THANDOKAZI NATASHA MAKELENI
1098 Mahlathini Street New Cross Road Nyanga
Summary
Polite and professional customer service 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.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Tech Mahindra
Cape Town, South Africa (Remote)
07.2022 - Current
- Responded to customer requests for products, services, and company information.
- Assisting customers through emails and live chat
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Agent (Vodacom)
Merchants (Dimension Data Company)
Woodstock, South Africa
01.2017 - 06.2022
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Providing feedback on the efficiency of the customer service process
- Ensure customer satisfaction and provide professional customer support.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
CALL CENTRE AGENT (DEBT COLLECTOR)
Anthony Richards & Associates (ARA)
Cape Town
04.2016 - 11.2018
- Keep tracking outstanding debts
- Plan course of action to recover owed money
- Locate and contact debtors
- Negotiate payoff deadlines and payment plans
- Handle customers' questions or complaints
- Build trust with debtors
- Update account status and database regularly
- Comply with requirements when legal action is unavoidable.
Education
High School Diploma -
IQhayiya Secondary School
Khayelitsha12.2011
Skills
- Positive attitude
- Technical knowledge
- Conflict resolution
- Decision-making
- Resolving issues
- Complaint resolution
- Building rapport
- Adaptability
- Effective communication
- Empathy
- Friendliness
- Quick thinking
- Problem-solving abilities
- Patience
- Active listening
References
- Anthony Richards & Associates, Tina Falken, Team Leader, 0743361001
- Merchants, Miriam Deliwe Zana, Team Leader, 07607281389/0608348333
- Tech Mahindra Charne Davids,Team Leader,0767055264/0680638293
Timeline
Customer Service Representative
Tech Mahindra
07.2022 - Current
Customer Service Agent (Vodacom)
Merchants (Dimension Data Company)
01.2017 - 06.2022
CALL CENTRE AGENT (DEBT COLLECTOR)
Anthony Richards & Associates (ARA)
04.2016 - 11.2018
High School Diploma -
IQhayiya Secondary School