Mbali Gina
Call centre agent (Customer care & Services)
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About
I'm an experienced sales and promotions professional with over 8 years of experience in sales, retail marketing, brand promotion, training, and customer engagement. Proven track record in driving product awareness, increasing sales, and leading promotional teams. Strong communicator with the ability to build relationships with customers, train staff, and represent brands professionally. Reliable, target-driven, and passionate about delivering excellent customer service and team performance.
Experience
Call centre agent (Customer care & Services) - INTELLI IBO
(2025-01 - 2025-12)
- Handled inbound and outbound customer calls in a professional and timely manner.
- Assisted customers with account queries, service issues, and general product information.
- Resolved customer complaints efficiently while maintaining a positive customer experience.
- Captured and updated customer information accurately on internal systems.
- Followed call scripts and compliance procedures to ensure quality and consistency.
- Escalated complex issues to relevant departments when necessary.
- Met daily and monthly performance targets, including call handling time and customer satisfaction.
- Conducted follow-up calls to ensure customer issues were fully resolved.
- Maintained a high level of product and service knowledge to support customers effectively.
Call centre SALES & Training Manager - REAL PROMOTIONS (TELKOM CLIENT)
(2017-05 - 2022-12)
- Train and manage promotional staff across various campaigns.
- Lead product knowledge sessions to improve sales performance.
- Monitor team performance and ensure targets are met.
- Provide on-site support and coaching to brand promoters.
- Report on campaign performance and staff development.
Call centre SALES agent - Afrishore bpo
(2023-10 - 2024-08)
- Inbound and outbound sales.
- Customer support and service.
- Lead reporting and capturing.
Sales & Marketing Consultant - Black & White Printers
(2016-03 - 2016-12)
- Train and manage promotional staff across various campaigns.
- Lead product knowledge sessions to improve sales performance.
- Monitor team performance and ensure targets are met.
- Provide on-site support and coaching to brand promoters.
- Report on campaign performance and staff development.
Education
Baccalaureus of Technologies - Tourism Management - Jeppe College of Computer and Business Studies (2008 - 2009)
National Diploma - Tourism Management - Jeppe College of Computer and Business Studies (2012 - 2016)
National Senior Certificate - Bedfordview High School (2007 - 2007)
