Sphamandla Nene

Accomplished customer service professional with extensive experience in handling refunds, call centre operations, and live chat support. Demonstrates exceptional skills in empathy, patience under pressure, and positive language to enhance customer satisfaction. Proficient in payment system operations, sales administration, and lead generation with a strong focus on GDPR regulations.

Adept at interpreting customer service metrics and implementing feedback to improve processes. Known for resilience in stressful situations and a team player attitude.

Career goal: To leverage comprehensive customer support expertise to drive exceptional customer experiences and contribute to organizational success.

Enthusiastic Customer

Advisor with knack for resolving issues swiftly and enhancing customer satisfaction. Known for creating a welcoming atmosphere and building lasting customer relationships. Increased customer retention and drove improvements in service quality through insightful feedback and proactive assistance.

Experienced in customer service with a focus on delivering exceptional support and building strong client relationships. Capable of resolving issues swiftly and improving customer satisfaction through effective communication and problem-solving skills. Adept at working in fast-paced environments and ensuring positive customer experiences.

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Enthusiastic Customer

Service and Telesales Representative with in-depth knowledge of Retentions, Account Management and Claims. Provide superior customer service and resolve all issues quickly and with a positive attitude.

Customer service at WNS (Present)

• Handle inbound and/or outbound customer interactions across voice and/or non-voice channels
• Enhanced customer satisfaction by promptly addressing queries and concerns
• Resolved customer complaints effectively, maintaining brand reputation
• Deliver a premium customer experience aligned with client SLAs, KPIs, and quality standards
• Provided exceptional customer service to ensure a positive shopping experience
• Accurately document all customer interactions in CRM and call-handling systems
• Collaborated closely with colleagues to resolve complex customer issues swiftly
• Escalate issues appropriately and work collaboratively with all members of the Leadership Team
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback
• Recorded and processed customer data accurately
• Identified and effectively resolved customer issues, consistently meeting call time targets
• Exceed targets by upselling and cross-selling products
• Improved customer service and retention by 100% through service and account management
• Accepted direct payments and set up invoicing and payment plans for complex orders
• Prepared letters, information sheets and order documentation, and distributed to clients
• Operated switchboard systems successfully to manage high call volumes

Sales & Retentions representative at 13 Ten (2025-02 – 2025-07)

• Carried out day-to-day duties accurately and efficiently
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity
• Successfully delivered on tasks within tight deadlines
• Demonstrated respect, friendliness, and willingness to help wherever needed
• Oversaw daily operations to achieve high productivity levels
• Delivered exceptional customer service by proactively listening to concerns
• Applied critical thinking to analyze problems, evaluate solutions, and select the best decisions

Sales representative at Ignition (2024-04 – 2025-02)

• Pioneered innovative sales strategies for increased market penetration
• Enhanced brand visibility by participating in trade shows and conferences
• Optimised sales presentations using persuasive communication techniques
• Strengthened brand reputation with impeccable professionalism and integrity
• Educated customers about product features and benefits, driving informed purchasing decisions
• Developed comprehensive knowledge of product offerings to facilitate customer decisions
• Conducted market analysis to anticipate future trends and adjust strategies accordingly
• Built lasting relationships with clients through customer service interactions
• Resolved customer concerns promptly to maintain satisfaction
• Contacted satisfied customers to offer additional services
• Adapted sales techniques to specific clients and promoted products based on individualized client needs
• Generate reports on sales, providing relevant information to track sales progress and inform future strategies
• Delivered exceptional customer service, addressing customer queries, and handling customer complaints
• Produced sales and performance reports and delivered to senior management and stakeholders
• Ensured regulatory compliance whilst dealing with customers' insurance claims
• Facilitated communication between parties involved in the claim to expedite resolution
• Drafted detailed reports about each case handled, increased transparency
• Liaised with external parties, such as agents and loss adjusters to facilitate resolution of complex claims
• Resolved escalated issues with strategic problem-solving techniques
• Ensured ongoing quality of service by monitoring regulatory legislation and identifying changes that impacted claims
• Achieved positive claim resolutions through thorough information gathering, incident report reviews
• Kept clients well informed of claim updates and case progress
• Maintained detailed administration and office procedures to improve accuracy and efficiency
• Escalated critical claims or complex situations to supervisor for review
• Responded to telephone enquiries from clients, vendors, and members of the public
• Handled initial claims enquiries with attention to first-class, personal service
• Followed up on all client requests and verified resolution
• Gathered information on nearby properties to compare values and improve accuracy of assessments

Customer Service at Huntswood (2023-01 – 2024-02)

• Displayed patience and empathy towards distressed clients during difficult times
• Adhered strictly to data protection laws whilst handling sensitive client information
• Assured customer satisfaction by processing claims in a timely manner
• Provided support through the entire claim lifecycle resulting in high client satisfaction rates
• Managed complex cases resolved disputes successfully
• Collaborated with other departments for seamless claim management
• Exhibited strong negotiation skills when settling contentious cases, achieved fair outcomes
• Utilised company database tools proficiently for tracking and managing claims efficiently
• Processed customer claims provide efficient service
• Educated clients on their coverage and claim processes for better understanding

Sales Representative at AFFINITY HEALTH (2021-12 – 2021-10)

• Conducted market analysis to anticipate future trends and adjust strategies accordingly
• Participated in team-building activities, promoting a harmonious work environment
• Provided after-sales support, enhancing customer satisfaction and loyalty
• Identified potential leads, resulting in improved sales performance
• Promoted up-sell opportunities during customer interactions, boosting overall revenue generation
• Maintained thorough records of all sales activities to ensure transparency
• Educated customers about product features and benefits, driving informed purchasing decisions

Sales Representative at Clientele Life (2020-01 – 2021-12)

• Enhanced brand visibility by participating in trade shows and conferences
• Collaborated with the marketing department for effective promotional campaigns
• Educated customers about product features and benefits, driving informed purchasing decisions
• Optimised sales presentations using persuasive communication techniques
• Strengthened brand reputation with impeccable professionalism and integrity
• Streamlined order processing system for faster delivery times
• Resolved customer concerns promptly to maintain satisfaction
• Contacted satisfied customers to offer additional services
• Generate reports on sales, providing relevant information to track sales progress and inform future strategies

Matric