • Information
  • Behavioral Skills
  • Listening Skills
  • Empathy and difficult customers
  • Effectively managing pressure and stress
  • Customer Service
  • Service and quality standards
  • Problem Solving
  • Initiative and Going the extra mile

Skills

    Problem-solving

    Customer service and care

    Positive attitude

    Clear communication

    Problem-solving skills

    Customer complaint resolution

    Critical thinking

    Organizational skills

    Performer promotion

    Call management

    Polite communication skills

    Service support

    Schedule management

    Marketing management

    Customer needs determination

    Contract negotiations

    Lead prospecting

    Conflict resolution

    Flexible schedule

    Public speaking

    Sales closing

    Ensuring customer satisfaction

    Goal-oriented mindset

    Salary determination

    Product sales

    Technical support

    Internet savvy

    Information documentation

    Recordkeeping proficiency

    Professional networking

    Client interviews

    Meeting coordination

References

References
  • Maki Neyendeni, Manager, Unisa, 011 471 2764, 082 578 8951
  • Rebecca Chiloane, Account manager, MTN, 0116560121
  • Bongile Binase, Supervisor, Multichoice, 01128902000
  • Keith Pamesear, Team leader, Cap Security, 0682697382

Personal Information

Personal Information
  • ID Number: 9012121287086
  • Health Status: Excellent
  • Criminal Record: None
  • Date of Birth: 1990-12-12
  • Gender: Female
  • Nationality: South African
  • Driving License: Code 08 Driving license
  • Marital Status: Single
  • ID Number: 9012121287086

Timeline

Admin and Retentions Agent Retentions Team Leader
Cap Security
05.2023 - 09.2025
Inbound Retentions Agent
Tracker Connect
12.2019 - 05.2023
Inbound Chat Agent
Icontact
01.2018 - 12.2019
Team leader(second in charge)
MultiChoice
06.2015 - 06.2017
Call center Agent (inbound)
MultiChoice
05.2014 - 06.2017
Claims Agent (in&outbound)
Absa bank
05.2013 - 04.2014
Adminstration and Reception
MTN Coperate
02.2012 - 04.2013
Administration /Data capturing
UNISA
02.2011 - 01.2012
Retail Sales Associate /Assistant Store Manager
Reggies Toy Store
01.2009 - 01.2011
C.T.I Private College
Advance Microsoft Office from Ms Word, Ms Excel, Ms Outlook, Power point, Access, Ms PowerPoint
C.T.I Private College
Graphic and web design and administration from Html
Northview High School
Grade 12 from Afrikaans, English, Maths, History, Travel and Tourism, Guidance, Geography

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Thandeka Claudia Mabaso