Nobuhle Mthethwa

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Rep 1, Consumer Operations Support

Transunion GCC

Jul 2022 - Current (4 years)

• Successfully managed consumer interactions via calls and emails, ensuring prompt issue resolution and enhancing customer satisfaction. • Maintained in-depth knowledge of TransUnion's products and services, enabling effective consumer education and support. • Delivered exceptional customer service by proactively addressing queries, resulting in improved customer retention. • Ensured accuracy in capturing consumer details and data, supporting compliance and operational efficiency. • Collaborated with QA and team leads to enhance performance, meeting individual targets and exceeding service level agreements.

Customer Service Data Cleaning Agent

Tracker

Apr 2022 - Jun 2022 (3 months)

• Reviewed and verified customer data in Excel, ensuring accuracy and completeness for efficient record management. • Coordinated data distribution among team members, streamlining workflow and improving efficiency. • Identified gaps in customer information using Tracker's CRM systems, proactively contacting customers for updates. • Assisted customers with requests and escalated complex issues, ensuring prompt resolution and satisfaction. • Updated customer records across multiple systems, ensuring accurate billing and seamless service. • Maintained Excel spreadsheets to track completed tasks, meeting deadlines and achieving performance targets. Additionally, in my role at Tracker, I utilized virtual assistance skills to adapt to

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Debt Collection Agent

HTN Attorneys

Feb 2021 - Dec 2021 (11 months)

• Contacted debtors using company systems, effectively negotiating payments and reducing outstanding balances. • Sent statements and settlement letters, ensuring clear communication of payment obligations. • Educated debtors on non-payment consequences and benefits of timely payments, improving compliance rates. • Ensured adherence to the Debt Collectors Act, maintaining ethical and legal collection practices. • Consistently met or exceeded collection targets by following up on broken payment promises and negotiating sustainable repayment plans. • Accurately recorded and updated debtor information, enhancing data integrity and operational efficiency.

Customer Service Consultant

CELL C

Jan 2017 - Oct 2020 (3 years 10 months)

• Managed high volumes of incoming and outgoing calls, ensuring prompt and professional customer interactions. • Efficiently documented customer interactions, maintaining accurate records for service improvement. • Assisted with technical queries, troubleshooting SIM and handset issues to enhance customer satisfaction. • Successfully upsold products and services, contributing to increased revenue and customer retention. • Processed customer orders accurately, ensuring seamless service delivery. • Resolved complaints effectively and escalated complex issues when necessary, improving customer experience. • Assisted with number porting tasks, ensuring smooth transitions for customers. • Adapted to virtual assistance pract

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Customer Service Specialist

WEBHELP SA

Oct 2015 - Dec 2016 (1 year 3 months)

• Provided billing and statement assistance for Vodafone UK consumers via phone, email, and chat, ensuring prompt issue resolution. • Processed handset repair bookings and SIM card replacements, enhancing customer satisfaction. • Responded to customer feedback and conducted market research, contributing to service improvements. • Maintained accurate customer records, ensuring data integrity and efficient follow-ups. • Delivered product and service information, assisting consumers with informed decision-making. • Troubleshot handset and SIM card issues, resolving technical problems efficiently. • Addressed delivery, technical, and general queries, ensuring a seamless customer experience.

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Customer Service Consultant

MultiChoice SA

Sep 2012 - Feb 2015 (2 years 6 months)

• Resolved escalated and complex customer issues within SLAs, ensuring high customer satisfaction. • Troubleshot decoder and smart card errors, minimizing service disruptions. • Managed escalations from first-line support and social media teams, improving issue resolution efficiency. • Investigated and resolved payment disputes, ensuring accurate billing and customer trust. • Provided in-depth analysis for customer queries, enhancing service quality. • Routed unresolved technical issues to engineering teams for further investigation. • Monitored usage dashboards to detect and address potential service problems. • Handled Showmax and Box Office product-related concerns, ensuring seamless user experience.

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