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Xoliswa Mathenjwa

@xoliswamathenjwa

Customer Service and Telesales Team Leader at Concentrix (Webhelp), managing sales pipelines and coaching agents.

At Concentrix (Webhelp), I handled outbound and inbound telesales, using consultative pitches and cold canvassing to convert pipeline opportunities.

I hunted for new business while nurturing existing accounts, and tracked individual and team targets with Excel and CRM platforms.

I coached telesales and support agents on pipeline management, closing techniques, SLA compliance, and call quality. I also handled customer escalations, technical queries, and account renewals.

Earlier, I worked as a Junior Bookkeeper / Operational Support at Shrink Retailing (T/A Shrinik Electrical), maintaining receivables and payables, processing invoices, and reconciling bank accounts. My experience also includes debt collection and customer service on an ISP/telecoms campaign.

Experience

Work history, roles, and key accomplishments

Customer Service & Telesales Team Leader / Specialist

Concentrix (Webhelp)

Aug 2023 - Sep 2026 (3 years 1 month)

Drove end-to-end telesales operations, delivering consultative pitch strategies, cold canvassing, and pipeline conversion in high-volume campaigns. Managed and reported on sales targets using advanced MS Office and CRM platforms, while coaching agents on pipeline management and closing techniques.

Telesales Cold Calling Lead Generation Pipeline Management Consultative Selling Customer Retention Team Leadership Coaching Excel CRM Target Tracking Reporting SLA Compliance Customer Support

Junior Bookkeeper / Operational Support

Shrink Retailing (T/A Shrinik Electrical)

Feb 2020 - Nov 2022 (2 years 9 months)

Compiled, verified, and processed daily operational reports across store departments using MS Office and financial systems. Maintained accounts receivable and payable, managed client invoicing, and executed bank reconciliations in IQ Retail software.

Bookkeeping Accounts Receivable Accounts Payable Invoicing Bank Reconciliation IQ Retail Microsoft Office Data Entry Database Management

Debt Collector & Account Administrator

Debt-IN

Nov 2018 - Jan 2020 (1 year 2 months)

Contacted account holders to resolve outstanding queries, establish payment structures, and maintain constructive customer relationships. Accurately logged interaction records, payment schedules, and account updates into the Cisco system database.

Debt Collection Negotiation Customer Relationship Management Data Entry Cisco Account Administration

Customer Service Consultant

CCI Call Centre

Oct 2016 - Oct 2018 (2 years)

Managed high-volume inbound customer queries on an international ISP/telecoms campaign (TalkTalk), maintaining top-tier customer satisfaction ratings. Processed administrative deliverables efficiently to exceed daily operational SLAs and performance targets.

Customer Service Inbound Calls Query Resolution ISP Telecommunications SLA Compliance Performance Targets Administrative Support