Zizipho Mahlungulu
Johannesburg,Johannesburg
Summary
I am a highly motivated Customer Service Agent with a fervent passion for information technology and a customer-centric approach that drives me to deliver exceptional customer experiences. My dedication is not only to service excellence but also to providing efficient and secure solutions that meet the demands of our ever-evolving digital landscape. With a recent CompTIA Network+ certification to my name, I am at the threshold of an exciting IT career, keenly seeking for IT roles that will offer me the opportunity to gain practical experience and further hone my skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE
Alteram solutions
08.2022 - Current
- Resolve all customer inquiries and issues within established Service Level Agreements(SLA) and ensuring high-quality service delivery
- Monitor and update call and tickets status to maintain accurate communications records
- Effectively manage and resolve escalated customer concerns in accordance with SLAs, maintaining customer satisfaction
- Provide prompt and accurate responses to customer queries, facilitating issue resolution and enhancing customer experience
- Conduct client satisfaction surveys to gather feedback and drive continuous service improvement
- Leverage CRM tools to efficiently organize and manage client relationship information, ensuring personalized and timely customer interactions
- Ensure swift and proficient handling of clients queries, reinforcing the company's commitment to exceptional customer service
- Reaching company targets
- Met customer service expectations through problem resolution, daily communication and follow-up, boosting customer service scores.
- Worked with customer service to handle escalated customer issues.
DEBTORS CLERK
Credit Solutions
06.2021 - 10.2023
- Managed portfolio of overdue debtors, ensuring timely collections and follow-ups
- Maintained accurate records of unpaid accounts for efficient account updates
- Dispatched statements and invoices to clients, facilitating prompt payments
- Organized and executed filing tasks to uphold systematic record-keeping
- Performed account reconciliations to ensure financial integrity and accuracy
- Collaborated with regional teams to resolve client queries effectively.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Increased accuracy in financial reporting by meticulously reviewing and reconciling accounts.
DEBT COLLECTOR
Norton Lambrianos
02.2020 - 04.2021
- Efficiently managed high-volume inbound and outbound calls to expedite debt resolution
- Skilled in negotiating payment plans to maximize debt recovery
- Diligently tracked and monitored outstanding debts for timely collection
- Fostered sustainable relationships with customers through strategic engagement
- Consistently met and exceeded personal and team performance targets.
- Negotiated payment plans with customers to prevent accounts from entering collections.
Education
Bachelor of Social Science -
University of Fort Hare
Eastern Cape, Alice Campus01.2020
High School Diploma -
Mpondombini S.s.s
Eastern Cape, Bizana01.2016
Skills
- Excellent customer service and communication skills
- Strong problem-solving and troubleshooting skills
- Technical skills and problem analysis
- Ability to work independently and as part of a team
- CRM Systems Administration
- SAP Financial Services
Certification
Network+
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Software
Microsoft office
Computer Literacy
Analytics
Communication tools
Spreadsheets
Social Media
Interests
Help desk
Network administrator
Junior cybersecurity
IT support
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipGig WorkLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork from home optionFlexible work hoursPaid time offPaid sick leavePersonal development programsWork-life balanceCompany CultureHealthcare benefitsStock Options / Equity / Profit SharingTeam Building / Company Retreats4-day work week401k matchTimeline
CUSTOMER SERVICE
Alteram solutions
08.2022 - Current
DEBTORS CLERK
Credit Solutions
06.2021 - 10.2023
DEBT COLLECTOR
Norton Lambrianos
02.2020 - 04.2021
Bachelor of Social Science -
University of Fort Hare
High School Diploma -
Mpondombini S.s.s