Sphelele Mbambo

With a National Senior Certificate and a Bachelor pass in Matric, I am a detail-oriented, hard-working professional seeking new challenges to foster personal growth. My extensive experience in the Call Center industry has equipped me with a diverse skill set that enhances my performance. I am

TOURISM at Community Service Centre (2023-05)

CLAIMS ADVISOR at Huntswood (2023-05 – 2024-05)

• Efficiently document and initiate new claims with precision.
• Expertly guide and advise clients on existing claims, ensuring clarity and understanding.
• Facilitate seamless customer experiences by providing detailed walkthroughs of claim information.
• Manage administrative tasks effectively, ensuring claims are updated and escalated appropriately.
• Successfully recorded and managed new and existing claims
• Provided expert advice and clarity on claim processes
• Guided customers to ensure efficient claim resolution
• Ensured timely updates and proper escalation of claims

CUSTOMER ADVISOR/MENTOR at WNS Global (2023-07 – 2024-12)

• Excelled in customer advisory roles, specializing in billing solutions and resolving gas and electric queries.
• Achieved top performance status in the first three months and subsequently promoted to mentor, assisting in the onboarding and training of new recruits.
• Boosted billing efficiency by resolving energy queries swiftly.
• Achieved top advisor status within first three months.
• Mentored new recruits, enhancing team performance.
• Promoted to advisor mentor, driving training success.

CLAIMS ADVISOR at Outworx (2021-09 – 2023-01)

• Efficiently directed customer calls to appropriate departments as a switchboard operator, enhancing communication flow.
• Rapid promotion to Claims Advisor within 3-4 months, specializing in accident claims.
• Integral member of the pioneering team for the new department, serving as the initial point of contact post-accident.
• Directed calls, ensuring swift resolution of customer queries
• Promoted to Claims Advisor in under 4 months for accident cases
• Key contributor in pioneering new accident claims department
• First contact for clients, delivering seamless support post-accident

Sales advisor at CAPABILITY BPO (2019-03 – 2020-06)

• Proficient as a Sales Advisor, specializing in billing and customer support for online purchases and delivery inquiries.
• Achieved seamless billing processes for optimal sales outcomes.
• Guided customers through online purchases, boosting customer satisfaction.
• Resolved delivery queries, enhancing customer experience.
• Increased sales through effective customer service and support.

Technical Support Agent at CCI (2017-12 – 2019-01)

• Provided expert technical support, efficiently troubleshooting and resolving technical queries.
• Assisted engineers with queries and facilitated booking processes.
• Promoted to Floor Walker within six months to mentor and support new recruits.
• Resolved technical issues, enhancing customer satisfaction
• Facilitated engineer bookings, boosting service efficiency
• Promoted to floor walker, supporting recruit training success
• Enhanced team productivity, driving higher performance levels

NATIONAL SENIOR CERTIFICATE – Community Service Centre (2023)

HIGHER NATIONAL CERTIFICATE – Hillview Senior Secondary School (2013)