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Nonhlanhla Nhlapo

@nonhlanhlanhlapo

Message

Experienced customer service representative with over ten years in the field.

South Africa

Message

What I'm looking for

I seek a challenging role in customer service that allows me to grow and empower others.

I am a dedicated customer service representative with over ten years of experience in the industry. My hands-on experience, combined with the knowledge I have gained throughout my career, has equipped me to make significant contributions in any customer service or call center role. I am committed to delivering the best results and continuously improving my skills to advance in my career.

Throughout my career, I have developed strong leadership and team management skills, enabling me to supervise and support teams effectively. I believe in empowering others through the knowledge I have acquired and strive to foster a positive work environment that encourages collaboration and growth. My ability to analyze customer feedback and key performance metrics has been instrumental in identifying areas for improvement and enhancing service efficiency.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Jobvine

Jul 2023 - Dec 2024 (1 year 5 months)

Assisted freelancers, jobseekers, and recruiters with profile activation, escalations, complaints, and queries. Supervised and supported a team of customer service agents, monitoring performance and providing coaching to improve efficiency and customer satisfaction.

CRM Zendesk SAP Team Management Customer Service Reporting Coaching Policy Development Performance Monitoring

Call Centre Operator

IIE Varsity College Waterfall Campus

Nov 2022 - Mar 2023 (4 months)

Fulfilled telesales functions by making initial telephonic contact with students and scheduling interviews. Acquired and captured student details for the database, explaining course details and managing call, booking, and interview arrival rates.

Telesales Database Management Scheduling STASY Records Communication Data Entry

Customer Service Agent

Dash BPO

Dec 2021 - Nov 2022 (11 months)

Assisted US clients with online store purchases and liaised with internal/external clients via email and telephone. Captured, maintained, and updated customer details on CRM, handling complaints, refunds, and gift vouchers.

CRM Customer Service Email Communication Data Entry

Customer Service Representative

Multichoice

May 2010 - Aug 2019 (9 years 3 months)

Marketed products and services, provided technical support, and handled customer complaints and escalations. Managed customer calls effectively in a fast-paced call center environment, identifying products that best met customer needs and following up for satisfaction.

Product Marketing Technical Support Upselling Sales Payment Processing Bank Reconciliation

Education

Degrees, certifications, and relevant coursework

Cornerstone

Certificate, Call Centre Training

Completed a Call Centre Training Course, gaining essential skills for customer service roles. This training enhanced my abilities in handling customer interactions and managing call center operations effectively.

Unknown

Senior Certificate, General Studies

Obtained a Matric Senior Certificate, demonstrating foundational academic achievement. This qualification provided a strong base for further professional development and career pursuits.