Customer Service Care

CURRICULUM VITAE

OF

THOKOZILE MDLULI

PERSONAL DETAILS:

First name : Thokozile

Surname : Mdluli

Gender : Female

Residential Address : 6561a Polokelo Street

Zone 4 Diepkloof

Soweto

1864

Identity Number : 841-***-**** 086

Contacts : 082-***-****

********@*****.***

Marital status : Single

Health : Good

Citizen : South African

Driver’s License : Code 10

LANGUAGES:

Zulu, Sotho, Tswana, English, Swati and Xhosa

SECONDARY EDUCATION:

Secondary school : Rondebult Sec. Sch.

Highest grade passed : Matric

Year completed : 2002

Subjects passed : Physics, Mathematics, Biology

Geography, English,

Afrikaans and Zulu

TERTIARY EDUCATION:

Institution : Educon Business College

Course : Secretarial Diploma and

A+ Certificate

(Computer Hardware)

Year Completed : 2003

WORKING EXPERIENCE:

Recent company : NET1 U.E.P.S Technologies

Address : Cnr Jan Smuts & Bolton,

Rosebank, Johannesburg

Duration : February 2013 to December 2017

Position : Helpdesk Administrator

Duties:

-Dealing with SASSA (old age, disability, forester care, care dependency & child support) accounts – via telephone and electronically (email)

-Assisting SASSA beneficiaries with the following: statements, eft debits, stop payments, eft reversals, refunds, ATM disputes, block cards, activating and deactivating services, transfer grants to third party accounts, SASSA deceased queries and policy queries.

-Dealing with merchant (NET1 devices) accounts – via telephone and electronically (email)

-Liaising with cps branches (nationally)

-Easy-Pay website assistance (web support)

-Assisting net1 clients with the following: account statements, invoices, additional equipment’s, merchant’s stationary, sim card, and merchant cards.

-Composing and managing the airtime & electricity spreadsheet – sending the report on daily basis.

-Sending a social grant report on daily basis in a form of a spreadsheet.

-Logging calls on daily basis, update calls, reassign calls to the relevant departments when necessary.

-Advising and educating beneficiaries about their SASSA grants.

-Advising merchants about their NET1, Eason/RMT accounts.

-Advising and assisting clients with iBuy and Easy Pay websites.

-Assisting with NET1 ATM queries, ATM communicating issues, ATM hardware issues, ATM settlements with Fidelity and ATM maintenance.

Name of Company : WNS/Fusion outsourcing company

Address : 45 Commissioner Street

Life Centre building Johannesburg

Duration : June 2011 to November 2012

Position : Contract Money Consultant

Duties:

-Dealing with inbound calls for contract Vodacom account queries and enquiries on daily basis

-Dealing with debit orders by processing and re-submitting debit orders as per customer’s request.

-Breaking down customer’s invoices and sending them through via email, post or fax as per customer’s preferred destination address.

-Assisting customers with their payments arrangements on their contract accounts.

-Creating and processing service requests for escalations when necessary to pre-legal and legal departments regarding customer’s accounts.

-Creating and sending quotations for different contract account requests.

-Creating and sending contract disclaimers for activation requests.

-Activating and deactivating value-added services when needed.

-Advising customers on their contract package of choice either on an individual or business contract.

-Advising customers on different contract account options that can be implemented to avoid high usage and bill shock.

-Sending escalation queries when necessary to the relevant departments for investigations.

-Making follow-ups on investigated queries and providing proper feedback to the customers by communicating with them either via email or call-backs.

-Advising and educating customers about Vodacom’s products and promotions.

-Setting up daily to weekly targets to measure our team’s performance and consistency.

-Measuring our performance with AHT (average handling time), FCR (first call resolution), ACPH (average calls per hour) and most importantly, quality delivered to customers.

-Ensuring that service delivery is excellent, and all expectations are met by the company and the customer at the same time.

Name of Company : Vodacom SA

Address : Same as above

Position : Same as above

Duration : September 2009 to June 2011

Reasons for above mentioned:

-Vodacom SA outsourced all call centre for prepaid, contract money accounts and data. Therefore, we were outsourced to fusion which recently changed to WNS international.

Name of Company : Merchants Outsourcing Company

(Vodacom prepaid)

Address : 41 fox street, Edura House

Johannesburg

Duration : August 2007 to May 2008

Position : Quality Assessor

Duties:

-Monitoring customer service by listening to consultant’s daily calls.

-Setting daily targets on listened calls.

-Scoring consultant’s performance from 0% to 100%.

-Arranging crew-brief sessions with consultants to make them aware what is expected from them as the company’s first contact.

-Providing feedback to consultants with their team leaders regarding performance and service delivery.

-Provide coaching to consultants when necessary on performance management.

-Providing one on one feedback with consultants when necessary.

-Arranging crew-brief sessions with consultant’s team-leaders to brief them on what development areas they need to assist their consultants on. Briefing about good and bad trends they need to be aware of.

-Compiling reports and sends them to quality manager on a weekly basis.

-Providing solutions to better customer service experience.

-Driving positivity to consultants.

-Ensuring customer service is consistent.

Position : Training Assistant

Duration : November 2006 to August 2007

Duties:

-Training newly hired prepaid consultants on systems.

-Coaching new consultants on how to take calls.

-Educating on the dos and don’ts when talking to customers.

-Making consultants to understand the importance of the business and the customer as well.

-Assisting consultants on how to provide solutions to the customer’s queries and how to assist customers on any enquiries regarding the Vodacom products and promotions.

-Providing daily feedback on their performance.

-Building positivity and confidence on consultants.

-Motivating consultants to lift their spirits on daily basis.

-Make consultants aware of what is expected of them as the company’s first contract.

-Ensure that everyone understands the meaning of customer service experience and Excellency.

-Ensure that everyone is ready to take calls live with confidence by end of training.

Position : Customer Care Consultant

Duration : March 2006 to November 2006

Duties:

-Answering Vodacom prepaid calls and assisting customers with their enquiries and queries.

-Assisting customers with Vodacom’s products and promotions.

-Activating and deactivating services as per customer’s request.

-Escalating queries to the relevant departments when necessary.

-Transferring calls to the relevant departments when necessary.

-Providing customer service experience and excellence.

-Measure our daily performance with AHT, FCR and quality.

Name of Company : Merchants Outsourcing Company

Dimension Data. (America Online)

Address : 15 Sloan Street

The Campus

Bryanston

Duration : October 2005 to March 2006

Position : AOL Technical Consultant

Name of Company : CNA-Cresta Mall

Duration : October 2004 to October 2005

Position : Sales Assistant

SKILLS:

-Communication

-Leadership

-Customer care/service

-Organizing

-Computer Skills (Microsoft Word, Microsoft Excel, Microsoft Outlook)

REFERENCES:

Name : Tshifhiwa Rautshahalo

Company : NET1 (Supervisor)

Contacts : 076-***-****/ 011-***-****

Name : Ana Lopes

Company : Net1 (HR Executive)

Contact : 011-***-****

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