Theophilus Gumede
Secunda
Summary
Client Services Officer with extensive experience in customer relationship management and service improvement initiatives at MG Mali Attorneys Inc., Johannesburg, South Africa. Demonstrates exceptional skills in complaint resolution, negotiation, and communication optimisation, consistently exceeding performance targets and enhancing client satisfaction. Proven track record in developing proactive client engagement strategies and streamlining communication channels to improve efficiency. Security Officer at Lwethulwanda Cosmos with a focus on maintaining safety protocols and administrative efficiency. Former Administrative Officer skilled in corporate administration proficiency, managing daily office operations, and preparing lodgement documents for RAF claims. Career goals include leveraging leadership abilities and adaptability to drive service excellence and organisational growth.
Overview
1
1
Certification
2
2
years of professional experience
Work History
Client Services officer
MG Mali Attorneys Inc.
Johannesburg, South Africa
06.2026 - Current
- Managed client inquiries via telephone and email, delivering timely and accurate responses to foster customer satisfaction.
- Responded to customer emails with accurate, professional replies.
- Followed-up on customer interactions to provide further support.
- Remained calm under pressure to handle customer complaints and solve problems.
- Addressed and resolved escalated client complaints, restoring confidence in the company's commitment to quality service.
- De-escalated negative correspondence to achieve a positive outcome.
- Met demands of high-volume customer enquiries and exceeded performance targets.
- Attended to incoming enquiries within target timeframes.
- Gave clients information about available products and services to build awareness.
- Maintained working knowledge of available products and services for enhanced customer service.
- Established positive rapport with customers through various channels.
- Managed incoming telephone calls promptly, reducing customer waiting times and contributing to improved satisfaction ratings.
- Received calls and redirected individuals to relevant departments for smooth customer care.
- Listened to clients to identify requirements and prepare accurate tickets for further action.
- Reviewed submitted complaints and prioritized responses by submission time or other factors.
- Collected and updated accurate customer information to generate meaningful insights.
- Conducted regular reviews of client accounts to identify opportunities for service improvement and enhanced client engagement.
- Collaborated with the product development team to incorporate client feedback into service enhancements.
- Cultivated strong client relationships to tailor services that met specific needs and enhanced satisfaction.
- Maintained comprehensive records of client communications, transactions, and preferences, ensuring data accuracy and privacy.
- Acted as a point of escalation for complex client service issues, demonstrating problem-solving skills and client focus.
- Prepared detailed reports on client interactions and service issues, providing insights for management review.
- Reviewed and updated client service procedures and documentation, ensuring relevance and compliance with current standards.
- Negotiated service contracts with clients, achieving favourable terms while maintaining high levels of client satisfaction.
- Streamlined communication channels between clients and service teams, clarifying processes and minimising misunderstandings.
- Developed a proactive approach to client management, anticipating needs and addressing issues before escalation.
- Designed and implemented client service protocols, significantly enhancing customer satisfaction levels across the board.
- Facilitated quarterly review meetings with clients, discussing service performance and exploring opportunities for growth.
- Oversaw the creation of comprehensive client reports, offering insights into service performance and areas for enhancement.
- Developed and maintained strong relationships with key clients, resulting in increased retention rates.
Security Officer
Lwethulwanda Cosmos
12.2024 - Current
- Monitored and authorised entrance and departure of employees, visitors, and other persons to guard against theft and maintain security.
- Conducted security checks at building entrances, screening visitors for prohibited items and granting access to authorised individuals.
- Maintained secure access control, monitoring visitors and completing scans to locate contraband items.
- Verified identification for authorised personnel and visitors to property.
- Patrolled premises to prevent and detect intrusion, ensuring safety of personnel and property.
- Patrolled grounds after hours on foot to maintain visible presence and detect violations.
- Inspected doors, windows and gates for unauthorised entry.
- Oversaw the secure opening and closing of facilities, ensuring that all access points were properly secured.
- Walked property during busy periods to observe activities and protect assets.
Administrative Officer
MG Mali Attorneys Inc.
Johannesburg, South Africa
10.2025 - 05.2026
- Managed daily office operations, maintaining efficient workflow and meeting administrative deadlines.
- Consulted with new clients to understand their needs and provide tailored solutions.
- engaged clients to strengthen relationships and enhance communication.
- gathered necessary documents for RAF claims processing.
- prepared lodgement documents for timely submission.
Education
Certificate - securuty
kuhle security institution
Mpumalanga, South Africa01-2025
High Grade - Secondary Education
ZB Kunene Secondary School
Mpumalanga, South Africa01-2021
Skills
- Customer relationship management
- CRM tools utilisation
- Client engagement strategies
- Customer database management and inquiries
- Complaint resolution techniques
- Complaint handling expertise
- Customer service quality
- Customer service orientation strategies
- Service improvement initiatives
- Administrative efficiency
- Organisational skills
- Time management
- Deadline orientation
- Multitasking capabilities
- Problem-solving skills
- Negotiation skills
- Effective communication
- Efficient communication practices
- Team collaboration
- Leadership abilities
- Data confidentiality practices
- Customer service orientation strategies
- Customer database management and inquiries
Languages
SiSwati
Advanced
C1
English
Upper Intermediate
B2
Certification
Certificate of Competency, E, D, C, 2025-01-01
Custom
- Manana Thulani, 0715802823
Relation: Cousin
- Mr L Buyaphi, 011 028 0947
Relation: Manager
- Mr MG Mali, 011028 0947
Relation: Director
Personal Information
- ID Number: 9707165394082
- Health Status: Good
Timeline
Client Services officer
MG Mali Attorneys Inc.
06.2026 - Current
Administrative Officer
MG Mali Attorneys Inc.
10.2025 - 05.2026
Security Officer
Lwethulwanda Cosmos
12.2024 - Current
Certificate - securuty
kuhle security institution
High Grade - Secondary Education
ZB Kunene Secondary School