Nhanha Mbeka

Results-driven customer service and client relations professional with over 10 years of experience in contact centres, financial services, and travel campaigns. Proven leadership capabilities with experience in coaching, quality assurance, performance reporting, and escalation management. Recognised for professionalism, adaptability, and delivering service excellence in high-pressure, target-driven environments.

Customer Experience Administrator - SA Commercial BPO

(2024-09)

• Respond to customer queries via phone, email, chat.
• Resolve complaints efficiently within SLA timelines.
• Escalate complex issues to relevant departments when necessary.
• Provide clear, accurate, and professional communication always.
• Capture and update customer information accurately on CRM systems.
• Maintain detailed records of customer interactions.
• Prepare customer service reports and performance summaries.
• Monitor service queues and ensure adherence to turnaround times.
• Identify recurring issues and recommend service improvements.
• Assist in analyzing customer feedback and satisfaction surveys.
• Support implementation of customer experience initiatives.
• Ensure compliance with company policies and service standards.
• Assist in onboarding and coaching new team members where required.

Customer Service Agent / Quality Assurer - Foundever (BPO)

(2021-01 - 2024-08)

• Handled inbound and outbound calls, chats, and emails addressing customer queries.
• Captured and updated customer account information accurately.
• Escalated complex issues and provided technical support to team members.
• Supported onboarding and training of new agents.
• Monitored queues, compiled daily performance reports, and supported debt collection processes.

Client Services Consultant / Acting Team Leader - NSFAS

(2018-10 - 2020-11)

• Assessed and captured student financial aid applications.
• Verified supporting documentation and flagged potential fraudulent cases.
• Managed schedule adherence and supported escalations.
• Provided coaching support and assisted students on-site.

Client Services Agent - Capfin

(2013-11 - 2018-09)

• Processed loan applications and captured client data accurately.
• Assisted clients with product queries and account information.
• Built strong customer relationships to enhance profitability and retention.

Grade 12 - Die Villers Graaf Hoërskool (2009)

NQF 4 - Wealth Management - Medway Marketing (2010)