Mapule Phetla
@mapulephetla
Customer service professional with network support experience driving customer satisfaction and process improvement.
South AfricaWhat I'm looking for
I am a personable, dedicated customer service professional with extensive experience in high-volume support environments and a background in network engineering and financial services. I focus on quality, speed, and process optimisation to deliver positive customer outcomes.
At iOCO I handle large volumes of inbound and outbound calls, manage CSAT, log third-party tickets, escalate issues, and communicate with users via email and Microsoft Teams while meeting SLA targets. Previously I maintained network hardware and software, performed routing and switching troubleshooting with strong efficiency, and produced technical documentation.
I bring proven teamwork, active listening, and problem-solving skills, plus certifications in Customer Service, ITIL, and CompTIA A+, and practical experience in data capture and credit risk assessment. I am motivated to maintain customer satisfaction and contribute to organisational success.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
iOCO
Jan 2017 - Present (9 years 1 month)
Managed high-volume inbound and outbound customer interactions, resolved inquiries and complaints, and maintained CSAT while meeting SLA targets and coordinating escalations and vendor tickets.
Network Engineer
City of Johannesburg
Jan 2015 - Dec 2016 (1 year 11 months)
Maintained network hardware and software, performed routing and switching troubleshooting with ~85% efficiency, responded to security incidents, and produced technical documentation and design diagrams.
Loan Agent
CC Coop Trading Financial Services
Jan 2011 - Dec 2013 (2 years 11 months)
Implemented credit risk processes, performed credit scoring and analysis, set aggregate limits for credit control, and prepared credit review reports for internal committee decisions.
Data Capture Operator
Docufile
Jan 2009 - Dec 2010 (1 year 11 months)
Performed document scanning and accurate database entry, coordinated data-entry projects, enforced data integrity and confidentiality, and executed regular backups to prevent data loss.
Education
Degrees, certifications, and relevant coursework
Wits University Digital Campus
Certificate, Business Communication
2022 - 2022
Completed a short Business Communication program through the Wits University Digital Campus from January to October 2022.
USUniversity of Stellenbosch
Certificate, Project Management
2020 - 2020
Completed a short Project Management program at the University of Stellenbosch from February to June 2020.
Siyanqoba FET College
Certificate, Business Administration
2019 - 2020
Completed a Business Administration program at Siyanqoba FET College from March 2019 to April 2020.
Proserv Learnership
Learnership Certificate, Technical Support
2015 - 2016
Completed a Technical Support learnership with Proserv from July 2015 to November 2016.
SKSkillsoft
Professional Certification, Customer Service / IT
Completed Skillsoft certifications in Customer Service, ITIL, and CompTIA A+.
Avuxeni Computer Academy
Certificate in Computer, Computer Studies
2010 - 2010
Completed a computer certificate program at Avuxeni Computer Academy from January to June 2010.
Mangle Mang Senior Secondary School
Matric, General Secondary Education
2004 - 2004
Completed Matric at Mangle Mang Senior Secondary School in 2004.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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