Tshegofatso Mabena
Johannesburg
Summary
Customer-focused Sales and Retention professional with experience in high-volume contact centre and enterprise support environments. Proven ability to resolve customer queries on first contact, retain customers through value-driven conversations, and accurately capture call details using CRM systems. Strong communicator with a compliance-aware mindset and experience working to quality, performance, and service targets.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Associate Consultant
Vera Solutions
Cape Town
09.2024 - 03.2025
- Resolved customer and user queries using CRM systems, ensuring accurate and timely support.
- Guided customers through products, features, and system processes to improve understanding and satisfaction.
- Maintained accurate records of interactions, actions taken, and outcomes in line with data and security standards.
- Delivered consistent service while meeting quality, turnaround time, and service targets.
System Administration and Support
Accenture SA
Johannesburg
01.2022 - 08.2024
- Provided frontline support to business users by resolving system access, data, and process-related queries.
- Logged, tracked, and resolved requests accurately using CRM and ticketing tools, supporting first-contact resolution.
- Communicated clearly with stakeholders to explain solutions, manage expectations, and ensure service continuity.
- Worked within strict SLAs, performance targets, and governance standards in a fast-paced environment.
- Supported reporting, documentation, and service delivery activities to improve operational efficiency.
Debt Collection & Call Centre Agent
Bham n Dahya Attorneys
Johannesburg
09.2020 - 02.2021
- Managed high-volume inbound and outbound calls related to debt collection and account resolution.
- Negotiated payment arrangements while maintaining professionalism, empathy, and compliance.
- Retained clients by clearly explaining account options, payment plans, and next steps.
- Captured accurate call notes, payment commitments, and follow-up actions in CRM systems.
- Met daily call targets, quality assurance standards, and compliance requirements.
Education
Bachelor of Technology - Business Systems
IIE Rosebank College
Johannesburg 01.2017 - 11.2019
Skills
- Sales & Customer Retention
- Inbound & Outbound Call Handling
- First Contact Resolution (FCR)
- CRM Systems (Salesforce & Call Centre Tools)
- Customer Education & Upselling
- Accurate Call Logging & Documentation
- Objection Handling & Negotiation
- Multitasking & Time Management
- Compliance & Data Security Awareness
- Remote Work Readiness
Timeline
Associate Consultant
Vera Solutions
09.2024 - 03.2025
System Administration and Support
Accenture SA
01.2022 - 08.2024
Debt Collection & Call Centre Agent
Bham n Dahya Attorneys
09.2020 - 02.2021
Bachelor of Technology - Business Systems
IIE Rosebank College
01.2017 - 11.2019