Dolly Mbangi

Customer-focused Customer Service Specialist with over 10 years of frontline and supervisory experience across telecom retail and contact-center environments. Proven at resolving escalations, coaching and developing teams, managing store operations (cash control, rostering) and consistently meeting sales and performance targets to boost customer satisfaction and operational efficiency.

Customer Service Specialist and SME - CXAI

(2025-01 - 2026-01)

• Provided customer support and resolved service-related queries in a fast-paced environment.
• Served as a subject matter expert, supporting team members with process guidance and escalations.
• Maintained quality service standards while handling customer issues professionally and efficiently.
• Assisted with knowledge sharing, troubleshooting, and improving customer experience outcomes.

CSR & 2IC (second in charge) - MTN owned Gateway

(2018-01 - 2025-01)

• Meeting targets
• Problem-solving
• Conflict resolution
• Answering inquiries
• Resolving complaints
• Processing orders
• Providing support, including feedback
• Product promotion
• Store management, including cash control And Roaster
• Weekly reports on store performance

CSR - MTN Owned Cornubia Mall

(2017-01 - 2018-01)

• Meeting targets
• Problem-solving
• Conflict resolution
• Answering inquiries
• Resolving complaints
• Processing orders
• Providing support, including feedback
• Product promotion
• Store management, including cash control

Store Host and CSR - MTN Ballito Store

(2016-01 - 2017-01)

• Welcoming Customers
• Manage store Queue
• Addressing customer enquiries

Agent - MTN Call centre

(2015-01 - 2016-01)

• Inbound call centre
• Handling customer queries
• After sales service
• Customer support

Personal Trainer - Self Employed

(2009-01 - 2012-01)

• Managing Total Group Restaurants
• New stuff training
• Cash management
• Weekly reports

Forcourt Manager - Total Group

(2005-01 - 2009-01)

• Managing Total Group Restaurants
• New stuff training
• Cash management
• Weekly reports

Matric - Grade 12 - Comtech College (2005-01)

Customer Relationship Building Certification - WITS (2024-01)