Thandokazi Femela
@thandokazifemela
Experienced customer service specialist delivering quality assurance and client support.
South AfricaWhat I'm looking for
I am an experienced customer service professional with many years supporting customers across call-centre, quality assurance, and client-coordination roles. I have a strong track record auditing conversations, identifying themes and performance gaps, and ensuring courteous, helpful customer interactions that support sales outcomes.
My background includes roles as a quality assurance analyst, call centre agent, loan specialist, counsellor, and interaction intelligence analyst at several organisations. I have hands-on experience with outbound sales, loan and insurance application processing, booking technical installations, and follow-up care coordination.
I bring an enthusiastic, positive attitude, a focus on teamwork and integrity, and a commitment to professional growth. I am presently seeking a customer service position with a reputable company that recognises outstanding performance and promotes development.
Experience
Work history, roles, and key accomplishments
Interaction Intelligence Analyst
Genii Analytics
Sep 2023 - Present (2 years)
Analyzes customer interactions to extract insights and improve contact centre performance through detailed interaction intelligence reporting.
Client Services Coordinator
Britelink MCT
Oct 2021 - Aug 2023 (1 year 10 months)
Booked clients for fiber installations and assisted customers with ticketed internet outages to restore service and schedule technicians.
Call Centre Agent
Capfin
Oct 2019 - Jan 2020 (3 months)
Handled outbound calls and completed loan application processes, ensuring accurate client information capture and application submission.
Outbound Call Agent
Finchoice
Apr 2019 - Oct 2019 (6 months)
Conducted outbound calls to sell insurance products, managing client conversations and closing sales during tenure.
Customer Service Representative
Shout It Now Company
Jul 2017 - Nov 2018 (1 year 4 months)
Performed quality assurance audio audits and spot checks, identified conversation patterns and reported deviations to improve service quality and compliance across teams.
Care Co-ordinator
Shout It Now Company
Oct 2016 - Jun 2017 (8 months)
Coordinated follow-up care by contacting clients within 24 hours of positive tests, advising clinic visits and ensuring timely treatment compliance.
Counsellor
Care Works
Aug 2015 - Sep 2016 (1 year 1 month)
Conducted outreach and follow-up calls for clients interested in circumcision, confirmed healing status and provided post-procedure support.
Loan Specialist
Direct Axis
Apr 2014 - Dec 2014 (8 months)
Reviewed and approved online loan applications, contacted clients to complete applications and verified client details to accelerate processing.
Sales Agent
SA Commercial
Sep 2013 - Apr 2014 (7 months)
Performed outbound calls to sell Old Mutual insurance products, consistently meeting sales targets through persuasion and client needs assessment.
Education
Degrees, certifications, and relevant coursework
False Bay College
National Certificate (N4), Business Management
Completed National Certificate Business Management N4 with computer literacy in 2011.
Vulamasango Secondary School
Secondary School Certificate, Secondary Education
Completed secondary education at Vulamasango Secondary School, final year 2007.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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