Thembi Mashaba

Customer Service agent / Debt collections Agent

Talent

SandtonMember since August 3, 2026

Excellent verbal & written communicationTime management, punctuality and reliabilityClient relationship managementClient centricCustomer empathy & problem-solvingTechnical troubleshootingProfessional telephone etiquetteInbound and Outbound call handling

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Excellent verbal & written communicationTime management, punctuality and reliabilityClient relationship managementClient centricCustomer empathy & problem-solving

About

Dedicated Customer Service and Administration professional with 2+ years of experience within the banking sector at Absa and a strong background in client interaction and research. Skilled in handling high volumes of customer queries, providing accurate information, resolving issues, and maintaining detailed documentation. Brings strong communication, organisational skills, and reliability to ensure positive customer experiences and operational efficiency.

Recently completed an LLB degree, offering additional strengths in compliance, documentation and attention to detail. Able to work under pressure and meet deadlines.

Experience

Customer Service agent / Debt collections Agent at MERCHANTS CX (2022-12 – 2024-07)

Reason for leaving: Retrenchment

Conducted outbound and inbound collection calls to recover delinquent, overdue, and charged-off accounts in compliance with company policies and regulatory standards.
Performed account analysis to verify outstanding balances, review payment histories, and determine appropriate recovery strategies.
Negotiated payment arrangements, settlement offers, and repayment plans to achieve successful account resolution.

Field Researcher (2-Month Contract) at BUREAU FOR MARKET RESEARCH (BMR) (2023-10 – 2023-11)

Reason for leaving: Contract ended

Conducted field surveys and interviews, consistently meeting datacollection targets.
Ensured accuracy and reliability by adhering to strict research guidelines.
Demonstrated professionalism when engaging with diverse community respondents.

Client Administrator / Forex Consultant (2 Years) at ABSA BANK (2008-03 – 2010-12)

Reason for Leaving: Resignation

Delivered high-quality telephonic customer service to clients, consistently meeting servicelevel expectations.
Processed forex transactions with 100% accuracy and full regulatory compliance.
Resolved customer concerns, contributing to improved client satisfaction metrics.
Maintained client records, filing systems, and administrative workflows.
Supported team operations to ensure smooth branch functioning.