Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Thobelani Hukwe

SME Outbound Customer Service Representative
East London

Summary

Proven track record in enhancing customer satisfaction and sales revenue at SMS Mobile, leveraging skills in complaint resolution and consultative sales. Excelled in customer education and service upselling, contributing to team success by surpassing monthly targets. Recognized for exceptional active listening and Microsoft Excel proficiency, consistently achieving high levels of customer retention and loyalty.

Overview

1823
1823
years of professional experience
18
18
years of post-secondary education

Work History

SME Outbound Customer Service Representative

SMS Mobile
Eastern Cape
11.202 - Current
  • Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Delivered constructive suggestions to supervisor for improving outbound sales development processes.
  • Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
  • Educated customers on offerings and upsold products and services to increase revenue.
  • Retained previously dissatisfied customers by listening intently, empathizing, and offering comprehensive solutions tailored to their unique situations.
  • Achieved high levels of customer satisfaction with timely follow-ups on outstanding issues.
  • Contributed to team success by consistently meeting or exceeding monthly targets.
  • Increased sales revenue by offering additional products and services to customers during calls.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Executed outbound [Type] calls and converted [Number]% of calls into sales.

Customer Service Representative

MTN
Eastern Cape
02.2008 - 11.2021
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

ND Diploma IT - Information Technology

Walter Sisulu University
East London
01.2007 - Current

Grade 12 -

Ntsonkotha Secondary School
Eastern Cape East London
12.2003 - 12.2003

Skills

Product Knowledge

Data Collection

Complaint resolution

Consultative Sales

Paperwork Processing

Service Upselling

Customer Service

Sales closing

Technical Support

Complaint Handling

Customer Relations

Active Listening

Project management abilities

Customer Education

Escalation management

Staff education and training

Expertise in subject matter

Accomplishments

Employee of the year at MTN Mdantsane in 2010


Employee of the year at MTN Hemingway's from 2014 to 2018


In 2019, I was awarded a Certificate of Achievement for achieving the highest volume with CBU LINES AND UPGRADED in Eastern Cape.


Awarded a Certificate of Achievement in 2022 for the top performer in the categories of postpaid Retention EBU and postpaid Retention-CBU


In 2023 I Received a certificate of achievements In the following

Postpaid Acquisition-EBU( Target percentage 130%)

Postpaid Retention-EBU(Target Percentage 253%)

Postpaid Retention- CBU(Target Percentage 136%)

Timeline

Customer Service Representative

MTN
02.2008 - 11.2021

ND Diploma IT - Information Technology

Walter Sisulu University
01.2007 - Current

Grade 12 -

Ntsonkotha Secondary School
12.2003 - 12.2003

SME Outbound Customer Service Representative

SMS Mobile
11.202 - Current

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Thobelani HukweSME Outbound Customer Service Representative