Lungile Monwana

Customer Service professional based in Gauteng with over 8 years of call centre and telesales experience, including hands-on product knowledge of Fibre and LTE internet services gained at Mweb. Skilled at resolving customer queries efficiently, staying composed under pressure, and communicating clearly with clients about connectivity and service issues. Comfortable working shifts and adapting quickly to new systems and processes.

Eager to build on existing telecom product knowledge and develop technical troubleshooting skills within an ISP helpdesk environment.

Sales Agent at Mweb (2024-09 – Present)

• Assist clients with sign-ups, product information, and onboarding for Fibre and LTE internet services, building strong working knowledge of both connectivity types.
• Resolve customer queries about their internet service and orders, keeping clients informed and reassured throughout.
• Remain calm and solution-focused when handling objections or frustrated customers, working each issue through to a positive outcome.
• Navigate internal systems accurately while managing a high volume of customer interactions in a remote role.
• Consistently meet and exceed monthly targets and performance KPIs.

Sales Agent at Telemarketing Management Services (2022-03 – 2024-08)

• Handled a high volume of outbound calls daily, resolving customer questions calmly and efficiently under time pressure.
• Built strong customer relationships through attentive service, improving retention and repeat business.
• Problem-solved complex queries by escalating to the right department and following up to ensure resolution.
• Captured and updated customer information accurately across CRM systems while managing multiple calls.
• Achieved daily and monthly targets in a fast-paced, competitive call centre environment.

Sales Agent / Debt Collection at Chanel Dynamix / Credit Worx (2018-04 – 2018-11)

• Assisted clients with account queries and negotiated repayment arrangements with professionalism and empathy.
• Maintained clear, respectful communication during sensitive financial conversations.
• Logged all client interactions accurately on internal systems.

Debt Collector at Credit Worx (2015-02 – 2018-04)

• Managed inbound and outbound client calls, resolving account queries and negotiating payment arrangements.
• Consistently met collection targets while maintaining detailed, accurate call records.

Debt Collector at Pienaar Sithole and Associates (2015-02 – 2015-04)

• Contacted clients regarding overdue payments and negotiated settlements, following company guidelines.

National Senior Certificate in Grade 12 – Emshukantambo Secondary School