Portia Mhlambe

Experienced customer service and call centre professional with a strong background in debt review support, emergency response call handling, and telecommunications customer service. Skilled in client relationship management, complaint resolution, inbound and outbound call handling, administrative support, and maintaining high customer satisfaction levels. Proficient in multitasking, communication, data capturing, and handling high-pressure environments.

Debt Review Customer Service Consultant - MTJ Dalagacy Projects

(2026-02)

• Manage customer accounts and maintain strong client relationships.
• Assist clients with debt review applications, payment arrangements, and account queries.
• Monitor and follow up on client payments to ensure compliance with repayment plans.
• Communicate with creditors regarding account balances, payment updates, and disputes.
• Handle inbound and outbound customer calls professionally and efficiently.
• Capture and update customer information accurately on internal systems.
• Resolve customer complaints and provide suitable solutions within company guidelines.
• Provide administrative support and maintain accurate client records and documentation.
• Ensure confidentiality and compliance with debt review procedures and regulations.

Emergency Resource Officer - ER24

(2025-08 - 2025-08)

• Managed high-volume emergency inbound calls in a fast-paced call centre environment.
• Transferred emergency calls accurately to police, ambulance, traffic, and rescue departments.
• Collected and verified caller information to ensure prompt emergency response.
• Maintained calm and professionalism during high-pressure and emergency situations.
• Recorded incident details accurately and updated call logs on company systems.
• Provided excellent customer service while handling sensitive emergency cases.
• Worked collaboratively with emergency response teams to ensure efficient communication.

Call Centre Customer Service Representative - Multichoice

(2014-12 - 2019-08)

• Handled inbound customer calls relating to billing, technical support, sales, and general enquiries.
• Resolved customer complaints and escalated complex issues when necessary.
• Assisted customers with product information, package upgrades, and service activation.
• Provided first-line technical troubleshooting support to customers.
• Captured customer information accurately on CRM systems.
• Maintained high customer satisfaction through professional communication and problem resolution.
• Achieved daily and monthly service performance targets.
• Processed service requests, account updates, and customer documentation efficiently.
• Maintained knowledge of company products, services, and promotions.

NQF Level 2 Call Centre Qualification - Call Centre - Kwelanga Training Institute (2023 - 2023)

Diploma in Public Relations - Public Relations - College Campus (2011 - 2011)

Grade 12 - Cosmo City Secondary School (2008 - 2008)