Bongo Mhlauli Communications and Media Specialist with 5+ years' experience

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Client Services and Communications Consultant - Financial Services

Capital One International Bank (via Merchants South Africa)

Oct 2025 - Current (1 year)

• Delivered end-to-end customer communication support in a high-volume contact centre
environment.
• Managed inbound queries while maintaining strict adherence to service level agreements
(SLAs).
• Achieved high levels of first-call resolution, improving overall customer experience.
• Applied strong conflict resolution and problem-solving skills to handle complex customer
interactions.
• Captured and maintained accurate customer data using CRM systems and reporting tools
• Contributed to customer retention by effectively addressing concerns and providing tailored
solutions.
• Maintained high quality assurance scores through consistent adherence to communication
standards.
• Simplif

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Digital Communications and Engagement Specialist

MTN Group South Africa Headquarters

May 2024 - May 2025 (1 year 1 month)

• Delivered real-time digital customer engagement across multiple social media platforms, ensuring consistent brand voice and tone.
• Managed high volumes of public and private queries, achieving high customer satisfaction (CSAT) scores through proactive issue resolution and effective online communication.
• Strengthened brand reputation through proactive issue resolution and effective online communication.
• Monitored and analysed social media sentiment, identifying trends and escalating reputational risks.
• Collaborated with internal departments (technical, billing, retention) to drive efficient resolution of escalations.
• Executed digital communication strategies aligned with corporate messaging and campaign ob

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Junior Media Analyst

Quickpic (Marketing and Media Analytics)

Jun 2023 - Dec 2023 (7 months)

• Monitored media coverage across broadcast, print and digital platforms for corporate clients.
• Conducted media sentiment analysis and compiled daily and weekly communication reports.
• Provided insights to inform public relations and communication strategies.
• Assisted with executive media briefings and coverage summaries.
• Improved reporting accuracy by 20% through the implementation of an enhanced monitoring system.
• Applied graphic design principles to enhance visual communication and data visualization within campaign reporting and client-facing materials, ensuring structured content design that supported marketing campaigns and improved the clarity of reporting outputs.

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Research Editor/Writer Intern

MOSAC – South African Police Service Head Office

Mar 2022 - Mar 2023 (1 year 1 month)

• Drafted press releases, newsletters and internal communications.
• Wrote feature articles and impact stories for digital platforms.
• Managed social media communication and supported digital campaigns.
• Coordinated media engagement and event communication activities.
Key achievement:
• Authored the MOSAC media monitoring framework and operational communication
guidelines.

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Founder and Digital Communications Strategist

Bongolove

Jun 2020 - Current (6 years 4 months)

• Founded and manage a multi-platform digital brand across TikTok, Instagram, Facebook and
YouTube.
• Develop and execute content strategies and digital communication campaigns reaching over
30,000 followers.
• Collaborated with an international content network (Global Content Creators) to advocate and
develop renewable energy campaigns.
• Produce engaging multimedia content aligned with current social and cultural trends.
• Analyse audience insights and engagement metrics to refine communication strategies.

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Communications Specialist Intern

Teach South Africa

Apr 2019 - Mar 2022 (3 years)

• Drafted press releases, newsletters and internal communications.
• Wrote feature articles and impact stories for digital platforms.
• Managed social media communication and supported digital campaigns.
• Coordinated media engagement and event communication activities.
• While the role was primarily focused on communications and education-focused content development, contributed to multimedia and digital campaign support, including assisting with the creation and adaptation of visual content, presentation materials, and basic multimedia outputs used for communication and engagement purposes, reflecting exposure to video and digital content within broader communications work.
Key achievements:
• Increased Meta

Presenter

Elevate Education

Jan 2018 - Jan 2020 (2 years 1 month)

• Delivered motivational and skills-based presentations to large student audiences
nationwide.
• Adapted content to diverse audiences, ensuring clear communication of complex ideas.
• Collected student feedback to refine presentations and improve delivery impact.
Key achievements:
• Nominated for "Presenter of the year" in 2019.
• Presented to over 3,000 students across South Africa, improving engagement and
retention.

Bongo Mhlauli

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Bongo Mhlauli

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