Xolisani Lisah Mdongwe
Customer Service Consultant
Cape Town
Summary
Adept at elevating customer experiences, I leveraged my problem-solving and empathy skills at Mango 5 to significantly enhance client retention and team performance. Specializing in complaint resolution and upselling, my proactive approach and dedication to service excellence have consistently driven positive outcomes, underscoring my commitment to exceeding performance metrics and achieving sales growth.
Overview
10
10
years of professional experience
1
1
Language
Work History
Customer Service Support Agent
Mango 5
11.2022 - Current
- Monitored trends in customer complaints, identifying areas for improvement in both processes and employee training.
- Improved client retention rates by providing attentive support and timely follow-up on inquiries.
- Developed comprehensive understanding of company policies and procedures to effectively assist customers with diverse requests.
- Provided constructive feedback to colleagues, helping improve overall team performance while maintaining positive working relationships.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Maintained detailed records of customer interactions, tracking progress toward resolution and documenting any necessary follow-up actions.
- Contributed to increased sales revenue by up-selling relevant products or services when appropriate during support calls.
- Utilized CRM software efficiently to manage contacts, track case history, and schedule future touchpoints as needed.
- Achieved swift problem resolutions by employing strong critical thinking and analytical skills during customer interactions.
- Provided exceptional service by consistently exceeding performance metrics, contributing to the overall success of the support team.
- Reduced wait times for callers by implementing effective call routing strategies based on availability or expertise within the team.
- Utilized knowledge of products and services to guide customers towards optimal solutions that met their needs.
- Participated in ongoing professional development opportunities, staying current on industry trends and best practices related to customer support/service roles.
Customer Service Representative
Capita
03.2020 - 11.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Met customer call guidelines for service levels, handle time and productivity.
Sales Agent Representative
The Foschini Group
11.2016 - 06.2019
- Provided exceptional customer service, resulting in high levels of customer satisfaction and repeat business.
- Exceeded monthly sales targets through proactive prospecting and lead generation.
- Developed tailored solutions for clients based on their unique needs and challenges, creating customer loyalty and trust.
- Continuously updated product knowledge through training sessions and independent research, ensuring accurate information was relayed to customers.
- Facilitated cross-selling efforts by identifying additional opportunities within existing client accounts.
- Developed and delivered engaging sales presentations to convey product benefits.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Exceeded monthly sales targets through proactive prospecting and lead generation
Debt Collector
Anthony Richards And Associates
02.2016 - 11.2016
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Maintained consistently high success rate of collecting on overdue accounts.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Achieved performance goals on consistent basis.
Waitress
Cubana(Menlyn)
01.2014 - 02.2015
- Greeted new customers, discussed specials, and took drink orders.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Used cash registers and credit card machines to cash out customers.
Education
No Degree - Business Administration And Management
CTI Education Group
Pretoria(Menlyn) 04.2001 -
High School Diploma -
Founders High School
Pretoria 04.2001 -
Skills
Patience Maintenance
Call center experience
Complaint Handling
Empathy Display
Upselling abilities
Customer service excellence
Data Management
Problem-Solving
Remote Technical Support
Troubleshooting Network Issues
Multitasking Abilities
Friendly and Patient
Self Motivation
Effective Communication
Active Listening
Organizational Skills
Attention to Detail
Adaptability
Support Services
Reliability
Written Communication
Interpersonal Communication
Goal Setting
Tracking and Documentation
Professionalism
Online Chat Support
Customer Communication and Empathy
Timeline
Customer Service Support Agent
Mango 5
11.2022 - Current
Customer Service Representative
Capita
03.2020 - 11.2022
Sales Agent Representative
The Foschini Group
11.2016 - 06.2019
Debt Collector
Anthony Richards And Associates
02.2016 - 11.2016
Waitress
Cubana(Menlyn)
01.2014 - 02.2015
No Degree - Business Administration And Management
CTI Education Group
04.2001 -
High School Diploma -
Founders High School
04.2001 -
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