Summary
Overview
Work History
Education
Skills
Timeline
Generic

Thato Mathule

Back Office Agent
MTN Innovation

Summary

Dynamic customer service professional with over 15 years at MTN, excelling in problem-solving and technical support. Proven track record in enhancing customer satisfaction and loyalty through effective complaint resolution and upselling strategies. Recognized for fostering team morale and implementing quality assurance measures to drive service excellence. I am now looking into taking on a new challenging role that will assist me in realizing my full potential in the company. The lessons learnt along the way have been vital in shaping me to be a dedicated customer obsessed service provider.


References:

Senlot Nkiwane-Previous Supervisor 083 212 5876

Simon Sogo- Previous Manager 083 212 7354

Vusi Radebe-Current supervisor 083 212 3432

Overview

15
15
years of professional experience
4
4
Languages

Work History

Back Office Agent

MTN
08.2023 - Current
  • De-escalated and resolved customer complaints within the agreed service level timelines, efficiency and professional conduct to promote first call resolution and customer centricity.
  • Handling, probing and assessing postpaid complains that can range from billing discrepancies to answering inquiries by email or phone.
  • Assess coverage complaints and implement remedies that will bring customer satisfaction and bring coverage stability.
  • Mobile data technical role-assist with device and router set up and APN loading where applicable.
  • Overall after sales customer service to drive customer satisfaction and retention.
  • Promoting available launched MTN products and services to assist in revenue generation when I have done a need analysis from the customer profile at any point of interactions.
  • Track any gaps in service to provide feedback to management of any opportunities of service improvement to enhance customer experience.

High Value Customer Care Agent

MTN
04.2014 - 07.2023
  • Provided empathetic assistance to distressed customers whose profile were classified as premium due to high spend, demonstrating genuine concern for their needs and fostering brand loyalty.
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Managed high call volume while maintaining exceptional service quality for all customers.
  • Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.

Acting Customer Care Supervisor

MTN
08.2013 - 03.2014
  • Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
  • Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
  • Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
  • Implemented quality assurance measures and to ensure adherence to company standards and policies.
  • Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
  • Collaborated with cross-functional teams to develop solutions for recurring customer complaints and put contingency plans in place to avoid recurrence.

Customer Service Representative

MTN
12.2012 - 07.2013
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts regarding customer postpaid accounts.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Responded to customer requests for products, services, and company information.

Data Capturer

Liberty Life
01.2010 - 02.2011
  • Capturing documents from sales agents onto onboarding systems for new policies and updates.
  • Verified accuracy and validity of data entered in databases
  • Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities.
  • Maintained strict confidentiality while handling sensitive client information and records.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating sales reports.

Education

Certificate in Events Management - Events And Projects Management

Damelin
Braamfontein, Johannesburg
04.2001 -

High School Diploma -

WestCol Krugersdorp
Johannesburg
04.2001 -

Skills

    Problem-solving

    Powerpoint and computer literate

    Understanding of MTN Customer operations systems

    Contract/Postpaid Industry expertise with 15 years industry experience

    Technical support

    Positive attitude

    Critical thinking

    Organizational skills

    Solution-oriented mindset

Timeline

Back Office Agent

MTN
08.2023 - Current

High Value Customer Care Agent

MTN
04.2014 - 07.2023

Acting Customer Care Supervisor

MTN
08.2013 - 03.2014

Customer Service Representative

MTN
12.2012 - 07.2013

Data Capturer

Liberty Life
01.2010 - 02.2011

Certificate in Events Management - Events And Projects Management

Damelin
04.2001 -

High School Diploma -

WestCol Krugersdorp
04.2001 -

Similar Profiles

CREATE PROFILE
Thato MathuleBack Office Agent